Massage Envy review: Credits on my account

To Whom It May Concern,

I have been a member of Massage Envy when I lived in Mesa, Arizona. I moved to Texas in 2014 and have been a member since. As the years, have gone by and through various economic downfalls in our economy. My family noticed a decline in quality and management at this particular facility in Hudson, Oaks, Texas location. My entire family utilized various services throughout the years. After Covid the Hudson Oaks location continues to struggle in maintaining and fulfilling your company's mission with its customers. My main complaint for my family is not being able to cover appointments due to not having appropriate staffing. Canceling appointments due to illnesses and unable to meet my family appointment times due to no coverage or over booked. This has continued the last two years. So the location could not meet our timely needs on appointments requested. So after many years my family and I decided to close our membership. I had several credits on file due to not being able to be accomodated at I my times requested. I was ensured that I would be able to use my credits after closing my account. Which in turn we were deceived. I called yesterday and spoke with manager. She stated that was not the case due to expiration of time. This was never told to me as I had a very candid conversation with the appointment clerk in the location. The manager did state that she would look into it and never returned my call. I would like to be fully honored my credits for all of my year's commitment to this franchisee. We at one time enjoyed all the benefits that your company had to offer. We also considered coming back if the location near us could stabilize staffing and quality of therapist. If you looked into overturn in staffing it has been an on going problem at this location. Many friends of mine use this location and have verbalized the same types of complaints. I would appreciate your support and consideration to my complaint.

Sincerely,

Annabelle Doran

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