Massage Envy
reviews and complaints

I arrived ten minutes early as directed and then sat in the waiting room for twenty minutes. After twenty minutes I asked the receptionist if they forgot about me. She checked and discovered that my massage therapist was not there today. After complaining I was given a ten dollar aromatherapy ad on. This is a completely inadequate compensation for wasting forty five minutes during the work week. I asked to speak with the manager and she said it was all she could do. All you needed to do to keep a happy customer was to offer me a free massage. If I were forty five minutes late you would have charged me.
I have been with massage envy for a few years and have been very happy with my services until now.

I have been a customer for almost 3 years and every month they deduct $60. Some months I don't get a massage and the ones you pay for roll over to use later. I have 2.5 massages in roll over in my account that I paid for. Someone defrauded me and stole my credit card info which was the card that massage envy charged every month. They called and said my cc didn't work and I told them what happened and I told them I'd be in with my new cc on Monday to swipe it as I was not about to give my cc info over the phone. They said that was fine. Since I was on the phone I book a massage for later in the day b/c I had 2.5 massages that I had already paid for that I hadn't used yet. I show up for my massage and they say I can't use the ones I have already paid for unless I give them a new cc to charge monthly. This doesn't make any sense to me, seems possibly illegal and is horrible customer service. I told the supervisor that no one said anything about there being an issue earlier and after explaining and getting stressed out she called someone and then said it was ok for me to go ahead and have the massage and it would be worked out on Monday. After my massage she told me that I had to pay for the massage I had just had immediately, contradictory to what she said before the massage b/c that what her manager said, it had to be covered now. I told her her manager could call me. I'm so pissed off about having to stress out before and after a massage plus it doesn't make sense since I have already paid and had 2.5 massage hours in my account.

I have been a member for several years. My sister and I went for a Microderm Abrasion treatment in Franklin, Mass. We had been scheduled for 10 and 11. We were both out by 10:45. The microderm came with no facial at all. Just the microderm. I asked the manager why he bothered to schedule us for 2 appointments and why we did not get the facial. He had no response. Each microderm is two visits or $100 per person. Did not get our moneys worth. Would like a return of a couple credits. Not liking Franklin Mass at all. Much better in the Villages Florida.
Massage Envy should make sure each franchise does the same work at each salon. Knowing what you should be receiving with every treatment should be standard practice.

I went into the Salon looking for a soothing massage to what seems to be back pain, I was introduced to membership # [protected]) after I asked twice if I would be locked into a contract, I was told that I could cancel anytime if I was not pleased.
Well, I was pleased with the first initial session, but the back pain was excruciating forcing me to get additional medical attention, I was diagnosed with an inflamed disk and recommended different treatment to alleviate it,
So I called the office to cancel the membership since their services were not something that I could benefit for the time being.
got no response except for the fact that they call to request payment and are unwilling to work to resolve the cancellation, even after I submitted some paperwork from what Doctor recommended based on his observation.
How long does the cancellation process take? especially since my medical record is not something that the Doctor is willing to share unless your HIPAA compliant.

Your services are not something I could use nor benefit at the moment, given my condition, but your lack of response and unwillingness to work to resolve this makes your practice to appear quizzical.

I was forced to cancel my membership after 1 year due to a period of unemployment and was told I had several accrued points that could be used over a 6 month period following the end of my membership. this was a bait and switch lie. I was given 60 days had I been told this I would have canceled and sued to get out of the contract in Nov 2018 instead of continuing to pay even though it was a financial hardship through Feb 2019. I also was not able to use my points as wanted because they don't have enough staff trained to do multiple services. Don't ever sign a membership with these people they fake and will lie to your face to get as much money as possible but can't keep quality massage therapists staffed. I am done with the fake massage places, only formal medical providers and doctors from now on.

They sold me a 6 month membership, and continued to bill my account and draft the fees endlessly. They have a lot of fine print and are misleading when they say 6 month membership it's actually a life long membership unless you cancel in writing 30 days in advance. I hate this place they took my money 7 months worth of treatments and said "sorry I should of read the contract" that they sold me and mislead me on. Who has 7 months worth of treatments and money that they can just give away! I'm sorry but this is just illegal! And should be leagally pursued. They pray on victims like me I'm sure they have thousands of similar cases of innocently ripping good honest people off.

My husband and i opened an account at Massage Envy in Jersey City years ago. My husband recently found out that he lost his 31.5 massages which he had accumulated. He was told that hte company recently migrated to a new technology system and this was a situation occurring to many. Upon further investigation i found out that my husband's account was closed in JC due to 'lack of payment'. We share a joint account so our credit cards are the same. Every time I needed to update my credit card, i would tell them my husband's needs updating too. Clearly the incompetency is great at JC as my husband's account was closed due to lack of payment with 31.5 massages! How is it that mine is still open when we have the same account and his is closed..especially when i would ask them to update his card as well! Furthermore i was told that he opened up a new account in another location... why would a man who has 31.5 massages open up an account elsehwere?! I've called the corporate office of Massage Envy of Branchburg and Berkely Heights and repeatedly and have left about 7 messages with no acknowledgement of call or a return of call. This is the absolute worst customer service i've ever experienced. We are out over 2000 dollars bc of incompetency of workers and complete disorganization. I am beyond frustrated as NO ONE is helping us with this situation. As soon as i'm done with these accumulated massages..i'm closing this account and will warn everyone about Massage Envy. UP until this point, i had no issues... but now i'm a very disgruntled customer.

I have tried to cancel my account with massage envy in Nampa Idaho several times. They keep giving me an email to send in why I am cancelling. They never answer back and continue to withdraw money from my bank.
This is the WORST customer service I have ever dealt with. I myself have been in management (retail) over 35 years. I would NEVER treat my customers this way!
I have been a customer for several years but have moved and cannot get an appoinment when I am in town. Also my favorite therapist is no longer with your company.
I just want my acct closed

Sincerely
Rebecca(Becky)Warden

South Carolina location. After filling out the paperwork, I was then put in a waiting room. Over 20 minutes past by, and no one came for me. I then walked out to the reception desk and I was told by the manager, sorry your Massage Therapist went home sick. Why did he wait 20 minutes to tell me that! He offered me an appointment at 9pm that same evening. I then said you expect me to come 3hours later on a Stormy Night!
I found this location to be totally Unprofessional and my relaxing experienced was ruined! I will never recommend Massage Envy Spa to anyone.

Rena Meltzer
Email - [protected]@gmail.com

I recently booked an appointment for a massage, and the girl on the phone told me the appointment was for Wednesday at noon. I'm positive this is what she said as I wrote it down on my refrigerator as soon as she said it. She was wrong, and the appointment was actually on Tuesday. So imagine my surprise when at 12:20 on Tuesday, I get a voicemail from massage envy notifying me I am missing my massage... I called back immediately, and said that the person had told me the appointment was for Wednesday, but the manager said that since a confirmation email went out, there's "nothing they can do" and I'm getting charged. So even though it wasn't my mistake, since I assumed I knew the correct date/time, and therefore didn't take steps to find and correct the mistake, I have to pay for it. I've been a massage envy member for several years. Nice repayment of my customer loyalty. I will no longer be a member as soon as my current massages have been used up.

I just had the worst customer service and attitude I have ever received in my life from the girl, who refused to provide me with her name, in the Mooresville,   NC store. I am flabbergasted at her lack of customer service/people skills. They wrongfully took $65 out of my account, which I had completed my 1 year membership last month, May.  I called to ask about it and explained how I need this refunded to me TODAY. This girl copped a huge attitude with. She refused to give me her name and said that she refuses to help me. So I went to the store. Major attitude from the get go with her eye roll once I said that I just called 10 minutes prior! Because of how she reacted to my concern this developed into a huge incident which involved the cops! Had she only shown compassion and willingness to help, and more importantly, not given major attitude and yell at me, none of this would occur. Unbelievable! Customer service? Customer care? Non-existent. Hello! I gave them business for nearly 2 years! Even the cops thought them to be Ridiculous! So I'm banned from the store! Really? As if I would indulge in providing them business again anyway. Well my $65 return was not resolved. I called to ask about it. That girl told me I can't even call the store and hung up on me!
P.S.
I need my $65 returned NOW!

To Whom it may concern,
It seems like the Strongsville, Ohio branch owner has denied my request for a full refund and cancellation of my membership. Last year during one of my sessions at the Strongsville, Ohio branch was given a deep stretch during my massage session that caused my lower back to experience severe pain & spasms and was not able to work, walk, sleep or drive & where I had to take off a full week. Have doctors bills from this incident as well as incurred sick time to recoup orate. After this incident on October 1, 2018 had froze my account as was not able to go due to the fear that the massage would aggravate the issue. Unknown to me the account was reactivated December 1, 2018 and membership fees kept being charged to my account. I reached out to the manager she forwarded this to the franchise owner and on May 27, 2019 I tried to resolve this cancellation/refund within his office but he is refusing and told me to go to corporate. How am I supposed to accept that? I am not looking to sue anyone in regards to the injury and all I want is to have my membership fees refunded and to cancel my membership due to the fear of re-injuring my lower back. I am unable to take advantage of the membership and do not have anyone to gift the massages to as Brian Quinn the owner suggested. It seems like the owner of this franchise is willing to risk loosing a happy customer and gain an angry & disgruntled customer due to this issue. How can we accept that behavior? I attempted to resolve this amicably and have been given the run around & rejection. It seems like the only way to get this resolved is to go to the media or onto social media and scream loud and long about the injustice that Massage Envy is causing the little guy. This is a customer service issue that is easily resolvable If possible for you to help in this matter I would be great full. If you should want to call and speak to me my cell phone number is [protected]
Regards
Carl J Waniewski

I recently went to the York Road, in Timonium location. My experience with the person who did the massage was great. But the customer service from the front desk was horrible. I only went because a friend transferred her credit to me. The next day my card was charge full price and when i called to have it sorted out, they were extremely rude and hung up on me. I than called white marsh and she was helpful and offered to help sort it out for me. I will never go back because of this experience and Im still waiting for a refund considering that i was charged full price. This was my first experience having a massage, and it will be my last. Customer service has put a terrible taste in my mouth.

My name is Andrew Ogburn I have been employed with massage envy since May of 2017 as a lead therapist of 3 locations. McHenry Illinois, Lake Zurich Illinois and Holly Springs North Carolina. Aside from the conditions of the North Carolina clinic as well as the unprofessionalism from FDAs, verbal harrassment from the owner and proper handling of client issues, there is a glaring issue with the ownership. This involves doctored statements by ownership as well as clear violations of corporate rules and regulations. There is much to discuss with the correct level of corporate involvement. I plan on hiring a lawyer because I believe a law has been broken. I gave a two week notice today and was met with an email requesting a resignation effective immediately. My contact information is [protected]. My email is [protected]@yahoo.com. I also have the original written statement from myself and the doctored version of said statement from the owner via email. I can be reached at any time. Thank you.

5/18/18

I had a 90 deep tissue massage scheduled at the Elk Grove Gateway Massage Envy Location and this was my first time ever going to a massage envy. When I scheduled the massage the employee said I need to provide my credit card in case I can't come And canceled and that they would still charge me the full amount. Keep in mind I have a 12 month old baby and made arrangements to come in. Less than an hour before I see a missed call from massage envy with NO VOICEMAIL. Luckily I call back as I get in my car and they inform me the massage therapist is sick and had to leave. I let them know I made arrangements for the day to come in and if there was another therapist they have available for me. They said NO and that I could call another location. First, if I cancel on them they charge me for the full price, but if they cancel on me they don't make any other accommodations or have another therapist available. I asked to speak with a manager her name was Rachel and she was very unprofessional and did nothing to resolve the issue. I will never recommend this location or do business with them again. As I spoke with Rachael and I let her know what a inconvenience this was for me, as someone comes there to have stress reduced not have more stress she states "I will cancel your appointment". How does this make any sense, when they cancelled on me. Most unprofessional place and worst customer service.

I am looking to send this email and my experience to corporate.

[protected]@yahoo.com

I received a gift card for a one hour massage (tip included) and I was told by my local ME location at 12266-q Rockville pike, Rockville, MD that the number was not valid. I am a teacher and this was given to me by a family in my class a couple of years ago, but I misplaced it and found it recently. When I spoke to Ms. Wilson (#0673) she was quite rude and abrupt. She stated that she was the ONLY person that I could speak to and that she had no idea who else could help me with this matter. When I asked for information about ME corporate, she stated that it was a "private number" and that she could not give that information out.

I can be reached at [protected] or [protected]@gmail.com

It is unbelievable that a company such as Massage Envy would lock their customers into a contract and provide them with services that were not advertised. This is actively happening at the location listed on this complaint. My husband and I are continually receiving less than adequate (which is an understatement) massages by "therapists" who were shipped from oversees and NOT TRAINED. We leave our appointment every time feeling worse than when we came in, and that is unacceptable. We have made numerous complaints which have been ignored, and contacted the local manager @ Samuel.partida@massageenvy.com who is never in office nor has followed up with us. How is it that a company can lie about their product and continue to take clients money is beyond me, and I hope that something is done soon or this might end up as an action lawsuit down the road.

Hello~

Its a very long story but due to the loss of my 25 yr old daughter, my head has not been on straight. I have moved from Atlanta area where I was using the Buford GA location. I have moved to Murphreesboro and wanted to schedule on of the 7 massages I have paid for and not used. I have been told there is nothing that can be done about this. Well, at $50/mo for the contract, I am not ok with that. My two months has ended as of today because it was cancelled without my permission. I am just asking that the expiration date be extended two months so I can use these services I have paid for. Everytime I call Im being told that I will get a call back and Im the one always having to follow up. Very frustrating. Please help! Cindy Maison

1.0 star rating 5/12/2019
Ruined my mother's Day gift from my daughter. I had an appointment for 10:00 am for a 90 mins hot stone treatment on Saturday 05/11/2019.
At 9:00am, I received a call stating my appointment was cancel because the therapist was sick. Now I understand a person getting sick, but why was I not compensate for my inconvenience. I asked if I could get another massage for that day, the answer was no, I even called around to other massage envy to see if they had openings, ( something I felt should have been done by them) no luck. But if I cancel within a hour of my treatment they were going to charge me the full price of my session. I have always enjoyed going to massage envy, but after this experience with them, I will not be back. POOR POOR CUSTOMER SERVICES!

I had a facial done by an amazing esthetician. When I was finished I felt relaxed and I was excited about keeping up with my skin care. I began to look at products from Jan Marini that the esthetician had referred me to. Bella at the front desk was rushing me being very rude while I was deciding what was a better investment for myself. I ended up not getting any face care items because I began to feel uncomfortable so I just paid for my facial and I left. Mind you I am a member at this location and the day before this I purchased a Jan Marini product for 130$ Anyways as I began to pay for my facial Bella was slamming the scanner down and pounding on the keys to the keyboard several times. I asked her if she was having a bad day and she said no are you? So I said you're just pounding on the key board so I just thought I would ask you if you were ok. And she said I'm not pounding but thank you. She's so rude. I froze my account that night. Well I thought I did. I filled the paperwork out. Come to find out she never entered it in. When I left she didn't say have a good night or anything. She does not need to be in this type of field. We go here to be relaxed. Not deal with people who have BAD attitudes and take away from the experience. Get it together massage envy. I will never return. Ever.