ComplaintsforMassage Envy (Columbia)
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Complaint Details
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Initial Complaint
12/01/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I have been a Massage Envy member for over 10 years and have had no issues with booking appointments, or reserving appointments with the same therapist. As background, Massage Envy membership is $65.00/month, and each month, you accrue one free 60 minute massage (Credit). Due to COVID, I have not been to Massage Envy for almost two years, and have been paying my monthly due, and accruing a free credit since. I have accumulated an extensive amount of credits and have decided to start my massage therapy again (Mainly due to my profession as a Federal Agent, and due to injuries sustained on the job and during physical fitness). Throughout the years, I have relied on the services of one therapist (Cara) who has always met my needs. She has become my regular, especially after trying other therapists, who did not meet the mark. The only reason I stay at Massage Envy is due to Cara's ability to treat my injuries. When I called on 27Nov21 to check on my membership and inquire about booking appointments, I was informed that booking for January and beyond would open up on Wednesday, 01Dec21, and that the best opportunity to make my regular appointments with Cara would be then. So, on the 1st, I called and spoke to Andrea, who I later found out is the franchise owner. Note: There is no policy that Massage Envy has that prohibits a client from booking a certain therapist regularly. When I informed Andrea that I was looking to book with Cara every Thursday for a one hour massage throughout January, February, and March, Andrea informed me that she would not allow me to do that, and that I was only authorized one visit with Cara a month. Again, there is no policy that I can't book with Cara as frequently as I wish. Andrea informed me that as a "Wellness Consultant," she was advising me to obtain services from other therapists. She had no right to decline my request, as the booking is first come first served.
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Contact Information
Customer Complaints Summary
12 total complaints in the last 3 years.
2 complaints closed in the last 12 months.