Massage Envy
Reviews and Complaints

Over 2 months ago I booked a 90 min massage for his bday. I received a confirmation call yesterday and today was called and massage was cancelled. Clarissa was rude and would not provide me with an option and did not have a massage available to Compensate. She hung up on me and yelled when I called back. She was rude and unhelpful and I am not happy with the service I was provided. I paid for a service for a birthday gift including tip and they never tried to work with me to accommodate my schedule so my boyfriend could still have a birthday experience! This place is awful and the people that work the phones have no public relations skills or human decency ! Shameful!

I requested to cancel my membership due to the fact that I could no longer financially support it. I reached out to the staff at my local Massage Envy and was ensured that if I canceled, I would have 60 days to use any accrued but unused wellness benefits. I also was told again when I went in to sign the cancelation forms that I would have 60 days to use any accrued but unused wellness benefits. This is also stated in the membership agreement. At the time, I had 3 sessions on my account, and by the time it took them to cancel the membership I was charged for another. Total I would have 4 sessions to use with in the 60 days.
I put in my request to cancel my membership July 21st, and according to the cancelation form, which I have not received, it would be canceled by July 31st. After numerous emails back and forth offering me additional options, they proceeded to tell me, after I declined all offers, that I would be forced to forfeit any accrued and unused wellness benefits. Nowhere in their membership agreement does it state that if I need to cancel my membership within the initial term, I would have to forfeit any accrued but unused wellness benefits. I brought this to the attention of many representatives at the location here in Newport News Virginia, (Where my membership originated at), and they kept not answering my concerns, and avoiding the topic as well as not adhering to the membership agreement allowing me to have 60 days like the contract states.
I reached out to the customer service line that said I would be reached out to within 48 hours on August 1st and have yet to hear anything. I am disappointed and frustrated that they are not following what was agreed to, and I have yet been able to resolve this matter. I requested either to be able to transfer my sessions to someone else (and potential new members) for free or to be reimbursed for some of the sessions. I have yet to hear anything, and the agreement is still not being honored.

I cancelled my membership with them quite awhile back as I was unable to use the service. I had already wasted money being locked into a contract despite medical issues and doctors note.

I went in and filled out all the paperwork to make sure they would not renew my membership. They said it was all taken care of.

I just found out they have been fraudulently charging my husband's credit card ever since. I called to rectify the situation and they refused to do anything about it and said they would continue to charge us!

They are a scam. We have purchased an E-gift card back in February. I was able to schedule an appointment now in August of the same year. After scheduling, they ask for a credit card to put down just to hold the appointment until you show up and can transfer it to the E-Gift. After the call, I went to print out the E-gift number and confirmation and it was not in the Email. I was able to look it up and find the email, but it was completely blank. From there I looked online for help and tried to type in the email to their E-gift help services to resubmit the email, and the website doesnt work. it just shows the date of when it was purchased and doesnt actually resend anything. After that, i called customer service to find out that none of their extensions work on an iphone or andriod. I drove to work the next day and called from my work phone and was able to press the extension and go to the egift help services. In the call they sent me to voicemail saying that all representatives were already on calls and to leave a voicemail and they will return my call ASAP. Well, i still havent recieved a call back and i tried calling fivee more times. AS well as calling, i sent an email to their help services which is cliamed to be faster than calling and havent recieved a reply either. The day of the massage arrives and i wasnt told of a cancellation policy if my E-gift failed to work. I was told that they arent afiliated with corporate and cant do anything about the money that was charged if i cant confirm that it was purchased. They charge me 50% for the cancellation fee along with the money charged from the absent E-gift that i have recieved no help on retrieving. This is the worst customer serbice between corporate and the location itself. Do not ever purchase an E-gift from any Massag Envy because the company is a giant SCAM.

This place left a devastating injury to my friend that's still going on weeks later.

I've heard countless others say not to go here as it's like a 'fast-food' message place with workers who are not well-trained.

Message Envy has been sued over 400 times in less than 2 years. Just Google 'Message Envy Lawsuits'

Avoid at any cost. There are many other message places in Pasadena that you can investigate.

Members should be able to login to a ME website for members to see how many massages they have left or have used.

Mistakes have been made and I probably have lost massages. I do not always go to the same location in Phoenix

Please add this service. Login: Member see how many massages they have used and where they were used and how many are left. (Balance of massages).

Capital One emailed me on July 23, 2019 that my old credit card ending in 2629 had been declined in the amount of $20 at Massage Envy in Rockwall, Tx. This card is no longer active, so the only way I know of this happening is that someone at the Rockwall store tried to use it. My husband and I were members 4 or 5 years ago, but have since moved and it is not convenient to go there, so haven't used a credit card there in a while. When I called and also emailed the manager there regarding this $20 fraudulent charge, she sluffed it off as her store doesn't see a card on file for our account.

See attached:
- Capital One email
- my email to Rockwall store
- response email from Rockwall store manager.

Please investigate, my husband and I are of retirement age and someone in the Rockwall store had to have access to our old credit card number and $20 is not a amount for any service I can think of except for cash.

I hope to hear back from you on this matter.

Thank you,
Ronnie & Glenda Burkett
[protected]

Steph from the Colorado Springs Rockrimmon branch needs some training or just general guidance on talking to clients. She has done massages for me at least three separate occasions and today brought me to a room to say body odors were noticed including cigarette smoke. She said she had a sensitive nose and would not be doing anything for me again. She recommended showering evoke coming in without asking other details. Her complaint to me is valid but her method of delivery is crude at best. My last session with her she had an active upper respiratory infection. She herself does not look healthy but wanted to criticize me on health today. I have asked for my membership to be cancelled and not renewed but I am leery of how even this will be handled. Instead of waiting to the time of next service please address this at the end of one to prevent further discord. If you want a customer to leave then just make that plain as day.

I moved from Philadelphia, PA to Bel Air, MD. I have tried for 2 years to update my membership to local franchise but kept getting told it was against company policy to update it without a new drivers license. When my original location closed my membership was transferred, without any notification, to a location farther away that I have never even seen not the one I have been going to for 2 years. I got a new MD Maryland license and was told it could not be updated due to some stupid company policy about it now being in the "same" region. How it can even be possible that if a person moves to another state and an hour and a half away can't do something simple like update their membership is beyond comprehension.

I received a massage membership for Christmas 2018 from my husband. He signed a 6 month contract and was unaware that the massages do not carry over every month if not used. I was unaware of this new policy too as I have been a member in the past and did not lose massages if I didn't go every month. I only got one massage during the 6 month membership due to being pregnant. My husband had to get a new debit card in June 2019 and massage envy had texted me that there was a problem processing the payment. I called and changed the card and was told everything was fine. I paid 120 July 13th. Made an appointment July 22nd and was told after my massage that I'm no longer a member and needed to pay 100 dollars for the session. When calling and seeking to the manager she told me she can't reverse any charges. I've now paid 480 for 2 massages and would like to be refunded. I would have never paid the 120 over the phone if I knew I was no longer a member and I certainly would not have made another massage appointment if I was told at any time that I was no longer a member and that my massages would not carry over. Please contact me ASAP [protected]

I have been a member of Massage Envy since 2015. I first joined in Houston and then transfered my membership to College Station, TX. Last spring it began to get hard to get appointments and I had several canceled because the therapists had quit. I tried to get appointments in Tyler where I am moving and could never get them to return my calls. Eventually I was told that Tyler had probably closed because the company was having trouble transferring to a new corporate program and that is why so many of their therapists had quit. I eventually canceled my membership as I could not get appointments in a timely manner and there was no Massage Envy where I am moving to. At one time I was told there were ony three therapists still working in the College Station store. I called and made my last appointment for a 90 minute session. I clearly discussed the fact that my account was closed but was assured that my credits were still good and I could use them on that appointment. It was several weeks away. Received a call this morning to confirm. Received another call this afternoon and was told I would have to pay for the session as my credits had expired. I explained all that I had been assured before but she was adament that I would have to pay for the 90 minutes. It made no difference that the credits were good when I made the appointment, but it took just too long to get the appointment.
I canceled the appointment as I lost more credits than tomorrow's last session because I could not get appointments. You can rest assured that I will have nothing nice to say about Massage Envy in College Station and clearly if I am being treated poorly and Tylers Massage Envy closed with no one returning calls or leaving a closed message, your company is in trouble on a variety of levels and should really re-evaluate your business model.

Maggie McGuire [protected]

i had tried to cancel my follow up appt on the confirmation call seeing as i had completely forgotten about the follow up and o had to work the day of the appt. and the call dropped multiple times. i called back and the salon called back multiple times. i called day off after i had received a voice mail (no call just voice mail). saying i would be charmed 100% of my service. very frustrating and i don't understand how there is a lack of conversation with in a company or their staff this badly very very frustrating.

I received a massage on Friday July 12th at your Fredericksburg, Virginia location with Brandon. Just before I left I told him that I was having difficulty and numbness in my right hand. By the end of the massage I was unable to use my middle, index, and ring finger on my right hand. I told Brandon of this and he brought me into a separate room, and showed me some stretches that I could do. He also recommended that I obtain a TENS unit when I left there to help with circulation. He said just give it a couple days and the feeling should come back. He told me that I need to think of my hands and my body like scaffolding, and he knocked the scaffolding down. I told him that I was probably not going to be able to work the next day.. but he felt that things would return to normal . On Saturday I was completely unable to lift those three fingers. I called on Saturday to discuss this matter with a manager and there was not one of ailable. The girl I spoke with said that she would note it and there would be someone in on Sunday would call me. I did not get a call Sunday, so I called back on Monday. I spoke with the same girl, she told me she was new and she apologized that she never got the message to the manager. And of course there was not one available to discuss the matter with on Monday. I told her that I was unhappy with the service there and that I would not be returning.
returning. I inquired about my account to told me I had eight hour massages saved up. She told me if I cancel my account there would not be a fee because I'm past my one-year rollover. She told me that if I did cancel though, I only have 60 days to use the 8 hours. I feel that this is unacceptable. I am still unable to perform my job to the extent that I need to. I work in animal hospital and it is apparent that I can use my right hand. Some of the animals that come in here are dangerous. This is greatly affecting my life. The fact that no one has called me back has left me pretty unhappy as well. I am requesting a full refund of the eight hours that I have saved. I am no longer going to go back to massage envy, and I would not recommend it to anyone else. I feel that is only fair that I receive a full refund given my disability. I would also like someone to address the fact that I still do not have complete control over my fingers, I would like to know if this is common. And also if you have any recommendations . Would appreciate this matter to be addressed promptly. I can be reached at my cell phone which is [protected], or email at [protected]@gmail.com.
Thanks you,
D'Anne Clingman

I have been dealing with this matter since May, and I was charged double for services that had been canceled. I was told by an employee at the North hills location to dispute it with my bank so I did so. Then someone from the South Point branch Rebecca Wilson declined the dispute claiming she had sent me a check I never received I called today to see what was going on as the $130 was taken out of my account today and she was EXTREMELY rude to me telling me she didn't know what I expected her to do about it to be patient and someone would call me back but I had been told by both my home location (north hills) and this location that someone would call back and no one ever did. The fraud department of my bank is the one that gave me her name and location so she had to have emailed them herself saying she sent out a check. I have never been to the south point location and will NEVER use massage envy again after this experience.

We need to be contacted and issue resolved ASAP. I terminated my contract in December 2019 with massage envy because I was moving. I spoke to an employee and they stopped automatic withdraw for the next couple months. Then starting in March I was charged $50 again. So far I have been incorrectly charged $250. I have tried to contact the location I was going to but they say they do not speak English and will have someone call me back. I have never been called back. I need this resolved now or I will seek legal matters

Earlier this year I was scheduled for a total body massage 1 1/2 hours. We had been members for years and for the most part received decent massages. This day I was refused treatment, the only thing the therapist would give me was 'light' massage, gently rubbing her hand over my body. She said this was because I had had cancer 4 years ago and that because of that her training dictated that's all she could do ! I have been cancer free for 4 years, their own website states how beneficial massages are for people who have had cancer and yet I could not get a massage. This was extremely upsetting to me and extremely discriminatory too. We talked to the manager and he said he would look into it and get back to us, he never did despite repeated phone calls. we have since asked for in writing how many services we are still due from ME from the Hyannis, MA establishment and he refuses to give it us. I went there in person today and he told me to leave and that he refuses to give me in writing how many services we are owned. Do NOT go to any Massage Envy places, especially the one in Hyannis, MA and Mashpee, MA ! we are now going to have our lawyer on the case.