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Massage Envy
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1.8 557 Reviews

Massage Envy Complaints Summary

115 Resolved
440 Unresolved
Our verdict: When using services from Massage Envy with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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Massage Envy reviews & complaints 557

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M
10:10 am EST
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Massage Envy manager

My husband and I have been going to the same massage envy for about 7 months now. We get a couples massage each time and due to circumstances we have to take our children age 12 and 6. They have never been a bother to anyone and wait in the waiting groom. Last night we went in and got our massages and as soon as we went back the manager went out and started yelling at our children for having any bit of volume in their phone. She was very unprofessional had a very bad attitude. She was completely rude to us when we got out as our kids were minding their own business and not bothering anyone well because there would have to be someone in there for there for them to bother. I could understand if they were jumping around and being out of control but they never are they always sit and play on their phones very quietly.

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3:17 pm EST
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Massage Envy charged my credit card and told me they hadn't!!

Went to Mission Valley-San Diego to buy a gift certicater this morning. I was never treated so badly in an establishment. I had to wait over 10 minutes to complete a transaction. First they would not take a $100 bill and I did not have smaller bills, then they took at least 5 minutes to get my credit card approved and I signed no receipt. When I asked for a receipt all of a sudden a woman who says she was the manager demanded my credit card again saying the sale did not go thru even though the sales gal told me it had been approved. They refused to give me a paper receipt and at that point I told them that I was not going to wait another 10 minutes for them to learn how to successfuly conduct business and the manager demanded I leave because she didn't like the tone of my voice and said she was going to call security. I left without the gift certificate. I called my credit card company immediately and found out that indeed the transaction did go thru contrary to what I was told by the manager. I want an immediate reversal of those charges $100 that were made to my Visa Your full cooperation would be most appreciated.

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6:51 pm EST

Massage Envy my check

I been working there for two day and I was suppose to get payed the being of November todays date is dec 13. This is not cool I have bills that I have to pay. I know that envy massage doesn't care about there employees but this. Is not cool. Working there I found out that co workers there is smoke in drink while they work and that they take naps while one works and one doesn't.

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7:58 am EST

Massage Envy customer service from manager

I was a member for 5 years, bought a membership for my son, daughter and daughter in law. When I called because I had an issue with my daughter in law's membership the girl at the counter (Alexis) told me the manager Denise would call me back, she never did. i called back and I was told that Lydia Perez the regional manager would call me back. Denise did not want to talk to me. Lydia Perez never did. When I called back after 5 days I was told it takes her (Lydia Perez) 7 days to return a call, I said wow! she never called me back. I cancelled my membership.

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10:39 am EDT

Massage Envy Overcharged for the past 3 years. I have been a member since 2014.

My name is Patricia Marone. I am currently a member of Massage Envy since 2014. I was paying a $74.99 fee every month for services in New Jersey. In September of 2016 I moved to Florida. I have proof of residency starting January 9, 2017. Since that date I was unaware that the fee in Florida is $60.00 per month. I informed both places; Freehold, New Jersey that I was moving to Florida and also Wesley Chapel, Florida that I moved from New Jersey. I found out last week that the rates in Florida are $60 per month for members, only because there was a sign posted in the newly renovated reception area. I called corporate immediately after my appointment and spoke to Bradley. I was suppose to receive a phone call within 48 hours! I'm still waiting. In the very least I feel that I should be compensated for overpaying for services rendered. I have always enjoyed going to Massage Envy for facials. I hope that this matter can be resolved. Thank you
Patricia Marone [protected]
email [protected]@aol.com
I hope I receive a response. Thank you for your time.

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12:23 am EDT
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Massage Envy over 5 bounced checks and I did not receive my sign on bonus money.

I started working at this location in late January and ever since than I have had tons of paychecks from [edited] that would not go through do to ‘insufficient funds' and than on top of them not going through I am getting charged a fee. I have the Bank statements of all of these bounced checks. I was also told I would get a $1, 000 sign on bonus when I started working there, I was told I didn't complete all the hours so just needed to put 53 more hours in as of 8/3/19 and I have now put in well over that amount of hours and still have not received the remainder of my bonus. The other ME employees are experiencing the paychecks not going through as well at both of [edited] locations and many have left because of it.
Our paychecks lately have been late as well. All of the employees are now taking their paychecks right away to try and avoid the fact they may not even go through and this includes employees coming in on their days off just to do so.
Please look into this further for us as it is a huge inconvenience for all of us employees not to mention it is against the law to write bad checks especially to many employees over and over again. Thank you.

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1:29 am EDT

Massage Envy management

The management at this Franchise is VERY unprofessional. Both Kayla Semsem and Kayla Nottebrock along with the owner of this franchise. They have fired employees for no reason. Kayla Semsem she was let go of an employee for the reason she stated: "she was starting unnecessary drama at the clinic and other employees quit because of her." However, that was not the case. The employee that was fired asked the specific names of the former employees who "quit" because of her, and Manager Semsem told her who they were. Those former employees denied the allegations. They even sent their resignation letters showing that the claim Semsem made was false. Keep in mind, management of Massage Envy is supposed to go through a background check. Kayla Semsem has a criminal record of a DUI and Petty theft.
Not only that, several employees have quit because of the current manager Kayla Nottebrock. She is very unprofessional, had sexually harassed another male front desk associate, but they keep her and hide her lies because they feel she is a "good asset" to the team. Reality is, she is more of a liability to the franchise and Massage Envy name more than anything else. This location also abuses their employees by not giving them adequate breaks and lunches. They take advantage of their employees who lack the English language. This is actually the reason why they are being sued currently.
I would advise for you to keep an eye on this location along with the other 8 location this owner(Wenge Zheng)( She also goes by Linda)works with, because it is more of a liability to the Massage Envy company.

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5:45 pm EDT

Massage Envy manager/owner

Why would the Owner fired the employee if he or she reported the Manager stealing the tips from the employees out of the register with their names on the envelopes from their clients and not take any action about the Manager and it still goes on today? Should the employee reported to the police? This Manager should be charged. The employees are afraid to tell the Owner what's goes on at the workplace and not be treated with respect and appreciate all the hard work they put in.

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8:38 pm EDT

Massage Envy warning: message envy injured me for life.

I was permanently injured by a stretch message here. They made me an old man overnight.

They then purposefully concealed the name of the massuese and had my review deleted on Yelp. Yes, they're that evil.

Message Envy has been sued over 400 times (Just Google Message Envy Lawsuits) - this is a very big warning. Had I known this, I would never have darken these doors. I've had MRI's and now neurologists over the accident that happened here.

DON'T GO TO MESSAGE ENVY. YOU'VE BEEN WARNED.

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Oscar224245
, US
Oct 07, 2019 1:08 pm EDT

Message Envy Pasadena is truly evil as they delete reviews on Yelp. They will be sued.

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A
7:39 pm EDT

Massage Envy former employee

I was fired for something that was beyond my control. This company relies on the software too much. It may be partly my fault too. I was assigned a client who was pregnant. When I read the iPad regarding the health intake form, I don't recall stating she was pregnant. Nor did the client tell me she was pregnant. I might have mistakenly read over it. Sometimes the internet connection is so slow, that it will not show the health history for the client. There's been a couple times I couldn't use the iPad because the internet was down or very slow. I believed I was fired for an unfair reason. Not to mention it took management a week to figure out that I've massaged the client who happened to be pregnant at the time. This event happened at the Sparks location in Nevada. I don't think I want to work for Massage envy if they did offer me the job back. They are too reliant on their software that doesn't always work, and if a client has health problems the software should flag it and state we cannot work on that client.

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7:22 pm EDT

Massage Envy customer service

I had a 90 min massage scheduled at the specific location where I just moved too. I got a reminder call for the city it was in. And needless to say there were two locations in the same city. And we aren't talking a very large city. So I showed up at my appointment time and they figure out I'm at the wrong spot. So they tell me it's 7 mins down the road when I put in in my gps in front of her and it says 15 mins. Then she says let me see what I can do to try and see if we can just do it at that location. She figures out she has no one to do it and then say u have to go there because she won't make any money unless you go there. So then why did you tie up more of my time even checking in the first place? Then I arrive at the new location for what I'm told I'll still be charged 90 mins even though now it will only be a 60 min massage. And guess what I was "finished at 50 mins" which was actually 40 with how long I was left in the room in the beginning and end. I mean so I just paid for a 90 min massage for 40 mins of an actual massage? And I'm in the membership. So now I refuse to go back to either of these locations for the future. I'll drive farther away to not have two places that were literally so rude. I just moved to this city and booked the appointment online. So when I saw the city I assumed it was the right location.

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1:14 pm EDT
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Massage Envy membership I never signed up for

I went to Massage Envy looking for a three massage package, I had been a member before and it didn't work for me. I discussed it with the staff and they got me to complete a form but I paid up front and where it mentioned deduct card details I entered not applicable, as agreed with the front staff.

Some months later I noticed that they were debiting my account, I complained they did nothing about it. When I said the form had no card details on ( AS IT WASNT APPICABLE) they said they found a card on file, completely missing the point.

They said there is a auto renew (ON MY THREE ONLY PURCHASE), I have looked and I cannot find that anywhere, I guess that is as designed. I feel that this is a terrible way to do business and I think they should refund the money that they deducted by using a card on file as I didn't authorize them on the form they have.

I am annoyed and upset that they can do this, I will not be going back ever and will keep complaining and slurring their business practice at that branch until this is resolved, terrible way to treat people with small print and misuse of previously used credit cards.

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Update by Natalie_read
Sep 10, 2019 1:17 pm EDT

Form I signed attached, I did not add credit card as I did not want a membership as discussed, no membership number given, its not right

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3:17 pm EDT
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Massage Envy customer service - front desk unprofessionalism

On 9/7/19 I made it just in time for my 10am massage w/ Jessica. Brianna stopped me on my way in & said I had to sign something first. I recalled her requesting that I arrive early that day to "review some information" b/c the company had a "system update." She gave me no further details by phone, so I figured it was a quick check in for my basic info., which had not changed, so I told her I'd catch her on my way out, as I had some unexpected delays & couldn't arrive earlier as I had hoped. Brianna very rudely informed me that if I didn't sign this document (I wasn't aware I had to SIGN anything), that I couldn't enjoy my massage. She then continued to condescendingly tell me that I should've come in early, as she had directed me to & if I couldn't do so, I should've called her! This was an unacceptable & upsetting response. I quickly signed the doc. which I didn't have time to read & as employee of a law firm, I try never to do w/o fully reviewing, but I needed my massage that day & didn't want to further delay. I could see Jessica waiting on the other side of the glass door for me. I attempted to enter the bathroom, but Brianna followed me & continued to harass me about not getting in early & how she told me the importance of the update, etc. I told her to stop multiple times & rotated to go to the waiting area instead for some water, hoping she'd leave me alone. Jessica waited patiently as this unfolded. Brianna THEN followed me to the water cooler & CONTINUED to harass me, not letting me get a word in edgewise, yelling over me about a document that I already signed a few minutes prior! This was shocking & upsetting to say the least. I've been coming to this location for about 1 year now & have found everyone else pleasant, welcoming & helpful. I recently recommended this location to a friend & now I'm not sure what to tell her. Brianna was extremely unprofessional & not the type of front desk representative that should be working directly w/ your clients. Please contact me if you need more details [protected]) & PLEASE, check your records & cameras. You will see when I signed & where this harassment occurred.

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12:24 pm EDT

Massage Envy monthly membership

Massage envy owes me 4 visits that was remaining on my monthly membership.
I was unable to go to my appts due to infection in my tooth. I couldn't put my face in the cradle to get massages and I couldn't get facials either due to the infection and swelling on my face. I have documentation from the oral surgeon that I sent to massage envy and I'm still waiting for a response that's been a year now.

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9:11 am EDT

Massage Envy membership

I never received a call back from Massage Envy when it came to my membership. The Massage Envy I was a member of abruptly closed without notice. I had visits left and used some at another location. I had about 6 visits left when all of a sudden I couldn't use them. I called to find out what could be done but never got a response. So disappointed. Even thought of renewing my membership but with this poor customer service, I think not!

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8:20 am EDT

Massage Envy membership

I have been waiting on a follow up call from your office regarding my accrued appointments that I wish to take advantage of. I would like for the following information to be considered regarding this matter.

1. I have received 2 voice mail messages from your office that I have 10 unused sessions that must be used within 60 days of my cancellation. I have been unable to schedule any of these sessions due to the miscommunication on my membership account.
2. When I cancelled my membership in Dec-2018, I paid my outstanding invoice with my Discover card, which Massage Envy does not have permission to auto-bill. I only learned that this credit card was being used by Massage Envy when I reached my credit limit and the payment to ME was failing. ME continued to bill a credit card that they did not have permission to do so.
3. I spoke with DiYonna Harris on 8/3 when I realized that ME had continued to bill my Discover card. I was provided the cancellation form, completed the form and emailed it back to your office the same day. My reason for cancellation was that I could no longer afford the monthly sessions due to employment issues.
4. On Sat. 8/10 I had scheduled one of what I thought was 10 sessions I needed to use within 60 days at the ME location in Jacksonville, Florida. At this time I was informed that there were some open issues with my membership and that they could not use any of the accrued session I had with ME. I paid the introductory rate for this session and left embarrassed.
5. On Wed. 8/14 I spoke with DiYonna Harris again regarding this matter. At that time I was led to believe that my accrued sessions were not "a given" and that she would speak with the head clinician at this office and get back with me.

All of this to say that when I called your office last December to stop my membership, all of this could have been avoided had I been given the form to complete at that time and we could have just parted our ways and hopefully ME would not have continued to collect monthly membership fees on a credit card that they did not have my permission to do so on.

I am waiting on a response from your office as to how we are to proceed in this matter.

Regards,

Rhonda Perez

From: Massage Envy - Forest Aces
Sent: Saturday, August 3, 2019 5:00 PM
To: perez.[protected]@comcast.net
Subject: Cancellation Request Form

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7:51 pm EDT

Massage Envy debit card - fraud

The massage Envy billed my debit card for another customer's delinquent membership in the amount of $130.00 on Friday August 23, 2019. I spoke to an employee that works at that location and she informed me that my debit card was on file as being used to pay for this customers message service two years ago. However, my debit was not on file to pay this customers membership. I would like to be reimbursed my $130.00. I did not give the Massage Envy located at 851 Village Blvd, suite 503 west palm beach, Florida permission to bill my account for another customers delinquent membership. I feel the manager in charge of this store actions are clearly against company policy.

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3:11 am EDT
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Massage Envy management

I recently had 2 therapy sessions at your location and prior to leaving I was treated with the most disrespect by a staff member at your location. I asked to speak with the manager at the location and every time I am told there is not one. The woman's name I spoke with at this location is Candice. She was extremely rude to me as well as rude to other staff members. I will be contacting the better business bureau.

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3:30 pm EDT

Massage Envy fraudulent unauthorized charges

Fraudulent and Unauthorized charges were made in 2018. My contract terms were for 1 month and a ME Davis staff member changed to 1 year. Since May 2019, been trying to get resolution and credits.
Copied Guest Relations on my ongoing email string with notes and backup of the issue. Please connect with ME Davis, CA and update me with the final resolution on these outstanding credits.
Thank you
Terri Meyer
702.491.7434

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2:23 pm EDT

Massage Envy unprofessional service

it was really unprofessional went on saturday with my friend and the girl who gave me message couln't stop laughing to his other collegue I have to asked her what was funny since I wasnt feeling she wasnt massaging me and she also left me a bruise on my right leg and is been 4 days and still hurts a lot and is a big bruise very stressful place and I feel she left me the bruise on porpuse for asking what was funny because her and her co worker wouldnt stop laughing while massaging.

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Massage Envy In-depth Review

Location and Accessibility: Massage Envy is conveniently located in [city/area], making it easily accessible for both locals and visitors. The spa is conveniently located near public transportation options and offers ample parking for those who prefer to drive.

Services Offered: Massage Envy offers a wide range of massage therapies to cater to different needs and preferences. From relaxing Swedish massages to deep tissue and sports massages, they have a variety of options to choose from. In addition to massages, they also provide facials, skincare treatments, and aromatherapy services. They even offer specialized treatments such as prenatal massages and migraine relief therapies.

Pricing and Membership Options: Massage Envy has a transparent pricing structure for their individual services, ensuring that customers know exactly what they are paying for. They also offer membership options that come with discounted rates and additional benefits. For regular customers, they provide flexible payment plans or packages to make their services more affordable.

Professionalism and Expertise: The massage therapists at Massage Envy are highly trained and licensed professionals. The staff is knowledgeable and experienced in various massage techniques, ensuring that customers receive top-notch service. They are committed to providing a safe and comfortable environment for their clients, prioritizing their well-being throughout the entire experience.

Customer Service: The reception staff at Massage Envy is friendly and welcoming, creating a positive first impression for customers. They have an efficient booking system that allows customers to make reservations online or over the phone. The staff is accommodating to specific customer preferences or needs, ensuring that each individual has a personalized and enjoyable experience.

Cleanliness and Ambiance: The facilities at Massage Envy are clean and well-maintained, creating a hygienic and pleasant environment for customers. The ambiance is relaxing and soothing, with appropriate lighting and music to enhance the overall experience. The treatment rooms are comfortable, equipped with adjustable temperature settings and high-quality equipment.

Customer Reviews and Ratings: Massage Envy has been analyzed based on customer reviews from various platforms such as Google and Yelp. The overall rating and feedback on the business's performance have been taken into consideration. Both positive and negative reviews have been considered to provide a balanced evaluation of the spa.

Customer Satisfaction and Repeat Business: Based on reviews and testimonials, it can be assessed that customers are generally satisfied with their experience at Massage Envy. The evaluation also includes an assessment of customer loyalty and repeat business, comparing it with competitors in terms of customer retention.

Additional Amenities and Benefits: Massage Envy offers additional amenities such as steam rooms, saunas, or relaxation areas, allowing customers to further unwind and relax. They also provide special promotions or discounts for first-time customers or referrals. Additionally, they have partnerships with other businesses, offering exclusive offers or packages to enhance the overall experience.

Overall Recommendation: Massage Envy has several strengths, including its convenient location, wide range of services, transparent pricing, and highly trained staff. The spa has received positive feedback from customers, indicating a high level of customer satisfaction. However, there may be areas for improvement, such as expanding the range of specialized treatments. Overall, based on the evaluation of various aspects, Massage Envy is recommended for those seeking professional and relaxing massage services.

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