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Business Profile

Therapeutic Massage

Massage Envy

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Therapeutic Massage.

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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Complaint type

  • Initial Complaint

    Date:09/25/2023

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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.
    Date: 9/23/2023 Amount Involved: $120 Complaint: Received gift card for one hour massage ($120) and booked for 9/23. On date of incident there were multiple lane and ramp closures on I-65 not reflected in ****** Maps or announced with signage prior to 9/23 that resulted in an estimated arrival 8 minutes late rather than the planned 10 minutes *************** was called to advise of this issue approximately 30 minutes prior to arrival and they advised they could not accept a late arrival but could reschedule for 9/24. No mention of a rescheduling or cancellation fee was made on this call; however, a charge was made to my card for the appointment anyway. This is technically consistent with their online terms and conditions, but is poor and deceptive customer service to not restate these consequences to customers over the phone when such options are offered.

    Customer Answer

    Date: 09/25/2023

    The business offered a mutually agreeable solution to resolve my complaint. I have no outstanding grievances against this business and the complaint may be closed as resolved. 

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