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Business Profile

Massage Therapist

Massage Envy Spa- Vernon Hills

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Massage Therapist.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 3 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:05/08/2025

    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.
    4/14/25, morning: Cancelled massage, due to illness; Later in the morning, I was told that I would have to pay for the massage because cancellation was less than 24 hours prior to appointment. We had a conversation about how I felt uncomfortable knowing that their practice encouraged sick people to share close quarters and indicated that I wanted to cancel my membership.4/14/25, afternoon: Sent an email to *** *******. *** is no longer the Vernon Hills manager so she forwarded the email to ***** ******-*****. It took well over a week with me making followup calls and sending emails to finally reach ****** 4/25/25: I finally spoke with ****** She said that Massage **** does not charge for appointments that were cancelled due to illness. She agreed to cancel my membership, effective April 14, 2025 and to refund the autocharge of $80 from April 20, 2025. I submitted the form, as instructed, but did not receive the requested confirmation or refund. ***** did not respond to any of my calls or emails.5/4/25: My husband was at Massage Envy and asked ***** if she could get in touch with me. ***** said that she had sent an email to me earlier in the day on 5/4/25. I checked my email inbox and spam folder but there was no communication from Massage Envy. I emailed ***** and asked her to send her email again but I have not received anything from her. I indicated that, if Massage Envy did not resolve the issue by the end of day, May 6, 2025, I would contact the Attorney General. 5/8/25: Still no response from Massage Envy. I decided to contact BBB instead of the Attorney General. because I thought that it might be more useful to potential customers. I'll appreciate anything that you can do to help. Thanks.

  • Initial Complaint

    Date:03/26/2025

    Type:Billing 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.
    My husband signed me (***** ******) up for a membership at Massage Envy a couple of years ago because I have a bad back and massage relieves my back pain. Initially the *** didn't have enough staff to fill appointments and I was accumulating credits that they would not refund. Several times during massage, with two separate male therapists, fall asleep while during the massages, off/on during the entire sessions. A couple of months ago my credit card on file was compromised and I was in the process of getting a new one issued, I called to set an appointment and was told I couldn't because the card on file was not valid, but I still had 3 credits/sessions on file. I have taken my concerns to ****** ***** (manager at the time) who would not cancel/refund my account. I no longer want to pay for a membership that I can't use.

  • Initial Complaint

    Date:12/29/2024

    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.
    Today Sunday December 29th I was charged SIX TIMES for a massage that I cancelled at the Vernon Hills IL location. I keep calling the store and no one will help me. They emptied my bank account and will not refund my money instantly I have $11 in my account. They said a manager will not be in for TWO MORE DAYS. I need my money back and the fact I was charged 6 times is beyond fraudulent of this company.

  • Initial Complaint

    Date:01/31/2024

    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.
    I have been trying for over 2 months to cancel my membership. They said all I have to do is full out a form and they will cancel in 10 days. I did but yet they still charge my card each month. I need a refund since I already canceled my membership.

Massage Envy Spa- Vernon Hills is NOT a BBB Accredited Business.

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