Massage Envy

Critical: CommunicationShame on Massage Envy. With a pandemic situation this past year plus, and the confusion of them billing and then not billing monthly, they cancelled my membership due to a credit card that expired.My card has expired before and they have reached out to me and it has been resolved. This time they cancelled my membership and there is no chance to collect my 11 sessions thatIAlreadyPaidForAttempting to book an appointment was at times difficult and frustrating.Posted hours for months prior to Covid were not consistent.Good riddance.Never again.Shame on Massage Envy. With a pandemic situation this past year plus, and the confusion of them billing and then not billing monthly, they cancelled my membership due to a credit card that expired. …More

Shame on Massage Envy. With a pandemic situation this past year plus, and the confusion of them billing and then not billing monthly, they cancelled my membership due to a credit card that expired.

Critical: Communication, ProfessionalismSo I have had Massage Envy for a year and due to pandemic I put a freeze on my account. I get a call in dec saying I owe $120. Didn’t even know my account was taken off of freeze. I pay the amount in 2 payments. I don’t get charged in Jan thought it was odd. I called and I cannot get ahold of anyone. Left voicemails no response back. I just looked at my account and boom got hit with another charge of $120….I called my old massage envy and now I need to figure out how to change home sites cause this one is ran poorly!So I have had Massage Envy for a year and due to pandemic I put a freeze on my account. I get a call in dec saying I owe $120. Didn’t even know my account was taken off of freeze. I pay the amount in 2 payments. I don’t get charged in Jan …More

So I have had Massage Envy for a year and due to pandemic I put a freeze on my account. I get a call in dec saying I owe $120. Didn’t even know my account was taken off of freeze. I pay the amount in 2 payments. I don’t get charged in Jan thought it was odd. I called and I cannot get ahold of anyone. Left voicemails no response back. I just looked at my account and boom got hit with another charge of $120….I called my old massage envy and now I need to figure out how to change home sites cause this one is ran poorly!

Critical: Communication, ProfessionalismIf I could give a negative rating, I would. Unethical business practices, lack of communication and maliciousness all for a few dollars. Here is the last email I sent after it taking over a month for someone to get back to me.Hello,I apologize for not being able to call today regarding my issues with my account. I have been lucky enough to work from home but that brings some challenges as I’m on the phone all day.I see I’ve been charged again. First it took over a month of constant contacting, calling/emailing both the location and corporate with no help, driving to the location after I was charged and told you were open and the doors were locked, phone were not operational for days even after charging peoples accounts. We are in another lockdown and you feel the need to charge me AGAIN? Bringing that account to a negative balance with a fee from my bank. Multiple people telling me someone would contact me with seven days then being told with 48 hours which neither were true.Please tell me how any of this is ethical even without a pandemic. Your solution is to freeze my account? I was told I would be refunded the hours or able to use them (which I wouldn’t given a freaking pandemic) and the charges for last month refunded, now I’d also like the charges done today refunded as well. I’m not going to ask you to pay the overdraft fee as it’s not your responsibility but any given good company would be empathic. There are people, like me, who are funding loved ones who are out of a job due to a pandemic.Under what circumstances is any of this appropriate let alone you knew we would be coming into another lockdown today and you STILL charged people? I cannot imagine the backlash you are experiencing.Why is it I can go into my gym and cancel my contract and be refunded due to this crazy pandemic without nearly the quarter of effort I’ve had to put into this and again your solution is to freeze my account? At this rate I wouldn’t be surprised if this location had multiple lawsuits in the works.Have some decency, seriously. This is outrageous, absurd, unethical, and honestly malicious in pursuit of a few dollars in the grand scheme of things.Do the right thing, refund me for the past two freaking months, I don’t care about the previous payments and hours I have booked as I will never be going to this association again let alone get a massage or facial treatment IN THE MIDDLE OF A PANDEMIC, and cancel my contract that started just right before this pandemic took place.I have nothing else to say other than do the right thing, be a company of values, have some customer service and stop being greedy. I know for a fact that this location specifically has endured some very angry people- information from your OWN EMPLOYEES.ValerieIf you have endured the same unethical business practice, please know I’ve contacted the AGO, BBB and will be filling against the Hazel Dell location.If I could give a negative rating, I would. Unethical business practices, lack of communication and maliciousness all for a few dollars. Here is the last email I sent after it taking over a month for someone to get back to me. …More

If I could give a negative rating, I would. Unethical business practices, lack of communication and maliciousness all for a few dollars. Here is the last email I sent after it taking over a month for someone to get back to me.