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:03/08/2024

  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 have been a Member of Massage Envy since Massage Envy opened their ******* location. Starting off, service was great, you can get an appointment a day before or sometimes even same day. I currently have 32 ($4,144.00) paid massages and its quite difficult most times to get an appointment. They will not refund any of my money, I would have 60 days to use all of prepaids without completely a total loss. On top of that its the therapist discretion if they want you to wear a mask for a 1.5hr service (this is not told to the member until after booking, ( a phone call where a message is not left, I just happened to have seen the missed call and called the clinic back) which does not allow you to chose another therapist. **************** is not good, they don't care because they get paid regardless to your satisfaction, and they don't give refunds. It seems as if they have too many members and not enough therapist to provide the service. I really just want my money back so that I can go where service is still great and availability is not a issue.

  Business Response

  Date: 04/09/2024

  She is part of our membership program. We are open 7 days a week. We are appt based. She can get her appointment. We will not give her a refund because this is not our policy. I will give her an extended time to use her prepaid. She can use her membership at any of our locations. 

• Initial Complaint

  Date:10/25/2022

  Type:Billing 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.

  For financial reasons I canceled my membership to the massage envy in Clayton Missouri. I was being debited $65 per month for a one hour session. About the same time my debit card was hacked and therefore useless. When I contacted massage envy to terminate my membership they told me they needed updated card information. I refused to give it to them so they told me that my 2 remaining massages were going to be marked expired even though I had paid for them. I see this as they stole $130 from me as services I paid for were never rendered. I want refund in the form of a check. I will not give them a debit card or credit card or any other kind of card now now or ever. I don't want the services because I would not be comfortable going there anymore.I don't want to go to another location because it's not convenient.And I will not give them updated card information to post a credit.If they are going to contact me they need to contact me via email. The truth is I don't want any contact with them I just want my $130 back.
  I don't have the date this happened. I estimate about 4 months ago. I'm quite sure I am still in their records.

  Business Response

  Date: 11/08/2022

  In regards to complaint number *********

  *** ** **** was two months past due in her membership payments. When a membership is past due the client is continuously notified until either payment is collected or the membership has lapsed by three months. Form of contact includes text as well as phone call. If the payment is in arrears for three months the membership is immediatly canceled and the services remaining are then expired and unaccesible. The cancelation and non payment policy is stated in the membership agreement the client signs. *** ** ****** agreement is attached to this email.

  *** ** **** did not provide any written request to cancel her membership. Her contact was in the form of a text message stating "I already told you I do will not be continuing my membership so I will not be updating my info". No emails or letters were received requesting cancelation prior to suspension and no responses were received in regards to the suspended status with exception to the text including her refusal to update payment information. That communication is attached as well. Please let us know if you need any additional information. Please confirm receipt.

  Massage Envy Clayton