ComplaintsforMassage Envy MM# 39637

• Initial Complaint

  05/17/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After many years of membership with Massage Envy Lake Mary Sanford, I canceled my membership with an executed, signed agreement on 4/7/21. I was given a written electronic reply back that the membership was indeed canceled on 4/10/21 by Mercedes and that I could use my credits until 6/6/21. I had no interest in using the credits; did not receive an executed, signed agreement back. I asked for one and it was never provided. However, I did get a written email (I have proof) That the cancellation was processed. After cancellation, I was then charged (They say by "mistake") on 4/19/21 and 5/16/21. The thing is, I was paying even less per month (10 per month) on a Freeze Plan until I canceled; they are now charging me more than they should have been charging me anyway (now 65/month instead of 10/month). They told me they don't have a current card on file and that I would have to give them a NEW card (new financial info) for them to process it. I just will go through my bank and dispute because I Do not trust them. They again refused to give me my signed forms, said I was canceled, then said they would hang up on me since I contacted my bank. Terrible service, predatory billing with no actual resolution that was satisfying. Hopefully I do not get charged again.

  Business response

  07/29/2022

  Business Response /* (1000, 8, 2022/06/16) */ We appreciate the opportunity to address this concern, as we were unable to communicate our desire to rectify the situation with the customer. When the member was cancelling her membership, we did indeed make an administrative error in the dates we entered in our system, resulting in two monthly charges that should not have occured. Our Manager noticed this error and was attempting to correct it, but did not have a valid card on file to do so. We were trying to tell the member that in order to process a refund, we would have needed a valid, unexpired credit card. We would have also offered to mail her a check, but she was too upset to hear that option. She told us she disputed the charge with the bank, meaning the funds will be refunded back to her, and we did not need to do anything to get her the money she was owed from us. We apologize again for our error, this is not something that has happened on a regular basis, it was simply human error.

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