ComplaintsforMassage Envy

• Initial Complaint

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  - on 10/18/2023 - I submitted an electronic form for a gift card - the field provided for the recipient of the gift card allowed a recipient that was typed in error - I was billed anyway even though the system should have a fail safe for not charging a client if the recipient is not a valid recipient credentials

  Customer response

  11/17/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Massage Envy regarding complaint ID ********.
  
  Sincerely,
  
  ******** *****
  

• Initial Complaint

  06/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On Apr.23,2021 I signed up for a 6 month package of massages and that was the date of my first massage. The remainder of the six months worth of services were rendered on May 14,2021, July 22,2021 (two services were performed on this date), Aug.17,2021 and Sept.14,2021.On the date of my last massage, September 14,2021, I declined to renew this package for another 6 months and communicated to the front desk representative that I will pay for any future service based on when I choose to make an appointment.My next appointment with Massage Envy was on Apr.29, 2022. There was a charge of $65.00 to my credit card and that was a legitimate charge for services rendered.On June 14, 2022 I noticed a Massage Envy charge on my credit card statement. Upon checking my statements dating back to Oct.2021, I discerned that Massage Envy had applied charges to my credit card every month for services that I did not book with them. This was a $70.00 charge on the 14th of every month from Oct.2021 to June 2022 and totaled $630.00.I lodged a complaint with my credit card company and they stopped payment on the June 2022 charge until an investigation was conducted.I called Massage Envy at 6:08PM on June 14,2022 and was told that my package was on auto renewal as was their policy. I communicated to the representative on the phone that I specifically told the front desk representative on Sept. 14,2021 that I would not like to renew this six month package. The representative on the phone insisted that it was their policy to do this. I was finally able to speak with a manager, *****, who assured me that she would review my account and return my call. She did not return my call.On June 15,2022 I called Massage Envy again to check on the status of my complaint. I spoke to another manager, *********************** who said Massage Envy is under new ownership and they will not be able to refund the $630.00 accumulated charges to my credit card.

*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. ↩