- Report: #943473
Complaint Review: Massage Envy - Sterling, VA Internet
Reported By:
Catherine -
Ashburn, Virginia, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
Massage Envy
22000 Dulles Retail Plaza, Suite 162 Sterling, VA, Internet, United States of America
Phone:
(703) 230-ENVY (3689)
Web:
www.massageenvy.com
Categories:
Business Rating:
(0)
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Massage Envy Sterling, VA Horrible management, policies which are misrepresented on the phone, Internet
My husband and I joined Massage Envy in 2011 after having a very enjoyable first massage there. Following are the issues that we had:
1) We were told that we could use our Health Care Reimbursement account to pay for the visits; however, when we tried to charge the visits there, they were denied. So we gave Massage Envy our credit card accounts and they charged us on a monthly basis.
2) On more than one occasion, they charged us more than once for a given month. About every 3 months, they would claim that our cards did not go through and they needed an updated number. And when I explained that our cards had not changed or expired and that our charges had hit the account as expected, they would insist on swiping our cards again, for their records.
3) After the first visit, we could never get back in with the therapists that we so enjoyed on that first visit. In one visit where we had a 90 minute couples massage, we could hear the therapists whispering back and forth to each other because one thought it was supposed to be 60 minutes and the other thought 90. Very unprofessional.
4) The quality of their therapists varies widely.
5) When I called to ask about canceling our membership, I was told that that the sessions that we had already purchased during our membership would no longer be valid after we canceled. and that we would have 4 weeks from the date of cancellation to finish any unused sessions.
6) Their payments are in arrears and they were going to charge me on 8/28 so I canceled the memberships on 8/26 expecting to have 4 weeks to use at least two or three of my 6 remaining sessions.
7) When I called to schedule an appointment for 9/22, I was told that my membership was canceled and that all of my sessions had been canceled on 8/28 when my last payment was received.
If I had known that the 4-week policy for cancellations was inaccurate, I would have used my sessions before canceling. As it stands, I lost $413 for my sessions and $294 for my husband's sessions.
I can accept that I had not used my membership and was willing to accept that I was going to leave some sessions on the table, but the fact that I was misinformed by their management about the cancellation policy and lost 6 more sessions than I had originally thought I was going to lose, really irritates me. I only wrote this review about the Massage Envy in Sterling because I am not positive these management issues exist at the other locations.
1) We were told that we could use our Health Care Reimbursement account to pay for the visits; however, when we tried to charge the visits there, they were denied. So we gave Massage Envy our credit card accounts and they charged us on a monthly basis.
2) On more than one occasion, they charged us more than once for a given month. About every 3 months, they would claim that our cards did not go through and they needed an updated number. And when I explained that our cards had not changed or expired and that our charges had hit the account as expected, they would insist on swiping our cards again, for their records.
3) After the first visit, we could never get back in with the therapists that we so enjoyed on that first visit. In one visit where we had a 90 minute couples massage, we could hear the therapists whispering back and forth to each other because one thought it was supposed to be 60 minutes and the other thought 90. Very unprofessional.
4) The quality of their therapists varies widely.
5) When I called to ask about canceling our membership, I was told that that the sessions that we had already purchased during our membership would no longer be valid after we canceled. and that we would have 4 weeks from the date of cancellation to finish any unused sessions.
6) Their payments are in arrears and they were going to charge me on 8/28 so I canceled the memberships on 8/26 expecting to have 4 weeks to use at least two or three of my 6 remaining sessions.
7) When I called to schedule an appointment for 9/22, I was told that my membership was canceled and that all of my sessions had been canceled on 8/28 when my last payment was received.
If I had known that the 4-week policy for cancellations was inaccurate, I would have used my sessions before canceling. As it stands, I lost $413 for my sessions and $294 for my husband's sessions.
I can accept that I had not used my membership and was willing to accept that I was going to leave some sessions on the table, but the fact that I was misinformed by their management about the cancellation policy and lost 6 more sessions than I had originally thought I was going to lose, really irritates me. I only wrote this review about the Massage Envy in Sterling because I am not positive these management issues exist at the other locations.
