Massage Envy
's horrendous cancellation process, ridiculous restrictions for services you've already paid for and cheating each session by at least 15 mins of the promised time Houston, Texas

Massage Envy charges a $59 monthly membership fee for 1 massage per month (If you don't use it in that month, they accumulate).

I called to cancel my membership and thought I had successfully done so, but realized that my credit card was still being billed $59 per month. I called to complain and found out you have to go into the store to cancel. At that point I had around 10 that I had paid for but hadn't used. Before getting pissed and writing a letter, I came up with some ideas to whittle those down, but the restrictions on what I could do with services I had already PAID FOR were ridiculous:
Transferring a session to treat a friend would cost me an EXTRA $10 on top of the $59 I had ALREADY paid for the session. Use 2 sessions toward a couple's massage (of which I would be involved) would also cost me an extra $10 to transfer one to the other person to use (again, on top of the $59 I had ALREADY paid). Otherwise, the other person would have to pay the introductory rate of $59. Placing a hold on my account would restrict me from using ANY of the massages I already PAID FOR during that "hold" period. Remember I had 10 sessions - that's $590 I had already given to Massage Envy! I HAD to keep my membership active (and thus pay each month and get additional massages I didn't even need) in order to use my sessions. If I cancel, those I didn't use would go to waste. On top of all this, a 60-min massage isn't even 60 mins, it's really only about 45. They start the clock when you get there... And the time it takes you to get undressed and for the therapist to come back to the room and get started is alllll a part of your 60 minute session.

Company: Massage Envy
Country: USA
State: Nationwide
Address: 9758 Katy Freeway
Site: massageenvy.com

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