Massage Envy
reviews and complaints

WARNING! STAY AWAY FROM MASSAGE ENVY! I was concerned about a committment given my busy schedule. The company's representative told me that the one-year committment was not enforced at her location and that 30 days notice was all that was required to get out of the contract (I would not be surprised if these folks are on some sort of commision and do not know how serious it is to fraudally induce someone for monetary gain). After being charged monthly while not being able to schedule massages due to the location's high volume of business and lack of open appointments, I gave my 30 days notice. The manager informed me that I was locked in for a year and that there is no way one of her employees would tell me that I could terminate with proper notice. She was rude and offensive. I decided to not challenge them because the whole point, after all, was to achieve relaxation and relieve stress. Well my problems with them have continued--double booking appointments, etc. Recently, sometthing happpened that was the last straw--something I cannot condone. I had voiced my disagreement over another scheduling snafu with the Manager and she told me "tough luck, " I was so mad that I informed that I was an attorney, if I had to that I would sue her. At that point, she told me that she and her employees would knowingly fabricate false testimony to aid there defense. I do not want to get into specifics here in the event that I do file suit, but it was an outright jaw-dropper. When I complained furhter up the chain of command at ME Corporate, I was met with the same attitude--"ME is always correct... the customer is always wrong... we do not believe you...no we are not refunding your money under any circumstances... tough luck" Who is training these people on customer service? Unbelievable--stay away. I will be telling everyone I know what these people are about.

I became a member a few months ago and have had nothing but problems, and I am completely fed up. I receive Massage Envy gift cards about once a year, always for an hour long massage+tip. The last time I used one, I ended up joining and have regretted it ever since. I was given a gift card back and told there was still money on it, but when I tried to use it on my following visit, I was told there was nothing on it and I must have been given the wrong card back. I was not offered any compensation for that lost money. After thinking about this, I called and checked to see how much was charged to previous gift cards and found that quite a bit of money had been left on every one, yet I was never told this, nor was any of it ever credited to my account. I had to talk to several different people for them to even begin tracking the money down. They finally did, and it was nearly $80 that I had been swindled out of. They gave some excuse about the gift cards being bought at a different location so they didn't have the information in their computer system. Umm...wasn't that supposed to be a huge "perk" of joining Massage Envy? Being able to go to all these locations nationwide and them having my information stored? It isn't. I've been to a Houston location and it was the biggest ordeal to even find my information in the computer system. They don't seem to be linked at all, and there is nothing convenient about these different locations.
Right after I joined, I had to cancel my debit card due to fraudulent charges being made on it. That very same I day I went to my Massage Envy location in Baton Rouge, Louisiana to inform them of this because I knew I was due to be charged for my monthly bill in a few days. I explained the situation and arranged for them to delete the current card information and to change my charge date. I then made an appointment for the following week in order to bring them my new card information after I received it. Upon showing up for said appointment, I was asked in a hushed tone if I received a call because my card was declined when it was run. Well, duh, yes. I explained this all to these same people before. I went through the whole scenario again, and gave them the new card information. Problem solved, right? Apparently not. I just received a final notice saying that I was behind on payments because my card kept getting denied every month and that I was being reported to the Credit Bureau. I never received a first notice. If there was a problem with my card, why was I never called? Pretty sure they have my phone number on file. No attempt was made to contact me. They were still charging the canceled debit card. I am so incredibly furious. I have explained the situation and given them new card information twice. I called them immediately and went over everything again for a third time. This is ridiculous. This is the most shoddily run business I have ever dealt with in my life. Oh, and apparently the appropriate measure for them reporting me to the Credit Bureau and destroying my credit due to their incompetencies is to give me a free half hour massage. Yea, that will help me out. I never want to step foot in a Massage Envy again. I have reported them to the Better Business Bureau, and I highly recommend everyone else doing the same. I want nothing more to do with this company.

Potential clients should know:
Advertised prices don't include the extra fees. You won't get a massage for $39.. They TELL you a monthly contract is $39 a month, but it you look at the various signs, 6 months is $296 + fees.
You don't need a membership. They will give you "Preferred Client" rates, that are lower than walk-in prices. In some cases, they will continue to give you membership rates if they think it will get you to renew, HOWEVER, don't forget, the added fees takes you right up to the higher price.
If you walk-in, you will be paying the same prices or higher than any other place in town.
You will be encouraged to "save money" on your membership by having 1.5 hours massages. That's simply to get you to burn up your membership faster, so you are buying another in 4 months instead of 6, and then of course buying 3 a year instead of 2. They pressure you after a massage when you are vunerable to sign and cancel later within 3 days, hoping you'll forget.
You will be asked if you would like to add a tip (before the service) that may or may not get to the therapist. Cash in the room envelopes is the only sure way you money goes where it's intended. The therapist may or may not be paid for your massage, or other things.
The emphasis is on making a sale. They know you aren't likely to renew. They want the cash up front as fast as they can generate it, no renewable business.
You are unlikely to establish a long time relationship with a therapist for best health practices, as the owner is afraid you will follow that therapist into another practice, so you will be refused a request for your therapist.
While not actually pimping the therapists, the owners does promote MTs to potential clients based on how they look, their age, their size.
Not one front person, the owner or the CA are trained in massage. Don't bother to tell them what's wrong and hope for proper MT placement. Their responsibility is to fil the schedule and sell memberships.

Massage Envy is the worst!

First of all, if you make an appointment BEFORE your monthly charge is taken, they conveniently "forget" to let you know that you have the option of taking your monthly charge early vs. incurring a charge at the time of service, as well as the std. monthly charge. Thus paying for two services in a given month. This has happened to us at least twice.

Second, after breaking my left leg and bones in my right foot which required surgery, I called to see what my options were as far as freezing or cancelling my account. I spoke to a really nice clerk who discussed with me that I simply needed to fill out an "account freeze" form and fax back ASAP in order not to incur a charge for July. I did all of that and indicated on my form that I had two broken legs and that I was freezing only my service, not my husbands.

Imagine my surprise when another clerk called back and seemed to be "confused" by why I needed to freeze my account. Duh! While I was trying to ask questions and see whether the information provided by the other clerk was correct, she kept interrupting me and saying that she didn't know who faxed me that form or who told me what. In addition, she indicated she was "confused" by the information I had put on the freeze form. As I was trying to figure out my options, she kept interrupting me. I asked her several times to let me finish speaking. But, she kept interruping me. Since I've had numerous issues with this particular clerk, I finally said I should just cancel my entire account. She then hung up on me. I then tried calling back and kept getting the voice mail. So, I kept calling and finally got the same clerk again. She then told me that in order to cancel, I would need a written note from my doctor. Can you imagine? As she said, "yes, we need a written notice from your doctor that you can't have massage due to your foot." Duh! I broke bones in both legs. I'm not weight bearing on both legs for 4 weeks so I'm not sure how I would even get to the facility. To prove my point, I sent the attached picture.

I also asked for a number for corporate and of course, none was available. But, by going to this website, I found a number for Richard Adams - [protected]. And, I knew corporate was out of Phoenix, AZ.

In addition, if you cancel, you only have 30 days to use the credits that occur because of the above situation. And, if you freeze your account and then cancel, you have to give 30 days notice so you occur a charge and then have to use all credits within a 30 day period (again, two charges).

Thank goodness I had been a member for more than 6 months or my options would have been worse.

My husband and I had a bad experience at the Massage Envy in Naperville, Illinois on Rt.59 and 95th street. I've had many massages in the past at Asha spa, it's an Aveda based spa and they were great. This was our first time visiting Massage Envy. They didn't give us the full hour because of the paperwork, wish they told us to come early to fill that out. The therapist, Jaclyn was horrible. She used too much pressure. At one point I told her, "that hurts" and she said ok, but didn't alter the pressure at all. I woke up today with a very sore back, this has never happened before. I'm a little concerned about it, I have to take Motrin to alleve the pain. I really hope this goes away soon. She was really young and might not have much experience. It's a chop shop, we'll never go there again. When you have a good experience you tell a couple people, when you have a bad experience you tell 50.

I made the mistake of signing up for a year membership with this scam. I thought it would be nice way to relieve some stress once a month and the price seemed like a great deal. However, it has turned into more of a cause of stress than anything else. Nothing against the massage therapists there, the problem is with their corporate policies.

First, they told me I could use my Flexible Spending account to pay for them, which I can, but not without sending in documentation, which I have to go to their location to get, still ok...but I got behind on submitting the paperwork and my Flexible Spending card was frozen so they couldn't put any more charges on it and neither could I until I got everything turned in. AND, even though I had several PREPAID massages to use, I couldn't use them until they could charge my card for MORE massages which I didn't find out until I went in for a massage and was told I would have to pay outright for it, even though I had already prepaid for several massages that I hadn't used yet. Once I got the paperwork submitted and could use my Flex card again, they charged another 3-4 massages on it all at once, so now even though I've gone a couple of times, I still have 7 prepaid massages to use. I have more than completed my original year contract and it seems ridiculous to continue to use my Flexible Spending money on yet more massages, so I asked if they could please stop charging more until I could get "caught up". It still costs another $15-$20 for tip everytime I go. I was told they could freeze my membership, but then I wouldn't be able to use the massages I had already paid for! For an additional $10 per prepaid, I could convert them to gift cards, but after reading other complaints on here, that would be another mistake.

THIS PLACE IS A SCAM! If I can ever find a way to get out of it, I will never go back! I may just have to cut my losses and chalk it up to stupid tax! Too bad they had to screw up what could have been a nice concept by ripping off their customers. You shouldn't have to continue to buy more in order to use what you've already paid for.

I visited Massage Envy on Saturday, June 5, 2010 to inquire about services and pricing. While there only a few seconds in walked an extremely angry woman. She kept complaining that Massage Envy promised to not bill her credit card but did. She firmly reminded the guy on staff there of what was confirmed. She then asked for the manager who I do not recall every appearing. In fact, the guy taking her verbal outrage merely wrote a number for her to call. The woman got no where and eventually stormed out.

Well, on Sunday, June 6, 2010 it was my 1:00 p.m. appointment at the same Massage Envy and I arrived 10 minutes before my 1:00 p.m. as requested by Ben who set this appointment once I said 12:30 p.m. would not work because of my church service. But upon my arrival Ben said my appointment was 12;30 p.m. I reminded him that I wrote 1:00 p.m. on my card. He had someone named Joe take me into one of the massage rooms but said it would only be an hour rather than 90 minutes. Cool as long as I am not billed for services I will not receive. Joe informed me that he could only give 60 minutes because he had been waiting for me since 12;30 p.m. I informed Joe he needed to include Ben in our conversation. Ben joined us up front saying that he would have to charge my credit card for 90 minutes whether or not I had service because I did not arrive for 12:30 p.m. I said I understood why the woman in Massage Envy yesterday was cursing and screaming. I do not have to go that route but told Ben that I was not going to pay for services not rendered. Ben concluded that no other openings that day for 90 minutes so the next available is Monday, June 7, 2010 at 7:00 p.m. I suggested to Ben that he uses those appointment cards on his counter to avoid his confusion about the customer's confirmed appointment. I announced, as I took yet another card and wrote the new appointment, to all staff and other customers present my new appointment; that no additional charges would be charged and that I would be present. Ben handed me a form to complete that he said I should return completed because it is more of a survey. I told Ben that I was there for massage therapy, not to write a dissertation. I took form with me and left.

Beware of Massage Envy, Massage Heights and any chain massage spa because they will get you with all types of games and deception. I plan to return to small, independently owned and operated massage therapy specialists. They do not deceive but provide quality service without the hassles and tricks to rip you off.

The worst qualified massage therapist ever. Untrained in muscular skeletal system with no understanding of disc bulge or degenerative disks. I am pursuing legal action as the pain inflicted has not gone away yet.

I had a hot stone therapy treatment, and signed up for a membership on the day of the massage. The sale rep did not make it in any way clear that it was a 12 month contract, and lead me to believe it was month to month. About an hour after the massage I started experiencing pain due to a rib being put out of alignment during the massage. My chiropractor was able to correct the problem, but only after I spent the weekend in excruciating pain.

I called 5 days after the massage and asked to cancel my membership which had not yet begun (nothing had ever been billed), and was told I needed to provide a letter from my chiropractor. I did just that, faxing a letter stating that any further treatment would aggravate the area. They still refused to cancel my membership. I am in the process of speaking with someone at the corporate offices [protected]. I have lodged a complaint with the better business bureau in my area as well.

I strongly recommend staying away from this company.

I am a member in good standing with the Massage Envy franchise allowing me to use any Massage Envy clinic throughout the country. Most of my massages have been provided locally at Manchester, NH and all has gone very well until recently.

I had a problem trying to book an appointment at my local Massage Envy in Manchester, NH. The receptionist had instructions from the owner, Michelle Willette, not to book any appointments for me and only "Michelle" could provide that answer. I asked her to contact Michelle Willette and get authorization for my continued use of the facility and to call me right back. By 9pm that evening I realized I never received a return phone call so I called them. They claimed to have not been able to reach her all day. I asked to schedule an appointment and I got one for 8 days away.

Well, I waited patiently for 8 days and on the day of the appointment I received a call from a receptionist canceling my appointment without any explanation. I wanted an explanation but I didn't get one. The conversation led me to believe that it would happen again so I chose not to re-book.

I have never been given the reason why she chooses to not honor my Massage Envy membership contract. If there is a legitimate reason, no one has ever told me what it is. I think I would have received correspondence from Michelle or Massage Envy Headquarters if their was a legitimate reason for refusing me service and that has not happened.

I received a massage on March 26, 2010 at the Aventura, Florida location of massage envy. I repeatedly felt scratching on my neck and asked the masseuse to remove her rings. She stated that she did not have any rings on. I again told her that something was scratching and she replied that maybe I was not used to getting a deep massage. I regularly receive deep tissue massages at my Massage Envy location in California. Upon leaving the facility, I complained to the front desk staff and the reply I got was "We will note this in your file." Three days later while on a cruise to the Bahamas, I noticed scratch marks on the side of my neck. I called the facility to complain on Monday, March 29th and I was told "all complaints have to be directed to our corporate office." When I called the corporate office, I was directed several time to the voicemail of a woman, who never returned my calls, after I left several messages. It is now May 13th. I never received any follow-up to my complaint.

I escaped an assault by one of the therapist at this facility. Massage Envy has taken no responsibility.

I went into the store with a friend of mine for a first time massage with them. The massage was very good, I was so relaxed. When I went to leave, the sales person tried to sell me a massage package. When I asked her to explain it to me, she told that me I could get the next massages at a reduced rate, so I signed up for 6-month package. I was very, very clear with the sales person that I would not do it if they were going to gake money out of my account, or charge me in advance. She told me flat out, "NO, we won't take money out of your accout, or charge you ahead of time."

GUESS WHAT? THEY LIED! When I called them to find out what happened, they told me that I had signed a contract and I could not get a refund or get a cancellation from the contract. I called them three times, they never got back to me, so I went into the store, and they said the same thing to me. "No, you signed a contract".

NOW I'M FURIOUS...I will never walk into that store again, and I will tell all of my friends they are liars and cheaters.

I had a similar complaint to the one posted by the lady from Naperville, Il
My husband purchased a 1 hour massage gift certificate for me over the holidays last year. At that time the going rate was $39 for the hour massage, based on being a first-time customer. GREAT RIGHT? There was no set of written rules, exclusions or expiration date attached. I went in this past Sunday to get my hour massage and when I handed the receptionist my gift card she said that I owed $10 because the current introductory rate had gone up to $49. I tried to reason with her and was very clear about this not being very "kosher" No luck. I could have made a real scene but I paid the extra and walked. I will call the corporate office.

Upon finding out that I was expecting a baby, I went in to Massage Envy on Nov 1, 2009 to cancel my membership with a Doctor's Note- which is what they require in the contract.
I followed all their rules and obeyed the contract. To this day they have continued to bill my card monthly and Manager I spoke to claims they seem to have lost my file containing the cancellation paperwork and are very sorry for the error in the billing. " Blah- Blah" .

So I resubmitted another Dr's note and they promised to stop billing my card immediately. Yet will not refund me the 4 months they charged me for massages I never received after I cancelled the first time... even though they admit the error was on their part ?

Very poor business ethics. I will warn everyone not to use them. Now I will have to file a legal complaint if I want to ever get a refund. What a nightmare!