Massage Envy

I have had a monthly membership with Massage Envy since 2008 for $49.00 per month which I purchased in *** where I previously lived. In April 2019 I moved from *** to ***. In July 2019 I booked an appointment with the Massage Envy location at ***. After each appointment I would have to call the *** store and provide my credit card information. After this occurring several times, Naomi, the local manager in *** suggested I transfer my membership to their store. I asked several times if transferring would in anyway interfere with my membership rate given the monthly rate from when I joined almost 12 years ago was no longer being offered. I was reassured repeatedly it wouldn't. Based on that reassurance I consented and Naomi initiated the transfer.

Since that time I have been charged $65.00 per month. Although my credit card was manually credited the difference, I received a call on Sunday, June 28 from Kim at the *** store stating they would be transferring my membership back to ***. When I asked if my membership terms and rates would be corrected I was told no, and that I would need to deal directly with the store where I purchased my membership at this point forward.

The manner in which this matter has been handled has not only been a horrible customer experience, but is also unfair and unethical. None of this has occurred by my own doing, rather the entire issue was prompted by Naomi at the local *** location in recommending a transfer and assuring me doing so would in no way affect the terms and conditions of my membership.

I am contacting you to assist in resolving this issue.

I have been asking for a clear statement of my account since the last week in August. After leaving voice mails with no calls being returned I decided to cancel the account. I spoke with the manager ***. the week of September 11th and she said she would email me the statement of account and the cancellation form. I did not receive it, left a couple of follow up voice mails to no avail. The week of the 18th I spoke with *** again, same conversation. Received nothing. On September 24 I called and spoke with *** who explained *** was out but she would text her and get the 2 forms emailed to me. On September 29th the forms were emailed to me. I emailed them back asking for a response but got none. On October 3rd I called and spoke with *** who told me the forms had been received.
My initial request to cancel was made the week of September 11th - they did not send out the forms until September 29th.

They emailed me on October 9th that my account was past due. I called and told them my account had been cancelled and they said it had not. It took 10 - 15 days to process the cancellation form. I do not believe my account is past due. I have trying to cancel since September 11th.

I still do not have a clear understanding of the massages used over the last year. The facility I have been using ***/*** told me they called the SL location and was told some of my sessions had expired and that is why they were not available. They sent me a statement but it does not show where the massages went. At this point, all I want is to be done with them. I want them to process the cancellation with September being the last charge.

The customer service was been so horrific at that location I am ashamed to say I have done business with them. I have tried to get my account transferred to the location I visit but have been told that is not possible.