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  • Tracy was perhaps best massage therapist I have ever had. I bought a "membership" because I wanted to keep using her on a regular basis. I recently moved and there are no ME near where I was moving so I called to cancel my membership - I still had 6 hours/sessions left. She told me it was cancelled and I needed to use the remaining sessions withing 30 days or I would lose them. It was a few hundred dollars I paid for services, and I asked if I could use them within a year as I would be visiting often. She said she would have her manager call to discuss. I never heard back, so I called them a month later after I saw dues come out again. They told me my membership was not cancelled, that I never put anything in writing! I got verbal confirmation on the phone, and it even said it in my phone notes I requested cancellation but since I never signed in person they did not cancel it (btw they never even asked me to come in to sign anything). I went in to speak to the manager the week of my move and got the robotic "that is our policy" answer over and over without trying to correct anything or even take the last charge off. It was also explained that those 6 prepaid massages had to be used withing 30 days of cancellation. To me, a gym membership you pay for the facilities and if you don't use them that is your fault. However, if you prepay for someone's services and have not used them I liken that to a gift card - it should not expire if you did not take their time or services. As with anywhere with exceptionally poor service, they kept telling me that it is "policy" and would not work with me while offering no good explanation. Part of this falls on me for falling for the scam of recurring monthly charges so many places try to get you to sign up for; that was my stupid mistake. I would recommend Tracy as a therapist but will never go near a massage envy again as their "policies" trump logical customer service - especially considering I spent over $1,000 at various locations over two years.
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