I really enjoyed the service for the first few months I had the membership. Was somewhat like other massage therapy providers I've been to before, never have had a membership before, which was why I held off until late 2011 to finally try them, from a referral of a friend to give a try. I have had well over 75 massages over the last 15 years. Never had any circumstance like what I've encountered with Massage Envy, to be honest. I have, in the past, been charged for being absent for an appt, once or twice, and I learned quick to avoid these instances. As I learned it is the policy and such.
It all began in February where I was unemployed on the 8th of Feb. I called up for to take my massage for the month (as I had already paid up on the 3rd of that month.) Actually stopped in before while over at the Jamba juice to notify them, but it was late, and told them I'd be back the following week, when my appt. Would coincide to file the paperwork to get the 6-month freeze/waiver, which I had been under the impression I would be granted without any trouble.
So I notified and signed their 6 month waiver in early February after receiving my last massage, again already having paid for the month as required. I thought they would hold to their word and indeed have it frozen, as I wouldn't be allowed to have the 59.99$ massages during that 6-month period, wouldn't be able to afford it anyhow. I would essentially be required to pay full value, $69.99 I believe, if I did wish to return within that period for massages. I'm having trouble affording food and gas at the moment, so massages are not on my mind anyhow.
How I found out I was being charged since signing the waiver: I was checking out at Jewel for Easter shopping tonight (April 7th, about 6:40pm), and my card was declined. Needless to say, I was embarrassed. I knew I had around 60-70$ left according to my bank register, and it was only a $25 transaction at the store. To my surprise, I was charged in March and also April for massages I NEVER received when I looked on my Credit Union acct. Online.
Here is where I am troubled about this entire episode: No phone calls asking where I've been to receive my massages. I feel betrayed and just really let down.
I had wanted to return once I got back on my feet. Now I'm left feeling depressed for Easter and cannot visit my family out of town. Will probably be able to borrow some money for gas and groceries, but now I am out of 2 payments/months worth of money with no services rendered, $120 total. And I don't believe they would have troubled themselves going forth in May, June, July, etc to bother with calling me to ask when I would like to schedule my appt. I just feel betrayed and saddened over the affair.
I tried calling this evening, but they close at 8pm on saturday, will be closed on Easter, and monday I have interviews scheduled, so I will try to get in touch with them asap. I had no idea they were going to be charging me monthly, as I was trusting they were going to keep their side of the bargain and freeze my account for 6 months. That's all it is. I can live without the $120. I should have caught it back in March. Nevertheless, I thought I would file this for others to beware of what they are getting into going forth. Please be very careful with this company. Thank you.
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