Massage Envy Customer Service Issues

I received a gift card worth $50 from a friend who bought it on 6/14 at Massage Envy located at [redacted] Spout Springs Rd, Flowery Branch, GA, [redacted]. My friend was given a gift card from Massage Envy in May and I used mine last night. However, when I tried to redeem it, they claimed it had already been used on Sunday and now they are asking me to pay. My gift card was still sealed in the original envelope with the receipt when I received it. It seems there was a mistake made by them. I would appreciate it if this issue could be resolved. Thank you, Becky S. Email: [redacted]

I cancelled my membership in August and was given until October 11, [redacted] to use it up. Unfortunately, I couldn't utilize it in August but began using it in September. The process of securing appointments has been incredibly difficult. Despite being told they were fully booked, the location appeared empty upon my arrival. Originally, I had 8 hours available, but now only have 3 1/2 hours left. My appointment for 10/6 was canceled without notification, even though I received an email confirmation. When I visited the Modesto, CA location, it was closed until further notice. I have another appointment scheduled for 10/10 for 1 1/2 hours, but I'm unsure if the location will be open. Losing an hour is one thing, but losing more feels like a waste of money. The Modesto location is the most convenient for me, as the other locations are over an hour away. I am uncertain if this is typical of Massage Envy franchises. Will they extend my expiration date or refund my money? If this is standard practice, I am satisfied that I have cancelled my membership and do not plan to rejoin. I have attempted to contact the Modesto location via email, but have not received a response. I would appreciate it if my expiration date could be extended or if a refund could be provided.

I am Kelli Palmer. I had an appointment scheduled for today at 1:00 at the Briargate location in Colorado Springs. I did not receive a voice confirmation, but later was informed that an automated call was made and disconnected. Since there was no voicemail left, I did not recall the appointment and was free today. Perhaps technically, it was an issue on your end due to the lack of a confirmation message. I am a long-time member and it was disheartening to be threatened with a charge, especially considering I rarely miss appointments. The front desk staff mentioned one instance in early [redacted] where I missed an appointment to prove me wrong, which was unnecessary given my loyalty. Over the years, I may have forgotten twice in ten years, which seems reasonable for someone who travels extensively for work. There have been multiple instances in the last six months where my appointments were rescheduled without much consideration. I originally signed up in Rockwall, Texas, and now reside in Colorado Springs. If I am charged or if my prepaid credits are revoked, I may consider ending my membership. While I understand policies are in place, it is crucial to treat loyal customers with respect, especially with the abundance of competitors in the market vying for our business.

Hello, my name is Dhara, and I visited a Plano location in Texas on January 10th, [redacted]. My husband surprised me with a one-hour massage at Massage Envy. As a first-time visitor, I was hoping that the staff would guide me through the process. When I realized that the areas chosen for massage were more than what I had selected on the tablet, the therapist quickly corrected it but forgot to massage my feet due to time constraints. Even though the therapist was friendly and knowledgeable, I left feeling disappointed. At checkout, I wanted to tip but was informed my husband had already taken care of it. Despite the mixed experience, I didn't address these concerns immediately due to a busy schedule.

I prepaid for a six-month membership with the understanding that the visits would not expire indefinitely. However, after the six months ended, I realized I have been charged for an entire year without my knowledge. I now have to use up all the visits within 60 days to cancel, but Massage Envy won't refund the charges. When I was a member before, I was reminded monthly to schedule my appointment, but this has not happened recently, which I believe reflects a change in their policy.

Dear Concerned Party, I recently experienced a series of scheduling mishaps at Massage Envy Plainview that have left me thoroughly dissatisfied. Following a mix-up with my therapist, appointment dates, and lack of communication, I reached out to the establishment for clarification and assistance. Unfortunately, the responses I received were lacking in professionalism and courtesy, leading to significant frustration on my end. Despite several attempts to address the issue with the manager and corporate office, my concerns have gone unaddressed and unresolved. I am deeply disappointed by the overall management and customer service at the Plainview branch. The unresponsiveness and inability to rectify mistakes have left me questioning the quality of service provided. As a result, I am seeking a refund for my unused sessions and membership fees for February and March. Thank you for your attention to this matter. Regards, Dawn C.

I bought a service on 10/15/[redacted], and the membership fee was charged to my card. During a call to the store, the manager accused me of threatening him when I asked for a $[redacted].00 refund. On 3/9/19, I was told I could transfer the service for my mother's birthday on the 16th, but later, they denied me the right to use it without refunding me. I demand either a refund for the unused services or the chance to utilize the transfers. It's unfair to lose $[redacted].00 without getting anything in return. Kindly process the refund promptly and rectify this situation where I paid for services but couldn't access them.

On February 28, [redacted], while your systems were undergoing an update, I attempted to purchase a $75 gift card online. Unfortunately, there was a glitch in your system which made it seem like nothing was in the purchase box. I tried again, and the same error occurred, resulting in me being charged $[redacted] instead of $75. I have contacted several of your local franchises, but none could offer a solution or provide me with a customer service number. I have been searching online for a way to contact your customer service to either request a $75 refund, receive the e-gift certificate, or have two e-gift certificates emailed to me for gifting purposes. My email is [redacted], and my name is Jose J. Barocio. The zip code of the gift card I used is [redacted].

I received a gift card with $[redacted] on it from a friend who inherited it from her late partner. I used it for a massage appointment and tried to pay with it, but it wasn't in the system. I provided details, but they couldn't locate it. The manager hinted at banning me if they didn't find it. Eventually, they covered the service but kept the tip I left. I believe all gift cards should be verified before incidents like this occur.

I had an appointment scheduled several weeks in advance. Unfortunately, my sister was hospitalized and passed away, so I was unable to attend as the appointment coincided with her arrest. I was charged $98 for missing the appointment and when I explained my situation to the receptionist, they showed little empathy, asking if I had canceled. Considering the circumstances, canceling was not my priority. I just want a refund to reschedule for the future. I did not mean to inconvenience the massage therapist and respect your policy, but a little compassion would be appreciated.

Hello, my name is Kelly J. I visited one of your NM locations today and had an unpleasant experience. When scheduling my appointment, I emphasized the need for a 90-minute deep tissue massage, which was confirmed. Upon arrival, I reiterated my preference to the receptionist and my therapist. However, the therapist could only provide medium pressure and struggled to adjust. The bright lights in the room also hindered my relaxation. Starting the session late and ending 30 minutes past the scheduled time compounded my dissatisfaction. The massage itself lacked the depth I required, leaving me disappointed. Despite the staff's kindness, I am upset about the outcome. I would appreciate assistance in resolving this issue as I feel my $[redacted] was not well-spent.

After the local store closed in July, I canceled my account by contacting the corporate office. Although I did not receive any responses to my emails and calls, they had stopped charging me. However, on 4/5/19, I noticed two unauthorized charges on my account - $65 on 4/3/19 and $59 on 3/6/19. The listed phone number for Massage Envy ([redacted]) is disconnected. I have already contacted my bank to dispute both charges and placed a stop payment. I am eager to speak with a supervisor promptly to address this matter.

I need your assistance in addressing a complaint for my mother, L.W., who holds a Massage Envy membership. Both she and I have contacted various branches to resolve this matter without success. Here's what happened: On 3/11/19, we visited the Thousand Oaks location for two 90-minute services using my mom's accumulated credits from her membership (over 10 credits). The manager, Drea, mentioned a system glitch where my mom's credits were missing due to changes by Massage Envy Corporate. Drea assured us the issue would be fixed before we finished our services. However, after our treatments, another employee said Drea had left, and we had to pay $[redacted] as the credits couldn't be found. Despite being told we wouldn't be charged, I covered the cost. After several visits and talks with managers, including Bree, no resolution was reached, and the $[redacted] couldn't be refunded, nor were the missing credits located. Contradictory information was given about multiple profiles and lost credits due to a closed location. I seek a refund for the $[redacted] spent and restoration of my mom's credits or compensation for unused services. I look forward to your swift response.

I have faced challenges booking appointments at the convention time due to therapist unavailability, appointments scheduled with therapists not on the agenda, and some canceled appointments over the past couple of years. Initially, I believed I had 18 unused appointments, but today I was informed that I only have 12 left. This inconsistency has left me very dissatisfied. The Toledo branch's solution of canceling my contract and restricting me to 60 days to utilize the remaining visits seems impractical considering the ongoing difficulties in booking appointments. Despite attempting to resolve this matter with the local manager, no satisfactory resolution was achieved. I fulfilled my part of the contract and now seek either a refund or a fair solution without being financially penalized for the service provider's shortcomings. My name is M. R. and I have been visiting the Massage Envy branch in Toledo, OH.

I posted about my issue yesterday, but I'll explain it again. I've been a member at the Toledo, OH location for several years. Lately, it has been hard to book appointments for deep tissue massage due to a shortage of available therapists. When there are therapists, they usually only have slots during my working hours, making it impossible for me to schedule a session. I've faced many cancellations, either due to therapist unavailability or scheduling errors. I now have 18 unused visits and am frustrated with the situation. The manager offered to let me cancel my membership, giving me 60 days to use up my visits. However, if they struggle to keep one appointment, how can they handle 18? I fulfilled my end of the agreement, but Massage Envy has not. I am seeking a refund as I should not bear the financial burden for their failures. I am eagerly awaiting a response.

I've been a Massage Envy member for nearly 2 years. I've faced ongoing issues getting any assistance or answers to my inquiries despite numerous attempts. Here's a summary of my problems: 1. I canceled my membership in Chattanooga, TN, before relocating to Salem, OR, but continued to be billed after the move. 2. Upon contacting the Oregon branch, I was informed I could not cancel without incurring fees, despite being assured my membership was terminated in Chattanooga. They erroneously created a new membership for my mother in addition to charging me. 3. When I tried to rectify this by canceling the second membership and transferring mine to my mother, I received conflicting information from different staff members, resulting in continued charges. 4. After visiting the Keizer branch and explaining the situation, I was assured a refund for the erroneous charges, signed paperwork, and even emailed as instructed. 5. Even after several visits to the Keizer location and promises of reimbursements, I am still being charged for both memberships. Numerous attempts to resolve this have been unsuccessful, causing financial strain. I urgently require reimbursement for the past 12 months, specifically the last 8 months, due to repeated overdrafts caused by unexpected charges. A resolution is imperative as promised reimbursements have not materialized.

I usually visit John Roberts Spa in Mayfield (Eastgate), Ohio for my massages, but they were closed today. I decided to try a one-hour "deep tissue" massage at Massage Envy in Beachwood at 1 pm due to severe pain in my fractured ankle and sharp shooting pains down my right leg since my surgery in January. The masseuse, Mark, was pleasant to talk to, but it was evident he was new. Despite my requests to apply more pressure, I left feeling no relief after spending $[redacted]. Even the additional services I asked for, like a foot massage, felt rushed and ineffective. Mark is a nice young man, but I have decided not to go back to Massage Envy after feeling like I wasted my money without finding relief for my leg, calf, and ankle.

On April 3, [redacted], I purchased a "6 Month PIF Single-Active" membership while on vacation. I completed my agreement in Illinois where I reside and assumed it would end. However, on October 22, [redacted], my credit card statement showed a $65.00 charge from Simpsonville, South Carolina. When I called customer service, they insisted I had to visit the store in person to cancel my membership and could not refund the charge over the phone. Since I am unable to go to South Carolina, I requested they email a cancellation document, but they have not followed through. I want the charge removed and the month-to-month assumption canceled as I was unaware of this arrangement when I made the initial purchase. Unfortunately, the massage service was unsatisfactory, and I have no desire to revisit the location in South Carolina.

Dear Sir/Ma'am, I have been a loyal customer of Massage Envy for several years and have generally been satisfied with the service. Approximately a year ago, I signed up for the "1-year discounted massage" club membership and have been content with the prices and services. Recently, I had to reschedule an appointment for my friend, and after contacting the salon, I was informed that transferring the session to my friend's account would incur a $10 charge. I found this policy exorbitant considering the minor effort involved in making the change. Despite the pleasant and professional demeanor of the staff member I spoke with, I could not justify this fee as anything other than a display of greed. Even though the employee acknowledged the issue, the supervisor cited company policy and contract terms to justify the charge, which I found disappointing. I have decided to terminate my membership with Massage Envy due to this experience and will be sharing my dissatisfaction with others. There are other local establishments that offer better services at more reasonable prices, and I believe prospective customers should be aware of this. Thank you for your attention to this matter.

I asked for a call back regarding my request to cancel my membership but have not heard back yet. I was informed that all appointments are being canceled for the next few weeks. I visited the physical location today hoping to speak to someone about canceling my membership, but the Bend, OR business was closed during the hours posted. I have been a member for over 12 years and am not able to use the monthly massages I am being charged for.