Massage Envy

I am a member at the*** Rd location in Raleigh. My account was supposed to be frozen and was billed in error. The location refuses to refund.
This location does not follow it's stated practices and promises. I spoke to the VP last fall and was assured that my account would remain frozen due to my ongoing medical issues until I was able to reactivate my membership and use my remaining 2.5 credits at which time I would cancel my membership. I learned today that the monthly billing continued to occur and I continued to accrue new sessions which I cannot use. I now have 7.5 sessions, 5 of which were billed fraudulently. I'm now told that I cannot have a refund and that my account is suspended and that I would have to PAY to reinstate it and use those sessions. I cannot use those sessions at all as I am high risk and must stay at home during the pandemic. This company has billed me without my permission and in violation of our agreement.

Membership Cancellation Problems
I signed up for a membership in March and was told by the person verbally at that time, if I decided to cancel anytime, I could. All that I had to do was show up in person and cancel and I would not continue to be billed. I attempted to do this,and could not complete because of Massage Envy shutting down due to the Covid-19 restrictions. I let this location and Corporate know by email of my cancellation status. I was contacted by customer service about the issue of charging my card and again trying to confirm the cancellation. I continued to decline the pause they were trying to enforce, I was pretty clear I was not interested in a pause; all I was interested in was a cancellation. I was directed by the Corporate office guest relations, I would hear back from the manager from the direct location. *** contacted me by text about keeping my membership active, and I responded with NO. Well, I received an alert this morning that my card was charged again by Massage Envy. I immediately contacted the store manager *** and was told explicitly I could not cancel unless two circumstances were met. 1- Doctor note or 2- move 25 miles or more from a location.
I am appalled of the attitude of this business to keep CASHING in on appointments I can not make. The nerve of diverging my personal medical information, to end what I haven't used. I have only had 1 service under the gift card I received. I have not received any services after the 1st payment you drafted at the end of March. This is so inappropriate in so many ways, thinking it is reasonable and ok that someone of high risk, like myself, would be willing to risk someone putting their hands on my body or not respecting a safe distance. I no longer respect your company as a reputable business. You are preying on the current climate of unsafe practices. I am curious how the media would view this.

Management is actively deceptive.
I received a treatment at this Massage Envy in late summer and the cashier applied my monthly credits to my treatment without asking me first. I was in a rush so I didn't have time to undo it; I called a few days later to speak to a manager because I felt this was wrong and bad service. She told me that it's Massage Envy policy to do that and that I wouldn't be refunded until I came out of pocket for the difference. I consulted not only with several friends with memberships but a manager at a different facility in the same area, all of whom told me that you are always supposed to be asked before credits are applied. I moved not long after about 35 minutes away from this clinic and found one close to home, and asked to be changed to the new facility. The manger claimed to me that the new clinic has to do it. The manager at the new clinic informed me that's completely incorrect and said they would contact the manager at *** to have it done. Now apparently it was not only never done, but *** has my billing information still, and they sent me an email to get a new card number. I asked why they were contacting me as they are not supposed to be my clinic any longer and was told that I can't move clinics within the state, which is almost certainly another lie. I asked for my whole membership to be canceled, and they are refusing saying my initial term is until June, which I did agree to *before all of the deceptive business practices and attempts at fraud.I just want my membership canceled, it's ruined the entire franchise for me.

Cancelled membership on 10-1-19 and they continued to bill my credit card. Complained in person 4 times and refused to refund saying manager was not
available. Charged my card again on 10-28-19 for $65.00.

Illegal billing while membership on medical hold. Refusal of manager to call me back. Refusal of business to refund the illegal charges.
My membership has been on a medical hold. My credit card was charged for three months accruing additional sessions I cannot use. I contacted the business and was told that I would need to give them an updated credit card for a refund as the card they had on file expired in August. I refused as they had charged me successfully in September. The card has now been canceled entirely after 13 years of card membership as this is the only way I could prevent this business from continuing to charge me illegally. Now I want my money back. In a paper check. Now. And I also want my banked sessions refunded as I don't trust this business with my credit card or with my money. I have not received a call back from the manager. When I called today the person answering the phone stated that the manager said they had called me and left me a message. That is a lie. There has been no call and no message.

I believe I may have been overcharged for many of my ME visits. The store manager refuses to provide me with a list of my charges so I can verify them
I believe I may have been overcharged for many of my ME visits. I made two requests for a list of my charges so I could determine if this is the case. The last request was almost a week ago with the current store manager, ***. To date, she has refused to provide me with a list of my charges so I can verify their accuracy.

I purchased a membership at this location about 5 years ago, and have had very good experiences with my massage therapists. Often, when I come out after my appointment to pay, I have been asked if I would like to "push through" my monthly membership charge and I have routinely said yes. This came up at my most recent appointment last week. Before this was done, I was told the charge for my 90-minute appointment would be $68. After the charge was pushed through, I was told the charge for the same appointment would be $65+$23, or $88. The cost for the same appointment was $23 more.

I normally schedule two 90-minute appointments each month. With my membership, I was told I would receive the second appointment each month for a reduced rate. Because of the way this store and manager have refused my request for a listing of my charges, I am suspicious that I have not been charged correctly.

I initially asked for a list of my ME charges for the last 6 months, but after my experience with ***, the current store manager, I am now requesting a full reconciliation of everything I have been charged since I started my membership. I want to make sure that all of these offers to "push thru" my monthly billing a few days early, which I have been getting since my membership began, have still resulted in my getting the discounted appointments I was promised when I joined.

Receptionist told me that a massage session would be $55 but told me that it'd be $95 AFTER massage session was done. Manager didn't correct it.
I made an appointment for a massage at this location and the receptionist told me the price would be $55. After I got the massage, both manager and the receptionist told me that the price would be $95 due to the error caused by them. However, they insist that I had to pay $95 and was not willing to correct their mistake. I will provide my receipt and more details if required.