Massage Envy
reviews and complaints

WORST CUSTOMER SERVICE E-V-E-R

If I could give a NEGATIVE 10 STARS, I would. They do NOT pick up the phone 95% of the times that I have called to schedule an appointment. I called yesterday on 6 separate occasions and it rang to voicemail each time. This isn't a first. For the last 2 years I've either not gotten my calls answered, or the phone never even goes to voicemail and just rings, or I've never had my voicemails returned. Each time that I've complained to the location I've been told when I finally go in that "Oh, we're having problems with our phone system." Two Years. Then when I talked with "Laura" the Manager today to inform her of this ongoing issue, she said, "Well we spend a lot of money on the website to make online booking available", and "Well we picked up the phone this time so that's proof we do answer the phone", and Well we get 6 calls a minute so we can't answer them all." And when they do answer the phone, they ALWAYS sound like they'd rather be anywhere else but there talking to me. They don't take ownership of the problem, they aren't interested in solving it and satisfying the customer, they cannot take feedback, they are not trying to improve service, and they don't care about the client, only the money. And MOST people still, even in the 21st century, use the phone as the primary means of contacting businesses during business hours. And if I'm driving and want to make a quick call to schedule, online booking won't work. Who are they to blow off clients like this? This is THE WORST location I've ever been to, and I've visited at least 3 other locations in the Denver area. DO NOT make the mistake of confusing their location with their quality of customer service: high end luxury neighborhood, but totally ghetto cheap lazy service. Period. I will be finding a new location immediately. It's just a shame my favorite therapist, Alex, is at this location; maybe he'll get wise to all this and leave too.

My membership ended 7/2017 and my bank account was continually billed for 8 additional months. I contacted the regional manager Audry who determined a full refund was forthcoming and was told 3 weeks ago, "the check is in the mail". I have not received a check, nor is Audry returning my calls at this point. When asked how I escalate the issue higher than the local manager, I was told I needed to contact the corporate office where I could not speak to a live person I had to leave a voice mail.

I have been a member for years. I started off at the Arrowhead location in Glendale AZ but at least every other appointment would get cancelled at the dead last minute for one stupid reason or another. I then started going to a new location at 51st Ave and Olive in Glendale AZ and it is no different. I got to the point that I don't even try to see the same therapist twice because when you find one you like, if you can get a 2nd appointment it will be cancelled 2 hours before your appointment. The most upsetting thing is that I'm doing something that I need due to my back issues as well as mental health and I have 12 pre paids built up because they can never keep an appointment long enough or schedule an appointment correctly for me to be able to use it. And if your upset and looking for any type of customer service, forget it. That is one thing that has been consistent is I am always made to feel like they couldn't care any less about me as a customer or my measly little member ship

I purchased a gift card on 12/21/17 for a Christmas gift for a friend for a one hour massage. Gift card # HR0166154 at Massage Envy Roswell, Georgia. When he went for the massage the card declined and he had to pay for the massage himself. This was quite an embarrassment. I have the card and the receipt and I can also should where the money to pay for the card came out of my bank account. He went to use the card on 2/04/18. He paid the $50.00 with his own debit card. I went to the location three times to see the manager. Each time I went they were not there and I left my phone number for them to return my call. I never received a call back. This is very poor customer service.

Good Afternoon,

Can an employee working for Massage Envy open up another location under a different name and still work at both location.

LMT, Massage Therapist at Massage Envy - Lexington - SC
Small Business Owner at Pathways Massage Therapy

Pathways Massage Therapy
Diva Vincent LMT
7715 St Andrews Rd Suite A (140.61 mi)
Irmo, South Carolina 29063

[protected]

https://www.facebook.com/PMMTbyDiva/

Your company made sure that canceling memberships will be harder than finding a treasure in one's garden! I tried last year, and "all you can do" is put my membership on hold of a few months. I tried again after that. Then I'm told that I will be charged another month's fee because my request for cancellation will only be effective 10 DAYS AFTER YOU RECEIVE MY FULLY-SIGNED CANCELLATION REQUEST! What a rip-off!

So I'm from Cincinnati Ohio and I go to the massage envy on colerain Ave. I had an appointment for today at 7:30pm. So when I get there they tell me that they tried to call me earlier to tell me that my appointment was cancelled because the person that was supposed to do my massage called off. Now mind you I live across town so this isn't a mission I make on the regular unless I have to. They said they tried to call me but I didn't receive any call voicemail or an email otherwise I wouldn't have went all the way up there. If you're trying to get in touch with someone to tell the about a cancellation I would think It would have been a few attempts throughout the day or at the very least a voicemail. I am very upset because it was such an inconvenience for me to make a half hour drive for NOTHING. Not pleased at all!

I am very disappointed in the cancellation policy. I am visiting my brother in Denver Colorado and looked up the nearest location by me on Internet and used the call option on page to set massage appointment. I went into the appointment at the location closet to me to find out it was made for a different location. I was told by the manager Vanessa A. At the Denver tech center that I was going to charged my monthly credit for that mixup. Due to her uncompassionate and shred business nature I will be cancelling my my membership and my family will cancel theirs too when I return to Wesr palm beach Florida

To whom it may concern, since I started the membership with Massage Envy I explain to their office that I want to cancel this membership because I can't afford to pay for it. They refuse to cancel my membership that they can only suspend it I dint think no one should be told they cannot cancel a membership to anything it's like you are forcing me to pay for something I don't want that is against my rights.

i am asking for my membership to be canceled if they charge my account that is fraud because Massage Envy is not authorized.

I recently signed up for one year service not knowing that if you weren't satisfied with service that you're stuck for one year. I initially went to the Cedar Hill location and the massage was horrible. I tried a different location today Grand Prairie, Texas and horrible as well. I want out of this bad deal. As a customer I shouldn't be held prisoner to bad massages. I will contact my attorney if I'm not let out of this horrendous deal, that wasn't fully explained in the first place, it's like slamming people.

The Massage Envy here in Beaufort failed to rescheduled an appointment that was called in from my friend. I could not make the appointment booked for the weekend before on March 10 at 3:30 pm, so my friend rescheduled for March 18th at 2:00 pm. When we called to verify the appointment the day of March 18th, the employee told us that she had no scheduled appointments under my name or my friend's name. Furthermore, I was charged half price on Friday March 9th for cancelling the appointment the day before.

3/8/18
I am trying to schedule appointments... And yes, my me has that feature.
I am suppose to get an email code for logging in... Nothing. Just says to call local me and note login #3.
They are clueless... Geezzz.
Trying set up with a different email, but that won't let me.
Y'all have a problem
Jerry roberts
[protected]
Oh.. And no support #!

2/2017 to current. My husband has been speaking with a Tessa at your Ambassador Location in Lafayette Louisiana. We have moved out of the state and have told her numerous times that we no longer need the membership. She has stated that she would stop the withdrawl and the membership. As of 1 year later (today), the fees are still being withdrawn. I have spoken to "Tessa" several times and she says she has stopped the fees and was gonna issue a refund however a year later its still not done! I have left numerous messages at the corporate office and for "Tessa" and no one returns my calls. I also would like to note that the location runs with no management on site as when I call Im told that there is no manager on duty! I am requesting a return call back along with the money that has continued to be debited out of my visa card.

Hello,

I am a member of massage Envy in Whitefish Bay Wisconsin. Last month I had called to schedule an appointment and I got a recording that this location was no longer in business. No one had sent me a letter or notified anyone that Massage Envy was closing that location Massage Envy ended up taking $60 last month and now $60 this month. On My statement it is listed as :
MASSAGE ENVY FOR FLW FOR SCOTTSDALE AZ [protected]

I don't live in Scottsdale AZ and will not be using a massage envy out there.
Also, I had sent an message to someone in your corporation regarding cancelling my membership last month and to refund my money, but never heard anything from anyone. Massage Envy had broken My contract when they decided to close their
doors and didn't let any of their members know they were closing. Now, if I
didn't pay my bill you would be all over me.

I had just called that number listed above and left a voicemail. I would like
my money refunded from last month and this month. How am I suppose to use your service if the service isn't available? I will be contacting the BBB in regards to this matter also. Also, why dont I ever hear back from someone after I send something.

I Look forward to hearing from you soon.

Thank you
Debbie Hurst
[protected]

Yes I want to know why I am being charged again for a message that I paid for on February 2nd, that came out of my account on that specific date. I haven't been back since then and so there is no reason why I should be charged. I need my money back f first thing tomorrow. I can be reached at [protected], April Wilson. I need someone from corporate office to call me about this matter ASAP!

I went for a personal message at the San Tan Mall location on 2-2-2018. It was the worst message I have ever had. I told her I wanted the full body and spend a few extra minutes on my lower back. She only did my back and nothing else. I was so upset. I was given a gift card by my husband 95.00 of nothing. I was so looking forward to a full body, and was VERY disappointed. I put what I wanted on the IPad. That is so wrong to not even pay any attentive to my request.

To whom it may concern,
I booked an appointment last week for a massage. I have a gift card on record with $65.00 balance.
I woke up today with flue symptoms and gave them a call right away to cancel to avoid getting anyone sick. I am getting billed $25 on my credit card. And not deducting from my gift card. ONLY if I bring it in in person.
I'm Very offended. I even offered to send them a all the information with pictures of my gift card and they said, nope I had to bring it in.

I told the rep that I was moving 25 miles away from a massage envy and she still didn't cancel my membership! I think its a rip off and i'm highly thinking about suing the massage envy here in baton rouge! I feel they should tell you the stipulations before you sign and you should have the option to cancel if you chose! I feel like I shouldn't need to show proof of why I want to cancel. Its my choice!

Good morning:

I received a gift card to massage envy last year. Due to an injury, I was not able to use it until october 2017. Upon calling and scheduling my appointment, I came in. I had my massage and afterwards - after feeling relaxed and perhaps a little groggy - the sales person impressed on me to join for a membership. I expressed that I had an injury and was waiting to see a doctor. I was assured that I would be able to cancel this membership at any time due to that reason. It was never told to me that I would have to require documentation or anything else. I signed up for the membership. One month later, I purchased a gift card for my fiance. The same thing happened to him but instead, he said no to the membership and the sales person told him everything was taken care of. He was charged two months for this. I had considered keeping my membership open - despite being told from my physician that I should not go to massage envy for any services due to my labral shoulder tear and pending surgery. After the incident at the local massage envy with my fiance, I was disgusted and wrote a letter canceling my membership. The person I dealt with was megan bastanzi. The very same person that handled the issues (Or rather failed to handle) the issues with my fiance. She is the worse person I have ever dealth with. Your business feels like a scam and I will tell everyone I know to never go receive services. So disappointing.

Copy of email sent to Rancho Cucamonga Massage Envy sent an email on 28 April 2017:

While visiting family in Rancho Cucamonga during 2016 December.
16 December 2016 I visited Envy at 1705 Day Creek Blvd, Rancho Cucamonga, CA, for a badly needed massage.

The young lady that signed me up for monthly massages, assured me that there was a Massage Envy here in Grants Pass Oregon, where I live.
(Was told I could transfer my membership there).
There isn't.

I finally found one located in Medford ... 43 miles from my home ... one way. As a retired senior citizen, it is not financially possible to travel 86 miles round trip for massages. Additionally, the one in Medford is under construction, not open for business.

I would appreciate that the contract is terminated, as well as all monies returned, as there was misrepresentation on there being a Massage Envy location here in Grants Pass..

Yes, some time as passed since I signed up, however, I've been ill since my return home to Oregon, it's been more important to concentrate on my well-being. While looking through monthly credit card statements, I was reminded that this charge is occurring.

Your consideration is appreciated,

Respectfully,
Sandi Reynolds

27 December 2017 UPDATE:

Rancho Cucamonga CA Massage Envy (ME) has continued to deduct funds from my checking account. I have attempted, several times, to speak with a manager. I was told there wasn't one on site. There was a "visiting manager" who called and left a voice mail, however did not state when she would be in the office next. Upon calling ME Rancho Cucamonga, several more times, was repeatedly told that there was no knowledge as to when the "visiting manager" would return. Constantly got the run around.

Funds were continually being removed from my checking account.
They were stealing my money every month!

Finally, in October 2017, I had my credit card cancelled so that they could not remove any more funds.

This past November along with the month of December, they have called and left voice mails ... "to please contact their store to update credit card information".

Between needing to flee our home in September 2017 because of 1000 fires were around our valley, being ill, dealing with a family death, I've not done anything more until this writing.

I fully expect funds to be returned to me. Your franchises, or whatever they are called, are employed by unethical people.

I still expect refund from April 2017 thru to October 2017. I feel this is extremely generous after having only one massage in December 2016.

Respectfully,
Sandi Suchey Reynolds