ComplaintsforMassage Envy
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Complaint Details
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Initial Complaint
04/05/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
I have been a member of Massage Envy in ******, ** since 11/20/2018. In the last two years it has been hard to get any appointment with your preferred therapist due to no available times or being cancelled on several times. I then tried getting an appointment with any available therapist at times when I am available and there are no openings with anyone, I continue to pay the monthly dues which have gone up three times in two years. When I asked how I can cancel my membership, I was told that if I cancel I have 45 days to use up 11 massages. Since this is impossible, I asked if there are other options. I was told I could freeze my membership, but then I could not use the massages, I could pay an additional ***** a month until I use up my massages or I could transfer them to other people, however there is a ***** fee for each massage I transfer. I also asked if I could use my credits towards merchandise and I was told no. Because Massage Envy cannot meet the demand of is members I feel this is breach of contract and I would like a full refund off all monies I have paid to them for massage credits I cannot use and to no longer be a member without penalties. I would like to be able to provide the actual document or screen print from my account, but that does not seem to be an option on the website.Business response
05/03/2022
**** has been a client since 11/2018. We have appointment times available on a first come first serve basis. We have worked with **** in the past by putting her on a cancellation list. We have also suggested pre-booking her appointments. She is able to use her membership at **** locations nationwide. The transfer fee, cancellation policy, and freezing options are all outlined and were signed by ******************** at the time of enrollment. We are able to schedule ******************** for facials and advanced esthetics appointments the same week.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.