Massage Envy

Review: I signed up to receive massage services. not long after I was required to have my father move in with me to care for. according to the contract with massage envy my contract cannot be discontinued for one year. I did request suspension of charges for six months; after which I could reactivate my account if possible. my bank account shows I have been charged even though the notes with the manager say I should not have been charged. I again requested a termination of my account. the manager said she would look into this. after nearly one month again I have not heard from them.Desired Settlement: I request a refund of the charges for the months not used; after the management agreed to put my account on hold. I agree with their contract of one year. but if the management agreed not to charge me, then it was not fair to charge me without contacting me. they were perfectly happy to call me and ask me to come in to try a new service. but when pressed about my account, the employee said they would look into it and politely hang up

Review: Massage Envy promotes package deals where you order 4 massages for a slightly reduced price. The problem is when you arrive at your last scheduled massage they automatically schedule and bill you for another massage. When the customer tells them they do not want to schedule another massage, Message Envy tells the customer that they cannot stop the contract without telling the manager, who is not there and that the customer will be billed regardless. In my case I scheduled the next massage then tried to stop again. Message Envy tried to get me to continue. I told them no and that I was can canceling service. The employee told me my contract was canceled. But then many weeks later 11/21/15 they call me to inform me they have billed me for 4 more massages, I told them I did not request that and I did not want the service. I received a call (phone message) from Massage Envy on 12/21/15 saying I had been billed for another massage, I called back and said I did not authorize this and to reverse the charge. They refused. I do not want the service but they refuse to stop the charges. This is a fraudulent practice that needs Revdex.com intervention and public protection.Desired Settlement: I want Massage Envy to reverse the charges for services not rendered. I want them to discontinue contacting or charging me for anything. I do not want their services. The public should be made aware of their practice.

Business

Response:

Dear Revdex.com,

Review: Massage Envy Franchising, LLC and it's Irvine Northpark Plaza franchisee practice aggressive, deceptive and unethical sales and retention practices. After binding myself to a year contract with Massage Envy on 8/22/2014, I found that I was directly lied to by the sales agent during contract discussions. Specifically I was told that (a) I would have the ability to transfer unlimited unused massages from my account to a guest with a surcharge but no other limitations, (b) any massages accrued over the course of my contract could be used post-cancellation of my contract and would not expire, and (c) after my year contract was up, that I would be transitioned to a month-to-month billing cycle which could be cancelled easily at any time. I eventually found out that each of these three verbal promises were untrue.

To date I have only used four of my 14 accrued massages due to high anxiety caused by dealings with Massage Envy sales and retention staff. I am two months past my contract end date and am unable to even cancel my account without paying for an additional month due to me signing into Massage Envy's unethical contract on the basis of fraudulent claims by the sales and front desk staff at the Irvine Northpark Plaza franchisee location.Desired Settlement: I am primarily seeking the immediate termination of my account (no more payments to Massage Envy) along with reimbursement of my paid-for but unused massages ($59.99 x 10 unused massages = $599.90). I now have higher anxiety, the exact opposite outcome that I was seeking when joining, caused by my dealings with Massage Envy Irvine Northpark Plaza sales and retention staff and just want my money back for the percentage of services that I forgo-ed due to this anxiety.

Business

Response:

To whom it may concern - a credit was issued for all his outstanding services from his agreement on October 21. An email was sent to the customer informing him of this. Please see attached PDF of credits. thank you. [redacted]

Review: I am extremely disappointed with the customer service I received by the staff at the Le Paz location. I feel I was misled as to the services and benefits I would receive by becoming a wellness program member. Specifically, I was never informed that I'm only allowed to gift my monthly massage to the same person every six months. I was also never informed that my underaged child, who is 16 years old could not receive a private massage, although she has received multiple services including massages (at the costa mesa locations) in which I was never present. Today, May 18th I contacted the supervisor at this location (Mrs. [redacted]) to share my concerns and displeasure, and I could not believe how I was treated. She was short, defensive, very rude and condescending. She showed no empathy, and she was unwilling to listen much less try to find a solution to my problem. The worst was when she insulted me by saying that she trust her employees and there's no way I could not have not been provided with all the information before becoming a member. So she basically called me a lier. However later in the conversation she admitted that this particular information is not disclosed at signing. I must say that my husband and live-in nanny have been members of massage envy for over a year and they had never been provided with this information either. No further assistance was provided when I called back to cancel my membership. I tried to speak to another member of their staff, but they simply didn't answer the phone. I guess I will have to go in person. Needless to say I do not recommend Massage Envy to anyone.Desired Settlement: I would also like an apology by this so called supervisor at this location (Mrs. [redacted]).

Business

Response:

May 28, 2014

Revdex.com

4747 Viewridge Ave, Ste 200

San Diego, CA 92123

Dear Ms. [redacted],

While we are certainly disappointed to receive your letter regarding the claim made by [redacted], ([redacted]) we are encouraged by the fact that you recognize there are two sides to every dispute.

As Ms [redacted] states, she did call to make an appointment and request to transfer a massage and she was then told of our transfer policy which states that a member may only transfer one massage to the same individual in any six month period. When Ms. [redacted] suggested it is not fair, because we did not disclose this fact when she joined we pointed out to her that this is disclosed in her membership agreement by reference to a complete listing of all membership policies on MassageEnvy.com, a fact that we tell to all members at the time they purchase the membership. At this point, Ms. [redacted] began to raise her voice and the employee on the phone transferred the call to our manager, [redacted].

Before [redacted] could introduce herself on the phone, Ms. [redacted] yelled at her, “You’re going to do as I say”. Really? That’s not a way that anyone should speak to another person, especially if the intended result of the conversation is a reasonable accommodation/compromise to the rules. When [redacted] could speak, she attempted to explain the member-massage sharing policy which was only responded to by more yelling, a threat of physical violence, and finally a loud “[redacted]” before Ms. [redacted] hung up the phone. [redacted] called me immediately after the call and I suggested that she call the police to give them advance notice of the threat so they would know the situation is urgent if they were to receive another call from us.

The following day, Ms. [redacted] submitted an email to our corporate offices requesting that I call her and letting them know that she wanted to cancel her membership. I called her back and explained to her that I expect our employees (and the manager) to always be respectful to members and guests, and to operate with a customer is always right attitude, but I do not expect our employees to accept abusive language or behavior. Additionally, that because of her abusive language and behavior I was cancelling her membership, effective immediately. Being that a cancellation is what Ms. [redacted] says she wanted in the first place, I am not sure what sort of “mutually satisfactory settlement” the Revdex.com would like to achieve in this case.

With regard to her underage daughter (an issue not previously raised with us), we ask that a parent be present to protect the child and also to protect the therapist. Once a minor has seen a particular therapist a few times and both the minor and the parent feel comfortable with an un-chaperoned session we will allow it, provided that the therapist is of the same gender and is also comfortable working with an un-chaperoned minor. I cannot comment further on this issue as I do not know what transpired at another Massage Envy location.

Of course, no small business owner ever wants to lose a customer, but in this case it’s just best to part ways.

If you have any further questions, please feel free to contact me.

Sincerely,

Owner

Review: my credit card has been charged for past three month for the amount of $59.99 each month without using their services. I called several times requesting my money back and I also went to the store, but nothing was resolved! they gave me a poor explanation that it was related to my membership that needed to be cancelled. I went twice to the store and sign the form to cancel it, but I'm still being charged for something that I'm not using. This is a complete fraud. Please help get my money back.

They also have very poor customer service when it comes to handleling complaints!Desired Settlement: I need to be reimbursed for the total amount of $179.97

Business

Response:

Dear [redacted],

Review: In December 2012, I contacted Massage Envy to tell them that I would need to put a hold on my account and suspend monthly billings for an indefinite period because I had been diagnosed with cancer and had upcoming surgeries and an uncertain future. I didn't want to cancel my membership completely, because that would result in me forfeiting all the massages I had paid for (about 8). Over the phone, they told me that they normally only suspended accounts for 3 months, but indicated that they would freeze mine indefinitely because of my medical condition, provided I sent them a doctor's note. On December 21, 2012, I received an email confirming that my account had been frozen. On February 5, I emailed Massage Envy Eastlake to tell them I needed my freeze to continue, because I had additional surgeries. I received an email dated February 5 from the Clinic Administrator, [redacted], stating: "I went ahead and froze the account, please give us a ring when you are ready to start coming in again. The only thing we would request is for you to bring in a doctors not authorizing you to get massages again." Today, I was checking my [redacted] and discovered that Massage Envy process charges for $59 in January, May, June, July, August, September and October, without my knowledge. They charged me for January, after telling me they froze my account. They started up my membership again without telling me and resumed billing. I now have paid for at least a dozen massages, more than I will ever be able to use. I have to reactivate my membership to be able to use them, and that means I will have to keep paying for an additional one per month.Desired Settlement: I would like either (1) a full refund for all massages I have paid for to date, so that I can discontinue my membership, or (2) a refund of all amounts billed in 2013, after they told me my account was frozen, and confirmation that my account will remain frozen with no additional charges until I reactivate my account with a doctor's note. I can't find this branch of Massage Envy in the fictitious business name listings for County of San Diego, and they are not listed with the Secretary of State as either a corporation or LLC. So, I don't know who their agent for service of process would be should I want to sue them to recover these amounts.

Thank you for any assistance you can give me.

Business

Response:

Hello [redacted],

Thank you for contacting us regarding this complaint. My name is [redacted] the Manager of Massage Envy Eastlake clinic #0416. We are Owned and operated through Charis Group LLC.

I spoke to our client [redacted] regarding the charge issue we had on her account. Apparently there was a mis communication and emails that did not get delivered to process the nessary actions to her account. Unfortunately, this led to reoccurring charges to her account. I did go back to refund the charges and she requested and would love for her to come and get her monthly services again at our location. We are pretty much set and will just be waiting on her call back in order to move forward. We will work with her as best as we can and provide her with our 100% customer service!

Review: On 9/12/2012 I received massage therapy from Massage Envy Spokane Pavilion. I was pleased with my massage and was happy to pay for the service including a generous tip for my masseuse at that time.IMPORTANT- I am blind. I have no usable vision. I entered Massage Envy using my white cane and dark glasses. Just in case the white cane and dark glasses werent enough to identify me as a blind person I made a point of verbally telling them I am blind.Upon paying for the services rendered to me that day, the customer service representative asked me: Would you like to get your massage for free today? I answered: Yes.The customer service representative told me: If you sign up for our membership you will receive your massage today for free, we will then bill your credit card once a month for the amount of $49.95 monthly. You can cancel your membership at any time, and we will stop billing your debit card the monthly charge. This sounded like a fair deal at the time. I assumed the customer service representative was being honest and forthright. I later found out this is not the case.The details of the contract I signed that day were intentionally not divulged to me. I believe the customer service representative at Massage Envy Spokane Pavilion deliberately and with intent, tricked me into signing a contract equaling a $600.00 commitment based solely on the fact that I am blind and an easy sell. She knew I was completely blind and unable to read the contract. She knew, and fully understood, that I trusted her statement: You can cancel at any time.After having a sighted friend read me the contract several months and hundreds of dollars in charges later, the contract clearly says: Your membership term begins 9/12/2012 and expires on 10/1/2013.This means even if you do cancel the membership, Massage Envy will still continue to bill the remaining balance, equaling over $600.00. I now have over $500.00 in charges (massage credits) from Massage Envy Spokane Pavilion debited from my bankDesired Settlement: Refund remaining balance of membership pre-paid credits

Business

Response:

[redacted] came in for a massage on 9/1/12 with a guest pass from his girlfriend, [redacted]. [redacted] was a member with us at the time and had been since the prior month. [redacted] was given a presentation for membership in which the membership presented to him, just like it is for any person. [redacted] was sold an add-on membership to [redacted], and he agreed to the terms and conditions of the agreement and was given a signed copy to take with him if he wanted someone to review it with him. The agreement states that any person signing a contract has a 3-day grace period in which they can change their mind. Also, [redacted] stated he resides with [redacted], who was a member.

On 5/2/13, after 8 months of membership and 8 reminder calls regarding his massages, [redacted] called regarding his account. He asked some questions of the front desk associate and made an appointment for the following month.

On 12/2/13, [redacted] called again regarding his account, knowing that his 12 months of membership were completed and that he was in the auto-renew portion of the agreement. He was informed that he would need to provide 30 days written notice. He requested that a form be sent via email. One was emailed to him same-day. But on 12/6/13, [redacted] called once more and said he never received it. Two separate front desk associates confirmed the email with the attachment were sent the same day he requested it and they offered to send it once more to a different email if he’d prefer. During this conversation, [redacted] became hostile and said it would be within Massage Envy’s “best interest” to just cancel him without notice.(One month later he filed a Revdex.com complaint.)

On 12/9/13, the front desk associate he spoke with on 12/6 notice that a form still hadn’t been submitted, therefore she called [redacted]. She offered to skip some payments so he could use more credits if that is why he wanted have more time to use them. [redacted] asked to have one of the massages transferred to his girlfriend, [redacted]. In January, [redacted] transferred two more of his massage credits. And his account was cancelled on 1/31/14.

[redacted] transferred a total of 3 massage credits to other guests, so they were used. In addition, he received 4 massages on his own during the time he was a member. [redacted] claims to not know what he signed up for, but didn’t make an issue of it until the end of his time as a member. And he is stating that he is out money, however 7 massage credits were used. We also offered to give [redacted] additional time free of charge to be a member so he could use more massage credits, but he refused.

Therefore, I am confident that [redacted] was not mislead into believing anything dishonest whatsoever. He understood the terms of the agreement and had a signed copy of the agreement in his possession. He also resided with another paying member that referred him, and who’s membership he was added to.

If you would like any further information, please contact me via this email address. Thank you for the opportunity to share our details with you.

Health & Happiness,

Clinic Administrator

Massage Envy – Spokane Pavilion

509-465-ENVY (3689)

Review: I called on June 25, 2013 to schedule a massage. I still had 4 hours left of massages. The last time I was there on May 15, I checked with the receptionist and she said I had until July 2013 to use the massage since I still had 4 hours left so they will extend to July. Now I am now being told that since I signed off on the paperwork for June I was in error and I am no longer a member as of June 15. Unless I become a member again and I bet you theyll say 6 months and then extend to 12 months.. NO WAY WILL I EVER BECOME A MEMBER OF MASSAGE ENVY. INSTEAD OF RELAXATION, YOUR COMPANY BRINGS STRESS. THIS IS THE FIRST BUSINESS IVE DEALT WITH CANT COMPRIMISE BY BENDING A LITTLE TO SATISFY THE CUSTOMER I tried to settle TODAY, So I do not have to go to the Better Business But to no avail. Massage Envy lacks training and customer service. The contract is deceitful and no kind of consideration. On my first massage with massage envy, I came in for the special like $49.00 When checking out on the same day, I was told that it was going to cost $200 vs. $49 if I dont sign up. Thus, the only reason I signed up. Now, I find out that the $200 would be on my second visit. Had I known that I would have never signed up. HELLLO!!!!Now the same with the last massages. Massage envy did the same thing again. Dont really know how Massage Envy stays in business. Massage envy could have given me the expired hours via a gift card but no.Desired Settlement: Desired Settlement: I would like the rest of the hours returned via gift card for massages or a refund. I paid for all of the massages to include the last 4 hours which massage envy was trying to get away with.

Business

Response:

[redacted],

we are sorry to hear that you feel this way in regards to the membership and

our service. Yes we do offer a membership which of course is the most

economical, but a membership isn’t required to use our services. On your first

visit, we do provide you with information about the membership, as well as the

rates as a non-member, for your knowledge of our company. We do apologize if

there was a miscommunication of the rates that we provided at the time of check

out. With your membership, we did work with your account in order to allow you

time to receive your membership services without any further charges, as we

waived several months for you to use your membership at no cost. We provided

you with the Massage Envy Cancellation Form on April 8, 2013 in which you

filled out and returned to us that same day. We then processed the cancellation

of your membership on April 9, 2013 and sent you an email to confirm the dates

to use your membership services on file, in which you confirmed in an email

response on April 11, 2013. We gave you twice as much time as normal policy

would allow providing excellent customer service to you on Massage Envy’s

behalf and giving you the time needed to use up your membership services. Unfortunately

your membership services are just that, they are services provided to you and

available to you as a member. We are truly sorry that this may have not been

more clearly communicated so that you understood the policy, however it is provided

for you on the cancellation form, and the agreement in which you originally

signed on September 20, 2012. Since Massage Envy is a franchise, you could have

definitely used your membership services and privileges at any location if you

feel that we were not providing the appropriate customer service. We do

apologize about the experience you had with us, and the possible

miscommunications that may have occurred.

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 company's policies are so confusing. Read their reply!!! The bottom line is Massage Envy admitted to a misunderstanding yet still did not bother to provide a refund. But made them look good instead. The response to my message was going around in circles apologizing about the misunderstanding but does nothing to solve the complaint. IM NOT SATISFIED WITH THE OUTCOME OF MY COMPLAINT. NO WONDER SO MANY PEOPLE HAVE CANCELLED THERE SERVICE WITH MASSAGE ENVY. I WILL NEVER PATRONIZE MASSAGE ENVY AGAIN. I HOPE YOUR HAPPY WITH WHAT LITTLE MONEY YOU TAKE FROM YOUR CLIENTS. GOOD LUCK MASSAGE ENVY. DONT KNOW HOW LONG YOUR BUSINESS WOULD BE AROUND. I HOPE THE BEST FOR A COMPANY WHO DOES NOT WORK WITH A CUSTOMER IN ORDER TO KEEP THE CLIENT. CUSTOMER SATISFACTION IS NOT A MOTTO IN YOUR COMPANY. success is based on the amount of suckers that comes in and confuses the heck out of them.

pls have massage envy provide a refund. The clear thing is they still owe me unused hours that I already pd for. How hard is that to refund??? I was willing to accept a gift cert but no longer I want a refund

Regards,

Business

Response:

[redacted],

We are

sorry to hear how you feel about your experience with us we do strive to make

every client of Massage Envy’s experience a great one. Like we stated in our

previous response your membership services are available to you as long as you

are an active and current member with Massage Envy. Unfortunately we are unable

to refund your expired membership services our cancellation policy is stated

clearly on the form which we sent you via e-mail April 8, 2013 and which you

confirmed April 11, 2013. This is the correspondence that we exchanged in regards

to your cancellation:

From: [redacted]

To: Eastlake Massage Envy <[email protected]>

Sent: Monday, April 8, 2013 7:17 PM

Subject: Re: Cancellation request form

attached is my cancellation form

On Mon, Apr 8, 2013 at 2:51 PM,

Eastlake Massage Envy <[email protected]>

wrote:

Hi

[redacted]a, we received the comment you submitted about wanting to cancel your

account. We do need to you fill out a cancellation request form that I will be

attaching to this e-mail. Once we receive the completed form a manager will be

contacting you when they process the cancellation.

Assistant Clinic Administrator

Massage Envy Eastlake (0416)

878 Eastlake Parkway Ste. 911-912

Chula Vista, CA

P.619-482-2072

F.619-482-4364

From: [redacted]

To: Eastlake Massage Envy <[email protected]>

Sent: Thursday, April 11, 2013 11:10 PM

Subject: Re: Cancellation

Thank you so much. :)

On Tue, Apr 9, 2013 at 5:53 PM,

Eastlake Massage Envy <[email protected]>

wrote:

Hi

[redacted]a, We processed your cancellation request form and since you have four and

a half member service hours on your account we will extend the time you have to

use your sessions. Usually you have thirty days to use the service hours on

file but we waived the months of April and May for you so that you can come in

and use those service hours on file. You will no longer be charged and you will

have until 6-19-13 to use your service hours after that they will expire; if

you have any questions or concerns don't hesitate to contact us we hope to see

you soon.

Assistant Clinic

Administrator

Massage Envy Eastlake (0416)

878 Eastlake Parkway Ste. 911-912

Chula Vista, CA

P.619-482-2072

F.619-482-4364

After you confirmed the details of your cancellation

April 11, 2013 in our records it shows that you only redeemed one and a half of

your membership services on 5-15-13 during the two and a half months (71 days)

that we gave you to come in and use your membership services on file. If you

like we can mail you a copy of your signed agreement and a copy of the

cancellation request form you submitted to us. Again we are sorry to hear that

you were unhappy with your experience at Massage Envy and hope that this

response will help clarify the details of your cancellation and membership.

Review: I'm disappointed, because I was so excited to make a same day appointment. I took a little nap, but woke up late, and I knew I wouldn't be able to make it on time. I called to ask to reschedule for later that day, and was told no, I'd be charged a cancellation fee of 50% of the charge for the service I had scheduled. I was so disappointed, and now really stressed out because I couldn't get my massage, and was still being charged for an appointment I had barely scheduled 2 hours earlier, and would just like to reschedule for 30 mins later. They were not flexible at all, even though I have a membership, and have been there many times and never cancelled/rescheduled an appt before. I had even taken my mom here before and she got a membership like me, I was told I get a free massage for everyone I refer, but since it was 31 days when she signed up for her membership and not within the 30 days, they said I only got a free 30 min upgrade, and they didn't give that to me automatically, I had to call and ask for it. This place will try and nickle and dime you. I wish I would've realized before I signed up for the membership. They have a strict cancellation fee for membership as well, and you get locked into a year contract.Desired Settlement: I would like to have the 50% cancellation fee removed.

Review: I signed a 6 month contract with the company for monthly massages. Three months into the contract, on three separate occasions, my appointments were cancelled either right before I was due to show up via telephone, or when I arrived at the location, only to be told that another massage therapist wasn't available and I would have to reschedule. The final straw was when the 2 hour massage I had scheduled for Mother's Day (Saturday May 10th) was cancelled by Massage Envy 10 before I was due to show up. I immediately spoke with [redacted] as he was the one who called and told him to cancel my account because I would not be returning due to multiple cancellations and poor customer service. I requested a call from a manager. Instead of honoring my request, [redacted] put my account on hold for 3 months. At the end of July I received a call from a Massage Envy employee [redacted] siting that she had activated my account and would like to book a massage for me. I was taken aback as I had cancelled the account with [redacted] 3 months prior. I explained the situation to [redacted] with a request to speak with a manager. She assured me that someone would call me. I never received a call from a manager. Two weeks later I received yet another call from another employee, [redacted]. She stated that they had loaded another massage to my account and would like me to call in a schedule a time. I called back to [redacted] and explained the situation yet again with another request to speak with a manager. [redacted] assured me that a manager would call me directly. This went on for another two weeks with not a single call from a manager. The situation had not been rectified and now I am receiving calls from [redacted] stating that she is the collections manager and that I would be sent to collections if I didn't pay immediately or if I denied the automatic payments from my bank account. I told [redacted] that I did not authorize any payments from my account and I wanted the name and contact information of the owner of the business since I wasn't getting anywhere with the manager requests that I had asked for multiple times. [redacted] stated that she didn't know when the owner [redacted] would be in as he is a very busy man and she couldn't guarantee me a call any time soon. She stated that she could put my account on hold once again for 3 months but then she would activate it to draw from my bank account in December. I told her that I would not progress any further in any discussions until I spoke with the owner. At this point the contract that I signed is null and void in my opinion, after the services where not rendered and cancelled on multiple occasions. Also the customer services and complete disregard for my requests to speak to a manager to solve the issue at hand has lead to the complaint to the Revdex.com.Desired Settlement: I want the account cancelled and for the phone calls to stop.

Business

Response:

Response to complaint ##[redacted] Our goal is to provide exceptional service and a wonderful experience. There are certain disputes in this case that we do not agree with. We have attempted contact with client multiple times and wish to resolve the situation in a friendly manner. We would be happy to discuss this matter in further detail with the parties involved.

Review: Massage Envy is selling gift cards offering a "SPA" package, which includes costs for two services: a facial and a massage. The "SPA" package is indicated by simply placing a sticker on a plastic gift card. There is no expiration date given for the "SPA" package, nor any indication that the SPA package is only offered on a limited time basis. I attempted to redeem by SPA package only to be told that it was not longer available (about 8 weeks after receiving the card). I was informed that the card was worth $99.99, which meant that I could either have a facial or massage, but not both. The card now had lost approximately 50% of it's value in only a few weeks.I believe that this is a deceptive sales practice.Desired Settlement: This deceptive sales practice needs to be stopped. I would like to see Massage Envy fined and reprimanded for this practice. It's simply fraudulent.

Consumer

Response:

re: ID [redacted]

Review: After submitting paperwork since February to cancel our account with Massage Envy, in accordance with their terms and conditions, I continue to get charged for services we can not receive. My wife signed up for prenatal massages, but they consistently cancel the day of the massage because the specialist is not available. After several times of this, we decided to cancel and filled out the paperwork to do so. This was in late February and I've been charged in March and April even though our account should be canceled. Was made aware this is an ongoing issue with the company and that we can only freeze, not cancel our contract. This is a very shady business practice and I just want out, but there seems to be no way out without taking legal action.Desired Settlement: I would like it to be known on Revdex.com that the Massage Envy contracts are malicious. I would also like to have my account cancelled, not just frozen. My wife is there now for the second time trying to make this happen.

Business

Response:

My name is Mark S[redacted] I am the owner of the massage envy in Holmdel , NJ. Today I reached [redacted] regarding his complaint. I explained to him how our membership works and how he can cancel. I agreed to let him out of his membership early. He was very pleased and said he would try to reach out to you office.

Their customer service lacks grately. had an I ident with a friend here being told one thing and then they came back and Said they never said it although we were both standing there and heard the same thing.
Then I got a phone call saying my memberadsage was going to expire I had already used them all I was in the three month valentine special and then it says in their contract I don't have to do anything it will go automatically to a month to month. So I scheduled my next appointment to be a day after the monthly payment comes out, so hmm I think that covered the fact I was going to continue going month to month which was also brought up as we scheduled it over a month ago. So she proceeded to tell me that I would be charge the non Member rate I said no I am still a member she said oh it doesn't say that here. Well once again go back to your contract it says A payment will be automatically deducted unless I cancel which I did not cancel because if I did why would I have scheduled another appointment specifically after the next payment was due. I couldn't schedule a member massage if I didn't have one. It was also clear that I wasn't canceling.
They seem very unorganized and one employee may tell you one thing and another something else and then they will argue with you about it.

Review: I was callingb in regards to my fiances contract that she has with this location, which has been a headache for her , due to the lack of communication with the location. and now I can see why she is frustrated because when I called today at 10:50 a.m., the lady that helped was rude and treated me like I was beneath her and then hung up on me blatantly, I worked hard to get whgere I am and do not appreciate being treated like I was and then hung up on.Desired Settlement: I would like my fiances contract cancelled like she has requested many times and months. And I would like the employee who hung up me to be discharged and also would like her name so I would be able to call corporate to let them know what is going on at their locations.

Review: The Massage Envy of Hillsborough New Jersey has failed to honor my request to cancel my membership. I had been member for over a year when I decided to cancel. At this point in time I was in the process of moving to [redacted] for a new job. I went into the location on a Sunday afternoon and requested to do the paperwork for the termination of my account and the front desk associate told me that she could not process my request without her supervisor. I called back on that Teusday and spoke with a woman who said she was a manager and she said she couldn't cancel without me filling out the paperwork in person. She did allow me to "freeze" my membership for six months. Given the my schedule and distance between my job in [redacted] and the Massage Envy of Hillsborough New Jersey I can't get to the location when the manager is working. Time passed and eventually the freeze ended. Massage Envy charged my credit card and I had to call back and "freeze" the membership again. Another 6 months passed and they again charged my credit card. This happened 3 or 4 times. I now have 9 sessions paid for that I don't want. I feel as if I should be compensated for each of the charges I have that I didn't authorize.Desired Settlement: I would like each of the charges made to my card I didn't authorize to be refunded. This is each time the account was frozen and my card was billed without warning or honoring my request to cancel.

Review: We have been paying to be "members" of massage envy for 9 months. We went into the establishment with a gift card and left, with a membership. We got a couples massage with our gift card and made it clear before signing up for membership that we would be wanting to do the couples massages with our memberships. The employee told us that was great and they were very flexible with times and massage therapists to accommodate our future monthly couples massages. However, I have yet to be able to use any of my accrued massages. We gifted one of our massages to our parents (for a fee) but that is the extent of our being able to use the massages that we have already paid for. I have called several times over the 9 months trying to make appointments for a couples massage to 9 different locations close to our location. None of them ever have any appointments unless it's during the workday in the afternoon, during work hours. Having a job is how we have paid these memberships. We obviously need weekends or week nights due to jobs, school. We call went we have a sitter able to watch our 3 kids for us, as that is necessary as well. We made clear our needs to the woman signing us up. If they would have just told us how difficult and impossible it was going to be to make even 1 appointment we would have NEVER signed up to be members. We were lied to, misled and have been paying for services that they have not provided & have no intention of providing. We went into freeze our accounts because they are trying to say that if we just cancel that we will lose all of our accrued hours which we already paid for but haven't been able to ever get an appointment at any location near us. We would like a full refund of our services paid for but they haven't provided services for. Upon a refund we will never allow Massage Envy access to our bank account & will never step foot into any location. This is stealing innocent, hardworking people's money. It's wrong & very unprofessional.Desired Settlement: Full refund of all hours/months we already paid for but they will not accommodate any appointments. 9 months of payments on the 2nd of every month at $49.99 & $59.99, equalling $109.98 monthly. Refund requested is $989.82, the amount we have already paid but never received any services for, though we have tried to make appointments multiple times, multiple locations. We are done and just want a refund.

Review: I have contacted Massage Envy - Santa Barbara repeatedly and they continue to tell me that they will stop charging my credit card for services yet they continue to do so. I have disputed this issue with my credit card company but Massage Envy - Santa Barbara has denied we have talked or that I have repeatedly requested they stop charging me. April I called Massage Envy - Santa Barbara to have my membership stop charges in May when my contract was finished. I was told no further charges after May would be put on my account. I called again in July because Massage Envy had continued to charge me. I was told that the woman on the phone would fix it and call me back and she never did. Massage Envy continued to charge my account against my wishes. I have informed Massage Envy via email that I am filing official complaints with the Revdex.coms and the California Attorney General.Desired Settlement: The outcomes I want are my money back, the ability to use the hours I was charged for during my contract period and no further charges to be made against my wishes and for Massage Envy to stop defrauding people.

Business

Response:

We have looked into T[redacted]’s claim. As per the signed agreement, Massage Envy Spa of Santa Barbara asks that all cancellation requests be submitted in writing. Cancellation then becomes effective 30 days from the date cancellation request was processed. We did not receive a cancellation request form from Ms. T[redacted]. We called and left a message on November 20", 2015 to resolve the issue once we received her email, but we have not heard back. If you have any further questions, please don’t hesitate to reach us at ###-###-####. Thank you, M[redacted] Assistant Manager Massage Envy Spa, Santa Barbara

Review: Went into Massage Envy on Monday, Jan. 13th 2014, to make an appointment for a massage on Tuesday, Jan. 21st 2014. because I was given a Gift Card.

I said I only wanted the service that could be paid for with the Gift Card. I signed a waiver for the therapist, and they wanted my Debit Card number. I asked why, and they said to pay if I didn't make my appt.

I was hesitant, but gave it to them since I wasn't going to miss my appt.

On January 15th, they unknowingly took $119.99 dollars out of my checking that I found out the day of my appt. When I called them they said they could give me $20 back, then $60 back. I wanted it all back in my account!

They returned $60.00 but not all of it.

I told them I didn't want to do business with them. So now I am out my money, and my Gift Card amount for $59.99.Desired Settlement: Put my money back in my account, and give me back my Gift Card money, which my friend gave me the receipt for.

Business

Response:

[redacted],

My official response to **. [redacted]:

On January 13th, **. [redacted] called to make an appointment for January 14th. On the 14th, she had a massage appointment scheduled with a therapist at3:30pm. When scheduling the appointment, we let clients know that we take their card on file in order to charge for no-shows and same-day cancellations. By them giving us the card to put on file, it is a verbal agreement to allow us to charge for such cancellations and no-shows. If they disagree with our policy, we ask them to do a walk-in.

**. [redacted] never showed up for her appointment on the 14th. She was charged for her no-show appointment. However, we did make one error, and charged her the non-member rate of her appointment instead of the introductory rate. Therefore, she was incorrectly charged $119.99.

On January 21st, **. [redacted] called to inform us of our mistake. She spoke with my customer service representative [redacted], and together they came to the conclusion about where the mistake had been made. [redacted] explained to her that she was charged a no-show fee for her missed appointment on the 14th. **. [redacted] said she understood, but thought she was overcharged. I myself looked into the history of her account and saw that yes, indeed, one of our employees had made a mistake. Therefore, on that day, I refunded her for the difference of $59.99, which was rightfully hers and we apologized for the error.

As for the gift card in question, never has **. [redacted] given us the gift card number over the phone or come in herself to hand it to us, therefore I have no idea as to why she would think we took those funds from her. If she would provide me the gift card number or would have asked [redacted] over the phone, we could have told her the balance on the card so she could be reassured that the balance is still there. In addition, we have already refunded **. [redacted] the mischarged amount.

**. [redacted] only paid the $59.99 missed appointment fee that we told her we would charge if she missed her appointment on the 14th, and she agreed by giving us her card to put on file. We did NOT use her gift card as we have no way of knowing what the number is or how to access is unless she were to give it to us.

Furthermore, we attempted to make another appointment for **. [redacted] and offered to give it to her free of charge because of the confusion and inconvenience. However, on January 21st, she called to cancel the appointment and said she would be making a complaint and didn’t want to come in anymore. When the receptionist attempted to ask her what the problem was, **. [redacted] hung up on her.

Please let me know if you need any further information.

Thank you!

Health & Happiness,

Clinic Administrator

Massage Envy – Spokane Pavilion

Review: Massage Envy pushes you into a contract an assures you that it can be frozen or discontinued at any time. They will not provide me services I have already been charged for until I give them a new card (mine was discontinued due to fraud). They won't freeze my account without a new card on file or provide me any services and given the reviews on-line that I have read I will not give them a new card.Desired Settlement: They should pay me back for the massages they have billed me for.

Review: Hello, My name in [redacted], I am 22 years old, I am a hard working, responsible, and god loving person. The problem started back in August of 2013 when I received a gift card for a massage at Massage Envy in Costa Mesa. As you can imagine I was very excited to enjoy my massage. I have to admit it was wonderful, the problem arose when I went to pay, the cashier asked me if I wanted to join their Massage club, after such a wonderful massage I was in a great mood and signed up. She made it sound like I received points for the massages that I pay for as I go in at my leisure and that my points would add up to a free massage or other rewards. The problem arose when I received my credit card statement and I discovered that they had charged me a recurring fee of $60+ a month.

You can imagine my shock when after a fabulous experience I was shocked to learn how misleading their staff had been. I politely called one of their reps and informed him that I as a student and a 22 year old on her own, cannot afford to get a massage once a month to make the fee's worth it, he was receptive and informed me that he would send ,me a cancelation form, and I was just to fill it out and return it. So I did that, and they stopped charging me for 6 months, after 6 months I started to receive calls about outstanding balances from Massage Envy, I immediately called them and I explained the situation, I spoke to an employee ( Because the manager wasn't in ) who informed me that all I had to do was come in and cancel it there. I informed her that I had already canceled it so now I was disputing charges. She said she would follow up and have the manager call me back. I never heard from her or the manager, instead I started receiving threatening automated calls and emails at all hours that were not only hostile but infuriating because I had already canceled my account.

I finally got ahold of a manager and she informed me that there had been a clerical error because when I had called to cancel my account in September, the person helping me had only frozen my account for 6 months. I understood, accidents happen, we are human, but the problem was it wasn't my error I was very clear that I wanted to cancel my account, I find it very suspicious and unethical that they would blatantly ignore my request and instead freeze my account for 6 months, hoping that I don't notice. The manager then told me that there is no way of canceling the account and thats why the rep froze it, fine but not one person told me that at any moment!

That is false advertisement and fraud! I am now getting threatened by collections and this is ruining my credit. This relaxing afternoon that I received almost a year ago is now turning into the reason why I stay up at night worrying. It is detrimental to my health because I have called them many a time and explained the situations and I just receive hostile employees telling me its my fault and that I HAVE to pay it!

This company is entrapping guests without informing them of the future cost properly, they take advantage of people leaving that don't have a care in the world, and they shuffle us in to sign on the bottom line. I work in hospitality, I understand and practice hospitality in and outside of my work. I have received none of that from Massage Envy. All I have received are threatening phone calls, emails, and incompetent rude employees making me feel like I am a thief. I am not a thief, I am a good person and its terrible that I am probably not the only one that they have pulled this scam on.

I am at the end of my rope and drowning fast, I cant seem to get through to them no matter what I try, my co worker suggested that I file a complaint on here so I did. I dont even want a refund All I want is the phone calls to stop and them to do their job and cancel my account.

Help me Revdex.com, you are my only hope....

- [redacted]Desired Settlement: I don't want any compensation, I just want us to go our separate ways and I will NEVER use their services again. The threatening phone calls and emails need to stop, I have been diagnosed with anxiety in the past and if it continues I can only see my future health being in jeopardy.

Business

Response:

[redacted],

[redacted] had an appointment on 8/14/2013. After her appointment, before checking out, she enrolled in our Wellness Program. The Business Manager, [redacted], went over the Wellness Membership Agreement with [redacted] initial each paragraph and signed the 12-month agreement. [redacted] was given a bonus month of member benefits, meaning her first membership dues of $59.99 wouldn't be deducted until 9/14/13 and following on the 14th of each month. We also waived the Enrollment Fee for her.

Her first membership dues ran on 9/14/13. On 9/23/2013, we received a fax from [redacted] to cancel her membership. The Business Manager made many attempts to contact [redacted]. On 10/08/2013, [redacted] was finally contacted and informed her cancellation request could not be approved since she was in her initial 12-month term. The manager offered the Freeze Benefit for the maximum 6 months due to [redacted]'s personal finances. [redacted]'s membership was frozen for the billing dates of 10/14, 11/14, 12/14, 1/14, 2/14, 3/14.

After the 6 month freeze, her account tried to bill on 4/14 and her card was declined. We have made many attempts to reach out to [redacted] to pay the past due payment of $ 179.97 (4/14, 5/14, and 6/14).

Per our membership agreement, "We reserve the right to collect at any time any delinquent or outstanding balance(s) that have not been paid for any services provides or fees owed" "You agree to notify us promptly of any changes of your membership data."

Attached is her signed Wellness Membership Agreement. Additional terms and conditions can be found at http://www.massageenvy.com/membership/membership-terms-and-conditions.aspx

If you have any further questions or need anything else, please let me know.

Thank you,

Business Manger

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.

Except everything that Massage Envy stated is incorrect. The person I spoke to about canceling my account never told me that he was ony going to freeze my account. And I paid the first two months because I didn't realize they were taking money from me. When I realized it and realized I could not afford it that is when I called and asked to cancel it.