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Business Profile

Massage Therapist

Massage Envy

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Massage Therapist.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/06/2022

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In March of 2020 my membership with Massage Envy was canceled because of Covid. Massage Envy has continued to bill my Visa card for $75 for 31 months amounting to $2,325. I was sent documents to sign and return which I did.
    The location in Palm Desert has been closed and is no longer in business.
    I have contacted my credit card company.

    Customer Answer

    Date: 09/06/2022

    1. Last charge in Visa bill 9/4/2022
    2. Request refund

    Business Response

    Date: 09/07/2022

    This warranty matter was handled in a timely manner.

     

    • I spoke with ***** from Casa Ford on 7/29/22, he explained to me that he needed 8 spark plugs as they had cracked.
    • I reached out to our vendor who provides the plugs and was told that they were on order and would be available on 8/10.
    • Spark plugs shipped out to Casa Ford on 8/12.
    • Spark plugs were delivered to Casa Ford on 8/15.
    • Vehicle was picked up by ***** ****** at Casa Ford on 8/17 with no issues according to ***** from Casa Ford.

     

    We do not stock these spark plugs, they come with the supercharger kit from our vendor so we are dependent on getting from them.

     

    I tried calling ***** ****** today 9/6/22, he stated that he did not want to speak to me and hung up.

     

    Business Response

    Date: 09/16/2022

    We have reviewed the complaint in our system. Due to COVID, most the membership fees for Mr. ******* for 2020 were waived. Only two were paid by the member. Services were accrued/charged during 2021 through 2022. We have a record of communication via email with Mrs. ******* in December 2020, at which time we emailed her a cancellation form. We did not receive a response.

    In the meantime, all of our members have received emails and notices for various reasons.  We have confirmed that the emails and letters were received.

    Our manager has reached out to our member, Mr. *******, and spoke with Mrs. *******. We have explained that all we need is a signed cancelation form to cancel the membership. 

    Our manager, T***, is available to answer any further questions and expedited the cancelation.

Massage Envy is NOT a BBB Accredited Business.

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