Massage Envy
reviews and complaints

I have 32 credits with Massage Envy, and I was trying today to freeze my account with them for 6 months, not to pay any money during that time to them, but both the front clerk, and the office manager in Flagstaff, AZ told me that I cannot do that because I had been doing that for the last 3 or 4 years. What the 6 month freeze requires is that you don't pay anything for 6 months and on your 7th month you go back to paying the monthly amount.

I reason why I cannot go to Flagstaff, AZ, a 2 hr. Drive from my house, is due to health problems... and I would think that in 6 months time, I might be able to schedule some appointments but not now. I dont think I am asking for much. But the staff at the Flagstaff, AZ location refuse to work with me. I want either someone to investigate how if you have that much credits which equals to 2300.00, would not work with you... and if they don't work with you, then shouldn't you have the right to cancelled the contract and get your money back. If a business takes that much MONEY from a client's, is this even legal? Because this would be like a scam to me.

I realized that I did sign up for to be taken out from my bank account, but this was when my health was better and was able to schedule appointments for massages, but now I cannot be in a vehicle for 2 hours.

My solution to this, give me my $ back or my 6 months freeze with no $ coming out of bank acount... or rather make it a year freeze, no $ coming out of my account.

Thank you for your help and consideration in this matter, I really appreciate it.

I’ve been a member for years and lately it’s been so difficult to schedule appointment with my preferred and even non preferred therapist . Currently I have a lot if credits more than a dozen. I wanted to cancel my membership but the policy says I have to use all these credits in 60 days. How am I able to schedule all these credits? I am just requesting to give me at least a year to use up all those credits.

We have been Massage Envy customers over 15 years. We started in Flower Mound TX. When they opened the one in Corinth we transferred our membership, we live in Denton have tried multiple times to move our membership to Denton. We went to the Corinth location and filled out the form's multiple times. We have called and have done everything we can do. Each time the manager is conveniently out and will get back to us. We have been utilizing the Denton location and they have tried unsuccessfully to move our membership. I finally got a hold of a manager in Corinth, and they tell me that my husband and I must cancel our membership and start over. I know this is not accurate as we can go to other locations. They know we have multiple credits and would not likely do that. Even if they were closer to us I had stopped going hence so many credits. They cannot keep help and the last 3 people we have spoken to lack either the authority or willingness to aid. The Denton locations has been kind enough not to charge us the $10 fee for using your membership elsewhere. This seems to be a result of either trying to inflate their membership numbers or a effort to ensure they keep some of the revenue.

I purchased 2 gift cards online in December of 22 for Christmas gifts. My boyfriend and I went to use the cards on April 18th 2023 and they said that we were not in the system. I have a receipt of where I paid in full for the gift cards. I paid a total of 175.00 and I would like to receive a full refund. I am trying to scan you the receipt but it want let me send due to you do not use pdf files for scanning. I do not have the formats that is required. Please give me a call at [protected] so that we can resolve this issue. Thank yoyu!

Good morning,

My name is Alexandria Patterson and I’m having a problem with canceling my membership with your company. I’ve been a member since 2018 and I’ve only been able to book services with this company 5 times due to the online booking system not showing any available appointment times at multiple locations in the Chicago land area. I’ve spoken to customer service several times about this issue and no resolution has come about. I even asked about canceling my membership but was told there would be a cancellation fee (But why charge me a cancellation fee when I can’t book a appointment?) I originally open the account in Richmond, VA back in 2018 because I was there for work, but I soon returned home to Chicago and was told I could use this service anywhere I was at. Sadly, I’ve only been able to book an appointment 3 times in Chicago/ surrounding suburbs. If you check my account, you will see I have a lot of un-used hours, and I continue to pay the monthly fee even though I can’t book an appointment.

I would like to cancel my membership because it does not make sense to keep paying $75 per month on something I cannot use. I don’t think I should be charged to cancel my membership when I’ve already paid this company $4,500 within 5yrs and have only used the service 5 times. It would be greatly appreciated if you can help me with this issue.

Thank you and I look forward to chatting with you soon.

I have been a member of Massage Envy since 2019. I pay a monthly fee of $70 plus, however, I am unable to use it because there are no appointments available on a consistent basis. I have 10 1/2 credits that I cannot use at the Glen Burnie location and if I am able to use them at other locations, I have to pay an additional fee. I want to cancel my membership, but would not be able to use all of the credits within 60 days, due to the lack of available appointments. I want to cancel and get my money back for the credits I currently have. This is a scam, sham and shame. There are numerous complaints regarding this same issue. They are just taking peoples money knowing they cannot fulfill the commitment.

My daughter and I have been members at Massage Envy for years. With Covid and life we have several hours in the bank, and we find it impossible to make appointments or find a way to use those hours on a consistent basis.

I request appointments each time I go, and they tell me the schedule has not been set. I have a therapist that I want to see, and she gets new people instead of a consistent time with me. They will not schedule me with her.

I make phone calls and leave messages and they do not respond or get things changed correctly.

I was at the store in mid march and could not schedule anything in April, and then a week later, April is all scheduled out. I have tried to schedule my daughter for sometime, and there is nothing for April and they will not tell me when May scheduling is available. My therapist has no appointments. They offer no solution. I would love to know the system so that I can schedule appointments.

I went in for a massage, expecting a relaxing experience. It was painful. I was asked how much pain on a scale of 1 to 10. I said 8 or 9. You would think this would be a good indicator that you need to back of or move to another area. I came home in more pain that when I went. There are scratches, raised and through the skin in some areas, all up and down my back and my neck. I have alerted and sent pictures to the office demanding a refund, and at least an apology. Perhaps teach customer care, and my goodness! If you are going to be a masseuse, cut your nails. There is no way that this was not seen while it was happening. Again, It was so painful that no, I did not feel the nails cutting into my skin. I was just in pain.

Massage Envy reinstated my account after COVID charging over $2500 in fees over the course of 3 years without alerting us and they offer no way to exhaust the services charges due to lack of availability of service technicians. They continue to ingore my requests for reasonable resolution and offer no concessions.to use their services without additional charges.