Complaints

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.

• Initial Complaint

  Date:09/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  This occurred on September 7, 2022. Pre-Covid my husband would go here on a monthly basis and had two massages left in his account when everything closed down due to the pandemic. His line of work has been swamped after the economy opened up and he has not gotten the chance to make time for a massage. He went today to finally use one of his massages and was turned down by ****** the Senior Manager, she would not give her last name. Instead of taking the opportunity to lure a customer back with good customer service they have now lost our business forever. ********************* the owner should really reevaluate his staff. ****** was cocky and rude, telling us that shes fully in charge of the business and does not need to run anything by her higher **** Ill be sure to tell all our friends and family not to come here for their services. There are much better local places that know how to treat their customers.

  Business Response

  Date: 09/27/2022

  To whom it may concern,

   

  Thank you for the extension, we did not have the letter until it was passed the ****************************** ********. 

   

   

  This client called on 9/6/2022 to ask about his old or expired credits and the front desk said the General Manager would call him back. 

   

  I spoke to the client and let the client know I cannot unexpire packages expired from 6/11/2020, when credits were expired due to non-payments three months in a row per contract.

   

  Also reminded him that he was separated from Massage Envy back on 6/11/2020 due to non-payments for three months per contract.

   

  We also did leave him voicemails to call us back so we could get his account out of suspension back in 2020, but we did not hear from him until over two years later. 

   

  He asked to speak to the owner and I said I do not have his information as I am working my front desk, he then asked for my boss, I told him I am the senior manager for the area and the one he can speak to now.

   

  He then said loudly "so you are the biggest swinging d*** I am going to talk to" He made threats to me and the company, so I did not give him my last name at the time as I did not feel comfortable. I told him I would email him a recap of the conversation and CC my boss ******* into the email. 

   

  His wife complained on social media the same complaint sent to BBB, she was not on the phone while I was speaking with the client. 

   

  Please see the attached communications and highlighted parts of our contract showing the loss of service hours due to non-payments and cancelation policy attached as well.

   

  Please let me know if you need anything further from me. 

  ***********************| General Manager Lake Zurich

  Senior Manager ********, ******************, **********, and ******** ******** PCRK Group

  299 *************. I  Lake Zurich, ** 60047