Massage Envy

I am a long time member. Due to some recent life changes, I now have five massages paid for but not received. When I called to cancel my membership, I was told that if I did so, I would automatically lose the ability to use these credits. I have paid nearly $250 for unused massages, but either have to give them up or am forced into continuing with the monthly debits to my bank account. This is a horrible policy. I am either forced to continue paying for services I couldn't use, or give up services for which I had already paid. That means that once I do cancel, then I will never re-join and I will also tell everyone I know not to become a member.

Company uses bait and switch tactics to get your business. They tell you that they have an introductory price for your first visit, then after the massage is over, they charge full price. They are not very honest with potential clients and make all sorts of excuses after service is provided to not give the discount provided. I was told it must have been a training issue, their computer won't allow them to make changes, etc. They make no effort to rectify the situation and basically treat you like scum. Their manager, Anika, is the least helpful person to ever have a job. Stay away from this business!

The massage service does not work when I try to chat with my friend.

Massage Envy is completely screwing me over. I had an account with them in 2007/2008 and more than fulfilled the 1 year contract. Cancelling the account had proven to be a very huge undertaking as many phone calls were made and very few were returned to me. But in late 2009 or early 2010, I had spoken to a Manager at the Folsom, Empire Ranch location and was assured that everything was taken care of. They said my account was cancelled and that I did not owe them anything.

I was mistaken and obviously misled. Two years later, after zero calls, messages, letters, etc., from Massage Envy, I get a call from collections stating that I owe Massage Envy over $1,100. I have since tried to contact their corporate office (how can I trust the location I went to when they claim they take care of things, but don't) but the only available contact information is an email address, which I have tried twice but got no reply. I have called the individual locations requesting a number for corporate, but even they do not have one. My contact information has not changed at all. If something was wrong with my account and that manager did not do what they said was done, they could have contacted me months/years ago so that my supposed cancelled account wouldn't be accruing 2 years of membership dues.

I was notified last Thursday that this account was sent to collections. I have since tried twice to contact someone in their corporate office, and have received no reply.

I signed up for a membership at the Arizona Tatum massage office. I was told that it was a month by month membership by the person signing me up for this membership at the time of sign up in July. I was told, at that time, that I could quit at any time with a 30 day written notice to the Massage Envy clinic at which my membership originated.

I turned in a written notice on 9/13/11 to the AZ Tatum clinic. It was received and dated by V.V. on 9/13/11. I was given a copy BY V.V. She said that Massage Envy would charge me for September and I had to use that service by October or I would forfeit that charge. She said that no more charges would be applied to my charge card after September. V.V. also said a manager from this office would be calling me within 24 hours to confirm. I never received a call from a manager.

I called a week later to the office and spoke with another manager. This manager said V.V. should not have told me that I could cancel. I now have different employees telling me different cancelation policies. Are these people not trained on the cancelation policy? Two employees tell me one cancelation policy and a manager tells me another cancelation policy. They are very misleading and confusing.

This Manager said I could not cancel for a year. She said that the contract I signed up for was for a year. At no time was I ever told that I could not cancel for a year by anyone until I talked to this manager today. I was never told in person, at the time I signed up for this membership, that I was locked-in for a year. I asked the employee if this was a month to month contract when I signed up. I was told it was. I also asked how to cancel the contract if I no longer wanted to belong to the membership. She said that I only had to submit a 30 day notice in writing to massage envy clinic at which my membership originated.

I find these tactics to be misleading. The person you're signing up with never tells you that this is a locked-in contract for a year. Why would they not tell you that at sign up? This manager said another manager was going to call me. Am I getting the run around?

I looked online at your company and it seems to be that there have been a lot of complaints about this happening to other people. They seem to deceive people and not tell the truth at the time of sign up for a membership on the true cancelation policy.

I am still waiting for a manger to call me back.

Debra

They will not let me cancel my membership until I give them another credit card on file to charge me another month of membership dues. I asked her to mail me a cancellation for my membership and she refused unless I gave her a credit card on file. If I don't give them another credit card on file for them to charge me for another month (which I cannot afford and I haven't used my massage for last month even), I will have to pay for another month because I have to give thirty days notice.

I went for a massage at Massage Envy as they had an introductory massage for $59. After my massage, the receptionist told me about the membership option they had. She explained that I would pay a monthly membership fee of $59 and this would entitle me to one massage per month, and I could upgrade to a facial for $10 more.

I have been getting charged not only the membership fee, but also for the massages. This means I am paying approximately $120 for a massage, more than the non-membership price. I called to ask why I had been charged twice and the only explanation was that I must have booked my massage around the same time as the membership fee. It was not explained to me nor can I find it in the contract, that I should pay both the membership fee and the fee for a massage.

I signed up for the year contract in August of 2008. In February of 2009 I had a baby and was not able to get to the spa to use my monthly massages. I knew that I had signed a year contract and continued to pay the $59 monthly installment. I called in July of 2009 to see how I would be able to cancel my membership. The woman who answered the phone told me I would not be elgible for cancellation until September although that would be 13 months.

I then called back in August the woman that answered the phone this time told me that I had to go into the location. I informed her that i was not able to go all the way down there as it is a little far from my home and I work six days a week. She told me there was no other way. So a few weeks later I went into the location where I am informed that on top of the 5 unused massages I already paid for that I would be responsible for paying for an additonal month before the account would be cancelled.I was also informed that I could have doen it by fax which was never offered to me the first time.

I asked to speak to a manager at which time I was informed that there were no managers and that I would have to leave a message. I left a message and got a call back from a guy, Cory, the next day who basically told me he could not do anything and that he was not really a manager and gave me an email that I never got a response from contacting. He also set my membership to end on Nov. 21, 2009.

I did not feel like arguing anymore and decided to set up a facial and massage at the same time so I could at least use a few of them. I go in get my facial and massage and after it is done am told that I owe an additonal $10 for the facial. I was not told ahead of time of the additonal charge otherwise I would not agree to have a facial done. Not to mention that I signed a contract saying that I could either have a facial or a massage at no additonal charge with my membership fee.

Now, again, on the 24th of November there is another charge from Massage envy. I called into the Encino location and she told me it was set to cancel on Dec. 21st. I was then on hold for 6 minutes waiting to talk to a "supervisor." A woman got back on the phone and told me he would call back. By the end of the day there was still no call back so i called them a again. the same same Cory answered and told me he submitted it and it would take 5 days to return.

The account that this got taken out of had another auto debit coming out that same night and this charge caused it to overdraft which resulted in fees they said they would not be returning. It has been 10 days now and still there has not been a refund to my account. I want a refund of $138 for 2 months of membership fees I should not be responsible for $10 overdraft fee and the $10 charge for the facial.

This letter is in regards to Massage Envys return policy, they do not have one. My husband bought me a $100 gift card from Massage Envy for my birthday. I was unhappy with the gift so my husband wanted to return it to Massage Envy and have the charges credited back to our credit card. My husband went to Massage Envy and requested a refund. The employee working at the counter advised him that he could return the gift card and have the charge credited back to our credit card, but the owner/officer manager ( I am not sure of the persons title) was the only one able to reverse the charges. My husband was advised to return the next day to have this done.

I would think that a reputable business should have their refund policy posted. If the refund policy is not posted then the customer should be advised that there is a no refund policy when making a purchase. The employee working the counter should be educated on company policy so they can provide the correct information regarding the no refund policy. To advise a customer to read our refund policy on the internet is totally unacceptable. With the state of the economy and people trying to save money not everyone has access to the internet. This is a horrible example of customer service, if it can even be called customer service. I would think you would want to bring customers in, and not try to drive them away.

What kind of business does not have their refund policy posted, has uninformed employees, and tells people to read the refund policy on the internet? A business that I will not do business with. This has been an awful experience, I will not refer friends, family members, or co-workers to do business with Massage Envy, but I will be sure to tell them of the awful experience I had.

This letter is in regards to Massage Envys return policy, they do not have one. My husband bought me a $100 gift card from Massage Envy for my birthday. I was unhappy with the gift so my husband wanted to return it to Massage Envy and have the charges credited back to our credit card. My husband went to Massage Envy and requested a refund. The employee working at the counter advised him that he could return the gift card and have the charge credited back to our credit card, but the owner/officer manager ( I am not sure of the persons title) was the only one able to reverse the charges. My husband was advised to return the next day to have this done. The next day my husband returned to Massage Envy only to be told the same thing, the owner/office manager was not in and would not be available until the next day to reverse the charges. My husband returned a third time and the owner/office manager was in and when my husband asked to have the charges credited back to our credit card he was told they do not do refunds. The owner/office manager then advised my husband to read their refund policy on their web site. Then she told him that he could buy a robe or other merchandise. All he wanted was a refund.

I would think that a reputable business should have their refund policy posted. If the refund policy is not posted then the customer should be advised that there is a no refund policy when making a purchase. The employee working the counter should be educated on company policy so they can provide the correct information regarding the no refund policy. To advise a customer to read our refund policy on the internet is totally unacceptable. With the state of the economy and people trying to save money not everyone has access to the internet. This is a horrible example of customer service, if it can even be called customer service. I would think you would want to bring customers in, and not try to drive them away.

What kind of business does not have their refund policy posted, has uninformed employees, and tells people to read the refund policy on the internet? A business that I will not do business with. This has been an awful experience, I will not refer friends, family members, or co-workers to do business with Massage Envy, but I will be sure to tell them of the awful experience I had.

Massage Envy just stole our money. Massage envy has been causing much grief to many honest citizens in CA. Here is the story.. They have created this membership contract that lasts one. Each month they charged my credit card $60 membership fee, plus for each 50min massage they charged $50. In March I called the salon and spoke with the rep., who told me that I still have two sessions left to use. so I made an appointment for 50min massage. My husband heard my conversation and said that he also has a 3month membership and could use a massage (he had paid $177 for three months). I booked him at the same date/time as mine.

After both of us got out of the massage session, the lady working there told me that our membership has expired 20 days ago and that we owe $200 plus the tip, and that its a must and our policy that you have to tip your therapist. My husband and I stood there frozen because both of us had paid for the membership that we haven't even used, the contract does not say that I cannot use my sessions after membership expires. When I called to make an appointment she didn't say that my membership had expired and that I have to pay $100 for each of us. If I knew I would've gone better and cheaper places.

So they they just stole thousands from us. She then goes on explaining that if the membership expires, all my payments just goes away and no-one can do anything about it. This place took from us $2000. When I called to make an appt no-one told me I hade to pay $100 for 50min and that my membership has expired. There are hundreds of the same and worse complaints about this place. Can someone do something about it. Thank you!

After giving my Credit Card for a tip to the therapist for a prepaid visit, I discussed the possibility of continuing to come in on a monthly basis. The receptionist said she had my Credit Card on file and she could take it out from there. I told her NOT to use my credit card and that I would have to think about it. She said she would call me on 12/1/08 in which she never did. On 1/1/09, my card was charged $49. I called and was told I was on a membership which I hadn't confirmed. I specifically told them not to use my card, they were unwilling to give back the money so I put in a claim at my bank. They also told me at that time they would cancel my membership which I shouldn't of had to begin with. Again on 2/1/09, they had taken another $49 out.

I was given 2 gift cards for services at this company. When I tried to use them, neither card had any list of terms or conditions or expiration date listed, I was told they both had expired. One, was only 3 days expired and the other was within about 2 weeks. This was according to a one year expiration term. There is nothing on the card AT ALL that indicates this, so as a gift you don't have any information and then if you don't use it within the 12 months, they keep your money. It is one thing to clearly indicate the terms and conditions, but to make it hidden and unclear, I feel in unethical and a way to try and keep peoples' money in an underhanded way.

Ironically, I had received a paper gift certificate a year ago and when I called to schedule (on the paper gift certificate there was an expiration date, the new gift cards have no info) the store at the time told me not to worry about the expiration date just so you came in close to that time. Also, when I checked out their website on purchasing gift cards there was no mention of a ONE YEAR expiration time limit that I saw obviously.

I am complaining about poor customer service at the Stockbridge GA Massage Envy office and the Corporate headquarters. I have been a member for the past year and due to my recent lay off, was not able to renew my membership. On my last visit on 8/20/08, before I left, I asked the girl at the counter how long I had to use my last pre-paid massage and she said I had thru the end of September to use it. When I called them in September to make an appointment, they told me my last pre-paid had expired on 8/30/08.

I told the office manager,Jessica, what happened and that I was given incorrect information and she said she couldn't help me. I then spoke with the administrator Jess, who also basically told me too bad, you can't get your last massage even though you paid for it. I then asked to speak to the owner, she said he had too many things going on and that they were not allowed to give out his contact info and that he would call me. Well it has been 3 weeks and still no call from him. I also wrote the main office about my complaint and still no response from them either.