• Report: #1054179
Complaint Review:

Massage Envy

  • Submitted: Mon, May 27, 2013
  • Updated: Mon, May 27, 2013

  • Reported By: Chris — Edina Minnesota
Massage Envy
7101 France Ave S Edina, Minnesota USA

Massage Envy Charge credit card without permission Edina Minnesota

*UPDATE Employee: Same Day Cancel/No Call No Show Policy

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First of all, 60 minute massage is misleading - it is only 50 minutes, with 10 minutes of "consulting". It doesn't take 10 minutes for me to say "deep-tissue please".

Second, their cancellation policy affords the company more money than if you show up. I do take responsibility for missing one appointment (it would be nice if they wouldn't have missed their reminder call), but I was surprised to see the monthly fee that includes a one hour massage PLUS an extra $45 for the missed appointment.

The point is that the monthly fee includes an hour-massage, but if you miss it they tack on another fee for the missed charged, effectively double-charging you.

Oh and guess what? I used two different cards during different visits, and apparently they keep it on file without asking!!!!!!! The two charges came from 2 different accounts.

I plan on cancelling after my membership is over, and in the meantime I'll get my monthly massage and the therapist will get $0 in tip until I recoup my $45.

And you can bet your a** I will get documents from them when I cancel to prove I did indeed cancel.

This report was posted on Ripoff Report on 05/27/2013 03:29 PM and is a permanent record located here: http://www.ripoffreport.com/reports/massage-envy/edina-minnesota-55435/massage-envy-charge-credit-card-without-permission-edina-minnesota-1054179. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

Same Day Cancel/No Call No Show Policy

AUTHOR: massage envy employee - ()

The reason that Massage Envy's nationwide have a policy for missed appointments is to protect their therapists. Each of our therapist has gone to school and has a degree in massage therapy(roughly 15k) - and a license in their city of employment (another 500 at least) - the reason that these therapists choose to work at Massage Envy is because we guarentee them booking - and payment if the hour isn't booked. The way that we do this is by our cancellation policy - 

If you have a six pm appointment booked last week - the front desk staff has been turning other, paying, clients away to reserve that slot for you. To call and cancel same day - that therapist lost out on an hourly pay as well as a gratuity payment. We allow wiggle room on same day appointment cancellations by only charging 50% - hopefully because we can book the appointment with a different paying client. 

No call/No shows are different. They're rude and really hurt the therapist. We have absolutely no way of rebooking an appointment if there is a no call/no show. No one is going to call at ten after six for a six pm appointment - so yes, there is a 100% charge for a no call/no show appointment. 

This policy is what allows Massage Envy's nationwide to provide excellent massage therapy at competitive rates. Write down your appointments, be responsible, and you won't have to waste time writing internet reviews. 

also - some people have a lot of issues and need a few extra minutes to relay their needs to their therapists. we have a lot of older clientle that have a lot of issues. the first FIVE minutes is for the consultation as well as time for you to undress the last FIVE is for you to redress - we allow you this time so that we can book on the top and bottom of the hours so that we can provide the most service to the greatest amount of people. 

and i can't believe you aren't willing to tip your therapist anymore because YOU missed one appointment - that is so immature and selfish.


massage envy front desk

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