Massage Envy
Reviews and Complaints

I had a dental procedure done that lasted 2 months, so I was unable to put my face in the cradle.. and now I cant reschedule my last 4 visits...I didn't ask for money back, I wanted to use what was already paid for...I signed up for monthly massage and it was hard to get there.. in the end I had scheduling but had to cancel due to a bone infection in my jaw, was on medication for over a month. and the procedure itself was 3 parts over an additional month or so. Which prevented me from finishing out the 4 visits that are already paid for... That is very unfair to do to a paying customers. How can you take money from someone and not provide service. THAT TO ME IS A SCAM...BUYER BE WARE! NEVER SIGN UP FOR MONTHLY @ MASSAGE ENVY...

I joined the Massage Envy in Fredericksburg, VA. After my therapist left that facility, I did not find another one that was a great as him so I did not attend anymore on a monthly basis. My issue is however is more serious then the lack of an appropriate therapist. My issue is security of my records and billing information. My husband made a one time payment to my account as a gift for me, but for some reason, his credit card information got linked to my account. My issue is that no changes should have occurred to my billing unless I the user authorized it and I didn't. When my husband made that one time payment, he and I were not even married at that point so tell me how much this is a professional business practice. When I called to complain, the manager( Eva Powell) at the location was rude and unprofessional and yelled at me over the phone. I then called the owner and got no assistance from him either. I'm consulting with an attorney now as I am the manager of a mult-million dollar retail establishment where yelling at a customer would result in me losing my job and altering financial records, would result in legal charges being filed on me. I would like a response to my complaint via email. My email is [protected]@msn.com. Thank you for your attention to this matter. Suzanne Rhodes

on 5/29/18 I submitted a cancellation form at the Message Envy at 199 Boston Road Billerica MA, since then they have continued to charge my credit card I have called in the past and they did refund me one payment since then they have been charging my card again. I have called to speak to the manager at least 4 times the last time being this morning 11/15/18 and 3 weeks before that and each time they tell me the manager is not available so I leave my cell number and the reason for the call . I have yet to get a phone call back or see a credit on my charge card. If this matter is not resolved immediately my next step is to file a complaint with the Attorney Generals office of Massachusetts. My member ID is [protected] and I have a copy of the cancellation form

This Massage Envy was in Raleigh, NC (Brier Creek). I just learned a about a week ago that my wife's membership was cancelled last Jan-Mar2018 (depending on who you talk to). Her account had the same credit card and phone number as mine, but my account wasn't cancelled. This was only two months after we submitted a freeze application (which was accepted) for both accounts. We've had some job changes and had another kid during this time frame, and didn't have time to schedule any massages. I couldn't get out of the membership without losing the services already purchased. I was asked to submit subsequent freeze apps in Jan2018, Jun2018, and Nov2018 for both memberships. These applications were accepted without a word about her account having been cancelled. I have email records of all these submissions and other conversations with ME personnel about the accounts. When I learned of the cancellation (Nov2018), I was told by two different manager that they have the right to cancel membership for any reason and that since it was past 60 days, there was no recourse for the lost (paid-for) services. They didn't even bother to clal the number on the account (or send an email to the address on the account) prior to the cancellation. My wife's account had 16 massages saved up - all of them deleted ($800 down the drain). When asked why my account wasn't cancelled - when tied to the same credit card and phone number as my wife's account, they blamed previous employees no longer with the company. I have never seen a business have such a disregard for just service of clients. Our last conversation was essentially a "too bad so sad...have a good day." I'm trying to reach out to the corporate office just to see what they think of this situation. As it stands right now, I'll never personally use nor gift any services from this company to anyone ever again.

I've been unemployed from massage envy franchise for the past two months. The reason is is that I walked in after a minute and half and the person was not dressed and I did knock but she didn't hear me. However, I've been dealing with overwhelming anxiety and havent been able to think straight for the past year I was working for them because one of the employees has a confederacy tattoo. It's very troubling to see and in one other instance all the white employees at my work gathered in a huddle to say "what are we going to do about white culture" and we all had to sit in the break room and act mature while they blatantly got together. What I did was not right, but having anxiety might've caused me to do what I did because I was always competing against white supremacy. I didn't want to to be a bad person by telling on people, however, I'm just in such emotional pain because I've been out of a job and might become homeless and I need the chance to work at the biggest massage franchise but a different location.
I never told because I didn't think anything could be done about it. so I was also picked on and bullied for sharing different beliefs and everytime I said "i like working on guys too" they'd just light up and I didn't know how to handle any of the mean comments they made about me.

I joined Massage Envy a year ago September 2017 and had monthly deductions for a year. I decided not to continue as a member and my membership ended September 2018. Massage Envy took out a deduction for October 2018. I called them and they said they would reimburse me. After a week went by, I checked to see if I had been reimbursed and still wasn't. I called again and they told me they would take care of it. Again, another week went by and I checked to see if I got my money reimbursed and still not. I'm frustrated to have to keep calling and getting no resolution.

My husband and I have been members of massage envy for several years. When it's time to update our credit card information we either get a phone call requesting the information or we update on our next visit. We have massages booked through the beginning of next year. My husband received a voice mail from "Bethany" from the Alliance Town Center location (3100 Texas Sage Trail, Fort Worth, TX 76177) stating that if he didn't call back before end of business today to update the information his massage scheduled for tomorrow would be cancelled. I find this tactic to be unacceptable. Message could have been that the credit card information needs to be updated and either to call back today or it can be updated tomorrow before your appointment. When I called and spoke with Bethany, she indicated that her management/corporate instructs her to say/do this. I highly doubt that such poor customer service ethics come from a manager or corporate. I hope that someone can coach Bethany on appropriate, more customer friendly wording to use when updated payment information is needed.

I have proof that I had paid them through auto-pay with my bank. They had terminated me before and reinstated me. They keep the checks and deposit every 2 months and do not credit the members account and then terminate you as non-payment.
I still have 14 sessions of massages owed to me. I want my membership reinstated at the same rate. Please advise me. They still have my 3 checks that are not cashed!
I have been a very long time member and i do not want to feel I have been scammed!

I had a 90 minute massage booked for today at 10:00am. I am a firefighter and I work a lot. The days I'm actually off, I usually have a lot to take care of so I had my day scheduled around this 10:00 massage. As most firefighters, I have a really bad back. Getting a massage or 2 a month helps me a lot. So I just walked in and they say my appointment has been moved to 11:30 with another therapist! I never received a call asking me if this was ok or anything. I always schedule the same therapist because she is the only one who is any good and I always worry the next appointment I book with her she will have left for something better. This is incredibly irritating I was looking forward to getting this massage as my back and neck are really bothering me. Due to mine and my therapists schedule, I probably won't even be able to see her until after Thanksgiving. This is the SECOND time this has happened to me at this location (Huntington Beach, Ca on Edinger). I would love to just stop coming here but my therapist is the only one I've really liked at the 3 local locations I've tried. This business practice is absolutely unacceptable who in the hell is running this place? As I read other complaints it seems customer service isn't important to your franchise.

I have been a member of massage envy for over a year and rely on my massages to keep we working. I recently moved to a new location and contacted the nearest location and made an appointment. That location was the Country Club plaza in Kansas City on Oct 20th at 6:00. I was 10 minutes late getting to the appointment because of unexpected traffic and being unfamiliar with the town, so I called and let them know I was on my way. By the time I found parking and got in, it was 20 minutes after the hour. I had a friend with me. We were both getting massages - my treat - and I had dropped her off at 10 minutes after the hour to ask where I could park and let them know we were coming. When I got in the assistant manager told me we would not be able to get the massages and that there would be a cancellation fee. I believe the asst. manager was named Lee. She was completely unwilling to work with me, and told me I couldn't get even a half hour massage. I went back to my car and found the time was only 25 minutes after the hour so I know I could have had a nice half hour at least. The next day I found a $50 charge to my bank account. I called the next day and got the same manager. She told me that the receipt (meaning the charge to my bank card) showed the time as one half hour late and that they cancel you after 20 minutes. Well, I was there by 20 after - she waited till after I left to make the charge which I didn't sign!
I want my $50 back.

On the early afternoon of October 9, 2018, I mailed the memo below to the Massage Envy in Elk Grove, California, but I have received no response, neither verbal nor written, as of today's date, 10/16/18. I would like to hear from the manager at Massage Envy Elk Grove-Florin Road, acknowledging that she received my memo. I would also like her written assurance that she has taken action to ensure that this type of inappropriate behavior will not take place again during a massage at her site. Thank you, in advance, for your help with this.
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October 9, 2018
TO: JENNA, MANAGER @ ELK GROVE-FLORIN ROAD MASSAGE ENVY
FROM: MARGARET DEMOTT P.O. Box 221309 Sacramento, CA [protected]
RE: POLICY VIOLATION

You and I have been playing phone tag since Friday, October 5. I received a message from you on our answering machine on Sunday, October 7, but was unable to return the call that day. Consequently, I have written this memo, which I will put in the mail to you today, in order to complain about a policy violation that took place the last time I had a massage at your site.

On Tuesday, October 2, I received a 90-minute massage from Raven at the Elk Grove-Florin Road Massage Envy location. During the last thirty minutes of the massage, one of Massage Envy's policies was violated twice.

When Raven had me turn face-up sixty minutes into the massage, she left a portion of my left breast uncovered, which I quickly covered up. A few minutes later, when she adjusted the blanket on the right side, she left a portion of my right breast uncovered, which I, again, covered up.

The digital wall chart posted in the room specifically shows which areas of the body are off limits for the masseur. Although Raven did not touch my breasts, she left portions of them exposed twice during the massage, which made me uncomfortable and which I had to correct. This is unacceptable to me because my breasts are private, off-limits body parts. In the eight years that I have received massages at a number of Massage Envy locations, before the negative experience on October 2, I never once had anything like this happen to me.

I would like assurance from you, the manager at the Elk Grove-Florin Road Massage Envy, that this will not happen again in accordance with Massage Envy's policy.

I am keeping a written record of this policy violation.

Thank you for your time.

On 10/12/2018 I sent my husband in to get a massage with a $100 gift card that I had been given. This person is NOT a person to gift a phony gift card (I work with her). After the massage, my husband went up to pay and they said that the gift card didn't scan. They automatically charged the credit card $99 that I on file used to book the appointment. They said that they would have their manager look into it Monday (today). I called to speak with the manager today and she said that the gift card shows active, but doesn't show an amount. I told her it was for $100. She said that in order to get anything back, I would have to provide a receipt showing that the gift card was actually purchased. I am not going to a coworker and asking for a receipt for a GIFT, especially because then she would feel back that I had to pay. There was no "I'm sorry for the inconvenience" or anything like that. Treating us like criminals trying to scam the system. So much for us ever wanting to return there! Plus, they kept the gift card so there is nothing that we can do. I would like the $99 returned back to my credit card for services that A) weren't that great and B) already paid for with a gift card. I guess this is a good way to scam the customer!

I had a membership at Massage Envy in Ann Arbor, Michigan, located on Plymouth Rd. It has since closed and I still have 3 hours of service that I paid for. The nearest spa is 30-45 mins away and I don't know anyone there. This is NOT convenient! I would like to be refunded $195, for my 3 hour visits.
I have never received anything in the mail or Email regarding the closer of this spa. I just happened to run into someone who told me.
Please respond. Thank you, Michelle Murdoch

To whom it may concern,

I would like to bring to your attention of an interaction that occurred in my work place Message Envy, located in Cromwell, Connecticut. Today October 3, 2018 I had a meeting with my manager Shilpa Bulaki Ahuja. This meeting was meant to address some concerns I had in regards to my pay and schedule. Off the bat Shilpa seemed already upset as the meeting begin, I assumed it was because we had already exchange text messages 6 days ago which were hostile on her behalf. I began to voice my opinion about how I thought she was very impolite as she did show up to a meeting which was originally scheduled for all of us to be present since it had to be changed twice. She responded in a sarcastic tone saying "Oh I don't need to notify all 10 of my employees individually to let them know I am not coming, most of all Ms Idalia for not calling her and letting her know I wouldn't be attending." I responded that I was under the impression that an all staff meeting would include the head of staff, her, and that it was disappointing when she did not show up. I continued by letting her know that our time is valuable as well. She became even more upset and told me as the business owner she did not need to let anyone know if she would attend the meeting or not as her lead was able to handle it. I told her I understand, but I had expectations that you would be there. She became furious at that point, she asked me if I had ever informed her that I needed to voice my concerns to her or contacted her in any way to voice my concerns. I told her no since I was under the impression that staff meetings were meant to provide a space for employees and management to openly discuss concerns. She said had she even been present she would of not let me bring up my concerns since meetings are set for the agenda only. I insisted that I thought that there was an open door policy and that I believed the meeting was the appropriate place to bring up my concerns. At this point she told me that I needed to resign, stated that I was being "[censored]y" since the moment I was hired and that she didn't need "those kind of employees" working here. She ask me to formally resign by writing it on paper. I told her no and that felt that she was very unprofessional as a manager. I felt as though she was extremely hostile towards me and was really forcing my hand to resign. On top of this one of my main reasons for wanting to speak with her was because I had yet to receive payment for the hours that I put in to complete the extensive training to start at Massage Envy over a month ago. I want to emphasize that the way in which I was treated is utterly unjust and that Message Envy should not allow for poor managers like Shilpa to taint its name. I hope that there are consequences for her actions from you and that I may receive what I am owed in back pay as soon as possible.

Thank you and I look forward to hearing from you soon.

Today I went to my regular ME location (13224 W. 87th St., Lenexa, Kansas) to cease my monthly draft (after I fulfilled my initial 12-month commitment for $65.00/month) because I am changing jobs. I have 8.5 massages banked. I'm busy and don't have a great deal of time to get massages. These massages are fully paid for and the services are not delivered. I don't need any more banked massages! The cease bank draft form indicates that the 8.5 banked massages cease in 60 days after cancellation period! And I only used 3.5 in 12 months?! That's ridiculous. I have already begun reporting to the State's Attorney General about unconscionable business practices and expect either a full refund for 8.5 unused massages or at least one full year to use the 8.5 banked.

Dear Massage Envy;
I'm sitting in one of your massage rooms. I booked an appointment on your website for my son who is a minor, and indicated his age as a special consideration when I booked the appointment. NOWHERE at any point during scheduling and paying for this appointment online did it indicate that I would be required to SIT IN THE SAME ROOM WHILE MY SON HAS THE MASSAGE. I suffer from severe anxiety, claustrophobia, colitis and kidney stones. So now, I have to come to your location, and my options are to refuse the appointment, get charged and disappoint my son (who I am here visiting for the weekend from California - so our time is very limited.) Or I can sit in this room having a panic attack and needing to use the restroom and face a bout of colitis and form a kidney stone. Thanks! Thanks for giving me no options. If I had the information that I'd have no choice but to sit in this room I would not have put both my health and my relationship with my son in jeopardy. As it is, he's already upset that I exhibited distress at the prospect of having to be in the room. I understand that this is required by the State of Connecticut, but this is false advertising and a bait and switch. Not to mention dangerous. You have shoddy business practices and should be fined.

My daughter and I went to get massages at the PEMBROKE pines location. Worst experience ever! The customer service there is the worst I have ever seen. We both ask for a deep tissue massage, we both received someone who basically rubbed oils on us. The girls first words to may daughter were, no hablo English. That's a problem... emplyees could care less

I work at Massage Envy and recently there have been a series of issues with management and the owner has been talked to by multiple members of staff about the issues with management surrounding accusations of various kinds. The owner has done nothing to correct or speak with management and so the issues have been continuing. I use to enjoy working for Massage Envy, but for about a year now these issues have continued and more recently have gotten to be of a more serious nature (not just concerning rude/unprofessional behavior). I know of former employees who had concerns with management in the past and these employees are talked about in a negative light at Massage Envy. I think the management here is frankly terrible and it's frustrating that when we have concerns or issues with anyone especially management it falls on deaf ears and then the owner wonders why we stop coming with our inner work issues. Because you refuse to make an effort to coach management and you don't listen to actual issues going on.

1) The front desk was called to book an appointment and at the end of the call the guy said " book me with someone who will give me a happy ending" They didn't tell me what he said but booked him with me anyways he ended up touching himself and I had to run out of the room. The manager didn't write a report until I begged her to days later and didn't file a police report.

2) Ive been booked repeatedly with a man who asks me to take off my shoes due to his foot fetish. Ive told the management I don't feel comfortable and think this man should be removed and they pulled me into a room and said maybe its my fault because perhaps my shoes are too noisy and that why he wants my shoes off and booked him with another person who he ended up pulling her bra straps. He is still being booked to this day.

3) Management emailed me regarding my sick day asking if I really needed a sick day due to I already had a day off I had requested due to no childcare and asked if I really needed to stay home sick.

4) management on many occasions has bad mouthed clients and employees in front of other employees. I had to walk out today because I was being talked badly about right up front and could hear it down the hall way. Ive been with massage envy since 2011 and this franchise for 7 months and its the worst location Ive ever worked at. Not safe or professional what so ever.