Massage Envy
Reviews and Complaints

A few months ago, I went to Massage Envy in the Stamford, CT location, and signed up for a monthly subscription. During one of the treatments, I had an incident where the skin on my neck got bruised as if I had been experiencing second-degree burns. When I went back to talk about the situation, both the manager and the front desk person got very defensive, condescending and demeaning. There was never an apology offered for this. I've been trying to cancel the membership for a while, but instead they have me locked in until December, and continue charging my credit card each month.

I have enjoyed the expertise of massage therapists for over six years. Generally speaking, the service is good.

However, the tipping policy is distorted for members, which is disingenuous. I dispised dishonesty. As a member, I pay $65 per month to get a 50 minute massage, which they state is their one hour massage (50 minutes hands on).

Massage Envy has a recommended pricing schedule posted all over their facilities. They list the prices for services based on non-membership rates. There is a statement on the table to that affect, if you look close enough. Here is the problem I see. A "one hour" massage costs $180 for non-members, so their suggested tip is $36. If my monthly rate is $65 then 20% is $13. That is almost three times what I would tip with my monthly rate.

OK, monthly rates continue to rise. So, let's say that the monthly rate is $75, which would make the tip $15. There suggested! tip is still twice as high. That means that if a member tips at the recommended rate, they just tipped at nearly 50% I often tip about 20 for the one hour massage, so I am providing a very generous tip. But they want to give yhe impression that I am not, psychologically.

Instead of taking advantage if the opportunity to compare factual rates for members in an adjacent column they chose to play a psychological game with their clients.

The latest is that if you want to leave the tip on your credit card, you can now use Tippy, which they charge YOU a service fee, based on a percentage plus a small transaction fee, just for the privilege of leaving your therapist tip! I consider that a slap in the face after being a member for over a half decade. What a farce!

Therefore, I plan to terminate my membership as soon as I find a suitable competitor.

I have 65 credits with ME I have froze my account numerous times. I cannot buy product or turn it into gift certs. I now live in AZ where the nearest location is 90 minutes away. They will not help me not spend anymore money. I have to spend 20.00 per month or lose 4000.00. I am dealing with an office in Co but have also contacted headquarters. They have my money and want more. worst customer service ever.

As a member they can't get you in when it is convienent for the customer. When you try to cancel due to their failure to be able to schedule you they tell you need a doctor's note to cancel. Didn't need a doctor's note to join. Also was verbally abused by Celeste who works at the Harborview location in Suffolk VA. She was a not very good a customer relations. This whole facility needs to be shut down.

Message Envy is a scam.

My husband and I scheduled a couples massage, during the scheduling I was asked if we would be interested in signing up for a membership. I told the customer service rep that I would take a look at the contract and let them know after our appointment. After the appointment, we told them we were not interested in the monthly membership, paid for our service and left. A month later, I was charged $80 x 2 for the monthly membership. I have called the local shop and customer service 6 times with no resolution while the fees have come out for 3 months now. Massage Envy has taken $480 out of my account and not resolved this issue. They do not have a signed contract. They claim I agreed to the membership verbally over the phone, but I did not agree to entering into this membership.

november 28 2023; Provider Jill harassing my skill knowledge as a therapist.

December 3 2023; Provider Jill raised her hand to slap me in the hall in front of the tranquility room, cameras provided.

December 23, 2023; Provider Jill followed me into the room I was to use for the day and ridiculed me on how the room was set up, although it was set up prior to my entering it. She deliberately blocked my way so that I was forced to stay in that room until she was done telling me how to set up an essential oil bottle. All the while rudely seeking information on what my skill levels are.

December through March; Jill continued to share medical information with staff, guests, and clients, as she walked through the halls discussing such things. I asked Olivia to speak to her and nothing changed. I asked Jill to maintain her intakes and release while inside the closed door so that nobody else can overhear her speaking about each client's medical information.

Feb 19, 2024, I again asked Jill to stop breaching policies regarding HIPPA and she said she would consider it.

March 2, 2024, due to no change in any of the requests, I typed a letter to jill explaining to her that I would report these violations to corporate. And did infact email the owner regarding these issues.

Hello

My name is John C. Black and I have been a member of Massage Envy in Stockbridge Ga almost 10 years. I had a 3 pm appointment schedule for today 12/28/23 and had to call and cancel because of being Ill. I called around 12 and told the young lady that I was Not feeling good, had been coughing most of the night. She then rescheduled me but advised me that I would be charged for a session.

Being the Loyal customer that I am, that was unacceptable to me. I continued to pay my membership even through Covid. Not will to accept this kind of treatment and I am asking that my session be returned to my account

My email address is: [protected]@Charter.Net

Thank You

I called the Rockwall, Texas Massage Envy location on October 9, 2023, to inquire about canceling and gifting my treatments. I was told that if I wanted to gift a treatment, I needed to do it before canceling. I don't recall anything being discussed about canceling, other than that I would have 60 days to use my credits.

I called on October 14 and set up the gift to my friend, then canceled my membership. The young woman I spoke with told me it was canceled.

On November 1, I saw that my credit card had been billed for another membership fee on October 20. I called and spoke with someone regarding yet another membership fee and was told that I never sent in a cancellation form. I had not been advised that I needed to submit a cancellation form - and then I was told that I could not get a refund because I had not submitted a cancellation form 10 days prior. She told me that I would need to discuss it with the manager. That was the first I had heard of that policy!

I called at least three more times and the manager, Alicia, was never in. I left messages, but she never bothered to return them. I reached out by email again on 11/10, asking for a manager to please call me. She responded on 11/11 by email and told me that my membership was canceled, but a refund would not be issued.

It is ridiculous to have to make multiple calls that never get returned and send emails that are on auto response. Additionally, had I been told in my FIRST phone call on October 9 that I needed to give a 10-day WRITTEN notice of cancellation, I would have done it. I did not want or need another treatment. I did NOT want to pay for another session.

To Whom It May Concern,

I have been a member of Massage Envy when I lived in Mesa, Arizona. I moved to Texas in 2014 and have been a member since. As the years, have gone by and through various economic downfalls in our economy. My family noticed a decline in quality and management at this particular facility in Hudson, Oaks, Texas location. My entire family utilized various services throughout the years. After Covid the Hudson Oaks location continues to struggle in maintaining and fulfilling your company's mission with its customers. My main complaint for my family is not being able to cover appointments due to not having appropriate staffing. Canceling appointments due to illnesses and unable to meet my family appointment times due to no coverage or over booked. This has continued the last two years. So the location could not meet our timely needs on appointments requested. So after many years my family and I decided to close our membership. I had several credits on file due to not being able to be accomodated at I my times requested. I was ensured that I would be able to use my credits after closing my account. Which in turn we were deceived. I called yesterday and spoke with manager. She stated that was not the case due to expiration of time. This was never told to me as I had a very candid conversation with the appointment clerk in the location. The manager did state that she would look into it and never returned my call. I would like to be fully honored my credits for all of my year's commitment to this franchisee. We at one time enjoyed all the benefits that your company had to offer. We also considered coming back if the location near us could stabilize staffing and quality of therapist. If you looked into overturn in staffing it has been an on going problem at this location. Many friends of mine use this location and have verbalized the same types of complaints. I would appreciate your support and consideration to my complaint.

Sincerely,

Annabelle Doran

[protected]

Due to a death in the family I have accumulated 6 massages - and I want to transfer a few to friends.

Last time I had this situation in trying to transfer 5 extra massages to my family, Massage Envy waived the fees.

I have one $10 charge at this time.

Also you have changed the rules so that I can only transfer ONE massage every 30 days and only to the same person every 6 mths.

This makes no sense to me. I have paid for these massages - they are mine - and I should be able to transfer them to anyone anytime!

I am a long standing customer.

We had an monthly account with Massage Envy that I was not using. When I tried to use the massages that I have paid for that my account was closed. I have the copies of the $65.00 of the seven withdrawals taken out of our checking account for we scheduled the massages with their Altamonte Springs location [protected]) which were cancelled because we would not give them a new credit card. This is thievery and we want our money back for 4 sessions that we cannot use. My name is Dorothy Anne Blanchard and my cell number is [protected] and my email is [protected]@gmail.com.

Can we please get a resolution for I have all the copies of the Massage Envy deductions taken out of our account.

Anne Blanchard

I am writing with the hope of obtaining your assistance in reaching an amicable resolution to a disturbing dispute between one of your franchisees and me. I am a combat veteran, who suffers with serious service-connected disabilities. My treating physician suggested massage therapy as part of my treatment plan. Hence, I began receiving services from Massage Envy (ME) #0806, 3031 Festival Way, Waldorf, MD 20601, on January 26, 2012. I have been a dedicated customer for 11 years. Now, for whatever reason, the customer service at store #0806 has been deplorable. In fact, I have been subjected to several episodes in which my appointments were cancelled, yet I was still charged for services I did not receive.

To be clear: I have never sought an unreasonable time block; rather, they demand that I accept a time that is convenient – solely – for them. That is patently unfair and appears to be in contradiction of Maryland Consumer Protection Act.

As I understand, the store is unable to keep an adequate number of massage therapists and front desk personnel. Moreover, I have been informed that Relaxation Within, LLC has received PPP Loans to fill the very positions that remain vacant. As a result, the customers are suffering.

For example, on Sunday August 16, 2023, I went into the Waldorf location to get my appointments rescheduled. because five (5) of them ranging from July to September had been cancelled, with no attempt by ME to reschedule. I spoke with Ashley, and she stated that the books were full, and the new schedule would not be out until October. I informed her that several months appointments had been cancelled with NaKisha and Brittany even left the salon on my appointment day in May. I continued: I have 8 unused sessions that were not used because of cancellations or poor customer service, yet I was still charged. Ashley replied that there are a lot of members unable to get appointments. Then, shockingly, she stated there are other services you can get. At that point I asked to speak to the Gen Manager or the owner. I was told that neither was present, so I asked for their contact information and that was denied.

I asked Ashley about cancelling the contract and she stated that I “have 60 days” to use the sessions for which I have already paid. I stated, it is impossible to get one massage, so how can 9 sessions be used by October 15th. I feel as though I am being extorted.

I received a gift card from my grandson, I'm sure he thought it was a good idea. But if you're not a member you have to pay for an overpriced service. It would be $125.00 for a massage that I could get elsewhere for way less. They should have an introductory price to see if you would like their services. I didn't use Massage Envy yet because I think the non member fee is way to much.

Massage Envy, please advised on the following sistuation

I just visit your place of business 15422 NW 77th Ct, Suite B & C, Miami Lakes, FL [protected].The staff, and manager treatment should be noted by you the cororate office about this massage envy.

My name is William Harden my wife booked my services for a massage as father's day gift back June 18,2023. From that point moving forward, I sign up and requested that I have the same therapist while being under contract at your location at 15422 NW 77th Ct, Suite B & C, Miami Lakes, FL [protected]. So moving forward my wife never change the therapist who I requested, to perform the massages when booking at this location 15422 NW 77th Ct, Suite B & C, Miami Lakes, FL [protected]. Your staff behind the counter are extremely rude with there response's back to me (William Harden) your consumer's and, I qoute(YOUR WIFE BOOK THE MASSAGE YOU HAVE TO TAKE THAT UP WITH HER/ OR DO YOU WANT ME TO PLAY THE RECORDING) This should've been on file as the same massgae therapist regardless when my wife book at this location 15422 NW 77th Ct, Suite B & C, Miami Lakes, FL [protected]. This has been an awful representation of leadership and most of all great customer service. I also overheard staff telling the staff member at the front desk that he isn't rescheduling for his therapist I dont care he can use someone else. So I asked, for the original therapist, multiple times your staff refuse me the srevices of the therapist that was requested from being of the contract so I walked out of your business located at 15422 NW 77th Ct, Suite B & C, Miami Lakes, FL [protected].

Regardless of who place the appiontment you don't just change or give a paying consumer who's under contract what you feel is best, the same way your staff asked if you would care for sugar rub and etc.. have the same respect in that same reguard, upon setting appiontments with clarity if there's any changes outside of normal therapist. I don't feel the need to go back, and forwards about what is required on our resquest in this matter, all customers should be treated equally. This issue will be elevated to the BBB as I feel this treatment was completely uncalled for unacceptable in any service related industry. Please reach back out from your corporate office on this matter, thank you a very unhappy consumer.