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Massage Envy complaints

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975 Savannah Hwy.
Charleston, SC 29407 | Get Directions

(843) 766-5660

https://locations.massageenvy....

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Total Amount in Dispute:
$70.00

Total Amount Settled:
$70.00

Complaint Experience

50%

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 complaint history for this company shows the company gave proper consideration to one complaint presented to them.

However, the company failed to respond to one complaint.

Complaint Closing Statistics

2 complaints against Massage Envy closed in last 3 years.

Complaints	Type of response
1	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

2 complaints against Massage Envy

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10/16/2022

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

Customer Complaint

9/20/2022

Joined massage envy membership, there was very little availability to book appointments. I am a physician and due to my busy work schedule and the lack of available appointments I tried to cancel my membership. I was told I could not cancel my membership until I had made 12 payments. Once I made 12 payments I cancelled my membership, still had 8 massages to be used within the 60 day post cancellation period. I had to go to another location farther away to make a dent in the remaining massages. Tried to transfer a credit to a friend, was told I can not do this as this is a member only benefit and I am no longer a member. This seems like a scam and unfair since I got locked into 12 months of being a member and could not even use the benefits due to lack of available appointments. Resolution Sought I would like to at least be able to transfer one of my remaining credits to a friend or have compensation for my remaining credits.

8/2/2022

RESPONSE: Making a full refund, as the consumer requested Amount in Dispute: $70.00 Amount Settled: $70.00

Customer Complaint

7/21/2022

Technians work hard. The company it self is unreliable and only look out for themself. Increased payment twice with a lock in price I've had for years. No information on increase until I noticed my bill. Can't keep up with busy clients with little staffing. Two months for appointment. Would like a refund for unused massages. Cancelled credit card. 5 70.00 massages paid for 350.00 dollars. Massage Envy owners are crooks Resolution Sought Refund

Company Response

8/1/2022

A refund for the disputed amount was processed 7/30/2022. Additionally, performed immediate cancel of monthly membership so client doesn't need to cancel credit card.

Customer Rebuttal

8/2/2022

No further complaints

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