Massage Envy
reviews and complaints

I have 2000 dollars saved up from covid fiasco...so I stopped my auto payment. Now they tell me I have to use it in 2 months..then they upped it to three...how generous...not. They want me to buy back into the contract in order to give me more time to use my 2000. I am trying to use up the 2000 ...not add to it. This is insane. I would need 6 months to use it...why cant they give that time? I kept the monthly payment going to support the business and this is how they treat you? regina foucht [protected]@juno.com lynnwood washington

I paid for a membership from 2/2020 to 2/2021.
I can't wear a mask because I have PTSD and anything covering my face gives me extreme anxiety and that leads to panic attacks.
In the summer of 2020, I was allowed to get a massage without a mask and nobody had a problem with it.
They changed their policy in the fall and I was not welcome without a mask at all, even though I have told them what my issue is.

At the end of my membership I had three credits on my account.
They told me I could use my credits whenever the mask policy changed.
It is now May and they are still telling me I have to wear a mask, even though the CDC has changed its guidelines.

I bought a membership at Massage Envy because I have a very stressful job and I need massages to relieve the tension in my neck and shoulders.
I have asked several times for a refund so I can use that $180.00 at another facility that does not discriminate against guests who cannot cover their faces during a massage. The only response is "we can't give refunds".

I have filed a complaint with the BBB and that was closed because they refused to respond to the complaint.

I paid for a service that I did not receive. I am not welcome in their facility because I physically am not able to wear a mask during a massage. I want my $180.00 back. Why is that so difficult?

I'm unable to talk with Lori - the person above the Alexa. Alexa who is the manager is nice on the phone, but says she will do something and does NOT. I've asked 4x now for a freeze form, as well as my card to be removed. My card has been charged 2 more times and i'm asked for a refund and she says she will ask Lori but its almost going to get charged again. Each time she says she will remove the card and this and doesn't happen. I've asked now 4x to speak with Lori or get a call back, and nothing has happened. It is one thing to work with someone but Alexa won't do anything she says. I'm extremely frustrated and would like Lori to call me asap.

I own a gift card which I have had for over two years and never used it. This morning when I called to make an appointment and confirmed the balance, I was told it had been used last month at the Aurora SW Massage Envy in Colorado. I live in Miami, Florida and have never traveled to Colorado. Apparently someone is using my card and I cannot get a hold of anyone at that location. I just keep getting a recording. [protected].

Please contact me asap to get this matter resolved. Thank you.

Massage Envy in Long Beach Town Center will not stop Billing me for services they are not able to perform during COVID 19 Pandemic. I have made 3 separate appointments
1) first one cancelled by them
2) second one, I showed up for scheduled appointment and no one was there
3) third one, I showed up for scheduled appointment and they said I had to lie and sign a form that my Dr. referred me for a massage for a medical necessity even though I told them my Dr. had not referred me. Meanwhile they are charging me $70.00 every month and I can't get them to stop charging me. I cannot get anything but a local email address [protected]@gmail.com. I have emailed them but no response. I have called every month and when I complain about no response to email. They say email many times and then I complain about no response and they say mgr has 500 emails a day which is why I have not heard response. Ugh!
Please help.

I am writing to share a negative experience with both your customer service and your process overall. I was recently a patron at your location in Naperville (South) located at: 2720 Showplace DriveSuite 100Naperville, IL 60564. I tried to deal with the manager at that location "Sarah" and she was both trite/condescending and rude trying to get an understanding of why my card continued to be charged despite us attempting to put my girlfriend's membership on hold.

We were charged for $400 of massages we were unable to use prior to the cut-off date that was buried in your contract paperwork.

Facts:

-Your front desk people at this location never informed me that there was no way to pause the account and still use charged massages when I signed up
-The fact you have to use all of the massages already charged for before a certain time was also not communicated to me when signing up
-I was never told that I had to go through a formal process to pause the account so my card continued to be charged while she was not going for the service
-Your in location sign up process is not transparent and your managers are rude.

Now I have to waste more of my time going through requesting a credit through my credit card company and if that is not honored I will take legal steps while also sharing my experience online on all the review sites possible.

If you want to reach out to me do so through corporate with high tier support; I have no interest in dealing with anyone at this location moving forward.

A very dissatisfied customer,

Sean Foote