Massage Envy

Here's the letter I tried to send to corporate, but they have virtually no locatable contact info. In fact, they tell you on their website that if you have feedback, to contact the location directly.

"I am cancelling my membership due to the most ridiculous charge that I have ever gotten. I've been a member for 18 months. I booked an appointment at 9:45 this morning for noon today, and, due to a doctor's appointment running over two hours (obviously unexpectedly), I had to cancel my appointment. I found out that same-day cancellations require a $20 charge. I asked, "Even though I booked the appointment 2 hours ago?" Yes. Apparently so. Seriously? How many calls did they get for an appointment over 2 hours during the same timeslot on a workday?? And, now I find out that there is NO WAY to contact corporate to give customer service feedback--no phone number, no email, no nothing. How do you expect to maintain the integrity of your brand, if you don't allow consumers to contact corporate to give feedback on individal franchises? Must be nice to work at corporate and hide behind a brick wall, thinking that everything is going just fine out there.



I am just irrate. And next, this is the best, you have to physically go into the location to cancel your membership. How wonderfully CONVENIENT!! I have to say that I've always received great massages and facials for the last 18 months, but pulling back the curtain on your policies is scary. Due to one cancellation for an appointment two hours after the appointment is made, there is no forgiveness. Even airlines allow 24 hours to make changes or cancellations, and they are going bankrupt.



I have NO idea if this will get to anyone who cares."