ComplaintsforMassage Envy Carrollwood

• Initial Complaint

  09/19/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On the morning of 8/28/2024, I entered the Massage Envy at *******************************, in an effort to cancel my membership and receive a refund for services not yet rendered. (I have recently been diagnosed with Spinal Stenosis and I have received 6 epidural steroid injections into my spine over the last 8 weeks / via Dr. ****** B. *******, MD, Florida Orthopedic Insititute, and I am prohibited from receiving further massages). Upon entering the Massage envy, I spoke with "Delashon" and explained the situation. ******** informed me that he could not cancel my membership and instructed me to "phone corporate" at ************. Delashon also informed me that he would "freeze my account" until my issue was resolved. I phoned Massage Envy corporate on 8/28/2024 and left a voicemail as instructed. Later that day, I received an email from a "****** ******," Guest Relations Specialist. Dallas asked how he could help me? I asked Dallas for a phone call to resolve the matter, and I provided my phone number. Dallas never called me. Dallas never emailed me again after that exchange. I left two more voicemails for corporate and emailed ****** back twice between the dates of 8/28/2024 and 8/30/2024 and have yet to receive further response from them. On 9/2/2024 Massage Envy charged my credit card again despite the steps I took with corporate and despite the claim Delashon made that my account would be frozen. I discovered this new charge on 9/16/2024. On 9/17/2024 I phoned Massage Envy (Carrollwood) and asked for ********. Delashon was not available, but I spoke with ****** explaining to her the situation and unacceptable circumstances. *** assured me that "the manager" would phone me on 09/18/2024 to resolve. It is currently 10:00am on 9/19/2024 and a manager has not phoned me back as *** promised. I have had no further attempts from corporate to contact me and resolve. I am seeking a full refund for auto-payments provided and services yet to be rendered.

• Initial Complaint

  08/12/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am writing to express my deep frustration and disappointment with the treatment my daughter and I have received at this establishment. On 7/8 my daughter, ***************************** experienced three seizures, leaving her in significant discomfort, particularly in her back due to the convulsions. To help alleviate her pain, I booked a one-hour massage for her on 7/26 which was advertised online for $70.However, immediately after the massage, my daughter was aggressively pressured to sign up for a membership. Feeling overwhelmed and still struggling with her cognitive functions post-seizures, she reluctantly agreed just to be left alone. She was informed that if she did not sign up for the membership, she would be charged an additional $50 for the massagea practice that I find utterly unacceptable.The week after, my daughter called and spoke with *******, the manager, to cancel the membership. ******* informed her that she would have to pay $50 to cancel it. I then contacted your office and was told by the front desk that only managers could cancel memberships and that ******* would call me back. On 8/2, I received a call from *****, the assistant office manager, who assured me that ******* would be in touch. I followed up again on 8/3, leaving yet another message for *******. As of 8/9 I have yet to receive any communication from her.On 8/8, ***** called and informed me that after discussing my daughter's medical condition with *******, they agreed to cancel the membership. Yet on 8/8 my daughter received a call from them stating she had an appointment and that she would be charged $60 if she did not attend.I called ***** today, and he informed me that he would not refund the $60 charge, as he did not want to "take money out of his massage therapist's pocket." I find this response entirely unacceptable. This company, which claims to promote health and wellness, has caused us nothing but stress and frustration.I request that the $60 charge be refunded.

• Initial Complaint

  06/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to this location as it appear to be running on a new offer for $105 for 90 minute message only to be told when I walked out that the price is 180 an hour that that was just the introductory rate, I went back to the website the Carrolow wood location is still advertising the price at $105 all the other locations in ***** are honest and are advertising the 90 min message at 180. This is very deceptive advertising, by the carrolwood location.

  Business response

  06/11/2023

   

  Not all stores offer intro pricing and customers are advised to contact the store to confirm. This customer also used a different phone number in an attempt to conceal they have been to Massage Envy before. Customer used phone number ************ and true phone number is ************. The customer has history of visiting ********************** Envy on 7-6-22,9-10-19 and 6-1-23. 

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