ComplaintsforMassage Envy (Columbia)

• Initial Complaint

  10/24/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I went to ME Columbia on 9/15/23 to cancel my membership and was told that I could only cancel by calling the location, selecting option 4 and talking to the account management team. I called the following week and left a message. I did not receive a call back. I called again several times and no one ever answers when you selection option 4. I called again on 9/26/23 and selected the option to speak with someone about scheduling an appointment. A young lady answered the line and I explained to her that I wanted to cancel my membership. She talked in circles trying to get me to keep my membership and I finally said "Please just cancel my membership." She asked if she could put me on a brief hold. I said yes and she proceeded to hang up on me. I called back and spoke with her again. She said she put note in my file and it would be 7-10 days before I would receive an email about cancellation. I was charged again for my membership at the beginning of October. I called again on 10/13/23 and spoke Norma. I explained my situation and she apologized, put in a request to cancel my account and also put in a note to management. I was again told that I would receive an email in 7-10 days. It is now 10/24/23 and I still have NOT received a cancellation email. I have called again and have again spoken with Norma. She can see that NOTHING was done in my account. She has put in another note to the manager and left the manager a voicemail since apparently no one from management is ever in the location. It should not take over a month to cancel a membership. I would like my membership cancelled and my October fees (and November if this doesn't get resolved before then) refunded. For reference, the name on my account at ME is ***** **** and that or my phone number (###-###-####) can be used for them to pull up my account information.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have a great many unused massages in my account and Massage Envy consistently makes it almost impossible to use the appointments in my account to get my account to $0. They have also raised the prices of their massages and require a credit card to pay for cost increases but do not just take the additional money from the existing account. I wouldn’t even have a problem if they charged me 2 or 3 sessions for 1 just so I can reduce my account to nothing. This company is beyond predatory and self serving. It’s enraging. I understand that I have neglected to use my appointments regularly but travel, pandemic, etc has held me back. I am not asking for anything unreasonable other than some common sense solutions that the account can pay for without having to continue giving more money. My estimation for the amount I have in my account is $2500-$3000. I have paid my dues. I just want a reasonable, customer service based solution so I can utilize what I already have in my account. The one location I contacted to book an appointment doesn’t have any openings until November and it’s September.

• Initial Complaint

  11/06/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I've been a member for many years and, for financial reasons, would like to cancel my membership. I normally attend the Columbia, MD location. I have been attempting to cancel since 10/24. I left a message with the Accounts team on 10/24, 10/25 and 10/26 with no response. I called the front desk on 10/28 and was told she would submit a request to the accounts team on my behalf and that they would email me with the cancellation request form. I called the Ellicott City location on 10/31 since Columbia didn't answer the phone. I spoke with Mike (the manager at both locations). He told me the only way I could cancel was to wait for that email from the accounts team and that I should give it more time. I called again on 11/1 and the front desk employee told me there was no other way. I asked if I could drive over to get a cancellation request form and was told I'd have to wait for the email, but she'd put a note on my account that I called again. I left another message with the accounts team on 11/3. I'm very frustrated and concerned that I've been making worthwhile attempts with no success.

  Business response

  12/01/2022

  Business Response /* (1000, 5, 2022/11/09) */ Hello Ms. Pigott, We do our best to manage both client expectations and members' experience. To the degree that Ms. Gersuk''s experience has been unsatisfactory, we hope that she will accept our sincere apology. A member of the Accounts Team will follow up with Ms. Gersuk. Massage Envy Columbia Consumer Response /* (2000, 12, 2022/11/16) */ Massage Envy did send the requested email so that I could cancel my membership. It appears this issue has been resolved and I'm grateful to the BBB for helping facilitate the solution!

• Initial Complaint

  11/04/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have been a member if this branch since May 2008. I was grandfathered in because I was one of the 1st members here. They changed systems and have me now joined as of 2018. But I have all of my bank statements to prove otherwise. I changed my membership to my new location in Texas. I took a photo of the computer screen at Massage envy Elkridge, showing 68 accrued services as of May 2022. When I went to make an appointment at the new location, they said I had 37 services. 31 services disappeared. They contacted me and said there was a computer glitch that gave me 69 services by accident on my May 2008 enrollment date. Not possible. I have been checking in on my balance for years and that was NOT the case. They are now not answering my emails. I would like my 31 services added back on my account. Now that I have also added all of my payments up, I believe they have taken more from me. I have only used 4 services since 2018. That alone is 44 accumulated services. I believe this particular franchise is fudging the books and clients with many accumulated services may not even notice it happening. I also think they changed systems to make it harder to investigate past transactions.

  Business response

  12/01/2022

  Business Response /* (1000, 5, 2022/11/09) */ Hello Ms. Pigott, We do our best to manage both client expectations and members' experience. To the degree that Ms. Young's experience has been unsatisfactory, we hope that she will accept our sincere apology. A member of the Accounts Team will follow up with Ms. Young. Massage Envy Columbia

• Initial Complaint

  09/24/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have been attempting to cancel my membership with this location for over a month (I tried to cancel in person, by phone, and through email on 9/10, 9/12, 9/24). Despite knowing about my efforts to cancel my membership, I was still billed on 9/19. Further, at least 3 appointments at this location have been canceled by this location with make-up times often over a month out (requiring additional months billed to use the service).

• Initial Complaint

  07/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I allowed Massage Envy to continue billing me through the pandemic which allowed the number of purpchased membership services to build up, thinking that I could use the massages later. I knew they needed the funds and understood that my account would later be adjusted; By early 2022 I had built up an excess of 16 treatments (above the one per month applied to my account). I contacted Massage Envy to put my account on hold until I spent down the services. After about 3 phone calls and a visit, the manager agreed to stop the monthly withdrawals from my checking account; However, the company continued to make withdrawals. I called and was told there were new requirements to put an account on hold, and the representative said she would send me the forms. No forms were received. I went to the web site, thinking I could send a message. What I found were multiple complaints from people trying unsuccessfully to cancel their memberships who were having the same problem I was. I called my bank and asked stop the monthly payments which should start this month. I am afraid that Massage Envyn will now cancel my membership and I will lose all the money I prepaid. I don't really want t cancel. I just want what I orginially agreed to do; i.e., stop payments for 6 months to use the services for which I had prepaid. I would appreciate any help you can give me. Thanks.

  Business response

  08/25/2022

  Business Response /* (1000, 5, 2022/07/28) */ Hello *******, We do our best to manage both client expectations and members' experience. To the degree that your experience has been unsatisfactory, please accept our sincere apology. A member of the Accounts Team will reach out to Ms. *********. Massage Envy Columbia

• Initial Complaint

  06/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Massage Envy (ME) charges an membership fee ($60 per month in my case) for which they are to provide massage services. If those services are not provided, there is a process to accumulate "credits" for 1 one-hour session for each month fee. For background, due partially to my availability and partly due to the pandemic I accumulated over 25 credits. Earlier this year, I addressed this backlog with ME's account team...they had (and maybe still have) a program to allow members to "freeze their accounts. Essentially, reducing the membership fee and allow members to "catch-up" by using accumulate credits. I agreed to this resolution and began booking more than one appointment per month. Unfortunately, over the passed * months ME has cancelled 6 appointments and all but 1 of my future appointments. Further, ME of Columbia now plans a rate increase and they have implemented a new policy of no more than 1 appointment per member per month. I spoke to the manager (Mike) o/a 6/6 regarding my concern, highlight his verbal commitment assuring I would be able to have catch-up appointments. He indicated the policy change, confirmed my appointments in the future needed to be canceled and offered nothing but an apology for the 6 cancelled appointments. I suggested a refund. Mike indicated the matter was out of his hands, that only the owner could address the issue and that she (Andrea) could be reached via their accounts department. I have made multiple calls to the accounts department, left messages, and specifically asked for Andrea. I have received no replies.

  Business response

  09/01/2022

  Business Response /* (1000, 5, 2022/07/03) */ Hello BBB Team, We are glad to have ***** ****** as a member. Mr. ******'s feedback is valued. It's unfortunate that your experience at the Columbia location fell short of providing exceptional experience. Please know that this matter will be addressed and will serve as a training opportunity. We hope that Mr. ****** will return and give us another opportunity to demonstrate our commitment to supporting him on your wellness journey. A member of the Accounts Team will connect with Mr. ****** in order to bring these matters to a close. Regards, Massage Envy of Columbia Consumer Response /* (3000, 7, 2022/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I hope my "no" is more of a "not yet." A representative of Massage Envy of Columbia called me on 7/7/22. We are discussing a resolution, but I don't believe we will be completed by the BBB's requested response date of 7/11/22. I request the BBB keep the case active until we have concluded the discussions of our resolution and the business has acted upon their commitments. Thank you.

• Initial Complaint

  06/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I had an appointment for a facial on 6/21/22 that I cancelled when I cancelled my membership with Massage Envy. Massage Envy charged my account for it, $92. When I called about it, I was told that Mike, the manager, would call me back. He never did. In the meantime, I had made 2 massage appointments via the app prior to cancelling my membership. They disappeared from my upcoming appointments. So I decided to go into Massage Envy to ask about it and was told to call back or come in when the owner was in. The person who I spoke to was very nice and told me that she didn't understand why the massage appointments were cancelled and no one called me or sent me a text. She could see them in the system and could see that they were cancelled by Massage Envy. So, I called back and spoke with Andrea, the franchise owner. She was very short with me and kept cutting me off. She was only concerned about whether I had cancelled the appointment or not. She did not want to discuss why her manager, Mike, didn't call me back or why my 2 massage appointments vanished and no one called me. I ended up hanging up the phone because she was being very rude by not allowing me to say anything. I would like a $92 refund for the appointment that should have been cancelled when I cancelled my membership. Massage Envy has a policy that you will be charged if you don't cancel your appointment, which I did. They don't hold themselves accountable when they make changed to your account and don't notify you. I feel I was scammed and was robbed of $92.

• Initial Complaint

  05/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I renewed a membership to the Massage Envy location at Elkridge, MD on March 15th, 2022. I told staff I was renewing and they took my information. They then scheduled a massage for me before the benefits (1hr service per month) would begin, forcing me to pay for service out of pocket after assuring me that it would be covered ($50, not including gratuity). The staff member at the front desk placed blame on the individual who made the appointment, but made no effort to determine the issue and resolution other than charging me and stating that it would be considered as my next payment. The massage I had was also not a good experience, and I did complete the feedback survey stating so, along with information for how to contact me as I requested to be called back about the feedback. I also contacted the Guest Relations email to voice my concern and to be contacted regarding my feedback as well as member cancellation, which was still well within the first month and was told at another massage envy location that it was possible to speak with someone regarding cancelling as it was still within that timeframe. I have sent 3 emails on April 9th, April 13th, and April 16th 2022 to Guess Relations with no response. I also called the Elkridge, MD Massage Envy location several times and left voicemails and no one has answered or returned a call. I am reporting this for lack of customer service, bad business practices and to ultimately have this matter resolved, as I have tried on my own for over a month.

  Business response

  07/17/2022

  Business Response /* (1000, 8, 2022/05/23) */ ***Document Attached*** Please find attached the response to Ms. Henely's complaint. Consumer Response /* (3000, 10, 2022/05/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Hi, thank you for responding to my inquiry. I appreciate the response. I called the establishment and left one voicemail recently on April 29th, 2022 (phone record attached) to the Elkridge location via 443-661-3689. If that is not the correct number, then I believe it was a communication gap as that is what is listed. I see this morning that I received a second email with my wellness agreement. I read it as thoroughly as possible given the experience I had upon signup, so the email I should have requested cancellation to was incorrect, which was my error. The situation regarding the lack of communication from customer feedback and no follow up from the email communication was the crux of the frustration and has not been addressed, as the avenues I followed (survey email, phone calls and corporate email) were never followed up on. There are extenuating circumstances that I wanted to discuss for membership cancellation and would still like to follow up. If there is a better way to reach the business, please let me know.

• Initial Complaint

  12/03/2021

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Unethical business practices include refusal to terminate membership and recurring monthly fee charges for services not rendered. This company has put up one roadblock after another to make cancelling the membership difficult. I tried multiple times to cancel this account beginning in spring 2020. No voicemails or messages were answered. The business was either closed or non responsive. A telephone call with the manager in summer resulted only in the response that "you don't want to do that" (cancel) and you must come in to cancel. Emails and messages through their on line tool, presenting a letter in person at the storefront (they refused to sign for receipt) and execution of a "required" termination agreement via email (could not be sent back due to incorrect addresses provided) did not result in successful cancellation.

*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. ↩