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:12/04/2022

  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 elderly parents, **** **** and ***** **** *********, lived in ************ ** until October 2021 when they moved to All Seasons Senior Living in ******, **. Unfortunately, from October 2021 to the present time, Massage Envy ********* ** has continued to charge them for monthly massages, for a total of $790, claiming **** and ***** failed to give them a termination notice. Sadly, since both have dementia, neither was aware of this requirement, nor were they aware that they continued to be charged monthly since their credit card bills were on auto pay. We have called Massage Envy ********* explaining the situation and stating that it is unethical for you to continue to charge dementia-ridden seniors on the flimsy basis of your contract, the terms of which neither was fully capable of understanding. Given that they both have dementia, any such contract is legally unenforceable. Thus far Massage Envy ********* has refused to refund these charges and have only offered to provide massage credits. **** is 90 and ***** is 82. **** has advanced dementia and ***** has moderate but increasing dementia. Both have congestive heart failure. They currently reside at ******************, a senior facility in ******, ** and are not capable of independently leaving their residence to obtain massages.

  Business Response

  Date: 12/13/2022

  *************************** signed an agreement to fulfill monthly dues. If he wanted to cancel- the policy and terms as stated on agreement is 10 day prior to next billing period and he would then have 60 days to use sessions. ****************************** membership was handled by ******** who spoke to my business manager and set the cancellation and knew that the last payment was Nov 2nd. They then tried to send a chargeback for the last two payments (Oct & Nov) which we have now disputed. In 2020, it was known that they were in ******* but we have records displaying that the services were being used in ******* as the agreement does say may be used at any Massage Envy location. This BBB complaint is irrelevant as we do not cancel agreements any differently from the next. There are Brand consistency and policies. This is the first we are hearing of the parents medical terms but would still follow protocol. 

   

  ***************************** * ********** * ** **************
  
  ******* **** ************** **

  Customer Answer

  Date: 12/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

   

  *************** to Massage Envy **** message from December 13:

   

  MESSAGE FROM BUSINESS:

  *************************** signed an agreement to fulfill monthly dues. If he wanted to cancel- the policy and terms as stated on agreement is 10 day prior to next billing period and he would then have 60 days to use sessions. ****************************** membership was handled by ******** who spoke to my business manager and set the cancellation and knew that the last payment was Nov 2nd. They then tried to send a chargeback for the last two payments (Oct & Nov) which we have now disputed. In 2020, it was known that they were in ******* but we have records displaying that the services were being used in ******* as the agreement does say may be used at any Massage Envy location. This BBB complaint is irrelevant as we do not cancel agreements any differently from the next. There are Brand consistency and policies. This is the first we are hearing of the parents medical terms but would still follow protocol. 

  ****************************;* ********** * ** ***************    ******* **** ************** **
  
   

  Dear ********, 

  My father, ***************************, is 91 years old. Over the past few years he has suffered two traumatic brain injuries, undergone brain surgery, spent significant time at ******************* and at ***** and one other rehabilitation facilities. He went from being a sharp, elderly practicing attorney to an enfeebled old man who cannot maintain mental focus and sleeps most of the day, clearly incapable of managing his contract with Massage Envy. 

   

  Despite the fact that there was ZERO activity on Leons contract - NO services received for over a year at any Massage Envy location - you simply continued to charge them monthly for over ONE YEAR.  That is simply wrong, and you do not bother to address this in your reply above. 

   

  **** enjoyed having massages at Massage Envy in Rye, and in *************** over the winter, up until the time when he was no longer able to leave the house without significant assistance. **** permanently moved away from ** in October 2021, and your records will show ZERO services received at your franchise - or at the *************** ** location, or at ANY Massage Envy location from that date forward. His children were unaware that he had such a contract and that you were continuing to charge him, until last month, which was when I contacted you. 

   

  If this is how you treat your long time clientele, then I am absolutely disgusted by your attitude. I certainly understand that many people sign contracts and then try to get out of them, but that is not this situation. Here, we are dealing with your taking advantage of an enfeebled old man who was not capable of managing his contract.

   

  Shame on you. This is clearly fraudulent on your part. 

   

  Sincerely,

   

  *****************************************

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Business Response

  Date: 12/22/2022

  Im sorry you feel this way. However we would not have known your dad's condition. We call monthly and messages left. No one reached back out for cancellation. We see ***** also had conversation regarding her membership and sessions were build up as well. Notes a re kept and agreement was followed.