Massage Envy
reviews and complaints

my ex girlfriend works at the altamonte springs location and said the same issues go on regularly with every client. Its a scam to get you frustrated in trying to cancel or get refund. No one will call you back ever. They say they cannot cancel when they can. They tell you they cancel then dont. Its the wait you out game so you will give up. They are franchised but sounds like a corporate game to me. She gave me so many stories especially one where the womans son died and they still did not refund the money. Its hard sell on contracts and they will tell you its easy to cancel but if you dont after 3 days you never will have any luck. they work on commision and they will be fired if they do no thit 15% attach rate. they get 850 and hour plus a tier bonus for 15% and so on according to their memberships. thats why its hard to get out once you sign it. thats why you dont get all the info up front. thats why you shouldnt give your credit card number as you will never be able to get out of the contract. if you move somewhere where there isnt a massage envy within a 25 mile radius you can opt out. and rates arent honored in other areas of the country of what you signed up in. plus if you miss your appointment and dont cancel youre charged. again your credit card will be charged.

Of course you get charged if you miss the appointment and don't let them know far in advance. Someone still has to set aside time to be there in case their appointment shows up.

I have heard negative things about their memberships though.

Just a follow up..you can cancel within the term of your aggreement for medical conditions with a note from the doctor or hospital and you can cancel with a 30 day written notice after the intial term of your contract is up..it's all in the agreement you signed..I hope your mother is doing well.

Ok..enough with the Massage Envy Bashing...it is a member based program, Although they are all individually owned and some clinics may not do everything properly that does not mean all Massage Envy's are bad..you need to take up your issue with the clinic you are having the problem with and stop trashing the entire Massage Envy Brand.
Word of advice. READ YOUR AGREEMENT AND UNDERSTAND IT BEFORE YOU SIGN regardless of what the sales person says..READ!

As for the women who was not allowed to use her member massage because her credit card info was not up to date..That is because if you fail to give them corrected or updated info and the clinic can't process your monthly dues, your account goes into default/suspension, that means all your member privileges are "suspended" hence the word suspension. Once you bring your account up to date your good to go.

Massage Envy, as a whole, is a very good and well run Franchise organization and prides itself in offering a quality service at a price "everyone" can afford as a result of their member based business model. Remember, before Massage Envy you would have been paying or still pay $90-$100 for a session anywhere else and would still run into the same occasional customer service issues.

You need to address each issue with the "individual" business that has caused you problems and not generalize about an entire Franchise.

Wishing You All The Best
Pete Befano
Clinic Administrator
Massage Envy
Rockaway/Morris Plains, NJ

Gosh, that is awful. My mum suffered something simular with Sky, she asked her husband to cancel and instead they got her another offer so now she had sky for another twelve months before she can cancel it. I mean, why can't a cancel mean an instant cancel? What is wrong with the world. Obviously cancel dosn't have the same meaning as it does in the dictionary.

my ex girlfriend works at the altamonte springs location and said the same issues go on regularly with every client. Its a scam to get you frustrated in trying to cancel or get refund. No one will call you back ever. They say they cannot cancel when they can. They tell you they cancel then dont. Its the wait you out game so you will give up. They are franchised but sounds like a corporate game to me. She gave me so many stories especially one where the womans son died and they still did not refund the money. Its hard sell on contracts and they will tell you its easy to cancel but if you dont after 3 days you never will have any luck. they work on commision and they will be fired if they do no thit 15% attach rate. they get 850 and hour plus a tier bonus for 15% and so on according to their memberships. thats why its hard to get out once you sign it. thats why you dont get all the info up front. thats why you shouldnt give your credit card number as you will never be able to get out of the contract. if you move somewhere where there isnt a massage envy within a 25 mile radius you can opt out. and rates arent honored in other areas of the country of what you signed up in. plus if you miss your appointment and dont cancel youre charged. again your credit card will be charged.

Funny thing when you show up late for your doctors appointment more than 15 minutes late you have to reschedule. If you were late for your appointment you will only get the remaining time. When booking your appointment ask for their lead or co lead therapist chances are you will have a much better experience.

I feel your pain...they got me for 12 pre-pays, $588 down the drain. These guys are so greedy for money that regardless of all the bad press on their service and contracts, they refuse to lift a finger once they have your money. I tried everything, with the exception of small claims court. Has anyone had success on redeeming the pre-pays they have on file without handing over more money? I'm sure like most of you it’s the principle that we as 'consumers' have paid for something that has a tremendous amount of stipulations to redeem. I hate these guys and will for as long as I live tell everybody I know to never use them.

Any advice from other people that have been screwed by them is always appreciated.

I agree with you. PLEASE READ my posting on Jan. 22, 2011 entitled MASSAGE ENVY PROTEST MARCH!
We are gathering others who were scammed. I lost over $1, 000.00 to them and their going to have to work hard for that money. Good Luck to you & Keep fighting!

my ex girlfriend works at the altamonte springs location and said the same issues go on regularly with every client. Its a scam to get you frustrated in trying to cancel or get refund. No one will call you back ever. They say they cannot cancel when they can. They tell you they cancel then dont. Its the wait you out game so you will give up. They are franchised but sounds like a corporate game to me. She gave me so many stories especially one where the womans son died and they still did not refund the money. Its hard sell on contracts and they will tell you its easy to cancel but if you dont after 3 days you never will have any luck. they work on commision and they will be fired if they do no thit 15% attach rate. they get 850 and hour plus a tier bonus for 15% and so on according to their memberships. thats why its hard to get out once you sign it. thats why you dont get all the info up front. thats why you shouldnt give your credit card number as you will never be able to get out of the contract. if you move somewhere where there isnt a massage envy within a 25 mile radius you can opt out. and rates arent honored in other areas of the country of what you signed up in. plus if you miss your appointment and dont cancel youre charged. again your credit card will be charged.

the $275 was taken out because they were unable to charge your account for sometime. there is an automatic "sweep, " so it's not like someone purposefully went in to sabotage your account--unless that's what you want to believe. when you went for your appointment in july your account was in "suspension"and you were not a member in good standing. they couldn't access your member massage to pay for your session because your account was not current. how is that their fault? that's the problem with electronic drafts. you don't personally pay them, so you forget about them. and just because you don't receive a bill for a service you've signed up for doesn't mean you don't owe the money. but that's probably not what you wanted to hear. you probably wanted to hear someone agree with you that you don't have to assume responsbility for your actions, that it's everyone else's fault for everything wrong that happens to you...

I have been a member of this clinic for 2 years and I get the $150 experience for $49 and any additional visits for $39 the therapists are highly trained and I am always warmly greeted. A membership agreement must be honored I had to honor one at Gold's Gym for my ex hisband and kept getting my AMEX charged and didn't fuss because an agreement is an agreement. Our time is just is valuable as there's so if I do not show up for an appt or forget to call it's not right. So what makes it right for these forgetful irresponsible people. Get real life does not evolve around you.

my ex girlfriend works at the altamonte springs location and said the same issues go on regularly with every client. Its a scam to get you frustrated in trying to cancel or get refund. No one will call you back ever. They say they cannot cancel when they can. They tell you they cancel then dont. Its the wait you out game so you will give up. They are franchised but sounds like a corporate game to me. She gave me so many stories especially one where the womans son died and they still did not refund the money. Its hard sell on contracts and they will tell you its easy to cancel but if you dont after 3 days you never will have any luck. they work on commision and they will be fired if they do no thit 15% attach rate. they get 850 and hour plus a tier bonus for 15% and so on according to their memberships. thats why its hard to get out once you sign it. thats why you dont get all the info up front. thats why you shouldnt give your credit card number as you will never be able to get out of the contract. if you move somewhere where there isnt a massage envy within a 25 mile radius you can opt out. and rates arent honored in other areas of the country of what you signed up in. plus if you miss your appointment and dont cancel youre charged. again your credit card will be charged.

Maybe you should read the contract before you sign it. And your saying that you couldn't find 1 hour out of a month to go get a massage. Its just like a gym membership they are not going to reimburse you for the months that you didn't go to the gym.

We purchased a membership because it came with three free messages. We didn't use the gift cards within our membership time and were told that now the rates are different and that three gift cards is now only good for one! Total rip off and completely illegal. This place is horrible. Don't go there! We also asked to speak to a manager and where told that they would tell us the same thing. They have no customer service and are completely rude. This is the worst experience we've ever had with a "message" chain and it Is sad that we didnt review the 75 negative reviews of this place prior to signing up for this package that is cometely crap!

I am so upset that I found this web site after I signed up for my member ship 8 days ago. I found another massage place called Lavida Massage that offered the same services at better rates. Before signing up with Massage Envy I asked (at least 3 people) about their cancellation policy. I was advised each time that I could cancel without any penalty within the first 30 days. Guess again. I called to cancel my membership and was told to read the BACK of my contract that I signed to find that I only have 3 days to cancel. What?!? When I signed the agreement, the representative never even showed me the back of the page and I didn't even have to sign or intial the back of the page. What a joke! I plan on fighting this until the bitter end!

If its not too late, stay away. Whatever you touch is bad. They are lying, overcharging, misinforming and ...
My advise - stay awayyyyyyyyyyyy.

I had a massage last month and enjoyed it, although the lady at the front desk afterward was extremely pushy about buying a membership; I felt like I was being pursued by a used car salesman, I scheduled another massage and was not informed that my card information would be kept on file nor was I informed of their cancellation policy which is if you do not cancel within 24 hrs, you will be charged.

I did not get a reminder call as I was told I would receive and had to leave town to go across the state due to an extreme family emergency. When returning home and checking my bank statement online I noticed I had a fairly large charge from them. I called and was told I was charged for my appointment and also for my sisters appointment because they made a mistake and had my card information down for both. Even though they admit they charged my incorrectly, they will not credit my account nor is there ever a manager available to speak with. They have now been forwarding my calls to the answering machine when my number shows up on the caller id. Real professional. Unfortunately it has come down to going to corporate and inquiring with an attorney about this whole matter which could be resolved with them simply returning a phone call.

Please do not ever go to Massage Envy again. They have the worst customer service skills and their contract is a rip off.
I was on vacation in California and I signed up for a month to month contract for massages. When i got home, I realized I couldnt afford it and called to cancel. The receptionist was rude and told me, "sorry you cant do that". I said then, can i speak to a manager? She said, well I can tell her to call you back. I said, I would like to speak to one now or can you give me corporate's email on phone call and she said, again no I cant. Finally I got a voice message and it said your account is all set and cancelled.
Then I noticed my August Credit card statement and it showed a charge for massage envy. I took a look back in July and I saw it their too. I called back for over a week and no one ever got back to me, and each time the receptionist was extreemly rude, etc etc.

Finally I called and a manager was there to talk. She told me she was canceling me now because I was rude and harrased her receptionist. I was so livid and explained what went on and went on to say we do not cancel contracts and no one called me and said it was all set...

After twenty minutes of he said she said, i hung up...

I now disputed the charges with the credit card company and will never use massage envy again

I was hooked into this place because of the "if you've never been to massage envy, get your 1st massage for $39". Here's my list of complaints, I might miss one or two because there are SO MANY
1. I was 25 minutes early for my massage, but was brought into the massage room 10 minutes late!
2. they don't use real massage oil, just (cold) cheap lotion
3. the "soothing" water sounds were way too loud, and my masseuse talked to much.
4. I checked the box on the paperwork for "deep tissue" massage - and the massage definitely wasn't that. More like a backrub from an inexperienced boyfriend.
5. I was pressured before/during/and after my massage to join their scam membership (see other people's comments about that) Stressful!
6. Starting an hour or two after my massage - intense PAIN in my neck, and I couldn't turn my head to the left FOR OVER THREE WEEKS. That's THREE WEEKS of ice packs on my neck at work, and three weeks of popping ibuprofen all day just to make the pain bearable.
7. Massage envy was terrible at returning my calls, refused to give me my money back. The one time I talked to a manager she said "the owner will call you about this" -- and they never did! Was also told "we have a company policy to never give refunds".
8. I have read since, elsewhere on the web that massage envy has undertrained/inexperienced therapists, and they underpay them, that's how they can offer the massages so cheap. DO NOT go here in a MILLION YEARS!

I received a gift card for a massage for mothers day.I went to use it and the experience was great until I was checking out... The sales pitch started! I was offered a promotion that was going on that weekend for 3 free months, or so they say. They falsely promoted! They already got payment from my gift card, charged me the following month( thank god I look at my creditcard statement) and when confronted about this they said it was just a simple mistake and they will fix it. So I went for a 2nd massage in which they said that I must pay for! My massage was ruined as my stress was returned b/c once again I was asked for payment! The staff lied just to get credit for a sale! This is unacceptable that a business can falsely promote... Now Im stuck in a contracted until November with a company that is not trust worthy as the only way to cancel is with a doctor note or reloacation

First of all the hour introductory massage is not actually a full hour. They deduct 5 minutes to make you fill out paperwork and another 5 minutes to allow you to get dressed. I have had many massages and I have never had a place deduct time from your actual massage for these things. I wanted to book a facial as well but was told that they are not done at ME despite what the website says..

My initial consultation was done in front of four other customers, . I didn't appreciate being asked about personal health issues in front of other people;. I feel as though this is something that should be handled with much more privacy and discretion".

Also, the massage room was way too cold!. I told the therapist several times that I was freezing and she turned the heat up on the bed (which produced a high pitched buzzing noise throughout the entire massage) but told me she couldn't do anything about the temperature of the room/. It was nice that the bed was somewhat warm but it really didn't do much for my exposed areas that weren't covered by a blanket, . I found it very difficult to relax while I was shivering.

The lotion that she used felt very greasy and cheap and she couldn't seem to get the right pressure. I specifically stated that I wanted her to work mostly on my back and she spent a total of 11 minutes on that area. The deep heat therapy was nothing more than a hot towel on my back and I left smelling like Bengay.

I was extremely dissatisfied with the massage therapist, the products used and the overall environment. I wanted to treat myself to a nice day of pampering but was unable to get a facial and left feeling aggravated rather than relaxed. I understand that the place is rather inexpensive but you get less than what you pay for. It was a waste of time and money.

This franchise is a disgrace to a small business. VERY SAD! It takes advantage of people by not disclosing exactly what the contract terms and rush you into signing stating you can cancel at anytime. Except there are different rules in Texas, apparently. It is a legal binding contract, so for at least one year, you cannot cancel. Even if you DIE! What a load of crap this business is. I even followed the direction of a manager of the store in cancelling my membership. One year later, after canceling, I get a call from a lawyer representing Massage Envy stating I owe over $700. Seriously? That's funny, I have not received one call, not one email, not one letter stating anything about this membership still being open. So when I talk with the lovely, rude General Manager, she states that the manager at the time was fired so since he didnt handle my cancellation properly or may have given me wrong information, and now all of a suddden my cancellation paperwork is not in my file, then it is now my problem. Oh, but she did say she has the best customer service rating! Uh, no you don't! Im not paying this company a damn thing and I will let it drop my impeccable credit score for seven years to make a point. They are crooked and they know it. DO NOT GET A MEMEBERSHIP WITH THIS COMPANY! I WILL MAKE CERTAIN I TELL EVERY SINGLE PERSON I KNOW< AND I WORK IN THE SAME TOWN IN A PLACE THAT PUTS ME IN FRONT OF A LOT OF PEOPLE! I will make it part of my daily routine to see that they know about these crooks!

I have been a member for about 7 years. They charge my credit card every month and for that I get 1 massage a month at a reduced rate.

I have about 8 prepaids and can't afford to use them because I can't afford the tipping right now.

If I cancel or put a "hold" on my account, I can't use the services I've already paid for.

I sent an email to the corporate office and did not even get a reply.

my ex girlfriend works at the altamonte springs location and said the same issues go on regularly with every client. Its a scam to get you frustrated in trying to cancel or get refund. No one will call you back ever. They say they cannot cancel when they can. They tell you they cancel then dont. Its the wait you out game so you will give up. They are franchised but sounds like a corporate game to me. She gave me so many stories especially one where the womans son died and they still did not refund the money. Its hard sell on contracts and they will tell you its easy to cancel but if you dont after 3 days you never will have any luck.

There is a good lesson to learn here... as I teach my teenager... read before you sign your name. Have you ever tried to cancel any contract early and not been penalized when you agreed by signing to an early termination penalty?

my ex girlfriend works at the altamonte springs location and said the same issues go on regularly with every client. Its a scam to get you frustrated in trying to cancel or get refund. No one will call you back ever. They say they cannot cancel when they can. They tell you they cancel then dont. Its the wait you out game so you will give up. They are franchised but sounds like a corporate game to me. She gave me so many stories especially one where the womans son died and they still did not refund the money. Its hard sell on contracts and they will tell you its easy to cancel but if you dont after 3 days you never will have any luck. they work on commision and they will be fired if they do no thit 15% attach rate. they get 850 and hour plus a tier bonus for 15% and so on according to their memberships. thats why its hard to get out once you sign it. thats why you dont get all the info up front. thats why you shouldnt give your credit card number as you will never be able to get out of the contract. if you move somewhere where there isnt a massage envy within a 25 mile radius you can opt out. and rates arent honored in other areas of the country of what you signed up in. plus if you miss your appointment and dont cancel youre charged. again your credit card will be charged.

maybe a long term customer, but a ###, complaining one they'd be better without.

my ex girlfriend works at the altamonte springs location and said the same issues go on regularly with every client. Its a scam to get you frustrated in trying to cancel or get refund. No one will call you back ever. They say they cannot cancel when they can. They tell you they cancel then dont. Its the wait you out game so you will give up. They are franchised but sounds like a corporate game to me. She gave me so many stories especially one where the womans son died and they still did not refund the money. Its hard sell on contracts and they will tell you its easy to cancel but if you dont after 3 days you never will have any luck.

Not sure what to make of this complaint...a balance on your GC after the sessions is a good thing..as for how well Therapists are paid..depending on location they get paid up to $19 per 1hr session plus tip. That's about 35-40% of the $49 fee and they don't have to supply anything or contribute to marketting or anyother operational expenses..so I don't know where you get your info from.

my ex girlfriend works at the altamonte springs location and said the same issues go on regularly with every client. Its a scam to get you frustrated in trying to cancel or get refund. No one will call you back ever. They say they cannot cancel when they can. They tell you they cancel then dont. Its the wait you out game so you will give up. They are franchised but sounds like a corporate game to me. She gave me so many stories especially one where the womans son died and they still did not refund the money. Its hard sell on contracts and they will tell you its easy to cancel but if you dont after 3 days you never will have any luck. they work on commision and they will be fired if they do no thit 15% attach rate. they get 850 and hour plus a tier bonus for 15% and so on according to their memberships. thats why its hard to get out once you sign it. thats why you dont get all the info up front. thats why you shouldnt give your credit card number as you will never be able to get out of the contract. if you move somewhere where there isnt a massage envy within a 25 mile radius you can opt out. and rates arent honored in other areas of the country of what you signed up in. plus if you miss your appointment and dont cancel youre charged. again your credit card will be charged.

there is a corporate office. if you had spent your time looking on the internet for a solution rather than just complaining you would have found that massage envy's corporate office is in phoenix. did you cancel your membership? if so, you and they would have a signed instruction. look at the form. just as you need to sign an agreement to get these discounted services, you have to sign to terminate a contract. if you have a gym membership and don't go for a month or two, they don't give you your money back. your loss.

They carry over as long as you are a current member, much like you pay a gym a monthly fee. If you terminate your contract, you'd no longer be a current member, therefore you'd be unable to use a gym for their services or the services which expire at the end of the term. There's an entire year to use anything you have accrued while your year's contract is in effect. I believe it should be used as it's intended - a monthly plan. Often I can't get in every month, but there's so many options and hours, I consider it my fault if I don't use it.

They just did the same thing too me! What a rip off!

If massage envy wants to hire Massage Therapists as cheap employees, then they have to PAY THE PRICE, which is WORKMAN'S COMP etc. etc. Go to an attorney and sue them.They are responsible for any injuries or conditions you get ON THE JOB! Perhaps if they have enough LAW SUITS they will change the way they do business, such as makingthe massage therapists independent contractors and have some sort of equitable split with the therapists similar to Real Estate Brokers with their Sales People and High End Salons have with their Hair Stylists. This is ridiculous what they are trying to do. They don't even realize if they hire in experienced therapists and they hurt someone THEY ARE LIABLE. What are they thinking?

my ex girlfriend works at the altamonte springs location and said the same issues go on regularly with every client. Its a scam to get you frustrated in trying to cancel or get refund. No one will call you back ever. They say they cannot cancel when they can. They tell you they cancel then dont. Its the wait you out game so you will give up. They are franchised but sounds like a corporate game to me. She gave me so many stories especially one where the womans son died and they still did not refund the money. Its hard sell on contracts and they will tell you its easy to cancel but if you dont after 3 days you never will have any luck. they work on commision and they will be fired if they do no thit 15% attach rate. they get 850 and hour plus a tier bonus for 15% and so on according to their memberships. thats why its hard to get out once you sign it. thats why you dont get all the info up front. thats why you shouldnt give your credit card number as you will never be able to get out of the contract. if you move somewhere where there isnt a massage envy within a 25 mile radius you can opt out. and rates arent honored in other areas of the country of what you signed up in. plus if you miss your appointment and dont cancel youre charged. again your credit card will be charged.

if you are making $18.75 an hour, plus you're getting $10-15 an hour in tips in this economy you should not be complaining. try walmart. that's where you belong. i know of many massage therapists who have worked there for several years and are good at what they do and actually spend their time helping and healing than complaining on the internet.

I would like to say who ever wrote this complaint is prob. An employee who has been fired for poor work ethic. I am an employee at the same massage envy. And yes the fountain has over flowed but it IS dried immediately. The blankets and linen are up to the therapist to change and if you never changed yours then shame on you. And as far as the face cradled not being sanatized well shame on you again. I wipe mine down after EVERY massage with the lysol wipes that are put out for this very reason. There are over 25 therapists who work in the couples room along with hundreds of clients who go in there. And not one person has broke out in a "rash" . Well with that said .. you forgot to mention the excellent service that the loyal therapists provide for their clients. I have an amazing clientele there And I thank massage envy for that. Now just a piece of advice please don't be upset you got fired and take it as a learning experience

my ex girlfriend works at the altamonte springs location and said the same issues go on regularly with every client. Its a scam to get you frustrated in trying to cancel or get refund. No one will call you back ever. They say they cannot cancel when they can. They tell you they cancel then dont. Its the wait you out game so you will give up. They are franchised but sounds like a corporate game to me. She gave me so many stories especially one where the womans son died and they still did not refund the money. Its hard sell on contracts and they will tell you its easy to cancel but if you dont after 3 days you never will have any luck. they work on commision and they will be fired if they do no thit 15% attach rate. they get 850 and hour plus a tier bonus for 15% and so on according to their memberships. thats why its hard to get out once you sign it. thats why you dont get all the info up front. thats why you shouldnt give your credit card number as you will never be able to get out of the contract. if you move somewhere where there isnt a massage envy within a 25 mile radius you can opt out. and rates arent honored in other areas of the country of what you signed up in. plus if you miss your appointment and dont cancel youre charged. again your credit card will be charged.

I totally agree with you. This is fraud and I plan on fighting this all the way. We are organizing a protest march in front of as many of their franchises next Saturday. They are going to work for the money they stole. PLEASE READ my posting on Jan. 22, 2011 MASSAGE ENVY PROTEST MARCH. Good Luck to you!

I did read my contract. I gave them 30 days written notice almost 2 years AFTER the initial lock in period. Both in the written notice and over the phone I told them I had not used any services not paid for and my membership dues were up to date so there was no membership fees owed. They still charged me for another month because I did not use their form to provide written notice - a form not required by the contract.

read your contract. you are NOT "stuck for another cycle." when your initial term completes you can cancel at any time. you probably didn't read that, either.

I am having the same issue, was told by my Doctor not to go, and had them fax a statement, and they still charged me on my debit card. I am told the Manager is on vacation, and the Asst. Manager isn't in until Two days? I don't think this company realizes that they are losing more business by pulling these stunts. I have forewarned at least 12 associates to stay away from them...