As of today, 11/13/17, my account has been charged AGAIN and no one has responded to my emails or my phone messages from either corporate or the branch. This is absolutely ridiculous and I am livid!
Very good and attentive staff. I enjoyed my 2 hour session with a massage and facial. The massage therapist did seem a bit rushed, because she was late starting which I was just sitting in the lounge. So, I think my session was cut short because of that. The facial lady was amazing. My face looks and feels amazing! She talked through everything she was doing and made sure I was completely comfortable. She gave an awesome hand and arm massage. I would say that Massage Envy as a whole is a bit on the pricey side if you don't have a membership. Who wants to get stuck in a 12 month contract? That is why I'm saying 3 stars, I don't like the 12 month membership contract concept. Other than that, it was a great experience, I am going back in a few weeks, but I will not get a membership.
Disappointed. I was a frequent customer at another location, but I will be canceling my membership after my first experience at this location this evening. After arriving, I was told that they had called me today (the day of the appointment) to cancel my appointment. The lady at the front desk then told me that they would not charge me for the evening. I didn't get a massage... Charge me? Are you kidding me? Do not go here! Try another location if you can. Massage Envy is a great business model, but this location is terrible.
I would give negative stars if I could. 6 months ago I called to cancel my membership because I was laid off from my job and needed the money more than massages. The woman I spoke with asked if I would like to pause my membership. I said yes, but I would need a call back before it got reinstated. She told me that was no problem and that was the end of that conversation. Cut to Friday (10/13/17) they've taken money from my account without calling me as I requested. I called and spoke with the assistant manager and told her I wasn't in a financial situation where I could keep my membership and I wanted to go ahead and cancel and get a refund. She told me that to get my refund I would need to pay for all five months that my membership was paused. She gave me a spiel about how I made an agreement when I put my membership on pause that I would pay back those five months. I explained that I made no such agreement and that if I had been informed of this fact 5 months ago, I would've just cancelled my membership then. I told her how upset I was and that I wouldn't accept that answer and she told me there was nothing she could do. I could cancel my membership and there would be no refund. Then she HUNG UP ON ME! I called back to speak with the manager and the manager told me there was nothing she could do and even if I called corporate, they would just send me back to that branch and they would tell me the same thing. The rudeness of those people is astounding and I'm out almost $60 when I desperately need that money. I will never go back to Massage Envy.
This is the most unprofessional business I have had the displeasure of dealing with. The manager, Lisa, does not return any calls, will not speak to you on the phone if she happens to be in when you call, which is very rare. I have tied unsuccessfully for over a month to cancel my membership. I even went to another location and they called on my behalf, and still was of no use. My last appointment was cancelled, but I was not notified until I walked in for the appointment. I was told the therapist I was scheduled with no longer worked there. It seems as if they would have scheduled with another therapist instead of cancelling the appointment. I will be happy once I finally get my cancellation papers, my refund, use up all my visits and be free of this business. So very disappointed.
I booked an appointment a month in advance and then when the week of my appointment came, I got called Tuesday late in the evening with an appointment reminder for a Wednesday appointment. I did not get this message until after this location was already closed for the day so I called first thing when they opened up to let them know my appointment is supposed to be for Thursday. I was told I did not cancel in accordance with the cancellation policy (even though my appointment was scheduled incorrectly). So I was told I will be charged for not cancelling in time even though it was a mistake in scheduling on their part. The staff was very unprofessional in speaking with them about this situation. I have been a member for more than 10 years and have never had such an unprofessional experience like this one.
Massage Envy Colonial Heights Southpark is a US Beauty Salon based in Colonial Heights, Virginia. Massage Envy Colonial Heights Southpark is located at 1909 Southpark Blvd, Colonial Heights, VA 23834, USA.
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