Customers frustrated after Carson City massage business suddenly closes - KRNV My News 4

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Customers frustrated after Carson City massage business suddenly closes (SBG)

CARSON CITY, Nev. (News 4) —
Customers got quite the shock when they arrived for their massage appointments last month but found Massage Envy in Carson City closed.

“I drove up for my massage and they're gone. They're just gone and there's nothing there,” said Terry Rankin.

Rankin was a caretaker for her ailing parents and husband. It took a toll on her body. She said massage was critical to her health.

“Unbelievably important," Rankin said.

The same thing happened to Melanie Miller.

“I got out and went like this and went 'oh my God, it's empty,” she said.

Rankin said she first noticed something was going on after the first of the year. She said Massage Envy in Carson City was losing therapists and it was difficult to get an appointment. Then at the end of March, without warning, the doors were locked and the employees were gone.

“I didn't get a phone call, I didn't get a letter, I didn't get an e-mail,” Rankin said.

Massage Envy offers a yearly membership. Credit cards are charged monthly. Whatever massages are unused each month can be rolled over to the next month or even banked for future use.

Several clients have told News 4 that they’re upset the company charged them at the end of March, just before the doors closed.

“My card was charged the 21st and they filed papers with the Secretary of State on the 23rd to terminate the business as of March 31st,” Rankin said.

News 4 tried unsuccessfully to contact the Carson City franchisee owner Terri Osanna through calls, an email and even visited her Sparks home for an explanation.

The Massage Envy corporate office in Arizona said in a written statement they hope another franchisee will re-open the location in the near future. A spokesperson also said customers can go to another independently owned locations.

Customers say it’s not that easy.

“Well the closest when I ran Mapquest is 39 miles, and their contract says if you move more than 30 miles away you can cancel your contracts," said Rankin.

Customers said they’re each out hundreds of dollars.

Miller said she’s a marathon runner and massage is as important as her training. She had paid massages booked through June.

“I have at least three, possibly four massages that are already paid for that I can't use now. That's $180-$200 of my money they have,” said Miller. “I'm pretty sure when that money was taken out of my account a week prior, they knew and regardless, they allowed all of us to set up appointments so far into the future.”

Clients have filed complaints with the Better Business Bureau.

The state recommends you file a complaint with Nevada Consumer Affairs if you feel any business owes you money or didn’t provide a service.

Terry Rankin who is the former Nevada Commissioner of Insurance and a former attorney went a step further. She didn’t just complaint to Massage Envy.

“Last week I sent letters to them, copies to the [attorney general's] office, copy to the Arizona AG, copy to the Federal Trade Commission and my credit card company,” she said.

Customers hope to get their money back but at this point the company is not talking about returning customers’ money.

“I'm frustrated,” Miller said.

Message Envy's corporate office released the following statement to News 4:

We apologize for any inconvenience members of the Massage Envy franchise in Carson City have experienced due to the location’s unexpected closure on March 26, 2017. We are diligently working towards, and cautiously optimistic that, another franchisee will re-open the location in the near future, but we are unable to give an exact date for reopening at this time. We have communicated to members of the franchise location that their membership billing would be discontinued during the closure and they could continue using their membership services at another independently owned and operated Massage Envy location. Anyone who was billed in error or would like to utilize their services can contact Guest Relations at guestrelations@massageenvy.com or at 480-366-4100 (extension 1).​

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