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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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12:53 pm EST

Massage Envy membership on hold

Membership for my husband Mark was pit on hold with written permission starting Jan with already 3 massages on the books owing him... he had knee surgery and was told not able to come in without a doctor note.. since then still billing us and am getting no where with Vista. Manager was called and also several times trying to resolve... Credit card needs to be credited asap or stop payment will be done and membership will be cancelled. He has been going there for a long time

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9:59 pm EST
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Massage Envy customer service

This company took money out of my bank account on 2/28/19 of $119.99 without my authorization or knowledge. When I noticed the charge on my bank account, even though I had not had any services or purchases at that establishment, the employee stated that I would have to "prove" the charge was made by submitting my bank statement. She never said, I'm sorry that happened, she never guided me on what steps I should take, no assurance it would be dealt with immediately. They were unable to advise me who or how the funds were taken nor did they even try to figure it out. They also stated a refund would take 5 days, that's not acceptable. I expect a full refund in my account immediately. I also requested an immediate cancellation of my account, they sent me a blank form to fill out and said it will take 10 days to process. Again, that is not acceptable and should be expedited to take effect immediately with proof by them that they no longer have my account access.

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10:44 am EST

Massage Envy online booking

My husband and I scheduled a 90 minute massage online for 16 February 2019 and received a confirmation phone call the day before our appointment (9:32am). Five hrs later, I received another call stating our room was never booked because the online application doesn't communicate with their system a system that corporate started and can't fix🤔. They wanted to reschedule, but NO availability for that particular day. This appointment was booked six days in advance. Whoever they put in our place should have been canceled, not us.

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12:35 pm EST

Massage Envy facial

Horrible experience. Technician humiliated daughter. Wouldnt do the facial and won't give us a refund. When called up there to settle this matter, I could not speak to manager said she was at lunch and does not know when would be back. Wouldnt give me number to corporate which I found myself. Of course have to wait till monday to contact. Worst place ever! Very unprofessional

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mamamarbs
, US
Apr 09, 2019 1:29 pm EDT
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were you successful in calling corporate? Ive been dealing with run around. the only number I reached was for tech. another number said call was off hours to leave a message. but when follow instructions to do that it says the option is not available bc call is during hours.

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1:49 pm EST

Massage Envy membership

I initially started my membership about two years ago. Everytime I called for an appointment, I could never get one at the location that was convenient for me.

I had 10 massages in the bank so in mid January when I could not get an appointment for months out, I faxed the membership cancellation form to the Massage Envy. They agreed to give me until the end of March to use all of my Massages at other locations..

On today, Massage Envy has takena Membership Fees out of my account again.

When I called the Massage Envy in Dedham - the Manager Jasmine told me that either I send her the form I initially sent or she was not going to help me. She was very rude. No compassion that Massage Envy just created havoc in my checking account because Massage Envy was NOT authorized to take any payments.

Your company continously take money from me without providing a service to me!
I want my money for all the Massages I have on file. I have all my proof that I sent cancellation forms to Dedham.

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1:44 pm EST
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Massage Envy very poor customer service

I have been a member for several years. I purchased $175 in a gift card for my girlfriend. She tried scheduling her appointment online and got errors so she called the site in Coleraine Township, Ohio. She booked her appointment for tomorrow. The location miss scheduled it for today. She was not aware of this change. She was contacted for missing the appointment and charged $50 on her credit card for missing. I would like to resolve this. At a minimum get the $50 back. I will end my relationship with ME if we cannot resolve this. The store treated her in a terrible fashion.

Sincerely,

Steven Brudnicki

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9:16 am EST

Massage Envy customer service at this facility

Message envy complaint 2/2/19

I purchased a 6 month agreement membership with ME and it expired end of December. I still had at 3 messages left to use and I asked the manager Kaley if she would extend an additional 30 days so I could use my remaining 3 messages. For that I was appreciative and she did. January came and went so quickly and I was able to use 2 of the messages and still have one remaining of which I was FORCED to try to find a date to use this message. My remaining is scheduled for February 4th at 11am
I called today, Saturday, Feb 2nd and asked if I could move that date until I return from an out of town doctor's appointment in Sarasota. Spoke to Kalah (not to be confused with manager Kaley) at The Villages location and said she was not manager so she let me speak to Sarah who I explained the situation and to be honest...she wasn't very nice and all she kept saying was "its Corporate" and "its policy" never explaining anything but she sounded NOT like a human but a robot. I can tell you, I will finish this message but will NEVER NEVER NEVER go to this facility or this company again. It has been my experience with The Villages location in FL that they are NOT very nice there and think they all have job security! I don't understand. I have paid for these services as some of them were from GIFT cards I was using and NOT really part of the membership that expired.
Set up appointment for last remaining message Feb 4th at 11am only to be called by Belinda from facility and instead of being nice about it just turned out to be an argumentative situation. I was trying to keep it together but all I can say is that this facility and it's policies don't make sense. It's more about your business strategies and NOT customer service. Sad. I LOST an entire message I paid for out of MY pocket with GIFT CARDS that were given to me. So for that I feel resentment and nothing good will come from anything positive I can say or will promote this place.

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6:19 pm EST

Massage Envy 12 month contract

I am currently pregnant. I went to get a massage at massage envy but noticed i was feeling dizzie and started to have mild cramps when I got home. I called the manager of the store several time to see if I can cancel my membership and I never recieved a call back. I eventually got a hold of Michelle the manager and she said that unless she doesnt have a doctors note she cannot cancel the membership. I talked to my doctor and exlained tbe situation and was able to get a letter explaining how I was not comfortable with acupuncture due to the risk I can bring to my pregnancy. She then said that thus letter wasnt enough because is stated that I was not comfortable with massages. It sounded like she didnt even read the letter. I corrected her and told her that I did not want any risk associated with acupuncture period. She then said that all she could was freeze the account until my due date. This company only cares about money. I try to work with them but they try to find a loop hole to get their way. This letter was enough to cancel the membership. I would not recommend this company to anyone. All of this just adds stress to my pregnancy. I need to speak to coorporate because this manager only cares about her business nit the clients.

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Cindy Haley
Belton, US
Jun 26, 2023 6:03 am EDT

They don't tell you when they talk you into signing up that it's a 12 month contract. They were supposed to charge me $65 every other month and the manager set it up for $80 EVERY month! I got a new debit card and they actually called and wanted my new debit card number! I told them no way in he'll they would get it! I paid $480 for massages I never got!

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11:55 am EST

Massage Envy massages that keep charging me when I am 20 months behind because of 4 surgeries

I've been part of Massage Envy for years. I'v had 4 surgeries over the past 2 years, 2 back, one hip replacement and major foot surgery. I am having my other hip replaced in Feb. I have racked up over 20 massages that I couldn't use because of my surgeries. I called Murray Scholls and asked them if I could stop paying the monthly $60 until I get caught up, and use them when my surgeries are healed. I can do a couple before my hip surgery, but then won't be able to come for another 2 or 3 months. They said no, I could not stop paying, I either had to keep paying the $60 per month, or I had to pay $20 per month to keep my account active without adding any massages. That is not fair. I should be able to use my massages up before they make me keep paying. Now I will be paying $20 per month for months just so I can use up my 20 plus massages that I already paid for, or I will lose them all. I have never heard of a company that would treat people like this. I need the company to respond to me and help me with this, but so far no response. I want to use my massages, and would probably continue once they are used up, but because of my surgeries, I have gotten too far behind.

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3:33 pm EST

Massage Envy billing at branch location

My future ex-wife was using my HSA (Health Savings Account) credit card without my knowledge to purchase massage services, provide gratuities for services, and even purchase gift cards for her friends. None of the above were medically necessary. When I brought this to the branch managers attention I recieved little to no cooperation in getting these charges reversed. She has been a member there for quite some time and has developed relationships with the staff, for which I suspect may be playing a part in amount of cooperation in getting. They went so far as to accuse me of harassment, meanwhile it is my money set aside for my families doctor/hospital bills that are being used for there own tips.

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3:34 pm EST

Massage Envy I had a medical emergency and I was unable to cancel within the 24 hour cancellation policy

I have been a long time member at Massage Envy and have never been treated so poorly than I have from Kelly Thacker, the franchise owner in St George, Utah. On the day I had a massage appointment booked, I slammed my hand into my car door and had to go to emergency because I smashed three of my fingers. I immediately called ME Pineview location to explain what happened and was told I would have to pay for my appointment because of the 24 hour cancellation policy. I was shocked and very disappointed Kelly Thacker would take this approach. I spoke with her directly and sent her pictures of my hand but she even went as far as banning me from using my membership at either of the two locations in St George. I will be reporting this to the corporate office. And reversing recent payments made to this establishment. I tried to contact the corporate office for Massage Envy and found out the only way to file a complaint is to do it online. No one even contacts you.

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6:35 pm EST
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Massage Envy membership cancellation

I just sighed up for a membership for myself and decided to start the process of getting one for my husband. I signed up for my membership with my signature, my husband was not there so he never signed the contract. I never received a copy of my contract or was never explained the cancellation policy. My husband didn't w
Want the membership so I went in today and they refused to cancel it, how can it be legal if he never signed. I didn't know I had 3 days to cancel because I never got my paperwork.
I wanted one membership for both of us because I cannot afford two memberships, do she said I would have my massage one month then freeze my membership for the next month and my husband would have his massage the month mine was frozen and freeze his the next month. Seems way too hard to maintain.

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12:35 pm EST

Massage Envy overcharging

To whom it may concern,

I am a Massage Envy member and have been for several months. I was in for my first facial, a couple of months ago and was interrupted during my treatment, something about someone needing the steamer and they took it away. My second facial, same thing happened, so I mentioned it to the front desk person and they apologized and said, they will add a $10 enhancement on my next visit. I had 2 months of membership credit on my account.

I came in next on Dec. 18th and had a microderm. I came in again on Dec. 21st and had my 60 min. massage. Upon checkout I was charged $45 more dollars. I was told that my 2 months membership credit was used for the microderm. That means I paid $130 for the microderm, yet if I was coming in for just a microderm it normally costs $100, which would have been 1 ½ of my 2 month credit. Why was I charged an additional $30, for my treatment?

I then was charged $45 more, on the day I had my massage. No mention, either of my $10 enhancement credit.

Everyone at the front desk, seemed and looked confused. I was then told by a manager that I would receive an additional $10 enhancement credit.

I haven't scheduled my next treatment, as I feel I have been overcharged and I want this cleared up and made correct.

I am writing in hopes you will do the right thing and I do not have to go further with my concerns.

Thank You,

Caren

[protected]

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4:43 pm EST
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Massage Envy massage

Hi,
I recently went for a massage in your Monroe, CT location! I have to tell you I've had many massages before and I am a certified esthetician's! First off the place lacks any atomsphere! The girl at the desk brought me to a area and handed me a pad she said I needed to complete .she said she would be back later ! She never came back ! I was called and I proceeded to room which was extremely dark and not warming or inviting ! Their was a loud fan of some kind running !". The woman didn't introduce herself and I had little direction and despite still holding this pad ! I asked her if she wanted it back . She was very pleasant but no one even looked at the pad to see what any of my conditions were ! What's the purpose of filling out paperwork if you aren't going to at least look at it ! The esthetician's asked if I had any troubled area and I explained what was bothering me ! I settled in ! She started my massage and a few minutes in I asked her if their was any music ! She said she thought it was on low and asked the girl at the desk ! Apparently they were no to eager to please me since they did nothing ! Luckily I put my own music on ! The massage itself was good despite the unfortunate circumstances of the non welcoming place! I consulted the manager prior to leaving she did absolutely nothing ! Looked at me dumbfounded. ! Didn't try to explain or rationalize anything ! I was very upset 😡 I paid for my 75.00 massage and was extremely disappointed! I will never recommend this location nor will I recommend anything good about the manager ! Being on the field myself I would have though she would have understand the needs of clients ! Their was nothing relaxing about this location sorry to say ! Very much disappointed !

Laura

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4:30 pm EST

Massage Envy membership

My name is William Clark. I'm a former member. I had prepaid for a month in advance on a service that I thought was cancelled. I tried to get my money back but no apparently they don't have that service. I went to the location in Moreno Valley California. I missed an appointment and they stole 30 dollars of the remanding 60 dollars for me not calling and cancelling. I wasn't told about the fee. I want my refund for my whole 60 minute massage, without the absurd 30 fee for working instead of being able to make the appointment.

William Clark
[protected]
William.[protected]@yahoo.com

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2:08 am EST

Massage Envy transfer of massages/ gift card purchase

I was charged for gift card purchases when I was under the impression that I was transferring massages. I never intended to buy more massages on top of the ones I already have. I was met with a very rude manager named Lydia when trying to explain the situation. She refused to resolve the issue and even said that it was a miscommunication and that the representative that helped me at the time was fairly new and gave me incorrect information. I would like to be reimbursed for the $175 in gift cards and will gladly return them if necessary. Which by the way I was told I could do at one point. Please help me resolve this issue as I am a FAITHFUL member and do not want to end my membership over one miscommunication that can easily be rectified. Thank you

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7:27 pm EST

Massage Envy original location refused to transfer already paid-for services and gift cards to new location.

My wife and I originally signed-up for membership at the Turkey Creek, Farragut, TN location. When I moved down to Texas we had paid-for $720 worth of unused services and had received a $100 Gift Certificate, as well. Over the phone the Turkey Creek location employees had told our new McAllen, TX location that they would transfer all 12x sessions and the Gift Card. 2x follow-up phone calls resulted in the same confirmation. After a week of trying to finalize the transfer only 2x sessions were transferred, not even the Gift Card. The manager, Danielle, had denied the transfer of the other 10x sessions and the Gift Card. Not once in the 5x phone calls since has Danielle ever taken my call. Therefore, I am looking for resolution here before escalating the issue further.

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12:36 pm EST
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Massage Envy customer service

Hello my name is Gul Butt. Since you open Owings Mill MD location We go there but Before we use to go Columbia MD location. No compliant ever.
My daughter had a six month membership. She gave me one facial out of this. Then she scheduled me for another facial yesterday December 5th at 7 P.M.
When she make my appointment asked about charges and they said same just pay $10 extra.

December 4th someone called me to confirm my appointment and I asked is there anyway if I can reschedule. Person were very sweet and she check her schedule and put me for same day December 4th at 7 P.M.
I am a daycare provider, and the person spouse to cover me was getting late. So I said let me call Message Envy and asked what are my options for cancel or come late.
I Talked to front desk and she put me on hold then one person (Britney) came on phone. Since she said hello till end she was rude and literally told me tell your daughter to call me because this is not your membership. But I was calling about my appointment.

Let me explain what was the Misunderstanding, when my daughter maid my appointment they didn't told that this visit will be $100.
When I was asking on December 4th about my options for reschedule or come late then she get so upset and said you be charge $50. I said why then she told me it's $100. I said no one told us. She was not nice to customer and keep arguing like I am her enemy.
In this situation how any one can go for facial and get relaxed.
My daughter called same evening but Britney left for the day the she called today December 6th. Talk to different people explain what happened. 2 people said sorry for misunderstanding but this is our policy and that's way we charged you $50. My daughter said I want to talk to Britney because she was so rude to my mother.
She talked to Britney and she was all blaming on me and threatening to my daughter we have all recording of your mom. Also she was not pleasant with my daughter.
I do not care about $50 charge BUT
NOW my question to Message Envy what type of customer service you teach to your employees especially Managers like Ms. Britney.
AND how we can go in this environment where we are getting accused, discrimination and threatening.
My daughter who is only 19 years old so scared and told me mom please don't even call Message Envy. They will bring this on us when we go for our treatments.

First of all we will never recommenced anyone this Message Envy and will not go ourselves. My daughter still have 3 months. It's okay I am willing to pay and close her membership. Money is not more then your respect and your daughter.
Please contact me so I can pay. We not gonna deal with this location any any more.
Thank you
Looking forward to hearing from you.
Gul Butt

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4:52 pm EST

Massage Envy unfair and disrespectful management

I've been with Massage Envy for 12 years. I've been going to the Bartram location for about 5 years. I've been so happy overall until recently. I'm not sure if they have a change in management. I called on 12/2/18 morning and spoke with the nice lady from the front desk but my issue was not resolved. I asked for the supervisor and the lady said that she will call me back. It's now 12/3/18 evening, I still haven't gotten a call back.

The issue is I'm being penalized for payment because I did not show up on my 12/1 appointment. For 12 years that I have been with Massage Envy, I normally book my appointments for 12 months. I rely on the text, email, and courtesy calls about my appointment. They are claiming that they called. I said that I don't have any trace in my phone nor an email. The last email I received from them about an appointment was for 11/2/18. I'm not sure of the break-down in their process or system. But, a loyal customer of 12 years with a 22 years old son with Autism should NOT be treated unfairly. This is my only time for myself and I treasure it. I never really missed my appointment the 12 years that I've been there. The management seemed not to care because the front desk lady said that her supervisor said that they called me on 11/30/18. Again, they must have called the wrong person and they did not have an email (that to me is the clue something broke down).

I definitely should not be penalized and I should also have the respect to be called back especially I've been a loyal customer for 12 years. If not for the wonderful therapists there, I will take my business somewhere else because of the unreasonableness, unfair, disrespectful treatment form Bartram management location.

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10:10 am EST

Massage Envy staff

The girls who work front desk at the daphne massage envy are so unprofessional. HAYLEY
and BRINA.
They talk about clients all the time, when in front of other clients .
When a clients gets confused, BRINA will cop and attitude real fast leaving a client feeling unwelcomed.

They allow clients to bring in their own alcohol to drink before they get a massage which is not allowed and they don't care,

hayley Thiroux got off work one night, went and got drunk with her friends and then they came in at 10 pm, around closing time, and proceeds to beg therapist for massages

Every time you walk in the door they are negative and complaining the whole time .
Who wants to come to a place where people are miserable as soon as you step in the front door?
They have no problem letting you know how much their "job sucks".

I hope to see some more positive and more professional staff soon.
Thank you for your time .

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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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