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Business Profile

Massage Therapist

Massage Envy

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Massage Therapist.

Complaints

This profile includes complaints for Massage Envy's headquarters and its corporate-owned locations. To view all corporate locations, see

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Massage Envy has 2 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 1 complaint 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:10/06/2024

      Type:Order Issues
      Status:
      Answered
      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 filled out cancelation paperwork and called my location to cancel my membership, but you guys keep charging me. I have disputed the charges but you keep trying to charge. My original sign up location is ******* heights mn and the manager, who I believe is named ***** will not cancel the subscription that I have a doctors note stating I'm no longer allowed to have massages and I'm past the 12 month contract period, so I should be able to cancel my membership without penalty. I originally requested cancelation back in June.

      Business Response

      Date: 10/07/2024

      We have not received a cancellation form, we have told the member this.  We've also said if they can show us an email with the cancellation form we would reimburse.  Without that, there is nothing we can do.

    • Initial Complaint

      Date:01/31/2023

      Type:Product Issues
      Status:
      Answered
      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.
      1/31/2023 - I have been a member of Massage Envy since 2014. I currently have approximately 7 unused sessions on file. I received a call today from the ********* location *************). The person indicated that my credit card did not go through (due to a recent change). After calmly explaining my frustration of constant cancellations (lately at the Plymouth shop) and then asking her to explain how I could cancel out of my membership contract. What I was told was that I would have to give them my new credit card number so that they could suspend my account and then they could cancel my account, and I would have 60 days to use up my remaining sessions. That's not a workable or reasonable option. I told their employee that I would not give them my credit card and that I just wanted to cancel. The employee abruptly hung up on me. I called back and it went to their voicemail. I left a message and did not hear anything back. I called them again using a different phone number and the employee answered. She indicated that she did not have time to deal with me and I could speak with the manager. I asked when the manager would be in and she said "soon". I asked for the manager's name and she gave me a name. I have not received a call back from them. At this point I do not care if I can't use my remaining sessions, I just want to get out of the contract and I am not willing to give them a new credit card number.

      Business Response

      Date: 01/31/2023

      I am not sure why I am receiving this. I do not on the ********* or the Plymouth location.

    Massage Envy is NOT a BBB Accredited Business.

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