ComplaintsforMassage Envy

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a 6 month membership for my brother who lives near the location in July 2022.I live in ********** so i had to call and set up the account on his behalf but attached my debit card to the account for the monthly membership payments. I am aware that clients must sign a contract stating the companys policies. I was not sent a contract and during the period of the membership, my brother was never given or signed a contract. One of the policies in their contract is the account goes into autorenew until the member cancels their membership. My brother and I were never told of this and we never had a contract. The membership should have been over after January 2023 but the company continued to charge me. I called and spoke to the manager, ********, and she informed me about the auto-renew policy. I asked her to show me where or when that policy was disclosed and she said it was in the contract. I told her my brother nor myself signed a contract so I needed a copy of this signed contract she received from either of us. She did not immediately send it to me but I called back and she confirmed there wasn't a contract on file. So I told her because we were not aware, I should not be held to a policy that was not stipulated and agreed to upon receiving their services. She talked to the district manager and was told the decision not to refund the February 2023 payment was based on the fact there was no contract available. Yet the reason why there is no contract available is because of their mistake, not my own. My brother had been going to the clinic for months and none of the representatives noticed there wasn't a signed contract on file, not even the manager. I am asking a full refund of the February 2023 payment because their mistake should not be my penalty.

  Business response

  04/13/2023

  To whom it may concern, referencing ID number ******** this matter has been resolved with this client. We have refunded the payment for the month of February as she was referring to. If you have any further questions please contact ************.

  Customer response

  04/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Canceled membership and would like a refund for unused massages. I'm being told this isn't possible, but its only fair. I don't have the ability to go get massages anymore as I have moved and will not be able to use them all in 60 days.

  Business response

  01/06/2022

  Business Response /* (1000, 7, 2021/12/28) */ Good evening, we do not have a cancellation form signed for this client. In order to process any requests for a change in membership status we must have the form filled out and signed accordingly. I have sent to client again this evening to have them fill out so we can process the cancellation of the membership.

*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. ↩