Massage Envy review: Rockwall, Texas location billed my card after I requested to cancel membership

I called the Rockwall, Texas Massage Envy location on October 9, 2023, to inquire about canceling and gifting my treatments. I was told that if I wanted to gift a treatment, I needed to do it before canceling. I don't recall anything being discussed about canceling, other than that I would have 60 days to use my credits.

I called on October 14 and set up the gift to my friend, then canceled my membership. The young woman I spoke with told me it was canceled.

On November 1, I saw that my credit card had been billed for another membership fee on October 20. I called and spoke with someone regarding yet another membership fee and was told that I never sent in a cancellation form. I had not been advised that I needed to submit a cancellation form - and then I was told that I could not get a refund because I had not submitted a cancellation form 10 days prior. She told me that I would need to discuss it with the manager. That was the first I had heard of that policy!

I called at least three more times and the manager, Alicia, was never in. I left messages, but she never bothered to return them. I reached out by email again on 11/10, asking for a manager to please call me. She responded on 11/11 by email and told me that my membership was canceled, but a refund would not be issued.

It is ridiculous to have to make multiple calls that never get returned and send emails that are on auto response. Additionally, had I been told in my FIRST phone call on October 9 that I needed to give a 10-day WRITTEN notice of cancellation, I would have done it. I did not want or need another treatment. I did NOT want to pay for another session.