My complaint:
Good Afternoon,
I have been a member of Massage Envy for ten years. Recently, I had the most disturbing experience ever. I felt discriminated against and uncomfortable, and I was mistreated. I feel this whole ordeal was handled very unprofessionally and could have been done differently. This has me not wanting to go to any massage places, not knowing what has transpired, and leaving a feeling of uncertainty.
Since 2022, I have been scheduled with a young lady named AYU for months at Massage Envy located on Forest Dr., Columbia, S.C. Ayu has done massages for me, my husband, and our teenage son. Everything was great; she was an excellent therapist with a lot of guidance on how she does her work. This was important to me given my history of back problems and finding a great therapist meeting your needs and expectations is not easy. Around the holidays, a mutual friend of both mine and Ayu’s came to my home to visit. I told my friend that I have been going to see this therapist where she used to work, and she works wonders on my back and is excellent. My friend then realized that my therapist and her are good friends. They went to massage school together, and she commended Ayu on her work ethic and stated how she’d taught her a few techniques as well. The conversation was all positive things and accolades for the therapist, Ayu. My friend then called Ayu on FT, and I said Happy Holidays to Ayu while my friend and she talked briefly about what she was cooking and couldn’t believe we both knew her. That was the end of that. We laughed; it was a brief conversation without mentioning anything personal or offensive. This was the last time Ayu had done a massage on me. Following this incident, I could not book. Instead, I continued to get booked and canceled multiple times.
Since April of 2023, I have been consistently setting up appointments with Ayu through Massage Envy, and I continued to get cancellation emails with no reason as to why my appointments were being canceled. Not only was this my time wasted, but money also. I want to remind you that I’m being charged $70 monthly. To date, I now have six paid-up massages I have yet to be able to use. When I would call, they would rebook and apologize. This went on for a couple of months. A representative (Michael) finally told me that her modality had changed. Ayu was no longer doing deep tissue clients. This puzzled me, considering I told her not to do deep tissue when we started. So, I told the rep that I have never been a deep tissue client; why am I not able to book with her? I still was given the run-around on this. He suggested I go to Dasia because that is who Ayu recommends her clients to see. So finally, I reached out to Ayu via Facebook on June 14th; I said hello and that I had been trying to book her for months and kept being given the run-around. I reached out to find out if everything was OK to book her now (since I was also told she was on leave at one point). She stated that she was out but is back; however, her modality has changed. She is only doing it for teenagers and the elderly now due to energy balance. She says she spoke with the front desk, and they were not sure about switching her clients, and they will fit my needs accordingly. I thanked Ayu via Facebook messenger and stated if she ever starts back taking her old clients, please let me know because I prefer to have her. Fast forwarding a few months, I tried to book in July and August since I was told she’s returned and is accepting clients again.
A rep canceled my appointment, then told me in August after I had gone over the frustration of getting booked, then rebooked, and then being told multiple different things by several staff that the reason Ayu is not accepting is that she does not feel comfortable anymore with me and that this is her right respectfully so. I just wanted to know what was going on because I felt like it was discrimination. If I was never a deep pressure client, what is the issue? Did something happen I wasn’t made aware of, and why has this gone on so long now (it was months of this ongoing)? Getting booked, then rebooked, canceled, this happened to me over 4 times. I explained that this is not proper business etiquette, this is very unprofessional, and the fact I have been a faithful client now for ten years is very disturbing. So, they apologized and stated that I could not book with her because the therapist did not feel comfortable and that this was her personal choice. Ayu has not done my massage since our mutual friend called her from my home during the holidays, which I found odd.
Candice from corporate called me on August 24th, after I had voiced my concerns with Massage Envy and advised that I may seek legal action because they were taking my money, continuously misleading me with bookings, and never provided reasoning as to why my appointments were getting canceled without notice. When I explained to Candice the same, she was very hostile toward me and made me feel as if I was “harassing” Ayu. She made me feel “less than” as if I hadn’t been a long-time customer of Massage Envy for ten years now. Candise said I kept calling to book Ayu after I had been told that she did not want to book with me (she also mentioned me harassing the therapist at that point though no one had told me thus far what was going on or why I kept getting scheduled just to get rebooked). This had never been said to me until August, hence is why I was so confused as to what was going on. Had I known this months ago, I would have canceled my membership and taken my services elsewhere peacefully. Granted, I still would have been slightly confused, but Massage Envy still could have provided me with some type of resolution at that point. Or even refunded me the money I have now wasted on massages that I have not been successful in booking. Candice asked why I reached out to Ayu; she mentioned if I keep talking to her, then it can be perceived as harassment, and let’s not go there if there’s no reason to. When I tried reading the context communicated to Ayu, she cut me off, stating she’d already read it and Ayu does not want contact with me, nor does she want to go to any social gatherings. I was so lost simply because our context has never been hanging out on the outside. The relationship and boundaries have always been set crystal clear and strictly professional. I told Candice I understood and respected her thought process, but let’s keep things within the perspective of the actual scenario, as none of what she was trying to imply has ever occurred. I felt threatened, as if I had done something wrong, but clueless as to what was even happening. Trauma is behind all of this because I was spoken to as if I am not even a customer, which is disheartening. I stated that Ayu had told me she does work outside of the business; this is something we’d discussed previously, me going to her place of employment for massages (which never happened). So, at this point, I am not only confused about what is going on, but I am trying to understand this from every angle. If she was offended, why respond on Facebook? Why offer sessions outside of Massage Envy? Ayu could have stated something simple such as, please follow up with Massage Envy as I do not accept messages from clientele from the outside. Even when our mutual friend called her (which I had nothing to do with), Ayu was exceptionally nice, and we barely chatted. Candice mentioned perhaps she responded trying to be nice to me. I then stated respectfully, that if this woman indicates that I have done anything remotely wrong or offensive toward her, there is no way I would respond if what she is saying is true indeed.
The fact that I feel as if someone has fabricated a story about me, even tainted my name, and blocked me from ALL locations but still charging me monthly $70…none of this is okay for a business to conduct business this way, much less treat clients the way they have me. This has become messy and chaotic. I am unsure what is happening and why or how I deserve to be treated this way. I called another location today to try and book since it’s been two months later, and Michael (previous agent) stated no one is allowed to speak with me except corporate or GM (Candice and Jamie). When I asked how they are still charging me, but I cannot book-he mentioned that they were not supposed to charge and that I could get refunded but did not quote him.
This is so disturbing on so many levels. I want answers as well as my money back. This entire situation has been confusing and oddly weird, considering I am still lost as to what is happening here. I cannot book, but I have six paid-up massages from being booked time and time again to be rescheduled all over. This process has been extended, stressful, and highly exhausting. I know so many therapists because I get massages all the time and have been for years. So, with that said, the massage world is small. People know people, and it’s unethical to think we’d run into someone and not know them personally. I want answers, an apology, and my money back at this point.
Suggested solution:
I would like all of my money back along with the cancellation of my membership after 10 years.
