Massage Envy’s earns a 1.8-star rating from 559 reviews, showing that the majority of clients are dissatisfied with massage and wellness services.
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Abusive behavior
A few months ago, I went to Massage Envy in the Stamford, CT location, and signed up for a monthly subscription. During one of the treatments, I had an incident where the skin on my neck got bruised as if I had been experiencing second-degree burns. When I went back to talk about the situation, both the manager and the front desk person got very defensive, condescending and demeaning. There was never an apology offered for this. I've been trying to cancel the membership for a while, but instead they have me locked in until December, and continue charging my credit card each month.
Recommendation: Massage Envy has a proven track record of unethical business practices. No one should have to put up with this abusive behavior, especially after mistreating a customer. They should be shut down!
Disingenuous Tipping Policy
I have enjoyed the expertise of massage therapists for over six years. Generally speaking, the service is good.
However, the tipping policy is distorted for members, which is disingenuous. I dispised dishonesty. As a member, I pay $65 per month to get a 50 minute massage, which they state is their one hour massage (50 minutes hands on).
Massage Envy has a recommended pricing schedule posted all over their facilities. They list the prices for services based on non-membership rates. There is a statement on the table to that affect, if you look close enough. Here is the problem I see. A "one hour" massage costs $180 for non-members, so their suggested tip is $36. If my monthly rate is $65 then 20% is $13. That is almost three times what I would tip with my monthly rate.
OK, monthly rates continue to rise. So, let's say that the monthly rate is $75, which would make the tip $15. There suggested! tip is still twice as high. That means that if a member tips at the recommended rate, they just tipped at nearly 50% I often tip about 20 for the one hour massage, so I am providing a very generous tip. But they want to give yhe impression that I am not, psychologically.
Instead of taking advantage if the opportunity to compare factual rates for members in an adjacent column they chose to play a psychological game with their clients.
The latest is that if you want to leave the tip on your credit card, you can now use Tippy, which they charge YOU a service fee, based on a percentage plus a small transaction fee, just for the privilege of leaving your therapist tip! I consider that a slap in the face after being a member for over a half decade. What a farce!
Therefore, I plan to terminate my membership as soon as I find a suitable competitor.
Recommendation: Find a more suitable company to do business with.
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Pros
- Wide range of services
- Nationwide locations
- Customized massage plans
- Skilled therapists
- Membership benefits
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Cons
- Limited Customization Options
- Membership Commitment Required
- Inconsistent Therapist Quality
- Upselling of Products/Services
Massage Envy Complaints 557
The service and membership
As a member they can't get you in when it is convienent for the customer. When you try to cancel due to their failure to be able to schedule you they tell you need a doctor's note to cancel. Didn't need a doctor's note to join. Also was verbally abused by Celeste who works at the Harborview location in Suffolk VA. She was a not very good a customer relations. This whole facility needs to be shut down. Message Envy is a scam.
Read full review of Massage EnvyEntered into contract without consent
My husband and I scheduled a couples massage, during the scheduling I was asked if we would be interested in signing up for a membership. I told the customer service rep that I would take a look at the contract and let them know after our appointment. After the appointment, we told them we were not interested in the monthly membership, paid for our service and left. A month later, I was charged $80 x 2 for the monthly membership. I have called the local shop and customer service 6 times with no resolution while the fees have come out for 3 months now. Massage Envy has taken $480 out of my account and not resolved this issue. They do not have a signed contract. They claim I agreed to the membership verbally over the phone, but I did not agree to entering into this membership.
Claimed loss: $480
Desired outcome: Refund of the money pulled from my account, cancellation of future withdrawals.
Confidential Information Hidden: This section contains confidential information visible to verified Massage Envy representatives only. If you are affiliated with Massage Envy, please claim your business to access these details.
Workplace violence, hippa violations, theft, harassement, and bullying, manager unable to take action against these issues
november 28 2023; Provider Jill harassing my skill knowledge as a therapist. December 3 2023; Provider Jill raised her hand to slap me in the hall in front of the tranquility room, cameras provided. December 23, 2023; Provider Jill followed me into the room I was to use for the day and ridiculed me on how the room was set up, although it was set up prior...
Read full review of Massage EnvyIs Massage Envy Legit?
Massage Envy earns a trustworthiness rating of 94%
Highly recommended, but caution will not hurt.
We found clear and detailed contact information for Massage Envy. The company provides a physical address, 2 phone numbers, and 2 emails, as well as 2 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.
A long registered date for massageenvy.com can be seen as a positive aspect for Massage Envy as it indicates a commitment to maintaining the website and its domain name for a long period of time. It also suggests that the company is organized and has taken steps to secure its online presence.
The age of Massage Envy's domain suggests that they have had sufficient time to establish a reputation as a reliable source of information and services. This can provide reassurance to potential customers seeking quality products or services.
Massageenvy.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.
Massageenvy.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.
We looked up Massage Envy and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information
Massageenvy.com appears to have online shopping features, it's important to know that the platform supports an extensive range of payment methods, making it convenient and easy to complete your transaction. The payment procedure on the website is also relatively simple and straightforward, ensuring a smooth and hassle-free experience for buyers.
However ComplaintsBoard has detected that:
- Despite a high level of trust, our investigation found issues with Massage Envy's service, including poor customer service, lack of accountability, and responsibility to resolve complaints. Customers may face long wait times for responses, receive generic or unhelpful answers or no response at all. Only 20% of 2 complaints were resolved.
- We conducted a search on social media and found several negative reviews related to Massage Envy. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
Membership
Arundel mills, handover md location. The service is absolutely horrible, appts, and extremely poor management. I went in a month ago and cancelled my membership, 2/12/24 another $80.00 was taken out of my account because of the lack of the account manager not closing out my account. I am furious, i've left numerous messages and calls. I want to be...
Read full review of Massage EnvyMassage / facial
I paid for a 60 minute facial. My appt was at 5:15pm and my facial was complete at 6:00pm. I asked a lady if my facial was 60 min or 45 min. She said we had to consider the time to get ready and the recommendation. At that point I realized that my facial was approx 35 -40 min after i paid for 60. This seems to be a common thing because every massage i get...
Read full review of Massage EnvyMembership scam
I went to Massage Envy for a massage (late 2023) and was asked if I wanted to sign up for a membership. I agreed and signed up. The next month I scheduled a massage for the next month, the day before my massage, they called and said my tech was not available. Same thing happened the next month, except it was the same day that they called to cancel. I asked...
Read full review of Massage EnvyLoss of massage
Hello
My name is John C. Black and I have been a member of Massage Envy in Stockbridge Ga almost 10 years. I had a 3 pm appointment schedule for today 12/28/23 and had to call and cancel because of being Ill. I called around 12 and told the young lady that I was Not feeling good, had been coughing most of the night. She then rescheduled me but advised me that I would be charged for a session.
Being the Loyal customer that I am, that was unacceptable to me. I continued to pay my membership even through Covid. Not will to accept this kind of treatment and I am asking that my session be returned to my account
My email address is: [protected]@Charter.Net
Thank You
Desired outcome: RETURN MY SESSION TO MY ACCOUNT
Confidential Information Hidden: This section contains confidential information visible to verified Massage Envy representatives only. If you are affiliated with Massage Envy, please claim your business to access these details.
Massage and gift card
I had the worst massage ever and to top it off when I went to check out I was informed that my gift card was only worth $39.00! It clearly states on the back of the card that it was worth a 60 minute massage. I was forced to pay $86.00 for the difference of the price of $125.00! I think it’s your duty to refund my $86.00 to honor your gift card. Thank you, Kerry Jerger [protected]
Read full review of Massage EnvyBilling
On 3-8-23, I provided to Massage Envy a hold on my account because of two foot surgeries and advised I would let them know when my body was ready to return. At that time, I had approximately 20 massages owed to me from Massage Envy. Your company billed me for 2 months while my account was supposed to have been frozen. In the meantime, I had a fraudulent...
Read full review of Massage EnvyRockwall, Texas location billed my card after I requested to cancel membership
I called the Rockwall, Texas Massage Envy location on October 9, 2023, to inquire about canceling and gifting my treatments. I was told that if I wanted to gift a treatment, I needed to do it before canceling. I don't recall anything being discussed about canceling, other than that I would have 60 days to use my credits. I called on October 14 and set up...
Read full review of Massage EnvyCredits on my account
To Whom It May Concern, I have been a member of Massage Envy when I lived in Mesa, Arizona. I moved to Texas in 2014 and have been a member since. As the years, have gone by and through various economic downfalls in our economy. My family noticed a decline in quality and management at this particular facility in Hudson, Oaks, Texas location. My entire...
Read full review of Massage EnvyThe $10 service charge to give someone one of my paid for massages
Due to a death in the family I have accumulated 6 massages - and I want to transfer a few to friends.
Last time I had this situation in trying to transfer 5 extra massages to my family, Massage Envy waived the fees.
I have one $10 charge at this time.
Also you have changed the rules so that I can only transfer ONE massage every 30 days and only to the same person every 6 mths.
This makes no sense to me. I have paid for these massages - they are mine - and I should be able to transfer them to anyone anytime!
I am a long standing customer.
Desired outcome: Please refund the $10 on my charge card, make a note on my account that I do not pay any transfer fees and allow me to transfer a few more massages to get caught up.
My account is closed with Massage Envy
We had an monthly account with Massage Envy that I was not using. When I tried to use the massages that I have paid for that my account was closed. I have the copies of the $65.00 of the seven withdrawals taken out of our checking account for we scheduled the massages with their Altamonte Springs location [protected]) which were cancelled because we would not give them a new credit card. This is thievery and we want our money back for 4 sessions that we cannot use. My name is Dorothy Anne Blanchard and my cell number is [protected] and my email is [protected]@gmail.com.
Can we please get a resolution for I have all the copies of the Massage Envy deductions taken out of our account.
Anne Blanchard
Unavailable services
I am writing with the hope of obtaining your assistance in reaching an amicable resolution to a disturbing dispute between one of your franchisees and me. I am a combat veteran, who suffers with serious service-connected disabilities. My treating physician suggested massage therapy as part of my treatment plan. Hence, I began receiving services from Massage...
Read full review of Massage EnvyIllegal conduct
A couple of days ago, at the G., IL location, a therapist discovered that one therapist was making more money than everyone else. This therapist confronted L. (franchise owner) about the matter and in response to that, she has now told the entire staff they are no longer allowed to talk to each other. (I can only assume she did this because she doesn’t...
Read full review of Massage EnvyProfessioanlism/Inconsistent information/Rude manager Lubbock, TX
I am writing to express how disappointed I am with massage envy and its management in lubbock, texas. I just finished a year membership because I was in a contract and had to put up with unprofessionalism all year. The manager is rude and unhelpful. She is combative and does not focus on client centered care. I showed up for my appointment and was told that...
Read full review of Massage EnvyMassage services
I received a gift card from my grandson, I'm sure he thought it was a good idea. But if you're not a member you have to pay for an overpriced service. It would be $125.00 for a massage that I could get elsewhere for way less. They should have an introductory price to see if you would like their services. I didn't use Massage Envy yet because I think the non member fee is way to much.
Desired outcome: I would like an introductory offer to see if I would like to use their services on a monthly basis.
Changing my massage therapist without my authorization upon scheduling an appointment
Massage Envy, please advised on the following sistuation I just visit your place of business 15422 NW 77th Ct, Suite B & C, Miami Lakes, FL [protected].The staff, and manager treatment should be noted by you the cororate office about this massage envy. My name is William Harden my wife booked my services for a massage as father's day gift back June...
Read full review of Massage EnvyA/c units don't work.
The Massage envy location old Spanish trail in Tucson, does have working AC units. The employees are sweating all the time for how long they are in there and everytime I'm in there I'm starting to over heat. The one AC that is for the massage rooms does not push out enough air to keep everyone cool. We live in Tucson where our summers are over 100F.
Desired outcome: I would very much like all the A/C units replace within the building.
Charged full amount for three months during wellness freeze agreement
4-7-23 I submitted a signed freeze request, and receipt of my freeze request was confirmed on the same day, and freeze would become effective in May 2023. In July I notice I was charged the full amount for the months of May, June and July ($80 p/month for a total of $240.00}. On 7-19-23 I contacted the manager who admitted it was an error on their part...
Read full review of Massage EnvyAbout Massage Envy
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- Provide detailed information about your experience with Massage Envy. Mention key areas such as transactions, steps taken to resolve the issue, the nature of the problem, and the personal impact.
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Overview of Massage Envy complaint handling
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Massage Envy Contacts
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Massage Envy phone numbers+1 (480) 366-4159+1 (480) 366-4159Click up if you have successfully reached Massage Envy by calling +1 (480) 366-4159 phone number 0 0 users reported that they have successfully reached Massage Envy by calling +1 (480) 366-4159 phone number Click down if you have unsuccessfully reached Massage Envy by calling +1 (480) 366-4159 phone number 0 0 users reported that they have UNsuccessfully reached Massage Envy by calling +1 (480) 366-4159 phone numberIT Help Desk Support+1 (480) 366-4100+1 (480) 366-4100Click up if you have successfully reached Massage Envy by calling +1 (480) 366-4100 phone number 0 0 users reported that they have successfully reached Massage Envy by calling +1 (480) 366-4100 phone number Click down if you have unsuccessfully reached Massage Envy by calling +1 (480) 366-4100 phone number 0 0 users reported that they have UNsuccessfully reached Massage Envy by calling +1 (480) 366-4100 phone number
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Massage Envy emailsguestrelations@massageenvy.com100%Confidence score: 100%Supportvgabrielson@massageenvy.com100%Confidence score: 100%Support
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Massage Envy address14350 North 87th Street, Suite 200, Scottsdale, New Hampshire, AZ85260, United States
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Massage Envy social media
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Checked and verified by Rachel This contact information is personally checked and verified by the ComplaintsBoard representative. Learn moreOct 12, 2024
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