Massage Envy
reviews and complaints

I went to get my first massage on May 15th 2023. The massage was uncomfortable therefore I switched massage therapists and went on a Saturday morning. I ended changing my mind on continuing to use massage envy. I told them twice in July saying I don't want this anymore. On August 15th at 2pm I received a notification "you spent $150 at massage envy" I called the 43rd and Ella location spoke to the manager she said i deleted your account I shouldn't receive anymore charges. I told her about how I told them twice I don't want this anymore since it was no use for me. She said I should call my bank for a refund I filed a dispute and massage envy denied my claim. After the manager told me to contact my bank I already contacted my lawyer she said this can be a civil lawsuit for fraud after I said I don't want the services anymore.

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 had a horrible experience with massage envy. They have canceled my appointments multiple times without notice they have double charged me and the customer service is rude and is unacceptable. The manager is very nasty and even went as far to tell me she is the HNIC. I called last Friday to tell them that I wanted to cancel my membership and they charged my card today. This is the second time that I’ve tried to find it with massage, envy, and experience that something needs to be done as soon as possible.

I have 32 credits with Massage Envy, and I was trying today to freeze my account with them for 6 months, not to pay any money during that time to them, but both the front clerk, and the office manager in Flagstaff, AZ told me that I cannot do that because I had been doing that for the last 3 or 4 years. What the 6 month freeze requires is that you don't pay anything for 6 months and on your 7th month you go back to paying the monthly amount.

I reason why I cannot go to Flagstaff, AZ, a 2 hr. Drive from my house, is due to health problems... and I would think that in 6 months time, I might be able to schedule some appointments but not now. I dont think I am asking for much. But the staff at the Flagstaff, AZ location refuse to work with me. I want either someone to investigate how if you have that much credits which equals to 2300.00, would not work with you... and if they don't work with you, then shouldn't you have the right to cancelled the contract and get your money back. If a business takes that much MONEY from a client's, is this even legal? Because this would be like a scam to me.

I realized that I did sign up for to be taken out from my bank account, but this was when my health was better and was able to schedule appointments for massages, but now I cannot be in a vehicle for 2 hours.

My solution to this, give me my $ back or my 6 months freeze with no $ coming out of bank acount... or rather make it a year freeze, no $ coming out of my account.

Thank you for your help and consideration in this matter, I really appreciate it.

Over several years, [protected], including Covid years, I continued my membership with Massage Envy in Madison Alabama. I dealt with all the freeze charges, all the limited services until we moved. I was supposed to be able to transfer my membership to a spa in my new area, Daphne AL. They owe me about $1100+ in services and now say they will not transfer credit until I renew my membership and pay for several months + the "freeze" fee. An atty for Massage Envy in Ohio even said they would extend this "opportunity" and waive the freeze. The Daphne franchise will not participate and says I must deal with the Madison franchise who will not respond. I have worked with an atty but am now told a lawsuit is only recourse.

My name is Yasmirr Greenhill and over the weekend 7/15, my boyfriend and I received a couples massage.

Upon check out I was told that my balance was $128. I handed her my card and the payment was submitted. I signed and received a copy of my receipt and tipped the ladies we serviced us.

On 7/16/23, I checked my bank account and noticed that there was another charge for $106 made payable to Massage Envy.

I called this morning on 7/17/2023, and the womna on the phone explained to me that they ran my card again to cover that $106 that was never mentioned to me at check out because I still have a copy of the receipt I received for the $128.

She continued on explaining that they ran the card again and the staff who helped me at checkout was new. Which is no excuse, I should have been informed and if there was a mixup someone should have immediately called me. You dont just run my card withoput my authorization and not say anything because "your staff is new". That is very unprofessional. Management did not handle this situation accordingly SOMEONE SHOULD have called me asap!

I was a member for around 10 years. I had recently tore both my rotator cuffs and I had to stop going for my massages. I had almost 10 accumulate and then I tried to let my wife use them they reused to let her have more than 1 of the messages. I then had to pay $20 month for 6 months to freeze the membership

And still wasn't able to use the messages. I then cancelled the membership and they charged me another month $70 saying they had to unfreeze my account in order to cancel membership. I stated that you are stealing my money for another 1 month service fee and not allowing me to use any of my 10 messages as my time to use was only 60 days. So I am out $120 for freeze $700 in messages and another $70 and didn't get any service out of it. Its really hard time right now with all this inflation and I recently had over $10k in medical bills for my shoulder injuries.

I’ve been a member for years and lately it’s been so difficult to schedule appointment with my preferred and even non preferred therapist . Currently I have a lot if credits more than a dozen. I wanted to cancel my membership but the policy says I have to use all these credits in 60 days. How am I able to schedule all these credits? I am just requesting to give me at least a year to use up all those credits.

I went by the office and put my account on freeze because I had an accident happen at work and I am out on workers comp then I called them yesterday to make sure they were not going to charge my account and they told me they would not charge my account because they saw the freeze paperwork they charged my account today and I do not have the money to be able to pay for a service that I cannot even use.

Booked what I thought was a prenatal massage for my wife at the Grayslake location at 2:30 on a Friday. Entered my email and phone in the site expecting to get some sort of confirmation. Nothing. Get a call from the store during work hours confirming the appt, but not clear that it was a call from a different store.

Wife shows up at Grayslake location only to be told the booking was at Pleasant Prairie location an hour before, which was not what I remember booking. I call Pleasant Prairie, and they tell me I'd made the appt here all along at that time, even though there was no email, no text, nothing to document my original booking.

Inconceivable that with online bookings you send out no receipt or booking confirmation and no flexibility with rescheduling the appointment or at least offering a partial refund.

Considering I've been given no record that I actually booked what you're claiming I booked, I expect a refund of what was charged on my account.

Awful massage and Awful Owner! I had a massage on memorial day on May 29, 2023 at 1:00 in the afternoon by Monica in the Allentown, PA Location off of Airport Road and it was beyond awful, I ended up crying afterward at the front checking out because I was beyond disappointed, all throughout my massage I wanted to leave the massage table but did not know if I would be charged. The manager, Alexia could not do anything but she still charged me anyway because she said she did not have authority without the owners say, so she emailed her that day. I called and left a message the following day... I called them again Wednesday morning and the excuse was we have not heard from the owner yet because she is an RN and has children. What makes me irate is this situation was not a priority and the owner just does not care about customer service. I have been an Esthetician for over two decades and I know good owners and managers would have handled this situation immediately if not within a few hours. The manager called me back later today and told me the owner said she could not compensate me or give me another massage on the house. What an awful owner and awful customer service! I am beyond disappointed and perplexed. This was a birthday and mothers day present.

We have been Massage Envy customers over 15 years. We started in Flower Mound TX. When they opened the one in Corinth we transferred our membership, we live in Denton have tried multiple times to move our membership to Denton. We went to the Corinth location and filled out the form's multiple times. We have called and have done everything we can do. Each time the manager is conveniently out and will get back to us. We have been utilizing the Denton location and they have tried unsuccessfully to move our membership. I finally got a hold of a manager in Corinth, and they tell me that my husband and I must cancel our membership and start over. I know this is not accurate as we can go to other locations. They know we have multiple credits and would not likely do that. Even if they were closer to us I had stopped going hence so many credits. They cannot keep help and the last 3 people we have spoken to lack either the authority or willingness to aid. The Denton locations has been kind enough not to charge us the $10 fee for using your membership elsewhere. This seems to be a result of either trying to inflate their membership numbers or a effort to ensure they keep some of the revenue.

I was on a monthly plan with Massage Envy and wanted to cancel. In order to retain your credits, you need to have 6 banked and to be on a freeze plus membership, paying around $20 a month. I noticed that I was getting charged again my regular monthly fee. I asked what happened. Apparently, you can only use freeze plus for 6 months before it unfreezes. I didn't know that so I spoke to the rep about getting reimbursed and then going back on the freeze account. She said she'd speak to her manager, then they would call. Weeks go by... Nothing. I get another monthly charge. I call to find out why the manager didn't call me back. They said they are out of the office for 2 weeks. I said there must be someone to call to get me back on the freeze plus. She said there are owners, but they are "silent owners" and I probably won't hear back. Are you serious? I've heard that it is ridiculous to get out of these memberships, and they are right.

My daughter was visiting me in Colorado Springs, CO on 5/17/23. She had just finished moving and wanted a massage. Because Massage Envy's website stated a 60 min massage was $85, and the Rockrimmon location was the only place we could find with availability, she booked an appointment. When she booked the appointment, she asked them to verify the cost - which they stated would be $85 - as indicated on the website. When she checked out to pay, they charged her $145 and told her it was because she had visited Massage Envy in another state. They did not ask her about this when she called to book the appointment; nor did they mention anything about being a member.

My daughter didn't even get a good massage (massage therapist wasn't good). I consider this to be false advertising. There are many other medical massage therapy establishments in Colorado Springs that don't charge $145 for a 60 minute massage.

This is misleading advertising!

I purchased 2 gift cards online in December of 22 for Christmas gifts. My boyfriend and I went to use the cards on April 18th 2023 and they said that we were not in the system. I have a receipt of where I paid in full for the gift cards. I paid a total of 175.00 and I would like to receive a full refund. I am trying to scan you the receipt but it want let me send due to you do not use pdf files for scanning. I do not have the formats that is required. Please give me a call at [protected] so that we can resolve this issue. Thank yoyu!

This is the second time I get an unsatisfactory massage at this location of Massage Envy. The first time I waited until the massage was over to complain and I was told I should have ended my massage early if I wasn’t satisfied. This time I ended my massage 10 minutes early because the masseuse was not using the correct pressure after two reminders. He also did not massage my lower back like I asked. I was later told that he could not massage my lower back because my preferences stated I did not want my Glutes massaged. I don’t think a reasonable person would realize they are excluding lower back area when saying they do not want their gluteal region massaged. If he was unable to massage the area I was requesting he should have brought that to my attention so I could make the adjustment to my profile. Instead he continued the massage and never massaged my lower back. I asked to end my massage early when he turned me over and I realized he was not going to massage my lower back. The manager told me she would look into it and then charged my account the full $60 rate without my consent. This is unethical behavior and I am very upset at the way I was treated.

Good morning,

My name is Alexandria Patterson and I’m having a problem with canceling my membership with your company. I’ve been a member since 2018 and I’ve only been able to book services with this company 5 times due to the online booking system not showing any available appointment times at multiple locations in the Chicago land area. I’ve spoken to customer service several times about this issue and no resolution has come about. I even asked about canceling my membership but was told there would be a cancellation fee (But why charge me a cancellation fee when I can’t book a appointment?) I originally open the account in Richmond, VA back in 2018 because I was there for work, but I soon returned home to Chicago and was told I could use this service anywhere I was at. Sadly, I’ve only been able to book an appointment 3 times in Chicago/ surrounding suburbs. If you check my account, you will see I have a lot of un-used hours, and I continue to pay the monthly fee even though I can’t book an appointment.

I would like to cancel my membership because it does not make sense to keep paying $75 per month on something I cannot use. I don’t think I should be charged to cancel my membership when I’ve already paid this company $4,500 within 5yrs and have only used the service 5 times. It would be greatly appreciated if you can help me with this issue.

Thank you and I look forward to chatting with you soon.

I have been a member of Massage Envy since 2019. I pay a monthly fee of $70 plus, however, I am unable to use it because there are no appointments available on a consistent basis. I have 10 1/2 credits that I cannot use at the Glen Burnie location and if I am able to use them at other locations, I have to pay an additional fee. I want to cancel my membership, but would not be able to use all of the credits within 60 days, due to the lack of available appointments. I want to cancel and get my money back for the credits I currently have. This is a scam, sham and shame. There are numerous complaints regarding this same issue. They are just taking peoples money knowing they cannot fulfill the commitment.

My daughter and I have been members at Massage Envy for years. With Covid and life we have several hours in the bank, and we find it impossible to make appointments or find a way to use those hours on a consistent basis.

I request appointments each time I go, and they tell me the schedule has not been set. I have a therapist that I want to see, and she gets new people instead of a consistent time with me. They will not schedule me with her.

I make phone calls and leave messages and they do not respond or get things changed correctly.

I was at the store in mid march and could not schedule anything in April, and then a week later, April is all scheduled out. I have tried to schedule my daughter for sometime, and there is nothing for April and they will not tell me when May scheduling is available. My therapist has no appointments. They offer no solution. I would love to know the system so that I can schedule appointments.