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:09/18/2023

  Type:Order 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 am rejecting this response because this business is falsely stating that there have been previous issues.  This was a case of the business providing an injured therapist and then retaliating when I exercised my right to refuse service and state that an they should not be employing an injured therapist.    They then inappropriately stated a payment was due when they should have instead been apologetic.  To say that they waived the charge later due to a "customer satisfaction" decision is bogus, as they had demanded payment at the time and later decided to ban me from using their location, thereby devaluing my membership to the overall company.
  
  
  l I required at the time I booked the appointment. I exited the therapy room and spoke with the front desk, who stated to me that I would have to pay for the session. I was unhappy with this and also with them wasting my time, since they knew the therapist was injured but scheduled me anyway. I demanded to speak with *****, the franchise owner. The front desk employee appeared scared because I confronted them even though I was polite, but upset. They stated I could not speak with the owner. I demanded to have him call me. A few days later he did call, stating that his therapist had quit, and that he held me responsible. I explained he was the one responsible since he had an injured therapist treating clients. He told me that, regardless, he had an employee quit over this confrontation, and I was not welcome back. However, I pay $75 every month to use ALL Massage Envy locations. I should not be restricted from using this location.

  Business Response

  Date: 10/03/2023

  Two massage therapist were hired at the same time who had very different styles and there was some confusion when an associate had booked the client. The therapist who the client saw was a relaxtion therapist due to a prior injury in her career which wear and tear is very normal for a physical job, but the employee was more than capable of massage therapy, just not deep tissue. A front desk associate did inform the client that he would need to pay for the time that he did take with her which was not wrong, but due to the customer service issues should have been waived and it was because a manager on duty did step in to rectify the situation and make it right since we did in fact make mistakes from the beginning. Both of the employees did quit due to the escalation, however, our decision was based on the way that the client has conducted themselves in other circumstances through out the years. As any business, we do have the right to refuse service within our descretion. 
  
  

• Initial Complaint

  Date:01/18/2023

  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.

   I am rejecting this response because:
  
  This is all the same things that they said to me when I complained about this directly to them. I have told them that I can sign the paperwork electronically and they have refused. My complaint is that they do not make it easy to cancel your membership, this is so they can keep charging people even when they do not want to membership anymore. They may put the terms of canceling the contract in writing, but that doesnt mean the business practice isnt a bad one. It is designed to keep people in a contract that they dont want to be in if they are too busy to make it into the store.

  Business Response

  Date: 01/18/2023

  Massage Envy offers a wellness program that requires a monthly payment and in return turns that into a prepaid 60 minute session that can be used on facials and massages. We do offer advanced skincare services for additional pricing which is located on the site page, the lobby counter, as well as the esthetician lets the client know the upgrade charge, information and risk about the service, and they get a signature that they went over the information for the services from the client before proceeding. We also confirm pricing back to the client upon checkout. 

  
  When you sign up for this wellness program, you sign a contract and to end the contract you must sign the proper forms. At this time Massage Envy does not have a way to verify clients via email so unless they have very extenuating circumstances they must come in the clinic to fill forms and receive their copy so we can see and verify they are canceling their own account which is a simple **** minute process.

  
  We are happy to help ***** anytime she has a moment to step into the store to fill out the forms and if she needs additional information of pricing then we can show her how to navigate the website and all the areas pricing is posted in the clinic. This option was provided to her when upon bringing her concerns to us.

  
  Thank you, 
  **********
  Director of Operations
  Massage Envy Plymouth Creek
  ************

  Business Response

  Date: 01/19/2023

  That is correct because there is not other information or options. The business will await and has no further information.