ComplaintsforMassage Envy
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/04/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
I requested cancellation of my membership July 2021. I was sent a form by email that I was unable to read/resend. I was told I had to come in to fill it out then. I did tht and was told I had 30 days to use rest of my banked massages. I did so and also used up my gift certificates. I also said goodbye to my regular therapist. Massage Envy has continued to bill me. When contacted they requested I fill out a cancellation form. I refused as I already had. The best they would do was allow me 2 months to use the 8 massages that were paid for during that time. Regardless that 8 massages in 2 months is ridiculous, I do not want massages I want my money back. I have not been there since and do not wish to have a massage for many reasons including covid concerns.Business response
04/15/2022
Good afternoon,
**** ****** was cancelled at her home clinic, ******, on 02/24/2022. She was told by two managers at that location that she would not be receiving any membership dues back, but had 60 days to used her accrued sessions. From our history, she was still using sessions July and August of 2021. There is no electronic or paper trail of a cancellation during that time period. She did not try to cancel her membership until February of 2022. There will not be any return of membership dues. She is more than welcome to contact her home clinic for more information on the manner.
Customer response
04/19/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.
I cancelled my membership in person in July. Had to come in because I couldn't do it on-line. I used remainder up in August and they will have a record it was not used since, but still charged. Losing my in person cancelation is their fault. 2 months to use 8 sessions is a ridiculous option as I barely went once a month previously. Plus I do not desire to use their services anymore.
Regards,
**** **************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.