Just further customer service issues...sent an e-mail to Massage Envy as requested from the previous business response.
I received an e-mail a couple days later explaining that it was simply a bad match between me and my masseuse. They wanted a good time to call my phone and discuss further. I replied within an hour.
It's been a month and I've not received another e-mail or phone call. The poor communication just goes on and on.