ComplaintsforMassage Envy - Grandview Yard

• Initial Complaint

  05/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  over the last 6 months the business is falling apart, service lacking from a management standpoint. service itself is fine but access to services is awful.

  I have been a client at least 15 years and have never seen it this bad. after today have never been treated so disrespectfully as a client of that company. have to book 6-8 weeks for massages. listening to other clients they have been having he same problem. I have heard from clients rumor is the company can not get staff so they are short. we get charged monthly but might not be able to get services monthly and they stack up. then they raise the price hoping people will leave to manage their volume but they have clients stuck in contracts and will not refund them the money they have sitting there that they can't use.

  while I understand there is no guarantee that you get a certain therapist, when you have been seeing the same person for 8 years and have a disability it is like going to PT. My health Insurance pays for massage therapy but I have been paying out of pocket to see this therapist for years. now all of the sudden its a 2 month wait and 1 or 2 time slots available because they don't have proper staff and I have had to cancel sessions due to work due to lack of available time slots.

  I have cancelled my membership as I don't have the time or energy to fight with them. I tried to discuss this with the manager privately in her office professionally and she acted like she was being assaulted standing with her arms crossed tapping her foot. I offered her to sit down at her desk to discuss this and she wanted no part of it and told me I could not talk to her like this? This?, being upset about how they run their business, getting into a contract I didn't know about (happened in Dec 2021), and then being treated like I didn't have a right to express my complaints in a private office out of the public space? She clearly has not been trained properly.

  I would like a refund of my unused services.

  Business response

  05/06/2022

  The client became very upset when she could not book her therapist when it worked for her. Like all businesses we are struggling to handle the demand for our product.  She became verbally abusive, calling one of my front desk people an "idiot", and demanding to see the manger, who was in the office. "She did not wait for ***** to come out of the office, instead rushed into the office and slammed the door behind her.  The manager asked her to leave as the customer was continuosly yelling and stated, "I can do whatever I want here." It is a place of business and we can not tolerate verbal or threating actions.

  ***** and the team felt physically threatened and asked her to leave.  

  We are working with over 2500 clients monthly to try and meet their scheduling needs.  

  Customer response

  05/06/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 17147085
  
  I am rejecting this response because:  This is a complete fabrication on the part of Massage Envy.  I never called anyone an idiot.  The staff is making this up in attempt to try and make the situation look in their favor.  I told the desk clerk that it was ridiculous to have to wait 6-8 weeks to get to schedule a massage when I am paying for a monthly Service.  I asked to speak to a manager.  I did not stomp anywhere as I am disabled and can barely walk and am on crutches.  clearly they are making up a story and inflating a situation to suit their purpose.  I wanted to speak to her privately as that is the professional thing to do when one has a complaint that is negative.  I followed the clerk into the office and I asked the others if they would leave as I wanted to speak to her in private and closed the door.  there was absolutely no slamming.  I offered ***** to sit at her desk so I could have a seat (again since I am on crutches and am only on 1 leg) she replied NO and she immediately crossed her arms started tapping her feet and had a scowl on her face that would kill.  I realized at that point I was dealing with a very young and unexperienced manager.  She was angry and enraged.  she gave her responses in a threatening tone, she never gave me a chance to even get to my second complaint as she was so defensive.   she obviously does not have a business degree or have common sense of business 101 when it comes to customer service.  to attack your customer is not good service regardless of who is right or wrong.  Then to fabricate a story because your mad that I was upset about the lack of customer service and poor management is pathetic.  I have a right to express my opinion.  If she had any common sense she should have welcomed me in her office and listened to my issues and we would not be in this situation.  I don't care she has 2500 customers and is short staffed, she is taking my money every month and expect a level of service that I used to receive for the last 7 years.  Their  business problems are not my problems and she should not be taking them out on her clients.  If we do not settle this through the BBB and I don't get my money back for unused services because as she admitted they are short staffed and can't provide adequate and timely services to customers, I am going to look now at suing for defamation of character for false accusations they submitted as the staff can not lie on the stand that is perjury.  I am also going to call 6 on your side as well and let them know how they are running their business with taking too many clients and not having staff but happy to take your money every month.  I will be happy to get my money back and be done with this or we can keep going.  It's up to them.  
  
  Regards,
  
  ******** *******

  Customer response

  05/12/2022

  complaint #17147085
  ******** *******
  Wed, 11 May 2022, 06:37 pm
  with all due respect, I had been a member of the massage for over 15 years total- originally in Powell and do not have a copy of the original contract. They have almost doubled the price of their services since I initially joined. It was $45 when I joined now it's $75. They refused to give me any information when I requested an update on my account the day I was there and then immediately deleted me from their account the minute I walked out the door so there would be no 'paper' trail in the system for me to access.
  
  I do not feel this is a fair outcome and it is railroading the consumer you are supposed to be protecting. This company basically blatantly lied to you, made up a story and are going to get away with it because I didn't keep documentation for 15 years. This is why consumers have no faith in the system. not only that, you allowed them to copy and paste the same response twice? you have to know what they are saying is not the truth. why is it not on them to have to prove what they owe me since they are in the wrong here? That manager was ruthless and mean and it's my problem that they treat me like crap and lie.
  
  I would really hope you would reconsider how you are reviewing this issue and ask them to provide some documentation and proof of my balance on my contract.
  
  Please don't let me loose faith in an organization here to help, when all you did was give them the opportunity to exploit me and people with disabilities.
  
  respectfully
  
  ********

  Business response

  05/13/2022

  Per phone call to BBB, the business owner stated he is willing to work with Ms. ******* if she reaches out to him. If Ms. ******* chooses to do this, please have her call the facility and let them know and they will give owner the message. 

*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. ↩