Massage Envy
reviews and complaints

I have been with Massage Envy for over a year, and when my contract was coming to an end, the store manager's wife saw fit to submit a year renewal without my consent! When I found this out, I was furious and spoke to her on the phone about the situation, back in September 2017. She then assured me that she did not renew a yearly contract, instead, she had added me to her "friend" list, and given me an "awesome" monthly rate of $60.00. She also mentioned that I could cancel anytime since there was no yearly contract attached. This was all a lie! I came in on 12/13/17 to cancel and the staff told me once again, I was on a yearly contract etc. When I told them what their manager had told me, they just suggested I email my cancellation request to "[protected]@massageenvyclinics.com"and it would be taken care of. Well, I did this twice this month (December 2017) and no reply yet! So I walked into the location in Moreno Valley, CA on 12/19/17 - and found the manager sitting around. I mentioned to her again, I need to cancel my membership and she tells me that she needs a doctor's note or written proof that I am moving! I told her that is incorrect because she personally informed me she did not scam me for another yearly contract, and that I could cancel anytime with no issues. She suddenly remembered the conversation and told me I needed to email the email address noted above - [protected]@massageenvyclinics.com. I told her that I had already emailed them twice prior to coming in and she made the excuse, (which I have heard from her several times before), that her computer system was glitching and to try it again and call her back on Friday, 12/22/17. This has been a prolonged ongoing web of lies and I am beyond frustrated with the company and the management team. To get a hold of corporate office for Massage Envy is even harder - makes me wonder what type of business is being run. Very disappointing and ironic that a massage envy company is the initial cause of my stress in the first place. I would like my membership canceled immediately and need the paperwork to cancel sent to my email address at [protected]@hotmail.com

Thank you,
Jessica Cleveland

I cancelled my membership in September of 2017. I was told to come in to fill out paperwork. I went in to do this and was told I did not need to do that because my yearly membership was up anyway. They are continuing to charge me even after I requested a cancelation and was told that my membership was up. They have, so far been very unhelpful. I am disputing these charges and I am extremely furious. How dare they.

I have been a member for a fee months. I have enjoyed my membership however I am having to move unexpectedly. I had to cancel my membership due to moving and the closest location I'm in Savannah Ga which is 33 miles away. I ask if the manager would mind refunding me the charges for December as I will not be able to redeem them. They stated she would be in contact with me this morning when they opened at 9am. I never heard from her and when I called at 10 she had stepped out. At 1:15 This after noon I went into the location and they said she had left for vacation. They called her and she spoke with me and stated she couldn't help me ash she would not be back till Monday. She was suppose to be in contact with me this morning I seen the note which was left for her. She just didn't want to deal with the issue. I am now reaching out to you guys in hopes that you can resolve this issue so I can focuse on the bolidays with my family and getting ready to move.

Hello,

I am a member of the Denver LoDo office. I called to cancel my membership in October and spoke with one of the employees there. I did not write down her name. She was very friendly and informed me of the 2 credits I had left on my account, which needed to be used by end of November. I was however just charged again on my credit card. I called the location and spoke to the GM who said there was nothing in the record of me calling and that it needed to be done in writing. This was the first I was informed of this. She apologized but would do nothing about me being charged again. So I am being charged because the girl who took my call did not inform me of needing to submit in writing, which is a very inconvenient policy. I'm really upset about this and am asking for assistance. Thank you! Greg Lewis. lewis.[protected]@gmail. com [protected]

Beginning with the October 2017 charges, I was overcharged $5.00 on my monthly membership. Instead of $69.99, I was charged $75.00. When I noticed, I called my Massage Envy and they told me that I wasn't the first person that had called and complained. She assured me that I would receive a phone call after they hear back from Corporate about the issue as the charging/billing is not done locally.

Anyways, here we are is November 2017. I was charged again $5.00 extra. I called again and got the same explanation as the previous month. I asked her how long does it take to hear back? She didn't know. She didn't have an estimate.

So instead of getting right on this and getting it fixed and me reimbursed, I again have to wait until one day they receive some sort of remedy from Corporate. When? No one knows. I understand each Massage Envy is individually owned, but there has to be a better way to get this resolved. 2 months later in unacceptable. I get it's only $10 right now, but at this rate, they'll just keep overcharging and overcharging until I'm up in the $100s.

Still waiting on a phone call. I don't know my client number.

Called the Minnetonka MN location to cancel my appointment as I found out the same day that I had gotten lice from my daughter. Spoke to manager named Staci. She threatened me several times that she would charge my card unless I gave her a doctor's note, and I told her that I wasn't going to pay to see a doctor when I could see the lice in my hair. She accused me of lying and said I must have had symptoms earlier that morning when I made the appointment. She said she would charge me and hung up. I called back- she immediately hung up again. Called Eden Prairie location where I have my membership. They said there is no regional manager and they have nothing to do with the other location. I said I wanted my card off file so it couldn't be charged. Suddenly they said the "regional manager" would speak to me. A woman named Joan told me that I must have been yelling at Staci for her to hang up on me, and said that Staci told me I wouldn't be charged (not true). She told me it was in "everyone's" best interest to cancel my membership, but said she couldn't provide a written confirmation of this. When I told her I didn't trust them and needed confirmation, she called me crazy and said sarcastically "Oh wow that's real nice of you to say you don't trust me." She still refused to give written confirmation until I called back and complained to someone else, who said she wasn't actually the regional manager. Your managers at these locations basically treated me like dirt and forced me to cancel my membership. I did like my massage therapist Emily who I saw for the past year, but the managers are horrendous. They were extremely rude, lied, accused ME of harassment, and basically forced me to cancel my membership by trying to charge me for an appointment when I had lice.

I have an unresolved issue with Massage Envy clinic in Paramus NJ.
Since the end of September 2017 I spoke to the customer service representative at the corporate offices several times as well as with the location manager at Paramus NJ.
They have charged my credit card with unauthorized charges for the last 9 months.
So far they refuse to return me the money that was taken from my account without my authorization.
In the matter for me to cancel my membership they want me to sign a waver that I will have no further claims. I'm trying to cancel my membership with the Paramus location, since the end of September, but I'm not willing to not sign a waiver because I intend to pass this matter to my attorney.

The young woman working front desk or who was the receptionist was so rude to my mother who wanted to schedule an appointment and she asked about the services she was interrupted by the receptionist and she told my mother to leave. I went on Yelp and wrote a bad review and sure enough that specific location only had 2.5 stars. I am just in shock at how rude someone could be. She clearly hates her job and her life, and is clearly a miserable person, and she needs to be fired immediately. We will happily take our money and our business elsewhere.

I have problem with unfair policy with this company. I had emergency sititayin to cancel my facial appointment due to battery of my car discharged when I want to drove to the place and I could not move my car and needed to replace the battery. I could not make my appointment and since was on Sunday morning at 11 am and earlier time of their opening was at 10 am I called them and talked to the manager to cancel my appointment. She did not accept my excuse and told me base on the policy will charge me 50% of the massage cost. I am member of this massage therapy and they have charged me each month 70$. That's is so rediculus they do not understand this emergency situation and told me take a taxi and must go there. I would Like to cancel my membership due to unfair policy and unprofessional customer services. unfortunatly the manager of the company at Gaithersburg again emailed me and did not accept for any refund and told me need to go there for my cancelation of membership. I would like to refund my last month of membership cost and cancel my membership otherwise they need to talk to my lawyer.
Thanks
Mandana Manesh

On Thursday Oct 9 I called Massage Envy in sausaltio and made an appointment for the following Sunday morning, Oct 12, at 10:30 for acupressure headache treatment by Jing.
I showed up for my appt at 10:15. No one was in the lobby. I waited patiently. Once the receptionist showed, she asked what she can do for me. I replied that I had an appt at 10:30. She looked confused and asked for my information. She then proceeded to tell me that Jing is not in today. No further information was offered. I persisted and told her that I had an appt and when I made it. She basically told me sorry, there's nothing I can do.
I was beyond disappointed as I had to hire childcare and drive all the way there for an appt just to be told "sorry" no one is here. She did not seem the least bit apologetic and questioned me as to whether I actually did have an appt. this morning, as if I were the one who made the mistake.
The therapist, Jing, is a personal friend of the individual who referred me to this establishment. I was able to communicate with her directly. Jing told me that she called Envy on sat and told them she could not make it and was just as surprised as I was that no one contacted me.
I think i am more disappointed at the stance this woman took with me in addition to not offering any

I visited your location in Amherst New York on 11/8/17 at 5:30 pm and must say I am unsatisfied on several levels. First when the 90 minute session ended I was seated in the main lobby for review with the acting manager. While sitting there so conversations between the employees could finish, another client came out of the back & was very upset. I witnessed your manager tell that client one thing then told me that clients business, very unprofessional. I felt pressured to make a decision & he conned me into agreeing to join with a temporary membership. I do not feel comfortable dealing with companies with whom I can not trust and am concerned of the integrity and private matters of my file and don't feel that I can trust your firm. I am requesting that my "trial" membership be cancelled and if my request can't be met I will seek the advise of legal council. I would appreciate a quick response and in anticipation of such want to thank you in advance,

I had a massage at the minneapolis downtown location and received a massage from a therapist with very poor hygiene in an uncleaned room, I was completely uncomfortable the entire time and when I told the management they said I could not get a full refund because "he was doing his best" and 'you should have just left" really!?! As if it is my fault that they don't coach their therapists on proper hygiene. I am disgusted over their customer service and will never return. If anyone knows how to make a formal complaint please let me know!

Completely upset with staff member Stephanie! I called to reserve a spot for me and a friend for 7pm today. Stephanie told me she would hold the spot as I was not comfortable providing my credit card number over the phone. She stated that she would call me at 6:30pm if someone called to book the same appointment time and provide a credit card number. Upon arrival @640pm I attempt check in and was told there is no a spot available for my friend and I. I ask for Stephanie and her reply was "oh I meant to say I'd call you if we have a spot for you". I told her that was not what she told me over the phone, her reply was the same "I meant to say...". This is terrible customer service, I drove a distance to this location to be turned away due to Stephanies miscommunication.

I had been at massage envy In north reading mass they pushed me to buy the membership plan told me I could put on hold or cancel
Anytime when I called about this they told me I could cancel but Jt couldn't be done for that month. This has caused me to be overdrawn in my account and to not been able to pay rent or feeds children. I am a single parent working 3 jobs to make ends meet and now they are sitting with 130 of my money that I cannot use to get services unless I give them a new credit card. I disputed this and now they are harassing me for a new numbee I will never use this company again as I am again not able to pay bills. They call from cell phones and blocked numbers. That is harassment and I have had the numbers traces through the phone company and reporting all this to better business bureau and will be filing harassment charges with police unless my money is refunded. What company takes money someone when they are in a financial hardship and the. Harassed them for another card to take more money from them. I am also if not resolve with a refund back to me wolll
Make sure to write reviews all on social media sites to not use this company

Diana

Hi. I work at Massage Envy, Westwood and I've become fed up with the managers at the spa. First things first, Charlotte King is irresponsible as she is constantly forgetting to do things concerning not employees' schedules and payments, but client issues as well; she avoids them if possible, too, even when she is in her office. If she's not in her office, she's almost impossible to reach on the phone to resolve issues. As well, a new policy has been put in place concerning pay where if a client doesn't come in for their scheduled appointment whether it be not showing up, or not cancelling within five hours, and we can't find some way to charge them, we the staff will just not get paid. Even if the client comes in and there's a mistake that the staff caused (not the therapists) causing the client to refuse to pay, we still would not get paid. Services for staff are not free. Some people do not get paid training.

Last June 24, 2018 my daughter gave me a massage for Mother;s Day. A fast talking girl at the counter had me sign a membership. They have taken out of my checkbook and account $70.00 per month. I went on phased retirement in July and will retire at age 77 on June 28, 2019. I am getting by but this $70.00 is killing me and my checkbook. I tried to explain and they didn't even have the courtesy to reply to my request. Now I see where they took out another $70.00 on Oct. 25th. I have not been back as I can not afford this outlay of cash. Please, Please help me.!

Judy Eppler

Michelle Butler & Derrick Gripper
804-236-1124Home [protected] Cell
Couples Massage 10/9/2017 2:00 PM
7236 Bell Creek Rd., Ste. B, Mechanicsville VA, 23111

At 12:20 on 10/9/17 Jessica called me to change the time of couples massage from 2pm to 1pm. Derrick was in route to Richmond & I advise Jessica the acceptance in time change would totally be Derrick's decision. I provided her with his cell number.

The call was made to Derrick but now the terms of the couples massage had changed . He could be at 1pm and I would remain at 2pm. I became very upset because the original call to me offered us both a massage time of 1pm. This was not the offer presented to him. He would massage at 1pm (

I asked to inquire about a transfer, was approached in treatment room to sign voluntary paper, refused and fired in the middle of shift, with client present in the hallway-
owner threatened if he fired me, I would not be able to work for any massage envy again.

Todd Randall is the owner
Witness Gabriella Fuentes member of massage envy
my phone number [protected]
Tamara Webb

I Charlene Cottam was in today at 3:00pm for a hour and half medium pressure full body massage. This was a gift from a friend that was in town for the weekend, her name is Nancy Smith. We both had a hour and half massage. My massage therapist was named Monte. Honestly the worst therapist I have EVER had. Terrible bed side manner, which is not my complaint but thought you should know. This medium pressure turned out to be pin pointed on my left shoulder blade that he wasted 40 minutes using his thumb to pressure point or his elbow. Never his hand or fingers in a massage motion. He poked and poked for 40 minutes in that one place. He then went to other shoulder blade and spent another 15min doing same poking motion. Then unbelievably he went back to initial shoulder blade and started the same motion AGAIN! I then verbally (never have I ever done this before) said " I'm done! I can't take this anymore "He then moved to the legs and literally rubbed them, NOT massage them, a total of 3 times. Now he asks me to roll over. I must say I wanted to get off table and end it there. Laying on my back wasn't any better. More pressure pointing on back of my neck tat was more of an irritation than a massage. Finally it was over, worst experience I have ever had. I did not complain at front desk I didn't want any drama in front of a room full of your other clients. I want you to reimburse my friend her 1.5 of credits for this terrible massage. Please contact me at my email address [protected]@yahoo.com

I have had a membership with Southlake East Texas for years. I have contacted them 7 times - 3 specific conversations and 2 - l v m and 2 just hung up. I spoke with Michelle twice and she promised she would send me a statement showing the messages I have used because our records reflect different things. I show I haven't used all my massages and she says I have but can not give me dates. I asked for that statement and a cancellation form to be emailed me both times we spoke. Have received nothing. On 9/24 I called and spoke with Gabby and she Michelle would not be in until Tuesday but she would text her and try to get this taken care of. I heard nothing from Michelle.
I use the Preston Forest location in Dallas all the time and they are so kind and caring about members. My next step is to turn this over to the Better Business Bureau for resolution. I think Corporate should know what type of membership values Southlake East has.