Massage Envy

Review: This is a complaint having to do with advertising and fulfillment of services. Massage Envy says you are signing up for a a year for 1-hour massages. In fact, the actual massage consists of only 50 minutes, not 60 minutes. My wife bought me a gift of a year membership for 1 month of a 60 minute massage/month for $69. It turns out that it is only 50 minutes of massage. They actually charge you for the time it takes to get changed!

I was not asking for reimbursement for getting cheated on the massages I received. All I want is to cancel the membership and they refuse. This is false advertising.Desired Settlement: Adequate resolution would be to either cancel my membership or to provide 2 free massages over the course of the rest of the membership period.

I went to Massage Envy of Santa Barbara because of any old sports injury. I went and was happy with the massage and my experience. Since the injury was still causing me pain I signed up for a membership when they pitched it to me.

I normally don't like to sign up for things like this but figured I would try it since I did not have a doctor in the area. Before signing up I specifically asked the manager about the cancellation policy and what that would entail. She promised me that I could cancel at anytime but would need to give them 30 days notice.

After a few months my injury was healing and for financial reasons I decided that I no longer wanted to continue the monthly membership. However they refuse to let me cancel my membership and I have been unable to reach a manager about the issue.

It has been three months of zero communication, 3 in office visits, and countless unfruitful phone calls and I am still getting charged every month. They flat out lied to me about being able to cancel my membership and have made me sign multiple cancellation forms and I never hear from them. I have explained my situation to about four different people (never the manager who seems to always be unavailable) and yet nothing happens.

There lack of communication is extremely unprofessional and offends me as a customer service person in the industry.

Review: I sign up with Message Envy for membership March of 2013.In January 2014, I contacted the simi valley office that I am a member. I told the Simi office that I wanted to schedule a massage for me at the encino ca office and use my membership to get my daughter a $10 massage.I was told I had to call encino directly.I contacted encino and told them I was scheduling regular massage for myself and $10 massage for daughter.after receiving massages, my massage was free but they charged my debit card for my daughters massage.when I called simi valley massage envy to tell them I was charged $50 they claim that the encino site contacted them and they gave my debit card info to them.the encino massage envy then charged me for a $50 "gift"card that I never received.it took 5 days to reverse the charge.I then told simi valley massage envy we were done and canceled my debit card.I now have a new card and massage envy somehow charged my new card $118 dollars.once again the bank immediately reversed charges,but were also unsure how this happened.I made a fraud claim with my bank.Desired Settlement: I want massage envy to destroy my debit card info and not do whatever it is they did to get my new number.I have already canceled my 2nd card and am getting a new one.

Review: My wife has informed the company that she is no longer interested in utilizing their services. However, despite this they have repeated called requesting that she update her credit card information and come in for more sessions that I guess she has on the books. We are in the process of moving out of state and she no longer resides here. I told them 2 telephone calls ago to stop calling or else I will contact the Revdex.com for what I feel they are doing constitutes harassment. Someone called again this morning and hence I am filing this report. They have repeatedly ignored my wife's and my request to stop calling. Please leave us alone. We are no longer interested.Desired Settlement: No more phone calls ever to our phone number and take my wife's name off their calling list.

Review: Massage Envy forgot to inform me as a consumer that I cannot stop my membership without doctors note and moving away 25 miles from their office. I signed my contract after my massage where i'm under trance from my massage and not in my full state of mind. I told them that because of these terms I don't want their services anymore. I called them as soon as I have read the contract I signed and advised them that I did not get explanation and information about the contract. I know I'm fast in signing but I need protection against these kind of practice as a consumer. Please helpDesired Settlement: Stop our Membership

Review: My boyfriend and I were both members of massage envy and frequently visited [redacted] and [redacted] location. My boyfriend had cancelled his membership due to consistent unavailability. He still had at least 3 massages to use before the end of his contract and once again due to massage envy's unavailability he was unable to use his remaining massages. I also cancelled my membership with a remaining 7 1/2 massages, and had booked massages for myself and my boyfriend as my guest, so the same thing wouldn't happen to me, which I was told I was able to do, as per the manager[redacted]. I specifically requested female therapists for both of us since I am not comfortable with male therapists due to an inappropriate experience I had at their [redacted] location. After scheduling these appointments, [redacted] then told me I was not able to bring my boyfriend as a guest and was extremely rude and unprofessional over the phone. She argued with me and spoke over me and would not let me even talk. When I asked to speak to the owner she was told me he would tell me the same thing. I asked to be contacted by the owner regardless. She returned my call later and said the owner said the same thing with out having him call me. They also told me they had switched my therapist to a male therapist. I have cancelled my appointments and have no desire to visit either of these locations because of the way they have treated us. Their customer service is horrific.Desired Settlement: refund for 7 1/2 massages that I will not be able to use

Review: For nearly the last eighteen months I have been trying to cancel my account due to concurrent deployments and multiple health issues that have precluded me to be able to use the company's services. At the beginning of the requests, the managers were not responsive or would tell me when asked in person that they would contact me with answers which they did not. Last August of 2012 I was hospitalized with a medical condition and have been under medical review since. I've contacted the manager multiple times, was blown off by them from August till November then started consulting with the new manager. The new manager in December said he would research the issues and contact me back which he did not. After attempting to contact them a few more times and then emailing the regional manager I finally received a email back from the store manager. This response did not come until May and after talking with him several times has come to the end state that he does not have any authority to do anything to help my account. I have currently accumulated 22 sessions of massages paying $59.00 a month for each of these sessions that I can not use due to my medical condition. The regional manager who has the ability to make exceptions to the rules of reimbursing for not being able to use the sessions accrued, refuses to answer my emails directly, nor call to discuss viable options. They suggest that regardless of my military service reasons or that I continue to be under medical review from military and civilian doctors, the regional manager wants me to forfeit nearly $1,200.00 and blame me for not trying hard enough.Desired Settlement: I would like a complete monetary refund of all sessions accrued before canceling my account out completely. I would settle for half of the sessions refunded via monetary conditions and the other half via gift card sessions of equal value of what it is worth now for me to be able to distribute without time conditions to them. A response of me having to forfeit any accrued session for any reason will result in my next inquire being done in a formal legal process.

Review: I was charged by massage envy of [redacted] 177.00 for services I never received. I went to the branch and explained I recently had medical problems, a disabled son and personal and financial issues and was unable to pay 177.00. My request was ignored. I never authorized a single payment of 177 dollars and I never received any of their services... however I am still being charged FOR SERVICES I never received. this has caused me financial hardship and emotional distress. Massage Envy has unethicAL AND UNFAIR BUSINESS PRACTICES GOING INTO MY ACCOUNT UNAUTHORIZED. Massage envy preys on consumers and collects money without informing the consumerDesired Settlement: refund my 177.00

Business

Response:

August 22, 2013

To whom it may concern,

I am responding in regards to complaint ED: [redacted]), filed by our member [redacted]. **. [redacted] has signed up for our wellness program since March 09, 2013. She has agreed to pay $59/month that entitles her to a one hour massage session every single month. Her massages do not expire, but they rollover and are always available for **. [redacted] to use at any of our clinics nationwide as long as her account is active. Her membership payment comes out on the ninth of every month in the credit card that she has authorized us to use for this membership. The term of the membership is twelve months, and after that it continues on month to month basis.

**. [redacted]’s automatic payments were made on April 09, 2013 and May 09, 2013. On June 09, 2013 and July 09, 2013 the automatic payment of $59 was declined from her credit card. On August 09, 2013 a payment of $177 came out of the credit card on file, covering the cost of the three months that she was behind on.

At this moment **. [redacted] is taking advantage of our freeze option. Her account will be frozen for the next 6 months so no payments will be coming out of her credit card until March 09, 2013.

**. [redacted] has been in our clinic receiving massages and/or facials in April and May when her account was active. **. [redacted] is also aware that if she is no longer capable to receive these services for medical reasons, I would need a doctor’s note letting me know of her condition so I can cancel the membership.

Attached you may find a copy of the membership agreement and the freeze request form, both signed by **. [redacted].

If there is any other information I could provide for you, please feel free to contact me at ###-###-####, or via email at [redacted].

Sincerely,

Review: I signed a contract with Massage Envy. In the contract, it states that in order to get out of membership, I would need a physician's statement that I am no longer able to receive clinic services. I obtained this, as well the contract-stated "written notice of cancellation" and gave those documents to Massage Envy on March 29th. Their power was out, but they told me I was all set, and they would call to confirm. The manager, [redacted], called five days later, telling me I had not cancelled because I had not filled out a cancellation form. When I explained I was never offered one, he implied my physician's note was fake. When he finally agreed to mark me as cancelled on the 29th, he claimed that the 30 days effective cancellation rate would still be in effect, so I would be charged for April. I explained my contract says I am charged the 29th of every month, and 30 days from the 29th of March is the 28th of April so I should not be charged for the month of April. Suddenly, [redacted] said I am not cancelled because my physician's note only says I cannot receive massages, which does not include facials. Even though I was told I was "all set" and cancelled, the manager is now not only claiming I should be charged despite the terms of my contract, but also that in order to be cancelled, I need my physician's note to include that I cannot receive facials to end my membership.Desired Settlement: I accept the charges to my account for March 29th, but I want the contract both parties signed to be honored. I followed the terms of the contract, and I'd like my membership cancelled and no further charges to be posted to my account per the terms of the contract.

Business

Response:

s. [redacted] ID [redacted]

Review: On 8-21-2014 Massage Envy charged my account $119.99. There were no services rendered and I had no appointment.Prior to departing for a funeral in Florida, I called their office multiple times. After nearly two weeks I still wasn't contacted nor was my issue taken seriously. Subsequently, I contacted my bank and the Revdex.com. I will also be contacting their corporate offices. There is no telling how much this occurs. Fortunately I viewed my bank statement and caught this unauthorized debit.Desired Settlement: My bank will be refunding the money and contacting Massage Envy directly.

Business

Response:

[redacted]@massageenvy.com

Oct 27 (9 days ago)

to me, [redacted]

[redacted],

Thank you for following up with the complaint we received from [redacted]. In regards to this complaint, I resolved the issue with [redacted] on September, 5th 2014. After further research, we did issue a full refund back to the card on file, per his request.

I have not had any further contact from [redacted] since September 5th.

Please feel free to direct any further complaints to Marisol L[redacted]. She will be assuming the General Manager position here at Massage Envy Spa [redacted] on November 4, 2014.

Here is her contact information:

Marisol L[redacted]

General Manager

Massage Envy Spa Foxchase

[redacted]@massageenvy.com

###-###-####

Please let us know if you need anything else!

Thank you,

Rebecca K[redacted]

General Manager

Massage Envy Spa [redacted]

###-###-####

Review: On March of 2013 a co-worker of mine had offer to give me a discount/ coupon for a facial at Massage Envy in [redacted] MD location. Since this was my first time to do a facial here in the US I thought I will just do it one time to see how it's going to benefit my face. To make it short, after I finished with my first facial, the sales rep that later on I found out the she is also the manager of the place had offered me to sign a contract that she stated & quoted at the time " I can cancel anytime". It was my fault that I did not read the entire verbiage on the contract because I trusted her. I never thought that someone will do that kind of thing just to get the business. I guess that is the sales speech that they use to get a person to sign it. But after I realized that the amount is too much for me, $69 a month that they automatically charged towards my credit card. Plus on top of the $69, I was obligated to give a tip of between $17-$22 which is posted at the front desk. I attempt to cancel many times but I always failed. One of the representatives even said we are all "adults that I should have read the contract first before signing it". Not only did I get insulted by that rep but also made me feel like too bad you did not do your homework. Since I kept on trying to cancel, they approved a one time cancellation for a period of only six(6) mos, and then continously debiting my credit card again the $69 for another six months to make up for those cancelled months. Until last Sept, when it finally reached the one yr that they claimed I could cancel & now they said I could have called in a month before the cancellation date has arrived otherwise I missed the time to cancel again. So that is when I had it & asked for a manager or a supervisor that is willing to help me get out of this mess. I everythig documented but since I was doing this from my work computer I did not have all the information here. But this lady supervisor has heard my issues and finally agreed to accomodate my request. Then another surprise has happened when I checked my Visa card in Sept showing another deduction of $69. When I called they said this is the last deduction after that cancellation form that I signed. It really breaks my heart that I got taken advantage by Massage Envy. I am disputing now because I still have seven(7) unused service that I refuse to use now after my last facial that gave me a bad allergic reaction on the lower part of my left eye that until now is still not healed. I have my photo taken during the time that my eye got affected. All I wanted is for them to refund me back all the money for the remaining unused balance totalling $483 out of my credit card that I am paying interest because of one big mistake, my being so naive and so trustee to people. I learned my lesson the hard way. Please help me resolve this matter so Massage Envy will also learn to conduct business properly.

Review: I was under 1 year (12 mo) contract beginning in March of 2013. As told to me, I needed to give 30 days written notice to Massage Envy in order to cancel my contract. In an effort to cancel, I went to the [redacted] Massage Envy brance over 1 month before my contract end date and requested a cancellation form. I was told that they had no forms but that I could find a form online. I made several phone calls and wrote several emails to Massage Envy asking to cancel. Furthermore, I printed out my own cancellation form and submitted it electronically in an email to [redacted] Massage Envy on February 11, 2014 and received an email telling me that my cancellation would be processed by a Hamdi Nur. on 4/1/2014, I checked my credit card statement and I have still been charged a 13th month fee of $69.99. I called [redacted] Massage Envy and spoke to "[redacted]", and when I told him I was still being charged asked me "Are you not enjoying your massages?"! He had no idea from looking at my account that I had even tried to cancel my membership. I called around 10 am on 4/1/2014 and [redacted] told me everything would be cancelled by this afternoon. It seems like no matter when I call or to whom I speak, nothing can ever be handled while I am on the phone, I am just left to trust that they will take care of it this time around. What they are really doing is giving me the runaround, and I have read of and personally know others who are facing the same issues. Massage envy is fraudulent in handling their contract and billing issues.Desired Settlement: I would like my credit card refunded and hard evidence that I no longer have any contractual relationship with Massage Envy.

Review: I was a member at this Massage Envy franchise. I terminated my membership in June 2014 they said I would still be charged in July 2014 and that I had 30 days from that charge to used the 10 months that I had never used. I went once from that day. I was contacted by an employee of theirs that stated I still had time to use my unused sessions and made an appointment for August 29, 2014. I was called into work that morning which caused me to miss the appointment, I knew that when you missed an appointment they would charge your Massage Envy account. That was not the case on August 30, 2014 they charged my bank account that was on file with my membership. Upon talking to the manager, she stated that the appointment was made after my credits were gone. My complaint is the misrepresentation of their employee that called to set the appointment. She called me. She said I had time to use what I have already paid and set up the appointment. I do not believe that it is all on the customer because they give you a paper when you terminate a membership. They called my cell while I'm out shopping tell me that I still have credit while they are looking into their system, and once the day has come and gone and I've been charged yet again they hold No responsibility! I am very dissatisfied with the treatment of this company. They already have over $600 of my money for absolutely nothing and still charged my outside account for a mistake that their employee made without regard.Desired Settlement: I would like my $59 back and for Massage Envy to never contact me again.

Review: This business has continually over charged for the 5 accounts we have with them. Monthly massages for $49 were contracted, a 5th for $59. This month, after repeated contact with [redacted], the local business manager, I have been charged $49 for one account, $59 for 4 other accounts and an additional charge for $98 was debited frmo my account, all on July 29. When I arrive for services I am told that my bill has not been paid, requiring [redacted] to correct my account and authorize serivce.Desired Settlement: Iwish to be reimbursed for repeated over charges and to be given restitution for mismanagement of funds and undue stress caused by poor accounting service.

Consumer

Response:

I am happy to alter the complaint so that the business can be informed and other folks can be protected. I have filed a fraudulent claim investigation with my bank. Thank you for your assistance.

Review: I physically came into the location with a cancellation request notice as I had met the terms of the original one year contract. I no longer wanted to go month to month. I am now receiving harassing automated voice mail messages to the tune of four per week stating that my credit card has expired. I called to address the situation and was told that they don't have the paperwork on file and that I have to give them the credit card info again in order to cancel the membership. This is unnecessary harassment at all hours of the day and night for something that was cancelled.Desired Settlement: I want them to cancel the membership as of the month they show that I came in to the location and clear my account never to contact me again.

Review: For the past six months, I have repeatedly attempted to cancel my Massage Envy membership. And each month thereafter, I continue to be billed.

I have spoken to no fewer than five separate Massage Envy employees during this time, including (most recently) the manager, Charles R**, on July 15, 2014. Each time I was told that my membership cancellation would be processed, only to discover the next month that I was still being charged. On July 15, I re-submitted a membership cancellation form to Mr. Charles R** and was reassured once again that my membership would be cancelled. On Aug. 9, 2014, I was charged once again erroneously for the sixth straight month.Desired Settlement: I merely want Massage Envy to honor their agreement and STOP BILLING ME.

Review: I was charged for a service I did not recieveDesired Settlement: refund of charge

Business

Response:

On the day in question...

Review: I called to make an appointment for an hour long massage letting them know I was using a gift card for the service. They took my gift card number and set the appointment. I showed up, received the massage, listened to a sales pitch, and handed them the gift card. I was then informed that the gift card had a $0 balance. I've never been to the company but that is not what my issue was. I should have been told ahead of time that there was no money on the gift card and given the option of not coming in. I would not have made the appointment knowing that I had no money on that gift card. I would like to be reimbursed the $50 for the massage of given a complimentary 1 hour massage. If they are going to be taking gift card information over the phone they should be looking at the balance and informing the customer if there are any issues. By not doing this, they seem to be getting people in the door and then demanding payment when the customer did not expect to have to pay out of pocket.Desired Settlement: 1. Complimentary Service or refund

2. Change of store policy so that they disclose the balance of a gift card before the time of service

Review: I called Message Envy and informed the rep that answered that I needed to cancel my membership fee, which is collected through a direct debit using my check/debit card due to unemployment and no money in my checking account. The rep told me to, "either write an email or come into the spa and fill out a form". This is all of the information that she gave. I took down the email address and sent the email, however, I sent the email to the incorrect email address. but did not realize it at this point. My sister loaned me $20 and deposited it into my checking account. The direct debit for the membership fees came into my checking account on March 28 and caused my checking account to go into "over-drawn" status. This debit used up the only money that I had. I called the spa when I found this out, and that is when I realized that I sent my email to an incorrect email address. I then forwarded my original email to the correct email address at the spa.

I have since been communicating with the person at Massage Envy who handles their accounts/accounting, told her about what has happened, explained to her that this is a "hardship" case, that I am unemployed and do not get unemployment (when I signed-up for membership, I was gainfully employed). I asked if they could give me restitution by returning the money to my account, or paying for the fees that I incurred. She said that had they had no way to return my money and that they do not pay for fee. She said that had I notified them 30 days prior, they would have looked at what they could do. I expressed that I desire to cancel my membership -- that was the intent and message of my original email.

She tells me that she is willing to work with me by "freezing my account for 30 days, the most at 50 days". She indicated that there are fees associated with canceling my membership, and she talked to me in a way to dissuade me from "cancelling completely". I told her that this is unacceptable, that I am in an emergency situation. I told her that I will look into getting some kind of representation.

There was never any acknowledgement of my email communication, and I did not get one "until I told them that I was going to the Revdex.com". I was initially told, when I called to follow-up on sending the email to the correct email that, "my request would be taken in the order it was received." Again. it was not until I mentioned that I was going to the Revdex.com that I received a email receipt acknowledgement. The email stated that she tried to reach me by telephone that morning to speak with me about my account. That is all that she wrote. She claims because of my agreement, that I cannot cancel my membership.

I told her on the telephone today that has caused me more stress, in an already stressful situation. She has said that I need to come into the location and fill out paperwork for a freeze on my account, or cancellation, which is truly has tried to discourage. I told her that I know that they can reverse the transaction and refund my money, "right away", regardless of any contract or agreement.Desired Settlement: I desire that the charge of $59 for my monthly membership fee be returned, and any associated fees be paid. Mainly, I want the $59, that was not in my account, to be returned, and "I want my membership cancelled, totally." No freezing of my account, a complete cancellation.

Business

Response:

April 3, 2013 at 1:15pm I contacted [redacted] regarding her request to

cancel her membership due to her being unemployed. She wanted us to cancel her

membership in the middle of her agreement with us which started 8/19/2012 ending

9/27/2013. I explained to [redacted] that I wouldn't be able to cancel her

membership early, she agreed to a 12 month term. I could only cancel her

membership if it was the end of her term with a 30 day written notice. She also

stated that she wanted to have her payment of 59.00 returned back into her

account as soon as possible. I explained to her she agreed that Massage Envy

could take out 59.00 every 28th of the month for the membership. I offered her

to Freeze her membership which means she wouldn't have anything coming out of

her account for a period of time. She quickly said no to my offer , I would

still like to help [redacted] anyway I can.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I want my membership cancelled immediately. This is a hardship issue. I will write to message requesting them to cancel my membership, immediately, as there are no funds for this month's automatic deduction.

My account is now overdrawn, and I have no way of bringing it current.

Regards,

Business

Response:

Good morning,

This issue has been handled off line.

Thank you,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: it has not been handled by the company. My checking account is now in a state of pending "closed", because it is overdrawn and I have no way of handling the overdraft, caused by this company. They have not refunded the monies so that my account can or will be rectified. Moreover, there are fees -- two fees of $36 that have been accessed. Now my account is overdrawn by $111.00.

The only way that this has been handled "off line", is because my bank took the steps to protect my account from further withdrawals by this company.

Let it me known, that although I have expressed a hardship to this company by my not being employed, they have taken "absolutely no steps" to rectify their actions. This company has not heart, or soul, especially when I have told the respondent of Message Envy of [redacted] about this being a hardship case, and she only offered to "freeze" my account by 30, perhaps 60 days when I asked to have my accounted cancelled, "immediately".

This company's reputation has been tarnished in my book. No legitimate spa asks to sign a contract. Lesson learned.

Regards,

Business

Response:

Good afternoon,

We tried to reach out to you several times and no response. I would like to get this taken care ASAP please call the clinic.

Thank you!

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, as Message Envy, College Park, refunded two month's payment, as well as debited April, but credited it back into my account. They have also cancelled my membership.

Thank you Revdex.com!

Regards,

Review: My fiance and I have severe back injuries and purchased a membership at massage envy in Wilmington. After only using 2 of our massages, and the most recent one ending in excruciating pain for myself, we initiated the process to cancel the membership. The employees were less than helpful, demanded that I pay for the services anyway and said the only way for me to cancel was to fill out a cancellation form before they would stop trying to charge me. They told me the form was in the mail and I waited. In the meantime, they repeatedly called and harassed me, threatened my credit report with a year's worth of owed massages for the remainder of my contract. After two months of back and forth, they finally told me that I only needed to fax them a doctors note to cancel my services. Any person I spoke to at the office was rude, condescending, one went as far as to laugh at me when I told her that I was injured so badly at their clinic that I could barely walk. Not only do I want my account cancelled, but I want a refund of all charges to them, as the services I received were detrimental to my health.Desired Settlement: Not only do I want my account cancelled, but I want a refund of all charges to them, as the services I received were detrimental to my health.

Consumer

Response: