Massage Envy reviews and complaints 1
View all 555 complaintsMassage Envy - Customer service
I have been a massage envy member since January 2019. I signed up at a local massage envy near my home. During the first several years I went through at least three massage therapists who either were fired or quit. In early 2022 I finally found a very good massage therapist at the same location. Unfortunately, this employee was also fired, and because of the quality of her massages when I found out she was hired at another Massage Envy franchise, I followed her there. Initially, this was not a problem. Massage Envy Sells themselves as allowing you to go to any franchise as a member. But now, they have a certain caveats.
1. If you did not sign up with that original franchise, then you are only allowed to schedule one appointment at a time. On 3/7/23, I received a text message that my 3/9 massage was being canceled. This was at least the third time they scheduled massage has been canceled in the last six months.
2. When trying to reschedule the massage the earliest that they have is on 4/29. In addition, I have now been informed that because I did not sign up with this particular location that there will be an additional $10 fee for my massage.
I’m trying to explain to the staff about my situation, all I get is that “those are now the rules” and in particular today for the Severna Park location where I was not an original member I was informed they have over 1500 members that signed up with them that have priority over anyone else.
I was really looking forward to a massage on my 60th birthday in May and thought now that I have an extra credit from March I could schedule it but again because I did not originally sign up at this location. I am not allowed to make an appointment until the end of April at which time I will be told again that they are completely booked.
So, I will be canceling my membership with Massage Envy and definitely will not be recommending them to anyone else.
Be Very Aware that if you decide to go to another location different than the one you signed up at- you will experience scheduling issues and pay additional fees.
So the customer “pays” the price either way if you lose a good therapist and/or the location is under dysfunctional management.
Desired outcome: Given the cancellations on the part of ME- they should have at least made an exception to attempt rebooking me in May now and not waiting until my appt on 4/29. OR at least waiving the additional 10 dollar fee.
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