ComplaintsforMassage Envy

• Initial Complaint

  08/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Good morning,I am writing because my mother, a massage-envy client, died by suicide in early February of this year and her local Massage Envy franchise is unwilling to refund improper (post-mortem) charges and has mishandled her accrued credit balance. In March I communicated to Massage Envy that my mother had passed and that I wanted to stop the charges on her account. It took two months, 8 emails, and repeated follow-ups from me to locate my mother's account and be placed in contact with the relevant manager. All the while my mother's debit card continued to be improperly charged.On June 7th the manager provided me with a cancelation form she needed me to complete in order to close my mother's account. She explained that my mother's credits would be lost if I canceled her account unless I joined--which case she could transfer the credits to me. My mother had around 10 credits (worth $750).I learned later that the manager unilaterally canceled my mother's account that same day she sent me the cancelation form, June 7th, without my permission and without explaining to me that my mother's credits were now set to expire in 60 days.I did not sign or return the form and I instead I tried to clarify my options for transferring credits. It was not until the 27th of June that ********* told me she had canceled the account (no effective date given), and only on the 28th of June that she informed me that the credits would expire in 60 days (the expiry date was not given).I would like a fair and amicable resolution to this matter. My desired outcome is for my mother's credit balance to be transferred to a new account for me to use and for the post-mortem charges to be refunded. I am bringing this to your offices attention because I have had a very difficult year managing the consequences of my mothers suicide and the consequent settlement of her affairs. I would greatly appreciate any relief your office can provide me.Sincerely,***************************

• Initial Complaint

  03/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Massage Envy requires you to fill out paperwork to cancel your membership. I've spoken on the phone to representatives on 2/13 and 2/29 - both times I was told they would email me the paperwork to fill out and submit to cancel my membership. I've yet to receive anything. One week after the 2/13 phone call, I went ahead and canceled the credit card associated with my membership. They are now not allowing me to use credits I've already paid for. I want two things - 1) My membership canceled. 2)To be able to use the credits I have already paid for.

  Business response

  03/12/2024

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

  Based on your complaint, you initiated cancellation on 2/13/24.  We are cancelling your membership as requested as of 3/12/24 and will have 60 days from that date to use any services paid for.  Any accrued services unused after the date of 5/11/24 will expire.  Any payments made after 2/13/24 will be refunded.  Per your Membership agreement we require all members to submit a cancellation form (your BB submission will suffice in this instance) and will have 60 days to use all services which will expire after 60 days.

*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. ↩