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Massage Envy complaints

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4346 Pouncey Tract Road
Glen Allen, VA 23060 | Get Directions

(804) 612-0540

http://www.massageenvy.com

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Total Amount in Dispute:
$420.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our records indicate the company failed to respond to the one complaint brought to its attention.

Complaint Closing Statistics

1 complaints against Massage Envy closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
1	Unanswered

1 complaints against Massage Envy

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3/9/2025

RESPONSE: Complaint was not answered Amount in Dispute: $420.00 Amount Settled: $0.00

Customer Complaint

2/11/2025

Massage envy continued to charge me $70 a month for 6 month after I cancelled my membership. When I called to see what was going on they said their notes say I called about canceling but I was supposed to have received an email with paper work to fill out and return to cancel. I don't remember being told that or receiving a email. Well come to find out the women who helped me left soon after and my wishes must not have gotten relayed to someone else to be taken care of, this was told to me by the women I spoke to at the front desk. This is not my fault. The manager pretty much said tough you're not getting your money back. You can cancel now and use the hours you can in the next month. I canceled the membership because I didn't have the time and I was wasting my money. I feel like I've been robbed and it makes me sick. I was a good client and recommended them to a lot of people. Resolution Sought Refund my money and be more clear and have better communication with future clients so that they don't get robbed of their hard earned money also.

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