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:07/02/2023

  Type:Product 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.

  Dear Sir/Madam, I hope this letter finds you well. I am writing to file a formal complaint against Massage Envy regarding their refusal to compensate me for the remainder of my massages. I have been a loyal member of Massage Envy for over 10 years and have recently canceled my monthly subscription due to ongoing issues with scheduling and availability of services. My chief complaint stems from the fact that Massage Envy only allowed me to "Gift" five massages to family and friends from my remaining balance. I was informed that I had to utilize all the remaining massages within 30 days of canceling my membership. Out of the five massages I gifted, my mother experienced significant difficulties with scheduling and ultimately had a negative experience after receiving a massage. Throughout my membership with Massage Envy, the quality of service and communication has progressively declined. Despite my attempts to address these concerns directly with the company, I have received no satisfactory explanation or compensation for the poor experiences I encountered. Attached to this complaint are the email correspondences I had with Massage Envy, which illustrate their lack of response and failure to resolve the issue. After the most recent email, in which I was promised someone would reach out to me, I have not received any further communication from the company. Given the circumstances, I believe it is necessary to escalate this matter to the Better Business Bureau for mediation and resolution. I kindly request your assistance in investigating this complaint and ensuring that Massage Envy provides appropriate compensation for the 11 remaining massages that were not honored. I appreciate your attention to this matter and trust that the Better Business Bureau will help facilitate a fair and satisfactory resolution. I eagerly await your response and thank you in advance for your time and assistance. Sincerely,*****************************

  Business Response

  Date: 08/02/2023

  Dear Sir or Madam,
  We operate a franchise unit of Massage Envy locations which is 1175+ nationwide. We sell memberships in which our customers accrue one 60-minute session once per month to be utilized for all services including massages, facials and total body stretch services. If not utilized during the accrual month, the session will roll over to the next and will not be terminated unless the member requests cancellation of the membership. We also allow our members to transfer out one of their 60-minute accrued sessions once per month to a family member or friend for a $10 fee and that same family member or friend will not be able to receive another session until 6 months after the initial transfer date. Upon cancellation of the membership, the member signs and returns a very detailed cancellation request form that goes over every detail of cancellation and is provided with a copy of that same signed form once processed. In that cancellation form the member must sign a section stating that they agree that the cancellation will be effective on the cancellation effective date and understand and agree that they will have a 60-day period from the cancellations effective date to redeem any accrued but unused wellness benefits. It also has them sign a section explaining that they have no right to receive any refunds or credits of any kind under any circumstances for any unused wellness benefits, including without limitation any accrued but unused wellness benefits.
  **************** has been a member of the College Park location since October 14, 2020, and has not once received a session at our location or attempted to schedule any appointments at our location since his membership has been activated (transaction history attached). He has been unable to get appointments at the location that he preferred to visit, not ours. Members of the College Park location have priority scheduling privileges over off-site members and are consistently guaranteed their session each month.
  **************** walked into our clinic on November 21,2022 to complete a cancellation request form which detailed every aspect of the cancellation (his signed form is attached) While completing his cancellation he was fully aware of the 60-day cancellation date (in his BBB complaint he stated it said 30) and how many sessions were remaining on his membership. He also did not schedule or attempt to schedule any appointments once the form was completed. He spoke with a member of our management team and requested to transfer sessions out to his parents. Again, our transfer policy only allows one session transfer a month to one person. The manager working that day made an exception to transfer our six of his sessions, three to each person for them to also have 60 days to utilize (transaction attached to the transaction history) The recipients of those sessions also did not come here to utilize them so there is nothing we can do to accommodate a client that does not receive service at our clinic. Any complaint regarding service must be handled at the rendering clinic, which was in Suffolk, Va. 
  In summary, we will not be able to provide **************** with a refund due to the above reasons. 

  Customer Answer

  Date: 08/04/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  I must express my dissatisfaction with their dismissive stance and refusal to acknowledge the legitimate issues I have raised. Firstly, I want to clarify an inaccuracy in their response. Contrary to their claims, I have been a loyal member of the College Park location since 2010, not since October 14, 2020. This discrepancy raises concerns about their attention to detail and understanding of their long-term clients. Such discrepancies are indicative of the confusion and lack of communication I experienced during my interactions with their company in recent years, up until my cancellation.

  While they emphasize that their members have priority scheduling privileges, I can attest to the fact that my efforts to book appointments were consistently met with difficulties, both at the College Park and other locations. It is disheartening to see how they place the blame on me for not scheduling appointments when, in reality, their scheduling system proved to be inefficient and unreliable.

  Furthermore, the transfer policy they mention is restrictive and not adequately communicated to members. I was unaware that only one session transfer per month was allowed, and this limitation was not conveyed to me during my interactions with their management team. If such a policy exists, it should have been clearly outlined to all members to avoid any confusion or misunderstandings.

  In their response, Massage Envy also suggests that complaints regarding services be handled at the rendering clinic. However, this overlooks the fact that my primary concern is the ongoing decline in the overall quality of service and communication across multiple locations, not just one isolated incident. Their failure to address these systemic issues only reinforces my decision to escalate the matter to the Better Business Bureau.

  I firmly believe that, as a franchise, each location should be held accountable for its service standards and customer relations. It is not reasonable for them to evade responsibility for negligence in scheduling attempts or the level of service provided to loyal and long-standing customers.

  In light of the foregoing, I kindly request the Better Business Bureau's continued assistance in mediating this matter and ensuring a fair and satisfactory resolution. My intention is not to engage in a dispute but rather to seek the compensation I rightfully deserve for the 15 remaining messages that were not honored (This is the number listed on the cancellation form), as well as an acknowledgment of the recurring issues faced during my membership tenure.

  I am hopeful that the Better Business Bureau will thoroughly investigate this complaint, taking into consideration both my initial email and their response. I look forward to your impartial evaluation of the situation and trust that you will help facilitate a just resolution.

  Thank you for your attention to this matter, and I am eager to hear back from you soon.
  
  Regards,
  
  *****************************