Bottom line- they are fine with taking your money and not rendering proper service. Each facility seems to implement various policies, none of which are consistent. There seems to be no way to contact corporate to make a proper complaint as a customer. I currently have 9 credits to use, which is about 500.00 worth of money I've already paid. Probably lost. User's recommendation: Stay away from membership at Massage Envy. It's a money hole.