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:03/11/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 went in to Massage Envy (ME) Sunday the 5th of March to schedule a massage. I was told I could pay the monthly fee of $70 to receive the discounted rate. They asked for my credit card and swiped it telling me it was now on file and I could make an appointment. When I tried to make an appointment, I was told the first available was in April. I expressed concern that I didn't want to wait that long for a massage I wanted today. They found a cancellation for Monday and scheduled me for an hour. I was told I could sign all of the membership documents online when I come in Monday.
  Once I came in I was told I had to make a 6 month or one year commitment and my credit card would be charged each month. I was surprised, but signed up for the 6 month. I expressed concern about ME not having appointment availability and was told I could always search for them 24 hours before they were available. I agreed to try this method. I tried to get an hour and a half appointment, but told those were particularly difficult to come by. I accepted a one hour appointment, showed up and had to wait beyond the appointment time, the therapist was running late, then had a total of 40 minutes massage time, with the impression it would be 50 minutes minimum.
  I wrote a review on Monday the 6th and asked in writing that management contact me. I found another cancellation for an hour and a half massage. I showed up on time, the therapist was late and the massage lasted a total of just over an hour. I paid for an hour an a half.
  I called Thursday the 9th and expressed concerns, asking that management contact me. No response.
  During the second massage, the therapist told me he was booked up for two months. I complained that they did not tell me that before taking my credit card information and wondered why they are still accepting clients if they don't have enough Massage Therapists to cover the demand. A final request for contact was done through Facebook yesterday.

  Business Response

  Date: 04/19/2023

  Client was contacted and his account was closed.

  Customer Answer

  Date: 04/19/2023

  Better Business Bureau®:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Regards,
  
  
  
  ****** * *****

• Initial Complaint

  Date:03/09/2023

  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.

  I have started a membership with massage envy since December. I have consistently had money taken from my account each month and continue to receive message that my account is past due. I have received 1 facial in the last 4 months. I have not had any massage and I continue to have ny appointments canceled. I have my bank statements proving I have had my payments taken each month. I would like a full refund of all payments or would like my membership continued and to receive all massages & not have to wait 3 months.

  Business Response

  Date: 03/29/2023

  Client signed up for a monthly membership billing.  When signing up for the membership , client is made aware and initials that she knows if she does not use the hour that month, it does roll over.  All of our memberships have a signed contract when signing up.  Client is made aware and initials and signs that agreement.  We have hired 3 new providers, this client can call us and get a same day appt.  Our books are not full.  We will not be able to refund any prior payments, as the client is aware of her membership term.