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:03/27/2023

  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.

  I was given a Massage Envy gift card in December 2019. I was not able to use it for almost 3 years due to the pandemic and my own ongoing health issues. I have been on the wait list since December 2022, to try and get a massage on a Friday or Saturday, and have not yet been able to obtain an appointment. The locations are booked up 6-8 weeks in advance, which I have booked 2 appointments, that I have had to re-schedule due to getting sick, and not wanting to bring the germs to the facility. I have reached out to this location multiple times requesting a refund, since they cannot accommodate my requests. I have been told I can purchase products with the gift card, which I do not want. I have also tried to contact them via social media, and I am told they will respond within 2-3 business days, which the never do. A 60 minuet massage in ABQ starts at $120, which the same massage in PHX is $75. I am requesting that the gift card be refunded since I cannot use it as intended. This is not a business I would like to transact with.

  Business Response

  Date: 04/12/2023

  Hello **** 

  We've had a chance to review your complaint, and we'd like to sincerely apologize for the inconvenience. Thank you for taking the time to share your concerns with our Massage Envy North Towne location. We called you on March 31st at 4:33pm and April 1st at 2:42 pm to offer the open sessions we have available based on your preferred times and days. Our team at North Towne reserves open sessions for our clients and members based on their preferences and have enabled our text message system to reach out to our waitlist guests if an opening is available. With that said we understand how frustrating this experience must have been for you.  Based on what you've shared with us, here's how we can resolve the problem. Our team will continue to reach out to you via phone call or text message if you are opted in with any openings we have available on Fridays or Saturdays for a massage or facial so you will be able to use the gift card you purchased December 2019. Each Massage Envy location is individually owned and operated and prices do vary from state to state. Thanks again for reaching out to us with your concerns.
  Sincerely,  Massage Envy North Towne
  

  Customer Answer

  Date: 04/13/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  I have never received any contact  via phone email or text from the location regarding scheduling massages.  I have been on the waitlist since November 2022, I have not received any calls or texts advising of an opening. I’m requesting a 100% refund of the gift card because they have not been able to honor dates or times I have requested for over a year.
  
  Regards,
  
  *** ******

• Initial Complaint

  Date:08/23/2022

  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 cancelled my membership with Massage Envy with 3 pre-paid massages left. I made every attempt to schedule 3 wednesday massages , ( as this is my only day off...and I work 12 hour days). I was told there were no appointments available in the time I was limited to use the massages without losing my money. I was told to try to get in on a cancellation. I made every attempt, succeeding in getting 2. It was impossible to get in within the time limit for my 3rd and final massage. They refuse to refund my money. Why am I paying for a service I made every attempt to schedule when it was their inability to provide this service? I am very angry that they are able to steal my money without a reasonable cause. I have every right to have this money refunded.

  Business Response

  Date: 12/20/2022

  Ms.
  ****** initially booked 3 appointments to use her remaining services, she ended
  up rescheduling two of those and was unsuccessful in using the 1 remaining
  prepaid massage. She was placed on 6 requested massage therapist waitlists and
  was continuously called and text for open appointments from May 25, 2022- August
  4, 2022. The client was not available and declined all attempts for openings
  available to use the 1 remaining service. Per the cancellation form attached we processed her
  submitted cancellation form with a full 60 days to use up any unused and
  accrued services. Ms. ****** acknowledged and signed that “Upon expiration of the
  sixty (60) day period after the cancellation effective date, all accrued but unused
  wellness benefits, including any accrued but unused wellness massages, shall
  expire and I will no longer have the right to use any such wellness benefits, I
  acknowledge and agree that I have no right to receive any refunds or credits of
  any kind under any circumstance for any unused wellness benefits, including
  without limitation any accrued but unused wellness massages.”
  
  With
  all this being said, we gave Ms. ****** ample time to use the 1 remaining
  service but will give her another 30 days to use it. If Ms. ****** does not use
  it in the 30 days we will not offer any refunds per the cancellation policy
  that was written in the cancellation request form that Ms. ****** acknowledged
  and signed. We gave Ms. ****** a call to inform her that she is able to use the remaining service and it will be available for the next 30 days from today December 20th 2022 until January 31st 2023.