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Business Profile

Spa

Massage Envy

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Spa.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:01/12/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    The business refused to allow me to cancel my contract, continued to take money from my account and will not refund me the unused credits.

  • Initial Complaint

    Date:12/21/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    On 12/15/23, I bought a gift certificate for my mothers birthday. When my mother tried to book an appointment for a prepaid, well-earned massage, she was denied because she does not have a credit card.My mother then told me that she was never able to use the gift card that I bought her last year. She was too embarrassed to tell **** immediately emailed massage envy, told them what happened and was given a false excuse for why they cannot give me a refund.Massage envy humiliated my mother, refused to allow her to use her gift card, and I am embarrassed for putting my mother through that experience- twice now.I want a refund for the garbage gift card that I bought. There was no meeting of the minds. There is no contract.Please kindly do the right thing and give me back my money.My mothers name is *******************************. You can verify my complaint in your records.

  • Initial Complaint

    Date:04/29/2023

    Type:Order Issues
    Status:
    Unanswered
    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.
    I am writing about shady, misleading, and what feels like downright illegal sales and membership tactics used at Massage Envy locations. I signed up for a membership in June 2022 at the ********** (*****) location. I never received a copy of my contract despite multiple requests. There is no way to see this information online, and there is not a membership login where you can view. I had an inappropriate massage in August of 2022 and immediately contacted to request termination and to point out they overcharged based on what was communicated. This company has charged me $70 every single month from June ******************************************************************************************************************* touch with the person who can apparently process a cancellation. I am consistently either told I have the wrong contact or I have the right contact but that person is in a meeting. Massage Envy has clearly created an environment making it impossible to benefit the consumer, and I am fully getting taken advantage of. Unfortunately, it seems to be their policy to not respond to anyone via email and to try to get them on the phone.

  • Initial Complaint

    Date:02/24/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Massage Envy in ********** has failed to provide signed contracts for their membership program when requested. They have ignored my emails and follow up emails requesting cancellation to their membership program and continue to take money from my account while failing to communicate with me. I have called many times and I'm always told I need to speak with a different person every time or my name and phone number is taken down and i'm told I'll be called back but never receive a call back.

Massage Envy is NOT a BBB Accredited Business.

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