Massage Envy

Review: After a great experience as a guest, I purchased a membership to Massage Envy. Over the course of the contractual year, I ended up only being able to use a few visits, not once monthly as I'd hoped. In attempting to cancel my membership, I was thoroughly questioned then informed it had to be done in writing with 30 days notice. Additionally, once cancellation occurred, all the credits I had already paid for would be voided and no refund or services provided. So they paused billing, I was able to use some without accruing more or spending more money. When they restarted the billing, I still had a few credits left, but preferred to just give them up than continue the monthly fees. I've since attempted to cancel twice, yet am repeatedly billed. Phone calls are poorly received and customer service disappears when I mention cancellation. Appointments I make, with a guest to try and help use the credits, are bumped. I'm VERY frustrated. I feel that this is nothing but a money making ploy and I need these funds for more important things, like tuition and groceries, yet can not get Massage Envy to honor my request to stop billing and refund the charges.Desired Settlement: Refund of charged fees from past two months, $118. (59/mo)Cancellation of account. Ability to use credits already paid for, or refund of those credits ($167)

Business

Response:

We did call this client on 7-15-13 to discuss her options. We have not received any written form of cancellation to end her agreement. We have worked with this client in the past to let her use her

membership without being billed. She stated in her complaint that her credits would be voided if she cancelled her membership and this is not true. We will wait for client to call us back so we

Review: In November (because of Black Friday), I scheduled my regular appointment at the [redacted] location of Massage Envy instead of [redacted].

When I left my appointment on 11/27, I told the manager at the desk that I wanted to schedule my next appointment for [redacted], which I thought he did. When I called to check with them, they didn't have it on the schedule, so I scheduled for 12/21.

On Monday 12/23, there was a charge for $19.50 on my [redacted] Debit Card. I called Massage Envy @ [redacted] and was told it was for a missed appointment at 10 am. I am sorry, but I would not make an appointment on a Monday at 10 am because I have to be at work. I was told as a courtesy, the charge would be removed. At this time, which is 12/27, the charge hard posted to my checking account and it was not credited back.Desired Settlement: Refund for $19.50 that was charged.

Business

Response:

[redacted] from the business called and stated the consumer has been refunded the $[redacted] and it will take a couple days to show on the card.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

Review: I requested my contract to end due to the fact that financially I am unable to maintain my payments, and also due to the fact I have not been able to visit the facility on a monthly basis.

Another issue is the fact that when I did request an appointment at least a week or so in advance, I was still unable to receive services from the requested therapist, due to full booking.

I have tried other therapist and my experience was awful. I just want to cancel the contract.Desired Settlement: Would like refund and cancel contract, if refund can not be issued, I would be happy with cancellation of contract.

Business

Response:

March 8, 2015Revdex.com Case # [redacted] has been a member of Massage Envy Southpark since October 27, 2014. She agreed to a 12 month membership contract that expires on October 26, 2015. To date, Mrs. [redacted] is two months past due on her membership. Mrs. [redacted] spoke with one of my sales representatives ([redacted]) last week and asked that her overdue payments be taken from her account on March 6, 2015. When we attempted to debit the account the transaction was declined.Our Customer Service Manager ([redacted]) has made several attempts to contact Mrs. [redacted] via phone and email to make payment arrangements but has not received a return phone call. Massage Envy Southpark understand that hardships occur and we make every effort to work with our members. There are several options available to Mrs. [redacted] such as, freezing her membership for several months and extending the terms of the agreement (i.e. no payments due during the freeze period) or making multiple smaller payments. Lisa is very creative in working payment arrangements with our members but Mrs. [redacted] needs to contact her at [redacted]Concerning Mrs. [redacted] complaint about “unable to receive services from the requested therapist, due to full booking”. This may very well be a true statement depending on what day of the week she is trying to book; i.e. Friday evenings and weekends are our busiest times; or who the “requested therapist” is. Some of our most requested therapists are booked up to six weeks in advances. Our members are always highly encouraged to book their following appoints at least a month in advance in order to ensure their desired date, time, and therapist. Our members have priority booking but short notice appointments are difficult to accommodate especially if it is a by-name request for a specific therapist. Mrs. [redacted] not getting her requested therapist within a week of the desired appointment is not sufficient justification to terminate her agreement.Massage Envy Southpark is eager to work with Mrs. [redacted] to complete the terms of her 12 month agreement. [redacted] is aware of Mr. [redacted] concerns and is ready to assist with payment options and advanced scheduling.

Consumer

Response:

I have reviewed the offer 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.

My primary reason for rejecting the "freezing" of payments was due to that it would cause my contract to be extended. I don't want it to be extended for any reason, when I asked about payment arrangements I was not given any options! I have also not received a call from anyone in the past few weeks, I did receive a letter from a collection company!

Regards,

Review: My wife and I signed up for a monthly massages for a 12 month contract.We missed one month when we went on vacation and was told we would have 2 sessions in any one month time period to make up for the missing month.Now we are told we made up our one missed month but they couldn't show us where or when we made up that missing month in any 30 day time period.Desired Settlement: I would like out of the contract that ends in October. Or, at least get back that lost session.

Business

Response:

[redacted] and his wife had initially signed up for their 12 month membership on their first visit, September [redacted] 2013. As the membership agreement states, you are billed the same day for each of the 12 months. His billing date is the [redacted] of each month, meaning he would need to come at the end of each month in order for him to be entitled to his service. (In example, if he wanted to come in on October [redacted], he would need to pay out of pocket because his October payment hadn't gone through yet) [redacted] and his wife did not use their services in December and January, but being that our membership allows unused services to be rolled over into the following months, they were able to catch up on their unused services. I had emailed him his exact history of his membership, clearly indicating his uses as well as his payments, as well as verbally explained it to him via phone. They both currently have one service entitled to them, until t heir May payment goes through, which is on the [redacted] of May. Making it only 1 service available, not 2.

He wanted to transfer one of his wife services to a guest they wanted to bring in for a massage. However if they were to transfer one of her services to that guest, that would leave her with no services for herself, making her pay out of pocket before May [redacted]s payment.

Consumer

Response:

Even though the explanation and the method by which it was delivered is confusing, after reviewing the records they provided, I understand what happened.

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: I called the Massage Envy (Short Pump, VA, Pouncey Tract) inquiring regarding my membership and ability to donate one of my sessions. I have had a membership with that establishment for almost two years. My wife and I visited there once and decided to contract two memberships. I have had two instances prior where the Short Pump location service was not up the par, which in turn created discomfort for wanting to visit the spa.

Therefore, my account has been accumulating sessions, on average with 5 months being carried over. It is someone’s birthday this Sunday and I wanted to donate one of my session to them. I called the facility and was told that I could ‘transfer’ one of my sessions, but there would be an additional $10 charge for doing so. I asked to speak with a manager, as I thought it was a bit unfair that the service is already paid for and it is on my account, and I have to pay an additional fee to donate and do something nice for someone else.

The person transferred me over to a manager named [redacted]. She quickly explained that the fee was a requirement, in accordance to their policy, as the person in receipt of the donated session will have the luxury of experiencing the same perks as an actual member. I tried explaining to [redacted] that the policy made no sense to me, since the service had already been paid under my account. After a couple of exchanges and me stating my reasoning for that fee to be waived, [redacted] agreed to waive the fee and made an assertive statement, which I thought was inappropriate: “WE WILL DO IT THIS ONE TIME, BUT IT WILL NEVER, EVER, HAPPENED AGAIN!”

The aggression and the way she came across bothered me and I reiterated to her that my net worth to the massage envy is $1300+ a year and we are debating over $10. To my surprise, she boldly replied, “WHAT DOES THAT HAVE TO DO WITH ANYTHING?” While this exchange became uncomfortable and I kept asking for someone hire up, like the owner. I was told numerous times, that the owners do not speak with members. Again, in the service industry, it was mind boggling for me to hear that someone goes in business, but desires not to speak with their consumers. Most importantly, [redacted] mentioned that her manager ‘[redacted]’ was interviewing and that she can have her call me back. My preference was to speak with someone right away, which did not happen.

The conversation escalated to [redacted], after I called back within 10 minutes, where it actually got worse. She was not apologetic regarding the way [redacted] spoke to me. She sided with [redacted] and stated that I was verbally abusive, after 20 minutes of discussion with me where we did not have any solution, because I stated their service was horrible, horrific, and that they lacked managerial skills. [redacted] thought that my comment regarding net worth to [redacted] was pertinent to my actual net worth and not the Massage Envy’s net worth, which appeared to had been misinterpreted by [redacted]. Again, with no sight to an apology, she asked if there was anything that she can do and that she would be getting off of the phone, and preceded with hanging up on me.

I hope that Massage Envy owners receive this complaint and understand that if I wanted to cancel my membership, I would have. But, the massages are soothing and relaxing to my wife and me, when we actually get to an opportunity to setup a session. However, the managerial skills of the managers in charge of operations need to be improve upon and since there are so many happy customers, as [redacted] mentioned, if a member ask for a mean to reach out to someone at the owner’s level, a contact info should be provided. You can’t go in a service industry and decide not to deal with your customers. I understand that I may not be important to you (spending $1330+/year); but, my hope is that you will treat me with respect and that your managers do not speak to me in any type of condescending manner.Desired Settlement: My hope is that the owner will take the time to listen to the call between myself and [redacted], as well as the call between [redacted] and me to have a final/objective opinion, as to how both calls went wrong. At the end, we can all discuss the solutions (Owner, [redacted], Myself), that way it can be prevented for the next caller/member.

Business

Response:

A message has been left for this client to call me to see if we can help him further.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

Review: I have contract with massage envy that expired this month. I Do Not want to renew and they have First charged my bank card without my authorization when credit card did not go through for one payment then even though acct was made current they did not respond to my request to not renew contract. I have emails as proof of conversation with manager [redacted]. I have repeatedly stated I do not want to renew contract now that it is over and they continue to insist. I have paid for 5 sessions at this point ($69.99 each) that I have not been able to get due to my scheduling. I am not requesting a refund. I am requesting not to renew. They keep insisting. I understand they work on commission of contracts sold. Please help with this sales practice that becomes harassment and unethical. Thank you.Desired Settlement: End to contract offerings and charges. They can give the 5 sessions at $69.99 owed me as a gift to a cancer organization. Thank you.

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,

I think the response was to my email which was dated and time stamped same date as complaint and shortly after sent to Revdex.com.However, I agree to not being billed anymore. That is all I wanted. Thank you for your assistance.[redacted]

Review: The company's practices are very deceptive. They get you to join for $59.99/mo which they say is a one

hour massage. It is not one hour it is 45 minutes. They also ask that you tip 10-$25 per massage.

The receptionist do not let you know how much you have on your account. They bill you every month and if you don't use it in a month it is kind of cloudy.

Anyway here is my issue:

After one 1 year I did not renew my membership but kept on a month to month basis. Due to illness in family I asked to freeze for 6 months from 10/15/15 to 6/15/16. The manager said I would need to pay $59.99 so I did. I haven't gone for a massage since September 2015.

One January 8, 2016 I decided to end relationship with massage envy. Sent them a notice by registered mail and asked them to cancel. They should have canceled in 30 days which would have been 2/8/16 but they charged my charge account on that date without authorization from me for $59.99. They didn't notify me to let me know they were charging my account. I saw it on my credit card statement.

side note:

I wanted to stop going there because since they have been charging my card every month I have had numerous compromises/ hits on my credit card and my credit card company cancelled my card each time. Also, I never felt like they were every honest with me. The prices are really kind of a scam and if you can figure it out you probably are a manager for Massage Envy.Desired Settlement: Please refund my $59.99

Business

Response:

Customer [redacted] was refunded for the amount she disputed of $59.99. [redacted]

Review: In January 2014, Massage Envy contacted me to let me know the automatic monthly withdrawal did not occur because of my debit card was rejected for account number. I advised the representative the debit card was compromised and a replacement was being issued by my bank and as soon as I receive the replacement card I would contact Massage Envy to provide the new card number.

A week later I contacted Massage Envy and provided the new card number. Two months later, in March I receive a call from Massage Envy stating the payments haven’t been withdrawn because of the debit card number.

By now I did check my account number and in fact the monthly funds were not being taken out. This was Massage Envy’s fault, since I had provided the new debit card number. I also found it surprising that it took them two months to tell me this. My contract with Massage Envy ended April 22 2014.

Then on June 25, 2014, I received a voicemail massage from Massage Envy stating the funds had been withdrawn for the months due and that I should call to set up an appointment for a massage. I questioned this call since Massage Envy had neglected to withdrawn the payments upon receipt of my new card number, this was upsetting to me that Massage Envy would suddenly confirm receipt of payment and I questioned why there had been such delays and how payments were actually taken out of my account.

On June 25 I then called Massage Envy and spoke to a representative by the name of [redacted], who then stated the employee who left me the voicemail message was incorrect and I still need to pay for the months they could not withdraw. I explained to her this is all their fault from neglecting to withdraw the payments once I provided the new debit card number. I requested to have my membership cancel, after all I haven’t used their services and the non-payment is their fault. [redacted] said to me the contract can’t be cancelled unless it’s paid current.

[redacted] then stated to me that she would talk to her manager and assured me she would contact me the following day, however, I didn’t get a call back from [redacted].

I am requesting for Massage Envy to cancel my membership, their negligence to withdraw the payments accordingly is not my fault. I did what was asked from me which was to provide a working debit card number of which I did the same month my card needed to be replaced. Massage Envy of Fredericksburg needs to take accountability for their wrong doings.

At this point I am really tired with dealing with Massage Envy and their lack of professionalism. Their actions and false information is not acceptable.Desired Settlement: My desired outcome is for Massage Envy to cancel my contract effective immediately. Massage Envy failed to withdraw the monthly withdrawals after I provided them with my new debit card number.

Business

Response:

Thank you for allowing us to respond to this complaint. I have the General Manager of our Fredericksburg location reviewing the details of this issue and we will provide a suitable response once I receive her comments.

Respectfully,

Chief Operating Officer

Business

Response:

Hi,

I just wanted to provide an update on a previous complaint against Massage Envy of Fredericksburg, VA. I did post an interim update, but the website would not allow me to post a follow-up.

Our General Manager did contact [redacted] and was able to satisfy her issue to her satisfaction.

Thank you again for allowing us to address the issue and give us the opportunity to make our customer happy.

Kind Regards,

Chief Operating Officer

Review: I signed up for a membership on 12/28/15 ..... today is 1/19/2016 and I am due to be charged my first membership fee on 1/28/2016 no services have been rendered under this agreement nor has any money been exchange at this time.. I am having financial hardship and can no longer afford the monthly service fees, therefore I did contact the business to cancel the membership however they were unwilling to cancel the membership.... I was understand the assumption that I could cancel the membership at any time before fees or services were exchanged none of which as happen yet... I have NO intentions to EVER use this membership..Desired Settlement: I would like to cancel the entire membership

Business

Response:

Hello,I’m writing in regards to a complaint received from S[redacted] Ms. [redacted] signed a one year agreement with us and committed to making 12 payments beginning in January. She did initial and sign each aspect of the membership agreement and did not ask to cancel within the 3-day cancellation period. She spoke with a manager on 1/19/16 and was offered delayed payments to assist her with her financial hardship, delaying them for up to 6 months. She did not find this solution acceptable and stated she would call us back later, but did not. We have cancelled her membership being that she does not intend to make any of her monthly payments that she agreed to. Thanks,[redacted]

Review: I unfortunately signed up for a contract with massage envy for six months. I was told when I signed up that since I live 30 minutes away I would be able to break my contract if I needed to do so. I should have not believed what the sales rep said but unfortunately I did so and did not believe she would lie. After an unfortunate experience with a terrible masseuse sbd treatment I asked to have my context terminated. I have only had the contract 8 days. The person billed me for a late fee because I was not comfortable with the masseuse and refused to cancel the contract.Desired Settlement: Cancel contract as services are not as advertised snd misinformation was given.

Business

Response:

This is in reference to customer [redacted]. I spoke to the client the day she filed the complaint. She voiced her concerns and by the end of the conversation she rebooked another appointment with the massage therapist in which she had the first time she came and signed up for our wellness agreement. Our policy states if you a client is running late they get the remainder of their appointment time as other clients are waiting for their session. If our therapist are running late they are to give full time. [redacted] arrived for her appointment 20 minutes late, she says she was aware of the policy but wanted what time she had. The therapist she had is not a conversationalist, (which most people don’t want to talk through the session) however this client was upset her kids were sick the night before and she was running late and our therapist didn’t show any empathy bout her situation. Our therapist told her of her time remaining and asked what areas of focus would she like ….the client responded “ don’t you have my file” the therapist said “ thing may have changed”. The therapist left the room for the client to get undressed, when she returned the client told the therapist she didn’t feel comfortable so she didn’t want the massage. I had two front desk associates working one of whom the client raved about and one she didn’t. She was charged the a cancellation fee of $20 because that is our policy, the therapist could have been booked with someone else. Her complaint was she thought she could cancel at any time but that’s not why she complained and refused service from the therapist. The therapist never began the actual session and the client ended it. We have to pay our therapist and based on her complaint of the contract that has nothing to do with the therapist compensation. She signed an agreement knowing she lives 30 miles away, we would not sign someone up and then tell them they could cancel at any time. It states it all In writing and I can give a copy of the agreement where the client initialed and signed. To wrap up our conversation… the client said well maybe the therapist was having a bad day like I am, so what can we do. I said we can prebook you with the therapist you like for all your future appointments so we can ensure you get what you expect. She said that was great, we prebook her appointment and she is due in this week. Please if you have any other questions or concerns give me a call at [redacted] Thank you, [redacted]

Review: The contract with this company states in order to cancel the contract we needed a letter from a dr to advise that the involved party couldnt have massages due to medical issues. I was shot in Nov 2013 resulted in a shattered femur unable to walk or do much there was a letter submitted to the company prior to cancel and they only froze the account and after it was unfrozen they charged me when the account should have been cancelled we then again received a second letter from the dr advising of the outcome of the injuries sustain we then asked Massage Envy to cancel again and reimburse for charges that were made since Nov 2013 as a result of the account not being cancelled when it should have been. We have faxed cancellation letter and left numerous of messages for the owner to call as the manager stated this is not something they can authorize which I find unprofessional since they are the manager.Desired Settlement: We need a refund for any funds they deducted and took from my account going back to Nov 2013 as this account should have been cancelled in the beginning as requested.

Review: I received a gift card for a 1 hr massage a plus a extra add on they offer, gift card amount is for 75.99. I called to schedule a appointment they then told me it would be 79.99 for a hr massage, and that what was sold and I received as a gift from my husband was not valid because I had ben there before. and that they were sorry the person told my husband wrong when he got the gift card! so I asked to speak to a manager , explained everything to her, then she told me the same thing! I then told her I've never had this problem before and they are telling me what they sold him was not valid and that id actual have to pay 4 plus tip extra along with my gift card fr a hr massage! she said she wouldn't refund him! I'm very disappointed as I've gone here for yrs. and that the manager couldn't fix the problem, an they actual are doing false advertisement to sell gift cards it was on "valentines day" they even looked up in the computer that what was sold to him was a hr for 40.0 plus a add on and gratuity included so a total of 75.99 gift card. I'm so upset! this business is trying to scam people!Desired Settlement: I'm very upset with how the manager handled this and I will no longer ever go here in the future! id like a refund to be giving to my husband so I can go somewhere else and would not even like to get a massage here now after speaking with a employee and a manager !and the manager didn't fix or adjust anything

Business

Response:

Revdex.com spoke with the business on May 28, 2015 who indicated that they did honor the special rate for the customer and that she had her appointment on May 26, 2015, and they consider the complaint resolved.

Review: I visited the Massage Envy location on 8/2/2013 for a first time massage. I was offered a monthly membership with no money down required with the first payment scheduled for September. It sounded like a good deal & I initially agreed. Once arriving home I discovered that the membership wouldn't be covered under my insurance plan. I immediately drafted written correspondence on 8/3/2013, went to the post office to get my item stamped with a receipt, and mailed it to the same location. On October 18th I received an email advising that my account was going to be sent to collections in 30 days. It also stated that phone attempts were unsuccessful. I immediately replied advising of my written letter less than 24hrs after signing up for the membership. I also advised that I had not received any phone calls regarding the account. I had given them the proper phone number when making my reservation. I received a response back from [redacted], clinic manager, that they did not have a good number & he wanted to discuss ways for me to keep my membership. My prior email requested that my file be updated to reflect that I had documented correspondence along with a receipt from the [redacted] as confirmation of my cancellation. On yesterday I discovered that $177.00 was posted against my checking account on 11/7/2013. This was not authorized and is unsettling that my wishes were not honored. The clinic manager disregarded my two written statements advising that I was not continuing the membership.Desired Settlement: I would like the transaction to be cancelled and funds returned to my account immediately. I would also like to be removed from any mailings or promotional advertisements.

Business

Response:

This client visited us and signed up for a membership which is a twelve month agreement. We did not receive any kind of notice directly after signing up that she wished to discontinue the membership. When her first monthly payment was scheduled to go through, on September 2nd, we attempted to call her to let her know the payment had not processed. Because the number we had on file was not correct, we were not able to contact her via phone. Since September we have sent 4 emails and 3 physical letters to attempt to get her account updated for her membership, or to have her contact us in any way so that we could help her with her membership. The first response received was on October 19th, when she responded to an email stating that she had already cancelled her membership. At that time we responded to let her know that her membership was not cancelled, and that we needed to discuss this further in order to proceed. Our accounts system attempts to pull all past due account every Friday, so on Friday November 8th her payment successfully went through for all three past due months of payment. At this time we received our second email from her stating that she did not authorize the payments. This client's contract is not eligible to be cancelled at this time, however we have attempted to contact her several times in order to go over her options with her membership. Rather than call us back or attempt to communicate she has submitted a complaint here. At this time we am waiting for an emailed response from her in order to get this matter resolved.

Review: At the time of signing up for membership, I told the sales person that I could not get massages every month and was reluctant to sign up for this reason. I only have time to get a massage every other month and the manager at the location told me that I could freeze my account every other month for the duration of my contract so that I would not be charged every month. At the time I signed up, I filled out freeze requests for every other month for the entire year of 2013. My freeze was supposed to start in February 2013 and continue every even month for the entire year of 2013.Starting in June of 2013, I started being billed for massages every month even though the freeze was supposed to continue every other month for the entire year. As a result, I have had 4 unauthorized charges to my credit card in 2013, some of which put me over my card limit and I incurred fees as a result. I've also tried faxing in a request to start in December 2013 but I was charged anyway. I have moved away from the location in July 2013 and do get massages in the Newport Beach location, however, I am unable to resolve my billing issues at this location. I've spent hours (literally) trying to resolve the billing issues. I've spoken to 4 different managers at the Seal Beach location since I started trying to resolve this issue in November of 2013. They all said they would refund me for the months I was billed but I only received two refunds at this point and am still due two refunds for 2013. I've also spoken to the regional manager, [redacted], who said she would help me to resolve this. She never resolved the matter or returned my call to her to follow up.At this point, I have also been billed for December through February despite having faxed in a freeze request before December 14th. I've spent much more time and effort attempting to resolve these billing issues than actually getting massages. I'm extremely frustrated. I'm no longer willing to go through traditional channels to resolve this.Desired Settlement: Please refund immediately all charges to my credit card and void the contract. I would expect a refund for even those massages that I used considering the extremely poor management and horrible customer service I've received.

Review: I received a gift card for Massage Envy at Christmas from a friend. When I called the location near my house, I was told if I wanted the services indicated on the card (massage and facial in the same day) I would have to drive to Huntington Beach, which is 50 miles from my home. I was also told that there was a time limit on the specific special which most likely had expired.My friend in Huntington Beach would not have purchased this gift for me had she known of these restrictions. She was not informed at the time of purchase. I did contact the regional developer and was informed I could use the card at any location for the value of the card, I could drive to Huntington Beach and redeem the gift card for the value or I could contact the location and ask if the would increase the value so it would cover the expense of the services on the special.This seems to me to be deceptive advertising and should be of concern to all involved at Massage Envy as well as all consumers.Thank you,[redacted]Desired Settlement: I want the services purchased available at my local location.

Business

Response:

Hi [redacted],

If you can have [redacted] send the CG number located on the back of the card and the location she would like to use the I can put additional funds on the card to cover the service.

Thanks in advance for your help!

GM - Massage Envy Spa Bella Terra

Consumer

Response:

I have reviewed the 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.

The response was sent many weeks after I have already used the gift card. I am sure Mr. [redacted] is aware of the situation since the card number was originally provided.

There is no further need for action. I have mentioned my issue with Massage Envy to all of my friends and will continue anyone who asks to forego using their services.

Regards,

Review: I received a gift card from co-workers. When I tried to redeem it, I was told it had a zero balance. I was told at three different locations that no services could obtained without swiping the card. At no time did the card leave my possession. THEN they tried to tell me the lady who bought it for me must have used it. I verified the card was purchased in March of 2014 for $120.00. I was told it was used in December 2014 and January 2015. I was told they were working on it AND then they called my co-worker and accused her of using the card.

These people are unethical! They accused my friend/co-worker of using my card. They again said no services could even be scheduled without the card being present.Desired Settlement: I would like them to give me another gift card for $120.00 and an apology to my friend/co-worker.

Business

Response:

Hello! Please see my response to the Revdex.com complaint ID [redacted], and please let me know if there is anything further that I can do to help resolve this case in a positive way!

Review: on 7/28 I had 2 back massages at $49 each. I had a $100 gift card so wanted to pay for the 2 massages and I gave each Massage Therapist $11 each for the Tip. I checked out with an [redacted] at the front desk, she tryed to sell me the Monthly $59 special massage I explained I was not interested at this time, she then went on 2 more times to push me to why I did not want to buy the $59 a month ... I made something up like it was the money,thought she would stop pushing me,then she was mad, she said she had to post the charges separately I said that was fine? , then next thing she told me was oh your card only has $51 on it. I said No it was a Gift from my Manager at it is for $100, this went on for 3/4 times back in forth me telling her it is a gift card for $100. She told me No It only has $51 I said that would be right you just ran one of the charges for $49 and $100 minus $49 Equals $51. She said no you dont understand at this point she was getting mad at me Who argues with a customer? I have never been talked to like this ever in my life but a business ? Not Right. I was not going to be abused in this way and just gave in she said you owe $49 for your Daughters massage how are you going to pay for this? I gave her my Personal *ank Card. She ran my card for the $49 and it was debited the same day. Then I asked her for my Gift Card back and all the reciepts involved in this transaction. She never gave me the reciept for the 1st charge of $49 using my Gift Card. [redacted] was Shaking and very nervous after I asked for the reciepts and said something like I need to write on the card it has a 0 balance I said fine write whatever on it I want it back. So I went on Massage Envy's Feedback page and reported all that I said in this complaint Then the next day I did get a call back from a [redacted] office manager) and she stated oh the girl messed up and I reviewed her transactions and she posted over $49 she said she would credit my bank acct the $49 in 5- 10 days, When I asked what [redacted] had posted the $51 for? when the charge is only $49 I said what happened to the $2 ? do you just keep that? why did they do that when the correct charge is $49, she said oh I can give that to the massage therapist as extra and put it on the Gift card? I said I paid Cash to each therapist $11 for tips. What did [redacted] mean by crediting the gift card? I did ask [redacted] if [redacted] is on commission only, she stated yes she is. I also mentioned she could benefit by extra Training on Sales and Customer Service That she was very pushy and mean.Desired Settlement: For Massage Envy to clean up there act. Stop taking money from consumers and treating the consumer like they're stupid. We are not !!! They can not keep doing this and stay in Business and if enough people SPEAK up we can shut them down. They are Scam artist's not sure if this is part of the training / and Sales techniques but it is not right. We live in America,!!!! People we will not be taking advantage of. Thank goodness for the Revdex.com to report Scam artist's, like this company. This is hopefully my first and last time I ever need to report a company.

Review: I have been a member of this location for about three years. My father pre-pays for 12, one-hour massages as a Christmas gift for me.

For over a year, now, I've been having 90-minute massages. When I check out, I tell the person to only take an hour out of my account and I'll pay for the add'l 30 mins. Thinking that's not difficult, I didn't ask how many massages I have left until this past May. When I was told I had 6 1/2 massage left, I knew something was up. How can I have 1/2 a massage (1/2 hour) if I always tell them to use one full hour? After going back and forth for days, the manager credited me an hour's worth of services (30 mins for the ‘missing’ half hour and another 30 mins of credit for missing money from a gift card I have.) I thought that was all taken care of until Sept. I was told I still have 2 1/2 massages left. Another manager was supposed to help me with it, but she never did.

Someone in customer relations 'fixed' this by taking 30 mins from a gift card and applied to to my acct, so I'm still short.

They've charged my CC twice (never asked to have it on file), they've told me my massage was at a later time than scheduled, so I missed time.

The least they could do was give me the 30 mins I feel I'm missing (again...told me the wrong massage time one day, so I missed out on my full time-no apology/attempt to fix).

Told me my dead mother gave my gift card to someone. ?? She was dead for 10 months! No apology.

Their customer service is beyond horrible and they wish to make things right with the customer.

All I want is my 30 minutes. That is NOTHING for them. But will make a happier customer. Who might return...

Their front-desk personnel is inept, as are some of their managers. I dont' think the owner even cares.Desired Settlement: I will be better about keeping tabs on the employees when it comes to 'checking me out' after services. But if I tell them to do one thing and they do something else, they need to fix that.

I just want the 30 minutes added to my account.

Review: At least 3 1/2 years ago while my husband was undergoing treatment for his cancer, my sister, Cindy Smith, who lives in Thousand Oaks, CA and I signed up with Massage Envy, so that I could have a respite from caring for my husband and our monthly visits to UCLA and then Cedar Sinai. We did this for over a year but in 2011 my husband's condition worsened and I suspended my membership with Massage Envy (they knew that I lived in Bakersfield and that my husband was ill) and advised them that I had no idea when I would be able to commence again due to my husband's illness. Rick passed away December 6, 2011. In or about May of 2012 I received a bill from Massage Envy for $200+ and I contacted them as to why I was being billed this and they wanted to know why they were not able to access my account. I explained again that I had suspended my membership indefinitely (and that I had $50 on account) and that my husband had passed and I was not going to Thousand Oaks on a monthly basis anymore and would not be reinstating. The lady said that she would take this information to the manager. I have since received a notice that they have turned it over to collection and now state that I owe them $660+. This is quite outrageous. They are acting as if I would indefinitely be paying them even though I was not getting treatments. And I had contacted and explained that I would not be reinstating, even if they put a date when the account would be "unfrozen."Desired Settlement: I want them to acknowledge that I do not owe them for services which I have not taken and were not billed to my account.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10090376, and find that this resolution is satisfactory to me.

I had tried to send you a message after receiving the call from the Massage Envy manager but it would not go through. I would like to withdraw any negative listing for this store. The manager was very apologetic and stated that the previous manager had not kept any records and basically misinterpreted accounts. I want to thank you for your assistance in this regard.

Regards,

Review: I visited Massage Envy on September 26, 2013 for a massage. At that time I signed some documents which I assumed were liability waivers. I am elderly and have attention deficit syndrome. No mention of the requirement to make monthly payments was mentioned to me. Since then they have been charging monthly payments to my credit card. I did not notice the payments for almost a year. I have not used their services since my September 2013 massage. When I finally noticed the payments on my credit card I called and complained. They said they could not refund the payments, but if I cancelled they would charge no further payments. I cancelled and they subsequently changed another payment to my credit card.Desired Settlement: A refund of 12 monthly payments of $54.