Massage Envy — Local services in Kennewick

Massage Envy in Kennewick has terrible customer service and by phone verbally admitted that they have issues in their handling of billing and freezes, but are still refusing to correct this issue and believe it's ok to pick and choose when and when not to charge people for memberships. I am not the only person who has had billing issues per reviews I have read and this is the SECOND time I have had billing issues with them surrounding a freeze.

I spoke with 4 people at the local branch and they all refuse to issue a refund when there was absolutely no reason they should have not charged for 2 months and then just decided to charge without warning in November. One person even refused to speak with me because she "didn't want to get in the middle of it." ...

I talked with people at the regional/ corporate office in Arizona twice now and the first time I was told a Kennewick Franchise manager or owner would be in touch to correct the problem within 48 hours /2 business days. That was last Friday. Never got a call back and I had to call the number at regional/corporate office on Thursday and got another call back stating I'd get a call back in 48 hours. This time I did get a call back (this evening) and almost 2 weeks after the charge, but was yet again refused a refund.

I've now left a message at the corporate/regional number in Arizona again, as I was told if the local branch wouldn't correct it to call them back and they would handle it directly. Let's see if they honor that promise since all others have not been.

When I filed the One Month Freeze request, I was advised that my membership ended in September. No one mentioned a cancellation form on a the phone when discussing the Freeze and end of membership.

The paperwork said freeze from 8/26-9/26.

All previous charges show up on the 29/30th of every month.

I have paperwork copies of all the above.

That being said, If I was going to be charged I should have been charged 9/29 or 9/30. As the dates on the paperwork show that the Freeze lifted on 9/26.

Instead ... they did not charge in September or in October. But instead chose to charge without notice and without any dates supporting the charge, in November.

I wonder how many people out there would be ok with this behavior from a business if it...

I have been to many spas in my life. I decided to become a member there a couple of years ago. Most of the time my experience had been good. Kristen and Mercedes are great employees there. I decided to end my membership for personal reasons. I had 5 or 6 credits to use within 60 days! I got most of them used. My point is, I feel like this place intentionally doesn’t tell you about little up charges when you go to use your credits. Management and the front desk employees tell you...well it states clearly in the fine print that there is a charge. The last day to use my credits, yesterday, I was charged for the upcharge ($22) that I didn’t know going in. I mean...how many of us really read the fine print of all the brochures? I said okay on that charge. So when I went home, I looked at my online banking....Massage Envy charged another charge of $23. So I call them. Manager calls me back and says there was a “glitch” in the system...then she says I was dbl charged. If I was dbl charged then why wasn’t it $22? I would have understood that! That made sense. But not the different amount. Someone want a little something on the side?? I just had a really uneasy feeling about the way they do business. The management there has a condescending attitude towards their clients. I experienced it when I went in to cancel my membership and today when they called back. My advice to anyone going there...read the fine print! Because they won’t tell you all the costs. I would have been fine with them being upfront with me but they weren’t. Probably won’t ever go there again. Nouveau is much classier and they offer alot more services. Beware at...

DO NOT GO HERE. Please see my previous History, and you will see that I love giving good reviews, and go out of my way to always talk businesses up. I never leave bad reviews unless the service was truly terrible.

I signed up for a 6 month contract. I used 4 out of the 6 visits. The last visit was today and it was the last straw for me.

Pain: I have arthritis in my back and this not only offers no relief, but at times seems to make it worse.

TIME THEFT: I have paid for three 60 minute massages, and one 90 minute massage. All massages ended 10-15 minutes early.

My most recent massage, today, I only received a 45 minute massage. On top of that, he was sitting down the entire time, yawning on my back, and petting me, not giving me an actual massage. Though I had asked him for more pressure.

I asked to speak to a manager, bringing up the time theft in every visit, (which I had mentioned in this google review from my very first visit) It was escalated to the regional manager, who refused to find a resolution for this issue, or cancel my contract.

When asked for the contact information for customer care/resolution, she told me to google headquarters me self. I remained polite the entire conversation. I do not believe in raising my voice or causing scenes. The regional/district manager was beyond rude and went out of her way to be unhelpful the entire time though.

DO NOT GO HERE. They steal your money, and customer service is...