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:07/18/2023

  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.

  My wife and I have a membership at Massage Envy for at least 8 years and would visit regularly throughout the country. We had a couples massages on 5/3/23. I told the masseuse I recently had back surgery and to please work or the lower back, and also spend extra time on my feet. She asked if there was any area I didn't want to be worked on and I said no. She did not ask if we wanted a deep massage or not. She massaged my head for about 3 minutes, and I asked her how long she would spend on my head, and that the main areas I wanted her to work on were my back and feet. She wasn't applying a lot pressure and it just felt like she was putting lotion on me. I had to ask her 3 times to apply more pressure. During the the third time, she asked if I wanted to end it. I said no, I just wanted her to go deeper. She said she couldn't, got upset and walked out. The next day I called and spoke with the manager Gabrielle and asked if I was charged for the service, and she said I was. I told her this wasn't fair after the experience I had. I was refunded. I wanted to transfer our membership to the Cottlleville location, but was told I was placed on restricted. I also later found out at the Cottleville location that it is Massage Envy's policy to ask what type of massage you wanted when scheduling to be sure to get the right type of masseuse. The masseuse I had that day was only trained for a Swedish massage. Since then I've called the O'Fallon location numerous of times but the manager Gabrielle is unwilling to take my phone calls to discuss the situation.

  Business Response

  Date: 08/04/2023

   

  This client has been a menace for over a decade and as the clinic manager I have made the decision to stop tolerating him at our business. Being that he violates our code of conduct by creating an unsafe work environment for our service providers- we have banned him. Our corporate office tried to un-ban him for another location (Cottleville) but once they read our notes they decided it would be in the brand's best interest to not work with someone like this or have them alone in a room with a provider. 

   

  Notes:

  Spoke with *** again today and he was not pleased when I told him that he has to keep his account active in order to redeem his services. He said that he has paid $1,287 to our business and has never used the benefits of what he is paying for. He told me that he has paid for 33 massages and he is NOT paying anymore and he WILL be in to use them. I explained to *** how our wellness program works and that he is not paying for massages, he is paying to receive member rates. Because he is a member, we give him a 1-hour complimentary service every month. I then told *** if he would like to use his services then he must keep his account active. He told me that he does not ever have time to use his membership because he travels all the time and when he gets home it is late at night and we are not open past 8:00pm. I then told *** that we are open until 10:00pm Monday-Friday and I would be more than happy to help him set up some appointment times so that we can help him catch up, this is of course after he brings his account current. I even tried to reason with *** and told him that I would waive the 2 months he is passed due as long as he was going to keep his membership active. *** told me that he needed to talk to someone who was higher up than me and I told him that would be the corporate level. He said fine. He will be calling corporate and telling them how he was treated. He will be calling the BBB and telling them what a horrible person I am and what a horrible business/ deal maker I am with customers. He then asked me again, if I wanted to give him a deal to try and work something out and I told him that I have offered him all that I can. He said fine, that is your choice. He then hung up the phone.
  **** ******
  
  I spoke with *** today regarding his membership. He is currently 2 months past due and his card has expired. I called him to update the card that we have on file for him so that his membership would be active. *** got very defensive and asked why his membership is not active at the moment. I told *** that his card on file for his membership expired so he is now past due. He then asked why his card expired. I told him that the expiration date of the CC# that we have on file is 12/12. He said that he hasn't been in our clinic since last year and there is no reason for him to be past due. He asked what his current balance on his acount was and i told him $78 (two payments of $39). *** said that I did not make sense and he was going to call his wife and talk to his wife about what he wanted to do. He asked me what kind of credit he has on his account and I told him that he has 33 complimentary 1-hour services. *** then told me that since he has paid for 33 massages that he should be able to apply that to his current outstanding balance. I then explained to *** that as a member you pay to receive lower member pricing. Becuase you are our member, we give you a one hour complimentary service to use towards services. He did not understand and said that I was lying. He said he was going to discuss this matter with his wife and give me a call back.
  **** ******
  
  ****** **** *** ** ** ***

  **** 1.15.19
  Made a deal- can transfer 4 a month to whoever he wants too. He knows about the $10 fee per service. Me and *** will talk soon and figure out exaqctly what to do with him and Maureen's memberships.
  **** 1.15.19
  1/13/19 I called *** to tell him about his services and he said that hes waiting to talk to the manager. I said I will let her know and he said "well i talked to someone on friday and I was suppose to talk to someone so what do you mean" and i looked at the notes and there was none, so I didnt know what to tell him. I told him a manager would contact him and he hungup on me. 
  
  3/13/15 called and LM about being in susp[end and needing an updated card KT

  
  Do not book with ***** or ****** EVER. *** and his wife came in on 10/19/19 for a one hour couple service. The therapist computer did not show that they were checked in. at 3:15 the therapists were wondering where there clients were. They were in relax room. they had appointment's after we wouldn't of been able to do the full time sessions. They got livid and we had to escort them out because they got so rude. There demanding 3 free services and want *** to call them - rm 10/19/19

  Has to follow ALL the policies including the transfer policy! TWP 10/21/19

  was extremely rude to me when he had called because he wasn't sure why he didn't receive a appointment cancellation notification (he cancelled on 12/28 and his appointment was 1/4) and I told him I wasn't sure (because we have nothing to do with those, only text notifications) and he wasn't satisfied with that answer, and I could leave a longer note but we literally talked in circles and ended the conversation with me telling him I would send a text saying his appointment was cancelled yesterday and he wasn't charged and then he hung up on me.

  DO NOT BOOK WITH ***** OR ******
  DO NOT BOOK WITH A SMOKER

  Frequently tries to book appointments with non-deep tissue therapists and then requests deep tissue when they start the session. Gaslights therapists and tries to manipulate them into doing things they are not comfortable doing and when they don't do it he berates them the entire session -refusing to end the session- and then complains to the front desk and berates them.

  *** ***** HAS BEEN BANNED BY O'FALLON MO LOCATION #****
  EFFECTIVE 5/18/2023 per the franchisee and clinic manager. 

  
  

• Initial Complaint

  Date:06/05/2023

  Type:Customer Service 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 booked a couples massage it was not what we expected at all. I reached out to the store manager/owner the Monday after with no response. Explained how terrible the service was and that I would never go back. I will be disputing the charges on my actual credit card and letting everyone I know not to go there. The therapist looked at her watch multiple times annoyed used the extra over priced foot scrub without any water. Rubbed my back almost the entire time. Instead of being discreet when asking me to roll over I was completely exposed to the therapist totally awkward and uncomfortable.

  Business Response

  Date: 06/27/2023

  She did not reach out to the clinic manager or the owner.  She received services on 05/05/2023.  There is never any water in the treatment room.  They use a sugar scrub and remove it with a hot towel.   The client needs to turn towards the Therapist when turning.  We apologize that the experience was not what she was looking for.  We did extend the offer to see another therapist as well but we have not heard from the consumer.  

  Customer Answer

  Date: 06/27/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: I did reach out there was no response. Above is proof of the communication via email. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  ***** ******