Massage Envy review: Unavailable services

I am writing with the hope of obtaining your assistance in reaching an amicable resolution to a disturbing dispute between one of your franchisees and me. I am a combat veteran, who suffers with serious service-connected disabilities. My treating physician suggested massage therapy as part of my treatment plan. Hence, I began receiving services from Massage Envy (ME) #0806, 3031 Festival Way, Waldorf, MD 20601, on January 26, 2012. I have been a dedicated customer for 11 years. Now, for whatever reason, the customer service at store #0806 has been deplorable. In fact, I have been subjected to several episodes in which my appointments were cancelled, yet I was still charged for services I did not receive.

To be clear: I have never sought an unreasonable time block; rather, they demand that I accept a time that is convenient – solely – for them. That is patently unfair and appears to be in contradiction of Maryland Consumer Protection Act.

As I understand, the store is unable to keep an adequate number of massage therapists and front desk personnel. Moreover, I have been informed that Relaxation Within, LLC has received PPP Loans to fill the very positions that remain vacant. As a result, the customers are suffering.

For example, on Sunday August 16, 2023, I went into the Waldorf location to get my appointments rescheduled. because five (5) of them ranging from July to September had been cancelled, with no attempt by ME to reschedule. I spoke with Ashley, and she stated that the books were full, and the new schedule would not be out until October. I informed her that several months appointments had been cancelled with NaKisha and Brittany even left the salon on my appointment day in May. I continued: I have 8 unused sessions that were not used because of cancellations or poor customer service, yet I was still charged. Ashley replied that there are a lot of members unable to get appointments. Then, shockingly, she stated there are other services you can get. At that point I asked to speak to the Gen Manager or the owner. I was told that neither was present, so I asked for their contact information and that was denied.

I asked Ashley about cancelling the contract and she stated that I “have 60 days” to use the sessions for which I have already paid. I stated, it is impossible to get one massage, so how can 9 sessions be used by October 15th. I feel as though I am being extorted.