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1.8 557 Reviews

Massage Envy Complaints Summary

115 Resolved
440 Unresolved
Our verdict: When using services from Massage Envy with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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Massage Envy reviews & complaints 557

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J
5:07 pm EST
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Massage Envy Charged for services not rendured.

I have been a member of Massage Envy since June 2nd 2018.
During the epidemic outbreak of Covid my account was put on a freeze May of 2021. I had a credit of 6 sessions ($360) on my account at that time.
Massage Envy started to charge my credit card again Sept and Oct of 2021.
On Dec 21st I found out that my location was just closed their doors with no advance notice to any of their members. I have filed a dispute with my credit card company.
I contacted another location, which is the same owner, and was told by a gentleman named Edward (front desk employee) that they cannot credit me, cannot give me a gift card for my account balance. He said that reimbursements are not offered by Massage Envy. The only way I could use my credits is to sign a year contract with another location. Then I could use my credits, but would have to continue auto payments for the year before I could cancel.

Desired outcome: Credit my credit card - Or offer Gift Cards for my account balance.

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5:47 pm EST
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Massage Envy Service not received - unable to schedule

I'm not able to schedule appointments at my local Massage Envy. I've accrued at least 17 unused hours. I cannot get a time on the calendar. As an example, I just checked every day on their calendar for morning or afternoon appointments, out as far as they schedule. There were 0 openings with any therapist.

Initially, I received services from them for about 5 years without a problem. I was happy with their services and referred people to them. Then the location I went to shut down and I moved to the only remaining location. Scheduling became difficult quickly. But after COVID it has, literally, become impossible.

My attempts to resolve this:
- I tried, multiple times, to find a time on their on-line calendar.
- I talked to staff for help with scheduling. They were friendly, but I still didn't get scheduled.
- I finally reached out to management to ask for some kind of resolution - since I was paying for a service I wasn't able to use. I received no response.
- After reaching out several times, I reached out to the corporate office. They said they would contact management. I never heard from them.
- The corporate office did say I could freeze my account (for a fee) to get caught up on my unused hours. But since there are no openings on the calendar, this is impossible to use.
- I reached back out to the corporate office, because they at least responded, 1 or 2 more times.
- Eventually, after extensive attempts, someone (I believe) from the local location connected with me. They asked if I would accept a "no-fee" freeze and offered to let me transfer some of the hours to others. Initially, they were going to charge me a fee for that - but agreed to waive it.
- I believe those hours expire if I cancel my membership.
- Today (19 Dec 21) I was going to transfer some hours over to a couple family members as guests. But, as I checked the calendar again and there are 0 openings through the end of January - I realized that they'd never be able to use those hours.

Desired outcome: I'd like to receive a refund for my unused hours and freeze fees. I believe they are in breach of their contract by receiving payment but not making their services available.

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9:03 am EST

Massage Envy Charging me for a service monthly that I can’t get.

I currently have 5 credits on my account that I have had for years that I am unable to use because there are never appointments available. I finally got one for next month and then received a call that the therapist was injured and would not be back by then. I understand staff shortages so I asked them to stop charging me for the service until I can get appointments and use the credits I already have. I was told that I'd have to pay $10 a month to freeze my account or I could put a hold on it for free but cannot use it when it's on hold. Why should I be charged or unable to use my credits because you can't provide me the service I pay for monthly. I have called corporate to just cancel my account but I want to be refunded for the 5 massages I haven't been able to use.

Desired outcome: Appointments or cancel with full refund

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2:32 am EST

Massage Envy Cancellation

They will make unknown charges to your card and then tell you its in the contract you should know.

I began my membership shortly before COVID 19 began spreading last year and for safety reasons did not want to schedule an appointment until I was fully vaccinated. I had not been to the location in over a year and have 18 sessions.

Since I had so many I wanted to use the gifting feature, but did not remember how it worked. I told the associate please explain to me if you have a way to gift a massage and how that would work. She told me all I had to do was give the phone number of the person and they would transfer a benefit to her.

When I looked at my credit card statement I saw an unknown $20 from massage envy. I called a Massage Envy Associate and asked what the charge was for. She told me when I gifted two benefits they charged $10 for each I told her I had not asked to gift two benefits, and secondly I was not told me there was a $20 charge for gifting benefits. Her reply was "I should know because it was on my contract. "

When I talked to the manager, she also told me I should know because it was in my contract.

I was then forwarded to Mellissa the Operations Manager who also told me that everythings in the contract.

So in summary Massage Envy members can not expect the associates to explain the terms and policies that will create charges on their credit cards, they need to reread the contract.

I was yelled at and talked over and called abusive because I

1) asked about a unknown charge on my credit card from Massage Envy

2) and expected a refund if I was given incomplete information.

She told me she would cancel the gift to the person if I wanted the $20 fee refunded. Which I told her was completely award and force me to accept a charge I did not approve and you did not tell me about.

When I asked if there was anyone else above her to complain about this locations business practices she told me no. I couldnt believe she was the highest person in the entire franchise that could hear my issue. She then said she felt harrassed and abused and did not want to discuss this any further. She left a voicemail the next day she was cancelling my membership and that I the police would be called if I came to the location. The website said I had a problem with my membership and to contact my membership location. I had 18 massage that I could not use because Melissa would not allow me to even use them at other locations. I disputed the 18 charges on my card and they said the charges were made too long ago so they ruled in Massage Envy favor. I contacted the attorney general of Ohio. The district manager lied about the nature of our phone conversation and did not show in the contract where they could unilaterally cancel my membership and not allow me to use my benefits.

Desired outcome: Refund of my membership fees

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5:58 pm EST

Massage Envy Membership cancellation

I obtained membership at the Azusa, CA massage envy office location on Foothill Blvd. I have been trying to cancel my membership since early 2020 prior to COVID. The azusa location has since been shut down and membership has been transferred to the Monrovia, CA Massage Envy Location. I called the Monrovia location on or about the month of July 2021 and spoke to the manager to inform him that I have been requesting cancellation since early 2020 but then COVID hit and everything just sort of fell through the cracks. In my conversation with the manager, I asked him cancel the membership and refund the fees paid up to July. He indicated that he could only refund 3 months which given the circumstances I thought it was acceptable. However, I continue to see $60.00 monthly membership fees being deducted from my account. I called today and spoke to Vanesia, Rick the manager was not in. she said she would refund me Nov fees and would speak to Rick the next day. I would like to see his through.

Note : Email dated 7/15/2021 - sent to [protected]@massageenvy.com to request cancellation

on 7/16 I received a response from Massage Envy Service desk email requesting the membership phone #

on 7/22 - response to the service desk email sent with phone # listed on account.

After my reply on 7/22, I have not heard anything but continue to see charges on my account.

$60.00 fees charged since January 2021, before Jan no fees charged I am assuming due to COVID since everything was at a standstill. The last fee for 2020 was in April.

Desired outcome: Cancel my membership and refund me all the 2021 fees totaling $660.00

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11:32 am EST

Massage Envy Other - Refund/ Cancel membership

I was a member for a while with Massage Envy Tracy, California. When I started IVF in I had my account on freeze which was honored, I miscarried and moved and went through another IVE so I requested an extension of the freeze, I already have 9 credits unused with them at this point. I moved to a place where there is no massage envy and I cannot use there services because I am pregnant. then Covid hit. In February 2021, they opened again but I was going through another IVF I called them ask for another freeze. I was on the impression that with the phone call they will do a freeze but then they started charging me in May 2020 all the way to this month. I called and asked for refund, because I the charges weren't authorized and two I am again pregnant. I wont be able to use there services even if I want to and they denied claiming I know I was being charged and I did not submit a form they never told me to sign for a freeze. To add to the insult, I was told that if I will cancel, I only have 60 days to use the unused 16 credits ($975 value).

Desired outcome: Refund of the the last 7 months charges

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12:23 pm EST
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Massage Envy Refund

I am James E. McCormick, former address, 2348 New Salem Highway, Murfreesboro, TN 37128. Present address is 208 Shady Hollow Road, Dickson, TN 37055.
I had a membership for ONE (1) year, did not get to use each visit due to covid 19, I have tried to canacel this membership PAYING FOR THE FULL YEAR, without success. I have requested this 4 to 5 times, being told it would be cancelec, BUT IT HAS NOT AS OF THIS DATE.
I want a full refund for the payments charged to my credit card for pyments beyond the ONE (1) year I signed for.
I have contacted Consumer Affairs with the State of Tennessee concerning this matter and I have all the information to file with them. I am requesting a refund for all payments beyond the first year, OR, I will continue with the process with the State of Tennessee. I request you attention concerning this matter ASAP.

James E. McCormick
11/17/2021

Desired outcome: REFUND

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10:10 pm EST
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Massage Envy Services agreement

I signed up for a services agreement with massage envy where massage envy would automatically bill me monthly and I would receive reduced costs services. SIX MONTHS later and they still have no availability for services and yet refuse to stop billing me. Like the six months of fees that they STOLE from me wasn't enough. Absolutely criminal. With zero resolution with massage envy directly, I googled to see if anybody else was having this problem and these posts are everywhere. Tons of massage envy locations all over the country with the exact same complaints and issues.

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9:02 pm EST

Massage Envy Massage envy clackamas or

Today 11/8/21 time of massage 2:00 I had an hour massage at the Clackamas Massage Envy she massage my neck poked my quads with the top of her fingers and at that point she asked me to turn over I asked aren't you going to massage my legs arms and feet and she said that was a weird request and its not in a LMT practice I kind of giggled because I thought she was joking never touching my feet or lower leg she told my I had 30 minutes left I told her it was an hour massage she replied I had went to the bathroom I had but I got in the room at 2 minutes after my time because she was running behind she didn't walk into the room until 10 after she proceeded to tell me I had 35 minutes and she couldn't do the math I was so very angry when I got off that table not only did it take me forever to get in it was the worst massage that I have ever had I can hardly find time for my self because I take care of my son that has a traumatic brain injury the money comes out of my Husband account every and I have only been able to get in 3 times the last 11 months, thank you for your time Christina Reed LMT

Desired outcome: I think she needs to have a massage so she knows what its like and she should know her audience before she starts talking

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6:18 pm EST

Massage Envy Acured session

Massage Envy Briargate honestly think something needs to be done about the practices of Massage Envy franchises. Have misleading business practices, but there appears to be unprofessionally and unethical. I feel that when a customer signs a contract, they feel they can treat you anyway they want. If I knew then what I know now... I paid a total of 8 months. And have the right to cancel appointments any time they want. I can cancel play by their rules and follow the [censored] cancelation process bit if they keep charging you just cancel the card and file a complaint with the BBB. Unreasonable. After condescending and unprofessionising of staff. Fine upper management info. I found it. The franchise owners that I thought might be over the location I went to - they were not, As November 4, 2021 cancel my membership

Desired outcome: My money back after support last year pendamic

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Update by christina gomez Fast
Nov 08, 2021 6:30 pm EST

For 10 years. Supported this company for 10 years.
And paid and support the through the pandamic
Very professional.
Worst company Ever in my life

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2:31 pm EDT
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Massage Envy Massage Envy Acct.

I am attempting to cancel this membership. I called back in August 2021 after contracting COVID to cancel this membership, the membership should have been cancelled then. I was charged for Aug, Sep, and October. The customer service is awful as well as the service. I have attempted to contact Massage Envy's customer service and of course left several messages, a whole two weeks later no-one has contacted me. The customer serviced is awful and the services are definitely not worth the money.

Desired outcome: CANCEL MY CONTRACT

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1:08 pm EDT

Massage Envy Account was accidentally canceled

Good afternoon. My name is Joseph Cover and I've been a member with massage envy for over six years. With the confusion going on from a stolen credit card my assistant accidentally canceled my account a few months ago. I was calling up to find out please reinstate my account. Again I've been with you guys for six years. They told me I had to drive over to the office to reinstate which I said no problem but then they told me I had to reinstate myself at the current monthly prices. No I don't know where you're from but where I'm from when somebody gives you six years of membership and commitment and loyalty to you when something happens Like this it's usually the right move to do right by the customer

Desired outcome: Please reinstate my membership at the $50 per month that I signed up for six years ago

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9:35 am EDT

Massage Envy Charges on my credit card that I did not approve.

I called the Massage Envy this morning (10/07/2021).in reference to charges on my account. I have charges on my credit card that I did not approve. One is for $25.00 on Sept. 30, 2021 and $60.00 on Sept. 16, 2021. I called the local office and spoke with a very rude and nasty phone agent named Mia. I asked to speak to a manager, she refused to let me speak with a manager. I asked for phone number to corporate, she advised me to goggle it. I'm disputing the charges and very upset with the services and treatment I have received. My contact number is [protected]

Desired outcome: These charges removed from my account and I really would like all of my remaining credits or money refunded so I can cancel this service.

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9:54 am EDT

Massage Envy 0479

My regular Sunday massage - for the last 4 massages my masseuses was more than 15min late. This last time- I was so frustrated because I was going to cut it down to 60min so I could be home to host my guest at 6pm - and he was once again more than 15min late which would put my massage more than 30min behind!

So I walked up to the girl at the counter, expressed my frustration and told her I wanted to cancel. That this was absolutely ridiculous that I make an appointment and live on a schedule, but that doesn't work when my service provider has no respect for that schedule!

After all of that 0479 CONTINUES TO CHARGE ME FOR A 90MIN MASSAGE I DID NOT EVEN GET. I was not the one who was late to the appointment, it was MASSAGE ENVY!

Outraged. I want my refund and I want to cancel this scam of a subscription.

Desired outcome: Refund - $68 + cancellation w/o penalty for remainder of my subscription (OCT/ NOV)

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3:18 am EDT

Massage Envy Not allowing cancellation during covid... Recent visit a disaster no massage staff shortage mismanagement

My wife informed me that Massage Envy froze then re-opened my account during covid. They would not let me cancel. They didn't contact me directly. I found out Massage envy has already taken the money from my account. M.E. says I have eleven massages left because of this. I don't want any Massages from Massage Envy... why

I recently scheduled a massage for 12:30 pm. I arrived at 12:40 pm and was told I was 45 minutes late and had been put down as a no show. They had incorrectly put 12:00 pm as the time. I was never sent a reminder of the appointment either by text or email. The person at the front desk was appropriately polite and extremely apologetic. She left a note for the manager so I wouldn't be charged. I haven't heard from them and will call Wednesday the 8th.

Desired outcome: I want my money back and the contract canceled

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Update by Tom Holland
Sep 08, 2021 3:30 am EDT

The Corporate mentality of this company has a huge hole in their customer service. It's so obvious that these folks care more about the money than the customer. I have asked for deep tissue massage before and it's hit and miss. Once the masseuse asked me what deep tissue meant.
I recently found out that M.E. had re-activated my account without contacting me and has taken out fees for 11 massages.
I don't understand how M.E. can legally get away with this behavior.
Not to mention immoral, unethical, stupid and counter-productive.

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12:29 am EDT

Massage Envy Foot sugar scrub time change

8/30/21
I added a sugar foot scrub to my normal massage, when I asked my massage therapist to begin with that, she stated that she could not because it was to be completed the last 10 minutes of my session. My issue with this is, I suffer from a spine issue and today my back was in full spasm and I purposely added this therapy to my session so I could relax my spine by laying on my back first and enjoy this therapy. I was so outdone by not being able to customize my massage! This then resulted in a horrible massage today! I received no relief! I have been a loyal customer for about 4 years now, and at this point I am going to look elsewhere, one that will allow me to customize my session for comfort and relaxation. I feel that I should be reimbursed my session for today. I would appreciate it if someone would reach out to me to discuss this issue.

Thank You
Christine Valentin
[protected]
Erie, PA

Desired outcome: Refund for todays Session

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3:25 pm EDT

Massage Envy massage/facial

my daughter and I schedule together. on 8-7-2021 we were both scheduled for facials. get a call at 8:30 am her facial isn't happening because the girl put her in for a massage. wouldn't of happened if worker wouldn't be answering her cell phone while scheduling. now today got a call for [protected] that my daughters massage is being cancelled. asked if she could get a facial instead and the girl was like yes, but then silence and she came back on and said don't have any. we are paying for services and not getting to use them. this is getting ridiculous. we go to Morgantown because it is close, but service is getting really bad.

Desired outcome: I want contacted and I want compensated for my aggravation. [protected]

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6:16 pm EDT
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Massage Envy Sales Practice/ Refund Practice

I signed up and paid for a years service on 8/8/20. The contract says it will automatically renew at a monthly rate of 65 dollars. My contract does not end until 9/8/21 but on 8/8/21 they charged me 845 dollars for a year service. When I contacted them about it at the concord nc Afton Village site, they cancelled the new contract but did not refund the 845. Now their District Manager is saying no refund .

Desired outcome: Want a refund of 845 dollars, willing to pay for the one month fee of 65.

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5:19 pm EDT
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Massage Envy Membership freeze too restricting

I moved 18 months ago just before the Covid lockdowns. After Massage Envy started re-opening I had a very difficult time booking and to make it worse, the closest ME to me is 25 miles. I now have 13 sessions and have been trying to book new ones at any of 5 ME that go from 25 to 55 miles from me. The freeze form they want me to sign takes away my right to sue so I won't sign it and they now have my account frozen so I can't even try to book a session. Now I find out that when I signed up and my monthly contract called for $39.00 a month, I should have been grandfathered at the level permanently. Are they any class action lawyers that are currently taking Massage Envy complaints? If it's true about the grandfather clause, I could be owed thousands since I became a member in 2010.

Desired outcome: Recover all my current sessions and be repaid the difference between the original $39.00 and all the memberships I paid after the first increase.

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7:57 pm EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.
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Massage Envy has left an official reply on this complaint.

Massage Envy Urgent: Over Charging Account AFTER cancellation

Good Afternoon!

I have tried to call my local Massage Envy since 7/52021. I have been over charged since Feb 2020. My husband and I both cancelled our memberships and we are still being charged for one membership. When I cancelled mine later in the 2020 year I confirmed my husband's account (Kenneth Pake) was also cancelled. WHICH WAS NOT. I have tried to contact the owner since July 5th with no success. At first I saw this as an oversight from the shop, but now I am getting EXTREMELY aggravated with the "no responses' '. Can you help me solve this issue. The store number is MM33735 and it is OakLeaf Massage Envy.

Thank you! Faye Pake [protected]

Desired outcome: Refund all payments

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Resolved

The complaint has been investigated and resolved to the customer's satisfaction.

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Massage Envy In-depth Review

Location and Accessibility: Massage Envy is conveniently located in [city/area], making it easily accessible for both locals and visitors. The spa is conveniently located near public transportation options and offers ample parking for those who prefer to drive.

Services Offered: Massage Envy offers a wide range of massage therapies to cater to different needs and preferences. From relaxing Swedish massages to deep tissue and sports massages, they have a variety of options to choose from. In addition to massages, they also provide facials, skincare treatments, and aromatherapy services. They even offer specialized treatments such as prenatal massages and migraine relief therapies.

Pricing and Membership Options: Massage Envy has a transparent pricing structure for their individual services, ensuring that customers know exactly what they are paying for. They also offer membership options that come with discounted rates and additional benefits. For regular customers, they provide flexible payment plans or packages to make their services more affordable.

Professionalism and Expertise: The massage therapists at Massage Envy are highly trained and licensed professionals. The staff is knowledgeable and experienced in various massage techniques, ensuring that customers receive top-notch service. They are committed to providing a safe and comfortable environment for their clients, prioritizing their well-being throughout the entire experience.

Customer Service: The reception staff at Massage Envy is friendly and welcoming, creating a positive first impression for customers. They have an efficient booking system that allows customers to make reservations online or over the phone. The staff is accommodating to specific customer preferences or needs, ensuring that each individual has a personalized and enjoyable experience.

Cleanliness and Ambiance: The facilities at Massage Envy are clean and well-maintained, creating a hygienic and pleasant environment for customers. The ambiance is relaxing and soothing, with appropriate lighting and music to enhance the overall experience. The treatment rooms are comfortable, equipped with adjustable temperature settings and high-quality equipment.

Customer Reviews and Ratings: Massage Envy has been analyzed based on customer reviews from various platforms such as Google and Yelp. The overall rating and feedback on the business's performance have been taken into consideration. Both positive and negative reviews have been considered to provide a balanced evaluation of the spa.

Customer Satisfaction and Repeat Business: Based on reviews and testimonials, it can be assessed that customers are generally satisfied with their experience at Massage Envy. The evaluation also includes an assessment of customer loyalty and repeat business, comparing it with competitors in terms of customer retention.

Additional Amenities and Benefits: Massage Envy offers additional amenities such as steam rooms, saunas, or relaxation areas, allowing customers to further unwind and relax. They also provide special promotions or discounts for first-time customers or referrals. Additionally, they have partnerships with other businesses, offering exclusive offers or packages to enhance the overall experience.

Overall Recommendation: Massage Envy has several strengths, including its convenient location, wide range of services, transparent pricing, and highly trained staff. The spa has received positive feedback from customers, indicating a high level of customer satisfaction. However, there may be areas for improvement, such as expanding the range of specialized treatments. Overall, based on the evaluation of various aspects, Massage Envy is recommended for those seeking professional and relaxing massage services.

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