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:02/28/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  My husband and I had a Couples Massage on 2/14/25. His was excellent and enjoyable and mine was not performed appropriately. We paid $250, I requested a $125 refund from Manager ***** ******* and she refused.

  Business Response

  Date: 03/01/2025

  This client received her massage session in its entirety without complaint and at the end of the session, she told the front desk associate that it was great and she inquired about our membership program.  She then called the next day demanding a refund. Our clinic manager offered her a discounted session with another service provider and the client refused and threatened to get a lawyer.
  

  No refunds will be provided as we have informed her several times.  
  

  The session was absolutely performed appropriately as the client received a full body massage.  She was upset that more attention wasnt given to her neck. 
  

  We are no longer communicating with this client due to the fact that she has threatened legal action.  

• Initial Complaint

  Date:01/30/2024

  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.

  I signed up for membership in January 5 ****. Called January 30 to cancel membership and spoke with the manager was told I could not cancel it because it was a year agreement.

  Business Response

  Date: 02/01/2024

  *************************** enrolled in our membership over the telephone and the Clinic Manager thoroughly reviewed all of the membership terms with her and let her know she would need to sign the agreement on her first visit.  **** came in for her first visit and received the member rate for the massage but she did not sign the paperwork.  We have cancelled her membership and no refunds are due as she did not make her first membership payment yet.  **** paid the member rate of $55 for her massage even though she did not follow through with signing the membership agreement so technically she owes us the difference for the massage as the non-member rate is $125.  Any future services that **** receives at our clinic will be at the non-member rate.

  ***********************, Franchisee - Massage Envy Tinley Park

• Initial Complaint

  Date:09/15/2022

  Type:Sales and Advertising 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.

  My complaint against this establishment is due in part to deceptive services. I entered into an agreement with this establishment to have monthly payments taken out of my account for facial services provided. However, I decided to cancel my membership, and was expecting to either receive money back or services rendered. On 9/7/2022 via hand deliver notice to cancel my membership was given to the manager whom at that time informed me that I had 3 service (card provided from manager with dates) to complete at NO extra charges. I questioned her that the three services were for **** June, and July. As she stated yes however I asked her since I am cancelling in 9/7/2022, I should have an additional services for Aug and September. Only reason I mentioned September is that she stated that they would draft my account for September. The manager couldn't figure out in the system why it would not allow for ****** services. She informed me that she would speak with her manager and have her give me a callback. It is now 9/13 and I never received a callback from either the manager or owner. With that said, I called the store 9/13 to see if the issue was resolved and if I would receive ****** services. ***** the manager with whom I spoke with was very rude and informed me because I did not call in to cancel for ******-I would not receive ****** services. I informed her that I have always called in to cancel my appointments and would never ghost ******* my technician. ***** is very rude and needs to be fired. This is not the first complaint against this manager. I am asking that all of my money be returned for the months of **** June, July, and ******. I do not ever want to patronize this establishment again.

  Business Response

  Date: 09/15/2022

  First of all, the appointment card has no bearing at all on this complaint.  This just shows the client that she has three appointments scheduled - it has absolutely nothing to do with her membership or any accrued membership services.  We have members make appointments all of the time and they pay in various ways - gift cards, cash, credit card, accrued member services, etc.  So these photos just confirm that she indeed made appointments for services.

  I have attached a copy of the membership agreement which includes our policy on cancelled appointments and no-shows.  ****** did not show up for an appointment on August 27th - she did not cancel prior so per our agreement, she was charged for her appointment.  Because she was scheduled for an advanced skin care service, she was charged in full which used two of her accrued member service credits.  When ****** questioned why she was charged, she first said she called to cancel and we asked her for a screen shot of her call log showing the call that she claims she made and if she was able to produce that, we would review it and restate the credits if the error was on our end.  We reviewed our call history and see no calls from her on the day prior or day of service.  She did not provide that and then she changed her account of the situation and said she came in and cancelled and that the esthetician was standing there and knew she cancelled.  We reviewed that with our esthetician and no such interaction occurred.  ****** also said she cancelled when she came in to buy product, but again, the dates of her product purchases do not in any way coincide with her appointment on August 27th.  

  We called ****** to confirm the appointment as we always do, a day prior, so she had every opportunity this appointment  on the day prior and she would not have been charged.  She reviewed and signed the wellness agreement so she is fully aware of the policies that she agreed to when she enrolled.  Membership dues are NOT refundable and if ****** does not want to come to the Tinley Park location to use her remaining services, she can go to any location to use them prior to their expiration.  

  I was present when ****** was speaking to our clinic manager, *****, and several times ***** asked ****** to please calm down and not speak to her in the way she was because ***** was just trying to help her and answer her questions.  ****** then hung up on her.  She then went on to write two negative reviews that I personally responded to, reiterating the policies and asking her to reach out to me to discuss further.  

  No refunds will be issued to ****** for any of the months she mentioned.  She has two membership services available to her that expire on November 16, 2022.  If she does not use them, they will expire and will not be available for use.  The other two services were used to compensate her service provider for the service that she did not show up for.  ****** continually says that she would not "ghost" her esthetician but she cannot seem to verity when and how she actually cancelled her appointment as she stated that she did nor did she respond to our confirmation call. 

  Sincerely,

  ***********************

  Franchisee, Massage Envy Tinley Park