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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

  • 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:02/28/2025

    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 am filing a formal complaint against Massage Envy due to consistent service failures, lack of accountability, and refusal to issue a refund for unused services. Both my partner and I have six unused service credits each (a total of 12 credits) that Massage Envy refuses to refund, despite their repeated failure to provide the service as promised. Massage Envy has demonstrated ongoing scheduling issues, including: - Canceling appointments at the last minute, often just before they were set to begin. - Failing to properly record scheduled appointments, leading to instances where I arrived for a confirmed session only to be told my appointment was never placed on the calendar. - Scheduling appointments at the wrong times, despite clear communication on my part. When I brought these concerns to Massage Envy, they refused to acknowledge their mistakes, offer an apology, or rectify the situation. Their only response was to insist that my partner and I must use our remaining service credits within 60 days or forfeit them entirely. Given their history of unreliable scheduling, this is an unfair and unreasonable policy. I am requesting a full refund for the 12 unused service credits (six for myself and six for my partner). I believe this is a fair resolution considering the ongoing service failures and the company's unwillingness to accommodate their mistakes.

  • Initial Complaint

    Date:10/16/2024

    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 4/25/2024, I requested my membership be transferred and I completed the paperwork (and emailed it to the Clybourn store at the direction of store manager, ********) to transfer my existing credits to the Clybourn location, because the ******** location was going out of business. - After 4/25, I followed up a few times while in the clinic or via phone on the status of the transfer and I was told by ******** that there were thousands of applications and it would take some time. In the meantime, my credits were available to be used and I used a few of them at their location.- On 9/11/2024 when I called the store to book an appt. I was told that "I had cancelled my membership and had no credits left" and I stated I had not. I have no emails, mail, calls, or conversations at the store of any cancellation, notice, or intent of cancellation. I was told that day I'd be placed in a manager queue for call back; I've still not received a call. I've sent a few more emails following up on the status.- On 10/9/2024, I called again to resolve this and still wasn't provided with the ability to speak to a manager or given any reason for their claim of cancellation.- I'm estimating I had between 6-9 credits (worth $100/each, so like anywhere from $600 to $900 dollars worth of credits) in my account and I'm not interested in losing them. I've been a Massage Envy member since like 2017, so this is a long term customer relationship for me. - For what it's worth, the process of actually cancelling a Massage envy membership is to go into the store and hand them a cancellation letter and get a confirmation back from them or to initiate the process via email. There's no record of me doing either of these things, so I'm surprised this is not an easy thing to resolve. - All I want is for my credits to be reinstated so that I can use them.

Massage Envy is NOT a BBB Accredited Business.

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