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:12/09/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Massage Envy is a franchise that specializes in signing up memberships for services that are next to impossible to obtain as a consumer. They charge a monthly membership fee for discount services. If you try to schedule an appointment for services, they tell you that there are no open appointments and cannot schedule out appointments past a certain date. They tell you to wait until "the schedules are released" and call on that day to schedule an appointment. When you call on that day, they tell you they are all booked. For those of you that need to cancel your membership, you must email written cancellation notice to ***************************************** and they have 10 days to cancel your membership, which means that if you send the email 9 days before they charge your card, you will be charged again. At this point, I would ask for your signed copy of the "wellness agreement" you signed, and if they can't produce it, then ask for a refund of the services they have charged you for that you never agreed to if they cannot produce the signed copy, and if they can produce it, then cut your loses. I don't know how they are getting away with this scam, but apparently it is legal to have customers pay a monthly fee for services that you cannot provide them. Criminals.

• Initial Complaint

  Date:03/03/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 husband purchased a $250 gift card in January 2023 for my birthday. I have chronic pain. The certificate was purchased for massages. When my husband asked about their services, the staff went on and on about how great their massage services were, failing to inform him that there are no appointments available for months. When I asked to get an appointment for May, the first available appointment, I was told they are not scheduling any more appointments until after April 14, 2023. The staff person told me I could get a facial before May, but I am not interested in that service. Massage Envy refuses to refund my useless gift certificate

• Initial Complaint

  Date:01/12/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Just prior to Christmas, 2022, my husband went into the Massage Envy, Delafield location to inquire about massage prices and purchased a gift card for myself with the intention that I would be able to redeem it for a massage. My schedule is very flexible but I still have to wait 3.5 months for their first opening with a female therapist. My neck is very sore and I am anxious to get in for relief. I was told to call daily in hopes that someone would cancel and I was put on a waiting list. The majority of the times that I've made my daily call to Massage Envy I've been met with an answering service and I have not received a call as of yet for an earlier appointment.It took four calls on four different days, leaving messages with a human being before their manager, ********, actually returned my phone call. After eventually returning my call, I informed her that my husband had purchased a gift card for me to use on a massage but am unable to use it within a reasonable time period at no fault of my own and had asked if I could return the gift card as I had the credit card statement showing the purchase. She informed me that gift cards are non-refundable. I asked what would happen if their facility had to make clients wait six months or longer at no fault of their own, and she smugly suggested that they could use it on product, oils, lotions, etc. as the gift cards are non-refundable. She also said the following to me, "We're not even pushing memberships anymore because we can't get them in for an appointment or accommodate them." I told the manager, ********, that if they can't accommodate their current members and are avoiding adding new members because they have so few therapists to get the job done, maybe they should tell people who are inquiring about a gift card for a MASSAGE that they may have to wait 4, 5, or 6 months down the road because their location has so few therapists working and may not be able to accommodate them any sooner. That way the consumer is informed. It's also unprofessional to smugly tell people without any sort of apology that they should just use it on product instead. It's not ethical to purposefully mislead the consumer into buying a gift card that can't be used in the way it was intended or within a reasonable time period.