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Business Profile

Massage Therapist

Massage Envy Spa

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Massage Therapist.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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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  • Initial Complaint

    Date:01/19/2023

    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.
    I became a member to have massage services monthly at a charge that started at $ 60 and now is $70 a month. I am not certain on the exact year, I believe 2018. It has been difficult to book appointments, therefore massages have accumulated. Then Covid hit and they closed but still charged the members each month when they could not receive services. I have tried to cancel several times, but they said that I would love all the massages I have paid for, I have tried to book appointments in NH- 4 different towns, South Carolina as well and never any appointments.
    I understand they are short staffed and cannot accommodate customers, therefore, they should allow to keep paid massages and cancel with no more charges. I currently have, I believe 21 hours paid for, and I would like my money back for them. They did give me a 6 month freeze to try and use some, I used a few, but now the freeze is over and they are trying to charge me and I have blocked charges from them.
    They also charge $10 to transfer the massage to someone else, which is ridiculous as a body is a body.

    I am looking for a resolution of $1400 for unused hours and be done with this unethical company.

    Business Response

    Date: 02/02/2023

    Hi,

    Few parts need addressed; During covid we sent out letters to all clients, ask clients what they wanted us to do with their memberships (pause or continue with monthly payments as we were closed for two months) - those we did not hear back from their second month was automatically waved meaning no charge.

    Next, client did not pay for six months, during 2022, was put on a 6 month freeze, each month the $20 fee was waved. Once the freeze is up, client is responsible to notify us if they want to be cancelled or freeze again otherwise their monthly payments will resume.

    Lindsay M. clinic manager will email client a cancel form, and once filled out we can cancel membership. 

    Kind regards,

    ****** *****

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