Massage Envy Southglenn Stole money from me Centennial, Colorado

BBB COMPLAINT: On 3/18/11, I entered into a 12 month contract with Massage Envy/Southglenn location. I would pay $49 per month for one massage (to be used whenever) and this also enabled me to receive discounted massages throughout the month if I chose. On 3/18/11, I paid my $49 and received a massage from Diana. It was not a full hour and I did complain on Massage Envy website about this in online survey. I had another massage scheduled for 3/29/11 but my grandpa died that die so I called to cancel it and was told I would be charged since it was same day. I was very upset about this and did not return to Massage Envy. I knew my contract was coming due so I emailed Massage Envy In Jan 2012 to let them know I would be cancelling my contract and that I needed to use my remaining massages.  I received an email back confirming receipt of my email and the contract would be cancelled when due. My cell phone was not working at the time and I let them know this in my email. I called in Jan to check on contract cancellation and remaining massages. I was told I had 11 massages and contract was not ready to cancel but would be. I called again in early Feb The "new" manager got on the phone and explained that if I let my contract expire/cancel, then massages would cost more if I wanted to come back, etc. as their prices had gone up. She explained there was new management, understood why I was upset for being charged when grandpa died, etc. She said it was much better and asked me to reconsider. She said I could also put my account on "hold" for 6 months, keeping curent pricing. I told her I still wanted to cancel and she told me I had to use the remaining massages by 4/13.

I received a voice message from Massage Envy that I had a past due balance because previous card on file did not work. I returned the call and told them cardd was lost and I was told someone would call me back and never did. I called on March 5, 2012 to pay past due and remaning balance of $147.00 with a different card. I was told I had until 4/13 to use remaining massages. I inquired if others could help use them and was told yes (no mention of addtl charge). I also scheduled an appointment for 3/7 at 7pm. On 3/6 I went to physical therapy for a recent injury (1st appointment). At that time, the physical therapist told me he believed I had a bulging disk so I cancelled the massage appointment, unaware of this could make things worse. When I cancelled the appointment, I told the receptionist why and that I had to get doctors clearance first/make sure it would not make injury. I received clearance and scheduled an appointment for my son and I on 3/21 @ 1200hrs.

I called the morning of 3/21 (same time appointment was made) because I noticed my bank account was charged addtl $49. I was told manager would get back to me. I also inquired to make sure my son could use one of the massages and was told yes (again, no mention of addtl charge). I was told the hot stone massages (what we scheduled for) would take up 2 credit each, leaving 7 to use before 4/13. When my son and I arrived for our appointment on 3/21 @ 1145hrs., the manager came out and said she would have to pull my chart for addtl charge for March. She came out with the chart and said she had my email from Jan but showed I had not decided. I pointed out the email clearly says to cancel, told her of conversations with previous manager, etc. I explained I already paid the full balance and was told I had to use 11 massages by 4/13. She said she could not refund my money. Than she said she could refund my money but then I could not use any of the massages I had already paid for as they expired on 3/18. She said would let my son and I get a massage today but it would cost $39 to let my son use one of my massages. I left and received no services.

This company has gone through management issues and I have received conflicting information. This company has kept $588 of mine and rendered no services. It is a complete sham.