Massage Envy
Will not refund charges to credit card, will not allow me to stop accruing more charges and catch up on services

About 15 months ago I went to the business location, and they convinced me to open a membership. I prepaid for 6 months. After those 6 months, I started getting phone calls from them asking me if I wanted to schedule a massage. I did not think much about the phone calls figuring they were just marketing. They market the membership to having 1 massage per month. Approximately 3 months ago, it came to my attention that I had a credit of 6 paid for massages.

For the past 3 months, I have been trying to get in contact with the person in charge of membership because I have several questions to which the front desk employees do not know the answer. My phone calls have either not been returned or been returned by someone who is unable to answer the questions. I am being told that I have 2 options. If I cancel my membership, I lose the 9 massages that I have paid for (at $39 each totaling $351). The other option is to put my membership on hold, not accruing further massages being charged to my credit card but at the same time I cannot use any of the massages that I have paid for.

Neither of these seems to be an ethical solution. I have attempted to find more information about putting the membership on hold, for example they say that the membership can be on hold for 3 months. Is that exactly 3 months or can I have my membership on hold for less than that, use a massage and then have it put back on hold status? Is that 3 months a year? Is it 3 months for the life of my membership? At this point, basically all I want is to have my money refunded that they have already charged my credit card without my expressed approval and to have my membership terminated. As noted, I have attempted to resolve this with the business, but they have been unresponsive to my requests to discuss the matter.

Company: Massage Envy
Country: USA
State: Colorado
City: Colorado Springs
Address: 5966 Stetson Hills Blvd
Phone: 7195749900
Site: massageenvy.com

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