Massage Envy review: Service not received - unable to schedule

I'm not able to schedule appointments at my local Massage Envy. I've accrued at least 17 unused hours. I cannot get a time on the calendar. As an example, I just checked every day on their calendar for morning or afternoon appointments, out as far as they schedule. There were 0 openings with any therapist.

Initially, I received services from them for about 5 years without a problem. I was happy with their services and referred people to them. Then the location I went to shut down and I moved to the only remaining location. Scheduling became difficult quickly. But after COVID it has, literally, become impossible.

My attempts to resolve this:
- I tried, multiple times, to find a time on their on-line calendar.
- I talked to staff for help with scheduling. They were friendly, but I still didn't get scheduled.
- I finally reached out to management to ask for some kind of resolution - since I was paying for a service I wasn't able to use. I received no response.
- After reaching out several times, I reached out to the corporate office. They said they would contact management. I never heard from them.
- The corporate office did say I could freeze my account (for a fee) to get caught up on my unused hours. But since there are no openings on the calendar, this is impossible to use.
- I reached back out to the corporate office, because they at least responded, 1 or 2 more times.
- Eventually, after extensive attempts, someone (I believe) from the local location connected with me. They asked if I would accept a "no-fee" freeze and offered to let me transfer some of the hours to others. Initially, they were going to charge me a fee for that - but agreed to waive it.
- I believe those hours expire if I cancel my membership.
- Today (19 Dec 21) I was going to transfer some hours over to a couple family members as guests. But, as I checked the calendar again and there are 0 openings through the end of January - I realized that they'd never be able to use those hours.