Massage Envy
reviews and complaints

In Feb. I purchased a $100 gift card from MASSAGE ENVY. Now they want a credit card to hold for your appt. Understandable! However, after the appt., they want to hold your card in their system which could be seen or used by anyone there. They told my wife she could come in at 8 or 9am and see if they have an opening and avoid using the credit card. But, once the gift card is used, they hold your credit card in their system. They do not belong to the BBB and currently have a rating of "F" for not answering their calls to them. Also, they will charge the already paid gift card of $100 to the credit card even if you have an unavoidable missed appt. such as death in family!

Denial based on Clinic Administrator's claim they weren't a medical clinic, the information was confidential and I signed a non-compete/confidential agreement (which clearly states it is governed by the state laws of Florida.) State laws mandate copies of records held by owner to be turned over to healthcare worker who generated them including notes, etc. ME's training manual clearly states their forms can be subpoenaed by insurance companies in a court of law. Solution: All Florida therapists working for Massage Envy upon their departure make a written request for copies of their records, sent via certified mail, return receipt request requested. If not complied with, contact state board of massage and file a written complaint to Department of Health along with listing any health code violations witnessed or where the general public's safety is being compromised on a massive scale.

Are you being misclassified as an independent contractor when you should be an employee instead? I am forming a union/Guild where many of these issues will be addressed. This is an organization owned and operated by its members. Remember, Massage Envy could be a sponsor of your state's organization. In fact they are of the World Massage Conference Center, if that doesn't hit home for you, what will? Contact [protected]@outlook.com for help, over 33 years experience as a human rights activist, 5 years as a therapist. I am working with attorneys and other organizations to help get our profession back in line! Hope to hear from you soon! God Bless!

I am extremely unhappy with Massage Envy. Several months ago I signed up for your 6 massage plan. I was told I would be billed for 6 massages, one monthly for 6 months. I called after I thought I had been billed for six (6) and they told me I had one more month. I think that was in October 2012. I have noticed for the past few months I continue to be charged a monthly charge. When I called Massage Envy on Camelback, they told me the plan automatically goes month to month after the 6 months. I told them I was never explained that, and I wanted to cancel and just use the NINE (9) massages I have paid for. They told me if I cancel I have 30 days to use all NINE massages. That is NOT fair, I have paid for the massages and therefore I should be able to use them WHENEVER I want! So I either have to keep paying until the end of time or give up 9 massages at $49.00. It is very misleading, and I feel I was deceived when I called and was told I only had one more payment. I was also never notified my 6 months were up and I would continue to be billed monthly. I have read all the scam articles about you, just didn't want to believe it. I would like my money back, or I would like my 9 massages to stay on my account and CANCEL any further charges. That is not a good way to do business.

LMTs have had it working for these franchises. They underpay their therapists and over work them. These franchises also have shady business practices which you can read from all of these customer complaints. This puts a bad light on a wonderful health service. Help change happen. Sign this petition at https://www.change.org/petitions/the-massage-franchise-increase-payrates-for-massage-therapists-decrease-lowballing-of-massage

Too long to write here. I travel a great deal. Built up a backlog of massages (15 or 16). Put membership on hold. Once you do, it is almost impossible to book a massage. You have to reactivate membership, and pay at least one additional month before they will even speak with you. Many times they took my account off hold and started auto billing me again. Even though these massages were paid in advance I could not gift them to anyone. This has happened multiple times. The only thing that ended this is that my credit card expired, but now they call me on the phone for a new credit card number, despite my protests that I will never ever give them access to my accounts. Once i bought a gift certificate for a friend (ironic that I had a dozen massages on the books but I have to purchase a gift card). When my friend was finished they charged her another $55 because she had made one guest visit previously. I was not informed of this when I bought the certificate. The therapists who work there have nothing but bitter complaints about how its managed. They even have to buy their own supplies as Massage Envy never has enough in stock.

I heard there was a class action suit against these scammers. Count me in whomever is handling this.

I went to the Casa Linda Massage Therapy in Garland, Texas because I was in alot of pain. I got the massage afterwards I realized I was running late to pick up my kids so I tell the lady I have to go so she tells me a membership, I am like Okay just tell me where to sign because I have to go. I go in before the thirty days are up to cancel and was informed that I can not cancel unless I have a doctors note. Are you serious? Why would I need a doctor notes to cancel when I did not need one to get one? I contact my bank and I cancel my card and they still charged me. I put a stop payment of them and they went over the banks head and contacted Visa and they authorized the charge. I am really upset about this and I HATE that I ever went there. Noone knows ANYTHING when you call they want to take your name and number and have someone call you back. I ended up canceling my bank account all together. This business is very shady and feel sorry for people going in blindly.

Massage Envy personnel are not clear when the offer customers memberships. I tried to cancel my membership and I was told that I had a 12 month contract and I that I have to wait until is done. However, I was told that I could cancel it any time I wanted and that is not truth. Unfortunately I did not read the contract before I signed it and they take advantage of that. I trusted these people and they lie in order to get the contract.

When I was asked to sign a contract for Massage Envy, I told them I could not because there was no way for me to afford it. They then asked me if I had flex spending, and said I could paying using it. However after signing the year contract, FSA told me they do not accept the charges and that I will have to pay. I cannot afford to pay but they insist there is nothing that can be done, and I am stuck in the contract. I find this very deceiving and am not happy. Do not make the same mistake, find someone else for your massages.

My husband and I received a flyer at the MN State Fair yesterday, so last minute I randomly called to see if there were any openings for two people for 1.5 - 2 hrs at the Edina, MN location. A very sweet young lady, Tanya, said that there was a one-hour time slot available at 10:00a.m. and a 1:00 time slot open but the therapist at 1:00 did not do 2 hour massages, but he could do a 1.5 hr massage.

I checked with my husband to see if he could take the 10:00 time for an hour, but he was called into work. I called Tanya back and confirmed 1.5hrs at 1:00. Everything seemed fine until the massage started. I asked the therapist, Abiy, if he could spend more time on my feet, back, and arms since we were doing 90 minutes. He thought that it was an hour massage, and we both figured that the scheduler made a mistake. He completed the 90 minute massage, and then we walked to the front desk to pay. (By the way, this therapist – Abiy - is new, but had a very nice touch, and I would ask for him again… if I come back.)

The young lady that was taking my payment was also very sweet (I did not catch her name, but she is going to school for criminal justice or something with law as I heard her telling someone else that when I arrived.), and she started to explain the $49 monthly membership that Massage Envy offers. As she was explaining this, another young gal rudely interrupted and stated that my massage was only supposed to be an hour, and I made the next client late for her appointment.

I said that I booked a 1.5hr massage and came to this establishment because you had that time available.

She continued to be extremely rude explaining that they only book an hour and if the therapist does not have a client after an appointment, then they (Massage Envy) could “upgrade” to a 90 minute massage.

I said that I do not make appointments like that and that I do not book one hour massages; I book 1.5 to 2 hours and if I knew there was only an hour available I would not have taken it.

She AGAIN stated that it was my fault that the other client started her appointment 30 minutes late and was very impolite and condescending. She proceeded to “tell me off” and walked away while doing so.

I asked for her name, and she, again in an extremely inappropriate manner, stated: “Abby, I’m the clinical manager here” as she continued to walk away into the bathroom.

The young lady who was taking my payment asked if I was interested in the monthly membership. I looked at her in awe and said: “I was up until Abby opened her big mouth and blamed me for your [Massage Envy’s] scheduling problem.”

As a business owner, licensed occupational therapist in the medical field, and massage therapist for eighteen years, I could not believe that Abby, the “clinical manager” had no idea how to handle this situation suitably and had to play the “blame game.” She appears to be extremely immature to handle a managerial position and represent Massage Envy with care and professionalism.

As I was receiving my massage from Abiy, I was pondering the idea of scheduling massages for all my employees for staff appreciation day. I was just about to ask if it is possible to book 11 sessions the same morning/afternoon if I booked well-enough in advance; however, this Abby person that is “clinical manager” completely ruined that idea. There are plenty of other salons (i.e. Aveda) that are near orr clinic.

As a business owner, I felt that it was important to let corporate know what is happening at that clinic. This manager, Abby, needs a lot of coaching with personal relations. Overall, I am extremely disappointed with my experience, except for the massage therapist – new but great touch and will only continue to gain confidence with experience in the field.

Take this information for what it is worth. I truly cannot believe I felt as though I needed to spend part of my afternoon writing this letter. I was so relaxed and ready for the rest of my day until after the massage with Abby’s remarks. All the work Abiy did was undone in about two minutes and continued to stress me out on the drive home. So here I am – one professional to another. I need to know when my employees are not handling situations correctly and so do you.

Thank you for your time.

DO NOT GO TO MASSAGE ENVY! I receive a gift card from my hubby or two massages equalling about 140 bucks! I have called several times to try to get in to make an appt and use my first massage! I was told something slightly different each time and was never able to get in ata time that worked for me! I was told bc I was no a MEMBER that I couldn't come on Sunday (my only avail day)...fort I all my husband wasn't told that at time of purchase! And that isn't listed on the website either ! After the 6th phone call I got fed up and had my hubby take the gift card back to get a refund! They refused ! Asked to speak to management an they also refused then finally had to contact corp office to try to reach owner robin! We were told robin would call us! She never did..but someone from corp office did and was told they don't do refunds ! I was fuming at this point and demanded I speak to owner robin! Was told she would call us Monday! This has been nothing but a headache an all they do is pressure u into a membership! Do yourself a favor an go to ladies and gentleman and get a real massage ! Massage envy is nothing hit a rip off sketchy company out for money! The customer is never right in their eyes! My husband wasn't told at time of purchase about the refund policy! I'm disgusted with this place and am schocked it's still in business ! Beware and stay away! The staf at this location is extremely rude ..doesn't say hi when u walk in and stares at their computer screen for a while before awknowldging your existence !

OK, I just got off the phone with the manager. Due to various problems, after our most recent appointment she said she was going to comp them. I waited a few weeks, and when I did not see the refund I called. Silly me, when she said comp, she meant that she would not charge the services against our account. So now, we have 4 services to use up. I have a hard enough time getting there as it is!
She then tried to tell me that tomorrow we would be charged for August I had to explain to her again and again that we already paid a week ago (to avoid the problem we had in July).
Needless to say, I will be writing a letter to whomever and everyone that I am giving a 120 day notice of cancelling my membership! And sending a reminder each month!

Don't sign up for their "membership"--if you decide to cancel you have to come in in person and they charge you another month because they say it takes 30 days to cancel your membership--on what planet does it take 30 days to do anything anymore. Also your cancellation doesn't happen unless the manager of the location okays it--again where else do you have to get "permission" to cancel. They hard sell you the membership and don't really give you all the cancellation details up front. Their corporate location is in Scottsdale AZ--I wrote to the CEO to complain. And if I don't get anywhere I will complain the the state consumer protection dept and the FTC--after all, they are engaged in interstate commerce.

The place is filthy. The massage therapist made the mistake of doing an intake form with the lights turned up high. The walls are covered in shoe marks and greasy hand prints. I decided to leave my socks on because the AC was too high. I noticed my socks were covered in black on the soles after the session. The carpeting loaded with oil stains and obviously never cleaned.The sheets were wrinkly and had staining. My massage therapist went on and on about her practice outside of ME. The heated rice sock was nice. But why socks? Why not pretty covered cloth rice pillows. I suppose it's the only clean socks in the place. Bathroom was dirty. Someone elses pee all over the seat. No toilet paper on the broken roll. That purple design all over the place is wretched. Purple walls. Purple blankets. Yuk! I don't think they wash those purple blankets on the massage table often. Mine smelled like sweat and perfume and feet. Never again!

I had a massage on April 29, 2011 and the therapist broke a blood vessel in my hip and I had a 4x6 large, very painful bruise. My hip hurt so bad I went back to Massage Envy on May, 3, 2011 and asked to see the manager. Of course, she was not there so I asked to see whomever was in charge. They referred me to Kayla and I told her what had happened and showed her the bruise. I was in such terrible pain, couldn't sit or lie down, that I went to see my Internist and he said I had a hemotoma and that he had never seen such from just a massage. He wrote me a letter stating that I should have no more massages and for the company to cancel my membership.

I had told Kayla on May 3, that I wished to cancel my membership and she said that I would have to have a letter from my doctor stating such. I gave them a copy of the letter and was then told that Christie, the manager, was the only one that could cancel my membership. I have been back to the office at least 5 times and have called numerous times to speak with Christie and she is never there and does not return my calls. I finally spoke with her on Tuesday of this week and she tells me that the owner is the only person who can cancel my membership and that they are "out of the country". I would like my membership cancelled and my unused massages cancelled.