On May 27, 2009, I requested that my monthly membership account be frozen. I was told that this would be done for six months. Unfortunately, this did not occur. I am disappointed because of all the problems I’ve run into since then in attempt to resolve this matter. Things do not get resolved, although I am lead to believe they are.
I spoke with the manager on December 31, 2009. I explained that for six months my credit card account had monthly fees drafted that were supposed to have been frozen. The bank considered this an “Unauthorized Use” of my credit card. As a result, the bank closed that credit card account number and was going to peruse Massage Envy (Maumee, Ohio) for the return of the monies.
My communication with Massage Envy actually began on December 22, 2009 when I walked into the Maumee location to find out why these drafts had occurred. That night a message was left for the manager to contact me. I had to call back several times (on December 24, 26, and 28th), no manager. On December 31st I finally made contact. I was told that somehow their computer had undone the account freeze of May 27th on May 28, 2009. I informed the manager that the bank stated this was an unauthorized use of my bank account and they were going to come after them (Massage Envy) for the monies and had closed out my credit card.
As a result, the manager agreed to refund all six drafts and asked me if I wanted to continue with my membership. I told him that I was not to give Massage Envy my new account number because of their miss-use of my account and he agreed to discontinue my membership. I hung up the phone with the understanding that everything was resolved.
But seven months later in July, I received a phone call saying that Massage Envy needed my updated account information because they were unable to draft my monthly membership fee for July. When I returned the call, I asked to speak to the manager. I was told he was no longer the manager at the Maumee location and was connected with their current manager. She told me that the previous manager held a different position with Massage Envy, but not at this location. She spoke to me as though, I the consumer, was in the wrong for my actions and needed to comply. I explained what had previously occurred and wanted to know why, after all these months I had been contacted. I was informed that my account had been frozen for six months and that time was up (I’m assuming this means my account was frozen from December to June and then one month later, in July, the drafts started again; but not sure if this is correct). She said that I had to honor the contract and knew nothing about any prior problems (anything prior that had occurred was brushed off as irrelevant). She was to contact the former manager and then get back with me. I never heard back.
Weeks later, I received a call from an employee. Same thing, I needed to provide Massage Envy with my updated account information in order to draft my account that needed to occur. This employee knows all about the situation and yet this occurs (I spoke with her in December when the manager was not responding to my message).
On October 11, 2010, I called Massage Envy to confirm the manager’s contact information in order to begin filing complaints and was shocked with what I found. I was informed there was no such manager there. I asked who the manager was; the original manager I had dealt with in December and the employee who recently called me were the names given. I don’t know what is going on there, but if these two are the only managers, then why was I previously mislead?
Based on the numerous complaints for Massage Envy that I have read; my problem is not unique to this company. It is unfortunate that I graciously helped prevent Massage Envy from dealing with their consequences of having a bank come after them for the unauthorized use of my account. But by doing so, I am currently dealing with the unpleasant experience of Massage Envy’s unethical practices. My contract was broke by Massage Envy’s unauthorized use, not of my actions. I can not give them further access to new account information based on their history and what the bank said.
It is unfortunate that I am now filing complaints in attempt to seek help to resolve this matter. But after: (a) finding out yesterday who the managers really are, (b) the fact that both managers have known of this situation, and (c) because I am still experiencing problems - they keep causing (ex: the second freeze on my account ironically worked, but was not at my request). I am left with no choice.
I have learned an invaluable lesson; the only communication that can transpire between me and Massage Envy needs to be through written documentation. (Additionally, I have yet to speak of their $20 membership fee practices.)