This is a copy of the complaint e-mail that I sent to Massage Envy's corporate address:
I would like to start off by saying that I have always been more than pleased with the massages that I have received at this establishment. The facility is clean and welcoming and the therapist I use is extremely professional. Unfortunately, I will no longer bring my business to Massage Envy or recommend a membership at this establishment for several reasons. For starters, the policy that you have to send a membership cancellation notice in writing is nothing more than a tactic for Massage Envy to try and keep customers in the program by making it difficult to get out. Additionally, what is the point in signing up for a 6 month/1 yr membership if Massage Envy will continue to charge the credit card of the member after the contract period expires until Massage Envy processes the cancellation form? Why should you have to cancel a membership that you signed up for a specified time period? I would guarantee you that most customers don't realize they will have to send in this cancellation notice at contract signing. To top it off, the processing of the cancellation form can take 30 days! What can possibly take 30 days to stop charging someone's card? These tactics may gain Massage Envy a couple of extra months out of their loyal customers that joined their membership program, but they will in no way aid in retaining customers and building loyalty.
My last, and largest, problem with the membership program is the fact that pre-paid massages are deleted from your account 30 days after the completion of a membership. This is a scam and a rip-off that Massage Envy should be embarrassed by.in my case, I had to leave town for work knowing that I had one paid for massage remaining in my account that was coming due. Unfortunately, I had no way to make it in prior to leaving. Needless to say, when I spoke with the manager of the facility today there was nothing they could do about it.in my eyes, Massage Envy has charged me $50 for a service that was not delivered. This was nothing more than a contractual way for Massage Envy to STEAL money from their customer for a service they did not provide.