Massage Envy
Reviews and Complaints

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

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.

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.

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

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.

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

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.

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

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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

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