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Business Profile

Spa

Massage Envy

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 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:06/02/2025

    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.
    I signed up with Massage Envy nearly two years ago but have not used the services monthly. Since then, I've noticed changes in policies and increased pricing. While I had been considering renewing, recent experiences with customer service and other developments give me pause.I was previously informed that even if I chose not to renew, I would still be able to use any prepaid services. However, when I attempted to schedule an appointment today, I was told it wasn't possible due to system restrictions and that the manager was unavailable.This situation feels misleading and contradicts what I was told. If I can't access services already paid for, I expect a full refund. This has been a very disappointing experience.

  • Initial Complaint

    Date:09/14/2024

    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.
    Went in for a massage, the staff acted in a predatory manner and got me to sign up for a secret club with zero transparency in regard to benefits and availability. Theres nowhere the customer can keep track of free *********************** or know what theyve got available. Im a paraplegic, incomplete SCI in the thoracic region. I can toddle and recently started to use a rollator as tolerated by pain. I take huge amounts of ********** and ******** both medications cause cognitive difficulties. Its usually easier for me to know when Im being scammed. When I called to cancel as I was repeatedly asked did you sign a contract and continuously shamed for wanting to cancel and being upset. I was told I could pay the years contract out in full to be released, even though this was in the first month. When I was willing to pay the $900 because I have f*** you money, I was told I have to come into the store in person to cancel. These people are like the big gyms of the nineties that were all class acted out of business; golds gym, balleys etc.After multiple phone calls I was told they reviewed the camera footage of the office and I understood the terms as they were fully explained to me. At this point they had the nerve to tell me to bring a doctors note. Im not spending my time and money to appease some scumbag company. My plans going forward are to continue to trash them via word of mouth. Im disabled and have a lot of time on my hands outside of physical therapy to one day live like a human again. Now Ive contacted BBB. If it isnt resolved by this agency Ill have my account numbers changed.

Massage Envy is NOT a BBB Accredited Business.

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