ComplaintsforMassage Envy Spa - Stockton
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Complaint Details
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Initial Complaint
11/09/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Massage Envy charged $15 to my bank card without authorization. I called their location and inquired about the charge: for an exfoliation on November 8I did not book nor request any services from them whatsoever. They cannot do a refund until a lead comes in. I want ALL my bank information REMOVED AND DELETED from their system entirely.Initial Complaint
11/07/2023
- Complaint Type:
- Order Issues
- Status:
- Unanswered
Over charging when I cancelled this contract and now wont allow me to use the 17 prepaid massages banked for cancelling my membership!!Initial Complaint
01/28/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I have been a massage envy customer on and off since 2016 and I have visited several different locations. Over the last year or so, the service has really went down. It is extremely difficult to book a service and in the last 6 months 3 of my appointments have been canceled by the location. Not only is availability an issue, my home spa increased their charges to $80 without any memo or notification. I also have requested to freeze and then cancel my account yet I am still being charged. When I call and ask why I am told it takes two to three month to initiate a freeze or cancellation. That does not make any sense, basically Massage Envy expects it's to customers to pay $80 a month for nothing. I can't get an appointment and when I do it's canceled then I have to continue to pay a total of $80 extra dollars a month for a service they can't provide me with nor want while I'm waiting for the managers to decide when it's okay to cancel my membership. When you ask for the unauthorized charges incurred while the manager debate on whether or not to allow you to cancel your account to be refunded they refuse. I have been overcharged $390 for service I do not even receive due to no availability or store cancellations.Initial Complaint
09/16/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
On 7/10/2022, I went to Massage Envy for a free facial sent to me by a friend. At the end of the session, the Assistant Manager, ********************, started selling me on their monthly facial/massage membership for $70. I was under the impression I could cancel at any time. At no point during the conversation or the signing of the contract was I told that it was a year-long commitment that I would not be able to get out of. At no point in the contract does it explicitly say that, either. It simply omits that detail, and relies on the reader to infer that information. I cannot get out of this contract unless I can prove that I've moved or I get a doctor's note. When I confronted the assistant manager about this over the phone, she said that she "went over the dates with me," and therefore I should have known. But the dates were simply portrayed as a year-long membership--not a year-long binding, inescapable agreement. I have attached a copy of my contract. Additionally, I had to order a different debit card in July or August, and forgot to update my payment with Massage Envy. But after a while, Massage Envy was charging my brand new card, when they weren't given access to that information!Apparently, I am not the only one who's been scammed by this company. Lots of people online are saying that they too were mislead. When selling you the membership, the salespeople at this company just omit the fact that you can't cancel. Then, they blame you for not reading the fine print in the "Wellness Agreement." But even the fine print is opaque.Initial Complaint
04/11/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Massage Envy has been billing for months in regards to a membership I have with them. Theyre always understaffed and never have available appointments. The business shut down for sometime and they continued to **** me. When I asked for a refund when they opened back up I was told they dont do refunds by the store mgr. I asked that the owner give me a call back and Ive yet to hear from him. Ive called corporate no call back. Id like my money back and then citied. I have my bank statements only.
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Customer Complaints Summary
6 total complaints in the last 3 years.
2 complaints closed in the last 12 months.