Bend’s Massage Envy shuts down; customers charged for prepaid services

'It's really frustrating that you're unable to use your credits because you're unable to get in... it's been no contact from them.'

(Update: More comments from customers)

BEND, Ore. (KTVZ) -- Massage Envy off Highway 97 in northern Bend has suddenly closed its doors, leaving an unknown customers at a loss for hundreds of dollars for prepaid services.

Massage Envy emailed this message Wednesday to customers who inquired about refund options and the same message, dated Tuesday, was posted on its door:

"Massage Envy of Bend, part of a nationwide (business), opened for business in 2010 operating under a 10-year franchise agreement. In the fall of 2019 that agreement ended and we began negotiations with the Franchisor on another 10 year deal.

"In order to compete with other local business and be able to pay our employees what we felt they deserved, we asked for the ability to raise our price point to better align us with other Massage Envy locations across the country. Massage Envy of Bend had not raised prices in 5 years.

"Due to the raising living costs, raising wages, statutory paid sick time, and shortage of qualified employees, we felt the price increase was the only way for the location to stay viable. 

"While Massage Envy Franchising listened to our requests, ultimately, they would not allow us to make the changes we requested that would allow us to operate as it had the previous 10 years.

"With that said, it is with a heavy heart that we have decided to close our doors effective immediately. We want to thank the community for 10 great years of business and support. 

"Respectfully, 
Massage Envy of Bend "

Massage Envy says on its web page the business began in 2002 and has grown to more than 1.5 million members at 1,150 franchised locations across the country.

Former Bend Massage Envy therapist Kelly Meyers told NewsChannel 21 she worked at the Bend location for about 15 months and customers were continuously charged for services they did not receive.

Myers, who is still waiting for her final pay stub, said the business was having a hard time retaining staff and gave no notice of its closing.

"Months," Myers said. "I feel like it was a thing the whole time I worked here. It got worse the last six months, I believe. Less and less massage therapists want to work here. They don't pay a livable wage, so we had to get three jobs."

A Bend general contractor who opted to not disclose his identity says he's lost $720 from Massage Envy. He said he is regularly billed, but is unable to schedule any appointment services.

"They've continued to bill every month, $60 a month," he said. "That gives you one credit for a massage -- and then it's impossible to get in and get the services that you've been pre-paid for. So it's really frustrating that you're unable to use your credits, because you're unable to get in. Now that they've closed, it's been no contact from them."

The Oregon Department of Justice reported only one complaint, filed on Dec.23 last year, before the closure. The complaint notes massage services were purchased at a value of $135, but an inability to schedule appointments. The person who filed the complaint has yet to receive a refund or been contacted by headquarters.

A customer from Tumalo, who did not want to be identified, said she's been getting the run-around trying to get in contact with managers for a refund.

"A couple months ago, I started contacting the corporate office," she said. "I started contacting by email, by their online forms. I've left multiple phone call messages, I've called here, but you can't ever get anyone on here because their voicemail box is full. So you can call multiple times and absolutely get no person that can help you with anything, refunds or with scheduling." 

NewsChannel 21 has reached out to Massage Envy local managers and its corporate office for further comments, but has yet to hear back.