ComplaintsforMassage Envy - Germantown
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Complaint Details
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Initial Complaint
02/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In December of 2022, I contacted Massage Envy of ******* to cancel my membership. I had initially signed up for a 1 year membership in December of 2021. During this conversation, I was told memberships are a year. After the first year obligation is met, there is no penalty to cancel. I was also told I would have 60 days to use my credits for massages, following cancellation. Despite, my desire to cancel my credit card was charged in January. I called and spoke to the manager who said shes send me a document to sign. She didnt send me a document but simply an email. I told her I couldnt come in since I was out of town performing military training. In February my card was charged a second time. In March, it was charged again. They will not allow me to cancel and now they are ignoring my calls. I would like a refund of the January, February and March charges totaling $195. I would also like to use my unused account credits which I was told I could use via email by the manager. The email attached is from the manager based on a phone call placed in January after I realized they were still charging my card. In the email, the manager asks me to sign a document, however, the email didnt contain an attachment. I have a copy of my military orders proving I was out of town. I also have phone records to prove I called!Business response
03/30/2023
Good Evening,
************************* spoke with the manager of the ******* location on 02/28/2023 and she issued a refund for the month of January and February. **** was not charged for the month of March, the payment for that month was waived in our system. I've attached a copy of ****'s member profile showing the membership cancellation and the refunds that were processed as of 02/28/2023.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.