Massage Envy

Review: My wife and I signed up for a 6 month contract with Massage Envy in [redacted] on October 18th. I had scheduled a massage for November 1st. I was called on the morning of the 1st and I was advised that my therapist had called in sick. They asked if I would like to reschedule for later in the day - and I told them my schedule would not allow me to reschedule. We had a couples massage scheduled for Friday, November 14th at 7:30pm. I was called at about 11:45am and was told that [redacted]'s therepasit was going home sick. I think I spoke with [redacted] - she asked if [redacted] would want a male therapist. I confirmed with [redacted] that she did not want a male therapist - and I advised [redacted] of this. She said she could move the appointment an hour back; however, my therapist would not be available. I asked 3x to speak with the manager - and she refused. She offered a free massage - and I told her based on our expreience, we want to cancel. She said I have to understand that with 26 therapists, people are going to get sick. I told her I myself have a business - and understand employee issues. Her next response was, "well then." After the 3rd time asking to speak with a manager, I dropped the [redacted] word on her - and then our conversation turned into a shouting match. I told her I would speak with [redacted].

I called the Brookfield location - and was put on hold for 5 1/2 minutes. I eventually spoke with [redacted] and explained the situation to her. She apologized for the experience - and acknowledged that [redacted] should have picked up on my cues that I was not happy. I did tell her that the conversation got worse when I used the [redacted] word. I told [redacted] that I wanted to speak with [redacted]. She did advise that Terry is [redacted] - and Linda is the V.P. I explained to [redacted] that as o[redacted] of 2 franchises, that I thought I owed it to [redacted] to explain my unhappiness. [redacted] said that she was not sure of their schedules for the day; however, she promised that she would call me later today with an update.

As of 6:20pm tonight - I have not received any return calls. Their lack of customer service is unbelievable.Desired Settlement: We have not been billed yet for our 1st month. We want to cancel our contract and not be billed in the future.

Business

Response:

We cancelled the customers account and will not be charging his account any further. The account was cancelled on November 18, 2014. [redacted] was verbally abusive with our staff and was under contract. We cancelled his account 11 months early since we do not want to further aggravate the situation. We are notifying [redacted] of the cancellation today by certified mail.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution will be complete when we receive confirmation that the credit card charges from November 18th have been credited back.

Regards,

Review: The contract termination details are not fully explained at time of signing up with Massage Envy. We signed up for a one year contract, not understanding they would continue to charge us a monthly fee. When we tried to end the contract we were told we would have only 30 to 60 days to use up the credit we had run up with them,from the time we ended the contract, and after that time, if we had not used up the credit, we would lose it. Unfortunately we have been busy so its hard to get in and use up the monthly they were charging us, so... we continue to run up the amount of the credit with them. They refused to refund the credit we had run up with them, or to allow us more time to spend it with them. So we are stuck. All this is legal according to the contract they put out-- but we did not fully understand how 'sticky' and 'un client oriented' this contract is when we signed it.Desired Settlement: We would like to be able to terminate and either have the entire credit for un-used services returned,whatever it may be, or to be able to have a six month period over which we can use up that credit with their services. 30 to 60 days is not enough time to use up the credit. They do offer good massage. The problem is with their 'sticky' contract.

Consumer

Response:

At this time, I have not been contacted by Massage Envy regarding complaint ID 10308153.I was in the shop, and I closed my membership, and explained it was because of their contract policies. they said they had many complaints about their policies but those were set at corporate level and there was nothing they could do about it.Again, services there were fine, but the problem is with their outmoded, outdated, contract policies-- which the Business acknowledged were a problem, but not one they could fix. So I quit my contract with them, and managed to arrange my schedule so I could use up the outstanding balance, in a short period of time... they did not offer any other option.

Regards,

Review: The clinic administrator has a horrible attitude. Especially when someonehas done something wrong on their end. I'm a member and I wanted to give afriend a service. At the time I had 10 services. I was told that I couldn'tdo it over the phone. I scheduled an appointment over the phone for myselfand my friend two days prior. When we received the service, I paid fullamount. The introductory fee. No one explained why and I didn't make it anissue. I contacted another location and they advised that I could give aservice to another person. I called the location back and the manager toldme that my friend was eligible back then but not now cause he used a servicewith an introductory fee. I don't know the procedure and it should've beenexplained properly on the initial day. But instead of apologizing for herworkers error. She just was rude and told me there was nothing I can doabout it at this point. I called the regional people who advised the ownerwould call me at a later date but at this point with the horrible customerservice, I will cancel. Most of my friends are members of this location andthey are trying to move to another location. There is no customer serviceand this woman needs training!!!Desired Settlement: Refund and an apology for poor customer service

Consumer

Response:

At this time, I have not been contacted by Massage Envy regarding complaint ID 10722402.

Regards,

Review: Sales associate erroneously charged my debit card. She supposedly did a credit to my debit card and as of 9/9/2014 the credit has not showed up. The transaction took place on 8/23/2014. The associate had a difficult time took 10 to 15 minutes. I called Massage Envy on 9/9/2011. The associated said she remembered the transaction and had to get with the manager and would call me right back. I have not received a call since. The amount is $159.03 that they have held and have not returned.Desired Settlement: I want my money returned to me. Apparently, their associates need training. You should not let people deal with monetary transactions when they apparently don't know what they are doing.

Review: On November 18, I made an attempt to schedule an appointment with this location for the week so that I can use up my massages before my membership expires. I was on hold for 10 minutes before the desk person came to the phone. Even so, she was having problems giving available dates for me to choose. I will assume that she was knew or uncomfortable with scheduling appointment because she had to keep putting me on hold. She came up with the same day at 9pm and Monday, November 24 at 8pm. I told her to schedule the appointment on November 24 and not to keep November 18 at 9pm. She replied that I can call back to cancel. Because I know that they are very particular with same day scheduling, I declined and told her that I will call another location for an appointment. Otherwise, I will call back to see if that appointment is still available and schedule it then. That was acceptable before we got off the phone. Obviously, she booked the appointment anyway because I had a missed call with a message from the location at 9pm looking for me to show up. I contacted the location on the following day and she said that I agreed to that appointment and that she was looking for me to call to cancel. With that said, it was considered a no show in which I was still charged. I told her that is not the case and tried to reexplain but the representative decline to hear my standpoint. At the point, I requested to speak to the Clinical Administrator, who was very argumentative and talked over everything that I was saying. I requested information to contact the owner and her full name to file a complaint. She declined and only gave me her first name, [redacted]. She recommended sending feedback to corporate and mentioned that it will come back to her anyway so it doesn't make sense for me to comment and accept that I lost that massage. I cancelled the other appointment and made aware that I will be contacting someone about this matter and how rude she was to me.Desired Settlement: I would like an immediate response on this matter and refund of my massage.

Consumer

Response:

At this time, I have been contacted directly by Massage Envy regarding complaint ID 10313482, however my complaint has NOT been resolved because:

business decided not to honor my request. They responded short and rude. It resulted to me losing $59.00.

Sincerely,

Review: I signed up for this service but have rarely used it. Apparently you can never cancel the membership. They have about $400 in credits from me. I think the fair business practice would be to let me out of the contract and call it even. Even gyms let you out with a penalty fee.Please help.Thank you.Desired Settlement: I would like to be let out of the contract permanently.

Business

Response:

We have reached out to Allaire to try and resolve this issue, either through cancellation or other options we have available. She has yet to return our phone calls. Allaire has agreed to make 12 payments for the wellness program, she has just fulfilled her twelfth month and is eligible to cancel. Please have her reach out to us. Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. My husband did reach out to them on my behalf. It was agreed I can go on Saturday November [redacted] and sign the cancellation paperwork. I will send you another email when this matter is settled.

Sincerely,

Review: Massage Envy of New Orleans at the location specified above has mismanaged my membership with their business. I acquired numerous massages through monthly fees during my tenure with the company and on many occasions I utilized 90 minutes massages instead of 60 minutes. When ask why my count is never in half hour counts when I inquire about my standing massages, I could never get a real answer. Then, after withdrawing my membership because of it, on the last day of utilizing all of my pending massages, I attempted to use my last massage, but the company pull it from the system causing me to pay $79 dollars for a massage that should have been covered through my monthly payments. Spoke with the manager on several occassions about this and now she doesn't answer my calls.Please help.Thanks.Desired Settlement: Refund my payment and recheck my usage. I am sure I have a couple of massages even there that needs to be refunded to me.

Business

Response:

Dear [redacted] and Revdex.com Correspondents,

Review: My experience with Massage Envy's membership policies and staff have been quite disenchanting. I held a membership for a year but, received spa services and referred several customers for about (3) years. Upon my expiration of membership, Massage Envy's staff didn't inform me that I only had 30 days to use my last (2) spa services. Unfortunately, my 30 day interval was actually less than (5) days away. When asked to speak to a manager, staff explained that there was no MOD present and , I'd have to call back the next day. Furthermore, I called the location the following day to speak with a manager and experienced several challenges with staff. Moreover, I still was unable to speak with a manager to resolve my complaint/concerns. After several weeks of effortlessly seeking resolution, I was able to speak with a manager whom's attitude was nonchalant and offered no indemnity for unused membership services. The manager also was very passive about the lack of staff's awareness and unprofessionalism.Desired Settlement: In efforts to resolve this complaint, I'd like Massage Envy to consider refunding the (2) months of unused membership fees charged or services.

Consumer

Response:

At this time, I have not been contacted by Massage Envy regarding complaint ID 10458919.

Regards,

Review: About 3 years ago, I purchased a package of 6 massages from Massage Envy. I received one massage from Massage Envy, a couple of days later, I could not turn my neck and went to the emergency room due to severe pain. I spoke to someone at Massage Envy, and told her what happened to me. I told her that I was afraid to get any more massages at that time because of my injury. Of course, I can not state for a fact that the massage caused the injury. Nonetheless, I was in extreme pain and I was terrified about anyone touching my neck/back other than a therapist. The woman at Massage Envy was very accommodating at that time, and told me not to worry. She assured me that my massages would be there for me WHENEVER I was ready. She said that I could come to have a milder massage or facial...whatever. She NEVER mentioned a time limit to me over the phone. Since I was satisfied with her response, I just waited until I felt comfortable enough to go back there. When, I called to inquire about my package today, the person on the phone told me that she did see that I had 6 massages left on my package that I did not use but that my membership expired years ago. She said that the only way to get my 6 massages back that I paid for ALREADY was to rejoin and to PURCHASE another package of massages! I am appalled by this because I am not asking for anything from them other than what I paid for. I was told VERBALLY that I could come back when I was ready...No deadline was mentioned to me during my last conversation with them over the phone.Desired Settlement: I paid for 6 massage visits, and I all I am asking for are those visits that I already paid for. It is not costing them a single cent to give them to me... I paid for them already. It is the principle behind it. If they are unwilling to do this, then they should refund my money to me in full.

Business

Response:

[redacted] was a member at our location as of June **, 2009. She joined for a 6 month membership in month to month auto renew. (Our memberships default into auto renew on a monthly basis, not another membership term.) After joining, [redacted] came in for one massage on October **, 2009. On December **, 2009 her membership went delinquent because the credit card was unable to be billed. We weren't able to get in touch with [redacted] until January ** 2010. At that time she updated her credit card, made her December payment, changed her monthly billing date to the [redacted] (for January) and requested to take the auto renew off of her account. On January **, 2010 we left [redacted] a message letting her know she had 6 sessions to use by February **, 2010. She never called back to book any appointments nor did she book any at time of auto renew removal. [redacted]'s membership expired on February **, 2010.

We haven't spoken to [redacted] until she called to use her sessions on July **, 2013.

Unfortunately, I am unable to include attachments to this response. You can go to [redacted], click on membership on the top tabs, scroll down to "For additional information refer to the Massage Envy Membership Terms and Conditions." Under Notes about your membership, the 3rd bullet down explains the terms of unused sessions after membership expiration.

I escalated [redacted] to the Eastern Corporate headquarters. [redacted] tried contacting [redacted] but was unable to get in touch so she left a message.

I explained to [redacted] that we can have her sessions that expired with her membership 3 years ago reactivated, if she were to enroll in a new membership. As the massage Envy Terms and Conditions state, she would have to have an active membership and be in good standing to use membership services.

Consumer

Response:

At this time, I have not been contacted by Massage Envy regarding complaint ID [redacted].

Sincerely,

Review: I went to have a facial done at the above address on May **,2015. This was my first visit as a new member. At the start of the facial I was burnt in my left eye with the steam machine. Even though I was promised half off for my treatment I was charged the full price. No one ever bothered to call to see if I was alright or if they could assist me in any way. It was I who had to call and repeat my concerns. I spoke with 3 manager, the last being Phil.Each of them give me a different story about the issue. He asked what I wanted I told him I was never credit me as promised and in good faith they should charge me half for my facials for the remainder of my membership. Today Phil comes back to me wanting me to send information about my eye as if they did not know I was burnt. My women Simone who did the facial was very upset went out and called the owners to complain. I am the one who has to stop 6 times a day to put in drops and wait 20 minutes to focus. I went to the doctor two weeks ago and since that time have had to put drops in my eye to help my mucus water in the eye regain it's function on it's own without the drops. After which I will need to put the drops in for several more weeks. That's provided that the first set of drops fixes the problem. Phil was very rude to me Today when I told him that I wanted to cancel all three of the memberships that I purchased. He in fact stated to me that he would not cancel my memberships. I not only want all three of my memberships canceled I also need the 4 charges of $73.14 returned to my American Express account. These charges are for my may [redacted] treatment and the others are for the charges they just charges me yesterday. I need this all to be forwarded to me in writing and no further charges to my account or anything on my credit report. I was very fair to Massage Envy from the beginning. All I wanted was a credit for my first visit an apology and a little compassion as a business owner to a new member. Know I just want all ties dissolved immediatelyDesired Settlement: To have my refunds in my account ASAP and no further charges for my membership and all 3 of my membership canceled ASAP. I would like all this in writing and forwarded to me before I consider this matter solved. I know longer wish to do business at this place of business.You do not fix a problem by creating a new one.

Consumer

Response:

At this time, I have been contacted directly by Massage Envy regarding complaint ID [redacted], however my complaint has NOT been resolved because:

[Your Answer Here]

MY funds was returned to me however they never forwarded the letter to me stating that my memberships were cancel and nothing was placed on my credit report and no cancellation fees are reported. I need this sent to me in writing to my address[redacted]. As soon as this is received the case will be closed.Thank you for your help regarding this matter

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, my complaint, [redacted] regarding Massage Envy has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: On December **, 2012 I informed Massage Envy of my current situation. I was affected by the storm, Hurricane Sandy and I had to move to another state. At such time I was willing to complete the term of the commitment but that I could no longer continue with their services to please close my account.

On 2/**/2014 I contacted [redacted] from Massage Envy as to why my new credit card was being debit by their business without my authorization 6 months later for another 8 months at a total of $472.00, from June 2013 up until January 2014 when I indicated that my account should have been closed in Dec of 2012. [redacted] indicated that I released my new card information to them to continue using their service which is not true, and would not credit back the last eight months. [redacted] never stated to me that I would need to fill out a termination letter provided by them nor did she give any additional information prior as to what the detailed procedure would entail to officially close the account, I took our verbal discussion in December 2012 as the indication that the account would no longer be billed.Desired Settlement: To refund my credit card and have a state investigation as to the business ethic practices of the company.

Review: I have been a member for over a year and have had numerous billing errors and appt booking issues. Recently I missed a payment from auto pay on the [redacted] of tho month. I received a letter from a collection agency today dated 1/**/15

I have spent 3 years cleaning up my credit and now I have been sent to collection for being 11 days late on a payment! Please look into these billing practices and this company thoroughly!Desired Settlement: I would like to cancel my membership and have my credit restored. I would like my name removed from the collection agency and have this place thoroughly investigated!

Business

Response:

We have already resolved all issues with this client. We honored her requested, cancelled her membership and waived her past dues. If anything is needed please let me know. Thank you!

Review: Several months ago I had a service issue that I raised to the owner of Massage Envy with No response back. I had signed up to a year plan and then just went monthly from there. My credit card company changed my credit card at the same time as I was having service issues. the changed the card because of the target breach. It was not only difficult to get appts when needed, but the therapists were not up to par and their ease of doing business was difficult. I was going there to have massages for an issue I was having with my shoulder. I had gotten an [redacted] on my neck to find out I had two [redacted] in my neck which I had [redacted] this was the second [redacted] I had on my [redacted]. Even though I didnt notify Massage envy of the change since I was month to month as the year commitment was way over, they continued to charge my account. With my credit card company on the phone we cancelled the membership, but then again the next month we got billed again and again had the credit card company call with us and now I had them block any further payments to be made. Now I am getting a collection notice for yet another month. They were notified twice of this cancellation, and three if you count the email I send the [redacted] I will not continue to keep paying.Desired Settlement: The membership to be cancelled and them to stop calling and the collection notice to be negated.

Business

Response:

After reviewing this client's membership, [redacted] has never contacted us regarding his interest in cancelling his membership. We will honor his request and cancel his membership effective immediately. We have contact the third party collection agency to make them aware of this change.

Review: On Thursday Oct **, 2014; my boyfriend and myself both had appointments for facials and massages. We arrived on time and filled out all the paperwork including speaking to the [redacted] about areas of concern. We both were in separate rooms for the treatments. In my facial, the therapist was very nice and completely appropriate, she did recommend a lotion that she said she would leave in the front for me for when I leave; I did explain at this time as well areas of concern and sensitivity. After the facial, the massage therapist entered into the room and it not a good experience, the level of talking throughout the massage left it near impossible to relax, constantly being told to relax and let go was actually quite frustrating and did not help to make the atmosphere a relaxing one. Upon leaving, I rejoined my boyfriend in the waiting area and asked how his treatment was and he responded that it was good, he actually fell asleep. When we went to the front desk to pay, I asked the [redacted] if the facial technician had left the lotion at the front which she did, she them brought our three products the facial tech for my boyfriend left at the front, he asked why would she leave these for me since she said I had perfect skin, the [redacted] didn't have an answer and asked which he would like to purchase. I purchased the lotion and he did end up purchasing one of the products left for him because of the level of pressure being put no the products, then the [redacted] went into the membership information, we said we weren't interested and for about another 10 minutes she tried to convince us to sign up for this membership. we both left feeling very annoyed. The next morning I woke up and my face and neck were completely transformed, the skin around my entire eye area was swollen to the point that it looked as though I had been crying for a week straight and my neck was covered in red marks all over, like a rash. I contacted the spa and destiny answered the phone and I explained the situation and she said she would have a manager contact me back. It is not Saturday evening and I have not received any return phone call. the swelling in my face has gone down mostly but my neck is still covered in red marks.Desired Settlement: This was not a good experience, we have been to spas so this was not our first time and the feeling we had leaving was not a good one and the after effects on my physical appearance has been especially frustrating having to go to work looking like this.

Business

Response:

The business has responded. Please see below:

We are very appreciative of the feed back we received from this customer and apologize for what seemed to be a longer than normal response time on our behalf. We have already communicated with the customer and refunded her facial service and we will still accept the product she bought for a refund if she mails it to us.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Massage Envy was not able to schedule a hot stone massage due to the therapist scheduled was not flexible with my daily activities. The supervisor scheduled my hot stone massage at [redacted] for 11/**/14. I was not happy with this but I needed to relax and pamper myself. I was feeling discomfort on my back after the hot stone massage. I got home and noticed 3 burns on my back. I immediately drove to the walk in clinic in [redacted] and was diagnosed with a 2nd degree burn (bill $216). I called Massage Envy and was informed that the supervisor would get back to me the next day of my injury. I was not able to communicate with the supervisor [redacted], so I wrote a complain on the website. [redacted] contacted me and we agreed on a cancellation of my membership and refund of the massage I had not used on a monthly basis. I was informed I had a credit of 5 massage and the refund for the massage on the 11/**/14. The monthly $59.99 was charged till 1/**/15. I now have a permanent scar on my upper back. [redacted], assured me that she would take care of the refund and the medical bill. On 2/**/15 my bank account shows a credit for $20 and $179.97 (3x59.99)Desired Settlement: I am waiting for a refund of $549.94216.00+539.91 (9x59.99)=749.91749.91-199.97 (refund2/**/15 to bank account $20+59.99x3= 199.97)=$549.94

Consumer

Response:

At this time, I have not been contacted by Massage Envy regarding complaint ID [redacted].Sincerely,[redacted]

Review: I have been a member at Massage Envy for well over a year now, I would say closer to 2 years. I pay $50.00 a month to this company. I use a different location for my primary location, but my boyfriend lives in Midlothian so it was more convenient to come to this location for this specific appointment. I called over a week ahead and scheduled an appointment for me and my non-member boyfriend to get a one hour massage together. While, on the phone I transferred one of my credits, to his new account, as well as paid the transfer fee. I asked the representative on the phone if I could pay the introductory rate for him his first time and use the credit later, for the next time we visited. She told me yes, and explained how that works, and just to let the cashier know on my date of service that is how I would like it done. Upon arriving at our appointment, I told the cashier that, and she began telling me I cannot do that. If I pay the introductory rate for 40.00 later on he will not be able to use the credit because it will not cover a full 80.00 massage. I specifically asked the first lady I talked to that, and she said no, that’s not how membership credit transfers work. It didn’t matter if he was a member or not. One credit transfer will cover a full massage for a nonmember, once every 6 months. I also called last night after my appointment and was told the exact same thing. So for whatever reason the lady at our appointment didn’t want me to pay for him to have his first massage. After filling out paper, we are directed back to the quiet room. As our therapists walk up to shake our hands, his therapist bursts out in a chuckle, to her surprise my boyfriend doesn’t have a right hand to shake. He was born with no lower right arm, with a small hand at the end of his elbow. So she tries to cover it up, and reaches for his left hand. As they are directing us to our room, they are whispering to each other about “his little hand” and how they both saw that, chuckling to each other. As if this wasn’t rude enough, come to find out after our massage was over, I ask my boyfriend how he enjoyed his first massage, and he said he loved it, he has never had one before but he was pleased. We start discussing details of how massages work, etc., he begins to tell me, the therapist wouldn’t even touch his arm!!! So not only did they not allow me to pay for the service the way I wanted too, but were rude to us, and didn’t even give my boyfriend the full massage that I paid for.Desired Settlement: I would like to be able to purchase a full body massage for him at the intro price, as I wanted to do first off. I would not like to go back to this location though. I have never had any problems at other locations. I would like to be contacted about this matter.

Business

Response:

Revdex.com spoke with a representative from the business who stated that upon receiving a survey from the customer, they attempted to reach out to the customer to discuss her issues but she was not willing to discuss her issues with them. They've stated that they can apply the credit she used back to her account upon receiving her credit card information, so that they can charge her for the introductory rate to use for her guest. The business stated this will be done once she calls to provide a credit card number and asks to speak to someone in management.

Business

Response:

Revdex.com spoke with a representative from the business who stated that upon receiving a survey from the customer, they attempted to reach out to the customer to discuss her issues but she was not willing to discuss her issues with them. They've stated that they can apply the credit she used back to her account upon receiving her credit card information, so that they can charge her for the introductory rate to use for her guest. The business stated this will be done once she calls to provide a credit card number and asks to speak to someone in management.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I do not wish to pay them any money. I don't understand why they want me to pay more for something I already paid for and was dissatisfied with. The "representative" they had call me, was the therapist that mistreated my boyfriend, so no I do not wish to speak to her. I called and asked to speak with a manager, but instead was told to call corporate if I had a problem, because their manager wasn't accepting phone calls....??? So please tell me another way to solve this?

Regards,

Review: I went in for a massage on Aug 10th and Sept 13. I was in a car accident 7 months prior to the visits. This was explained and the only concern was do you want a membership. When I went to the doctor in Sept, he advised that the massage had cause further damage and to reframe from going there until instructed. I explained this to the staff and they completely ignored this, did not let me know what I needed to make sure no payments were taking out of my account. The owner was also negligent and no response from corporate as of yet. The amount is 119.83. My doctor states that I can not receive this service and I feel that they are taking my money for services that I can not receive and feel that its okay. I will pursue a suit if needed. Please help, this is not right and un-honest. How can you let a business operate in your communities that steals from people. No service, no money.Desired Settlement: I want a refund and cancellation of services completely. I do not want any ties with this company.

Business

Response:

Revdex.com spoke with [redacted] from the business. From the notes of this file on the 27th the customer was contacted a refund was provided and membership was canceled.

Review: Company solicited a year subscription, refused to allow me to book appointment every time I called. I cancelled my card and they placed a charge against my bank account for services that were not authorized on a new card number I did not allow them to use. I want my year subscription back in full for taking money and not providing or allowing me to provide serviceDesired Settlement: Someone needs to give me back my money as NO SERVICES were ever used asCOMPANY refused to allow me to make ANY APPOINTMENTS

Business

Response:

I have reached out to [redacted] on 10/**/14 regarding this complaint. I have left two messages on both numbers she has provided to rectify this situation. I have attached her membership agreement which states two reasons for cancellation and refund, neither of which she is eligible for. [redacted] has yet to return my calls, could you please have [redacted] reach out to us at ###-###-####.

Thank You!

This business is poorly run, inadequately staffed and engages in fraudulent business practices with customers it entices to enter into a monthly massage program. I have always had difficulty in scheduling, or even getting through on the telephone, at several locations; massage therapists who are quite good seem to move on to other jobs soon, so consistency in a therapist is an issue. Most importantly, if you try to get out of your "membership", they give you a major runaround. In my case, they continued to bill me for massages not needed or used, and then reported me to collection bureau and to credit reporting agencies, claiming I owed them money for unused services. Very unprofessional, sleazy behavior overall. If any questions, see the hundreds of negative reviews online, and the class action case which was brought against them.

Review: This is the second time I've had a billing problem with Massage Envy when they screwed up my billing. I told them I wanted to cancel over a month ago. I spoke to Ellie (manager) the first few days of June. I confirmed I wanted to cancel and said "I want to confirm I will only be getting billed again on June [redacted] right? Since my billing is always on te [redacted] of the month. I just want to confirm that I'll still have 2 massages left." She said yes that I'll only be billed 6/*/15 & I'll have two massagea left to use.I came in on June [redacted] to use one of the massages and spoke to Bianca. I confirmed with her as well. I came in for last massaged 6/**. Imagine my surprised when I check my credit card on July * and see that they didn't bill me until 6/**. I had a zero balance on that card and now I have a $59.99 charge. I called and Ellie said I'll have to speak to Bianca. She finally calls me back july *, 2015. She says "Ellie waved your charge on 6/* so I don't know why she did that but you used your last massage, so I don't know why you think I can do for you." I said she needs to speak with Ellie and resolve this. She said she would and will call me back. I had to call her back on Monday, July *, 2015. She gave me more excuses and said they weren't going to do anything to fix it, even though I was billed 3 weeks after I was originally told. Who does businness like this? They were both extremely unprofessional and unhelpful. I will be telling all my friends and family not to go to any massage envy ever again.Desired Settlement: I think they need to issue a full refund or partial refund for their error and putting a balance on my credit card 3 weeks later than promised which could affect credit score. Not fair to me.

Business

Response:

Per our membership agreement, all clients are given the companies policies and procedures upon the initial enrollment. Our cancelation policy states that all client must fulfill their signed agreement and may provide us with a written notice or completed cancelation form. The process take 30 days to process and any billing dates that are scheduled within this period will be billed. That will be the last charge per their membership and they will be given 30 days to use any accrued sessions before the expire. [redacted]'s last billing was scheduled to come out on 6/*/15. I spoke to [redacted] regarding this charge before it was billed and she was aware of it. I then booked her one last sessions to use up that last charge. However, my assistant manager then spoke with [redacted] after our conversation and accommodated [redacted] by waiving the last payment. [redacted] came in for her booked service (6/**/15) that her and I booked. She was charged for her service ($59.99-member rate) because she did not have a monthly billing to cover this massage because it was waived.When I explained to [redacted], because the service was rendered I unfortunately could not refund the charge. I also explained to [redacted] that she saved $10 off of the monthly dues for June.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

You don't tell someone that their billing is coming out on 6/* and then waive it....and then charge them on 6/**. Both managers told me I had two massages left. I don't know why the last would've been waived since I made it clear I intended to come back 6/**. It's bad business charging your customers 3 weeks after the you said you were going to and after they put in cancellation. It proves why your customer service is so terrible and most people don't come back for that reason alone. This is not the first time massage envy screwed up my billing and they offer nothing to resolve it.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,