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2.7

Today I went into Massage Envy in Petaluma, CA for a massage and it was very good (not my complaint). As a result of below, I cancelled my membership.

My complaint is that as I was leaving and checking into my hours, Kristin at the front desk advised I used my hours all up, and since my renewal is to expire next month.....I would need to renew because 9/22/16 the new rate for a new client goes to $75.00, but since I am grandfather in, my rate would increase to $69.99. I questioned what does 'grandfathered 'mean since on my last discussion at the front desk which was in August, I was told by them and previously by Kristin at another time (May 2016) that once I am grandfathered my rate would always be at $59.99. Obviously this was never true..... I wish I had this in writing because I am not making this up. I do not trust Massage Envy and will never recommend anyone to sign an agreement at this business. This was not an honest statement that either the front desk or Kristin had led me to believe.

Her explanation on the rate change was because many new things will be happening at Massage Envy???????

Reason of review: Not as described/ advertised.

Massage Envy Pros: Clean and inviting facility.

Massage Envy Cons: Absurd membership contract, Canceled last minute twice.

Location: Petaluma, California

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I was also shocked to see the price increase so much. I have been with Massage Envy for more than 5 years and have seen the price go up slightly once.

I was never notified of the price increase and had asked to have my account frozen 2 months ago. They were supposed to call me to confirm, but never did.

I don't know how this is legal to charge a customer more than they had agreed to and never inform them of the rate increase. Had I known I would have cancelled my membership before being charged.

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