By Keely Arthur, WRAL 5 On Your Side reporter
Durham, N.C. — During the coronavirus pandemic, many people paused on receiving personal care services like massages. But when one Durham customer recently returned to Massage Envy, she was told that not only had her account been canceled but all of her unused credits were gone too.
With skyrocketing gas prices, historically high inflation and returning to the office, Surbhi Anaeja said she needed some relaxation, and she knew exactly where to come.
"I've been a Massage Envy [customer] for about 10 years," said Anaeja.
She like, many, put off massages during most of the pandemic.
"You know, I didn't feel comfortable enough using their services," she said.
But she didn’t cancel her account and continued paying $70 each month, and she accrued 26 massage credits — about $1820 worth of massages. But when called to cash in, stress set in again.
"They were all gone suddenly, without any notification," said Anaeja.
Massage Envy told Anaeja that her account had expired and with it, so did the credits. The company claimed Anaeja's credit card on file expired.
Anaeja said she gets notifications from Massage Envy all the time including telling her they were raising rates but she never got any warning from the company about her account. So she sent them this email asking to reinstate her membership and her credits.
"They didn't really respond to me and the best resolution for them was just to start the membership again and start accumulating from scratch so one a month," said Anaeja.
5 On Your Side called Anaeja's Massave Envy in Durham at Renaissance Village and left a message and left a message. When they didn't call abck, 5 on Your Side called again and this time they answer but hung up when 5 On Your Side explained the reason for calling.
However, something still changed. Within two days, Anaeja got an email offering her all 26 credits if she re-upped.
A corporate spokesperson for Massage Envy said "any unused accrued sessions expire and are forfeited if not used wihtin 60 days of membership cancelation."
However, the spokesperson said the Massage Envy location Anaeja uses in Durham is locally owned and operated and "branches will work with members."
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Durham, N.C. — During the coronavirus pandemic, many people paused on receiving personal care services like massages. But when one Durham customer recently returned to Massage Envy, she was told that not only had her account been canceled but all of her unused credits were gone too.
With skyrocketing gas prices, historically high inflation and returning to the office, Surbhi Anaeja said she needed some relaxation, and she knew exactly where to come.
"I've been a Massage Envy [customer] for about 10 years," said Anaeja.
She like, many, put off massages during most of the pandemic.
"You know, I didn't feel comfortable enough using their services," she said.
But she didn’t cancel her account and continued paying $70 each month, and she accrued 26 massage credits — about $1820 worth of massages. But when called to cash in, stress set in again.
"They were all gone suddenly, without any notification," said Anaeja.
Massage Envy told Anaeja that her account had expired and with it, so did the credits. The company claimed Anaeja's credit card on file expired.
Anaeja said she gets notifications from Massage Envy all the time including telling her they were raising rates but she never got any warning from the company about her account. So she sent them this email asking to reinstate her membership and her credits.
"They didn't really respond to me and the best resolution for them was just to start the membership again and start accumulating from scratch so one a month," said Anaeja.
5 On Your Side called Anaeja's Massave Envy in Durham at Renaissance Village and left a message and left a message. When they didn't call abck, 5 on Your Side called again and this time they answer but hung up when 5 On Your Side explained the reason for calling.
However, something still changed. Within two days, Anaeja got an email offering her all 26 credits if she re-upped.
A corporate spokesperson for Massage Envy said "any unused accrued sessions expire and are forfeited if not used wihtin 60 days of membership cancelation."
However, the spokesperson said the Massage Envy location Anaeja uses in Durham is locally owned and operated and "branches will work with members."
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