Massage Envy Reviews (%countItem)
Massage Envy Rating
Description: MASSAGE THERAPISTS
Address: 3000 S Hulen St Ste 153, Fort Worth, Texas, United States, 76109-1932
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My husband had bought me a one hour massage and afterwards the girl talked me into purchasing a 6 month membership for $65 per month which was for 1- 60 minute massage per month. I asked numerous times to confirm that it was ONLY $65 per month and that there would not be any additional charges. I asked serveral times if there would only be 1 charge per month of $65 for the massage. she assured me there were no additional charges. However when I went 30 days later to get a massage, I was charged an additional $45. Then I was charged another $65 for the next month. I called and asked the girl to clarify why I was charged an additional $45 and she said that was the deal. I explained that no, I asked several times about the fees and was assured there were no additional charges. She then asked if I ever was sent an email with the rules of the membership and I told her no I didn't get any emails. She then sent me the email, and I asked to cancel my membership. She stated she would have a manager call me. It took 5 days for a manager to call. the manager said sorry but you enrolled in the membership and the only way we can cancel is if you move 25 miles away or have a doctor note stating you cannot get any massages. I was very upset. They didnt care that I was lied to and was assured multiple times upon my enrolling that no additional fees would be charged. This is DECEIT plain and simple. They lied to get my business and did not want to correct the problem. I am upset because had I been told that I would have to pay additional fees I NEVER would have enrolled. I think I am not the only one this is happening to. Something needs to be done to make sure this is not happening to others. PLease help me. I would appreciate anything that can be done to correct this terrible occurrance. Thank you.
We want to extend our apologies to this client as there were mistakes made by our in-training associate that sold this client their membership. In a nutshell, this client signed a 12 month agreement with no enrollment fee. Our associate did not choose the correct membership in our POS system which resulted in the client being wrongfully enrolled into a 6month agreement WITH a $55 enrollment fee. In the agreement the client signed, it does explain if there are any additional services received before the monthly payment occurs, she does get a Member Discounted price for that additional service, which was the $45 this client is referring to charged on 9.10.20. I have issued the client refunds for the $55 enrollment fee, their first payment of $65 and I have cancelled their membership effective immediately. This client will have no additional fees/payments associated with this membership.
Because of COVID-19, Fort Worth issued a disaster declaration to shutdown businesses on 21 March 2020, this included Massage Envy. They were closed from 21 March 2020 till May 2020 and never communicated any of this information with clients. I called in April to freeze billing on my VISA card and was promised that would happen--they lied and continued billing even though no service was rendered. I checked my VISA statement in June, saw this was confirmed, and called Massage Envy (spoke with manager Amanda) to see what could be done about reversing the charges for April, May, and June. She said nothing; therefore, I cancelled my membership, called VISA to reverse the charges, and to block any further billing by Massage Envy.
Our establishment was not performing services during March
21st – May 25th 2020, however we were still in operation
Monday-Friday 9a-6p as stated on our voicemail during that time. Our team
addressed incoming phone calls, voicemails and e-mail inquiries. This client
was only charged twice during our service closure, once on March 29th and once on April 29th and had those hours accrued on her account. They did not go away. Client
did not submit any written requests during the time of service closure, as required
to make any changes to her account. The only request submitted by the client
was a Cancellation Form submitted on July 2, 2020. Her Cancellation Request was
processed punctually and she was given 60 days to utilize any unused services
she accrued in the past, this included the payments from March and April.
Additionally, this client has recently submitted chargebacks for 2 payments in
which she is getting reimbursed. There are no refunds due.
Complaint: ***
I am rejecting this response because:
Regards