Massage Envy
Reviews and Complaints

I will never go to a massage envy chain again. I received a gift card for my birthday and my friend also included the tip in it. I was assured that the tip was included and therefore all I had to do was enjoy my massage. A few months later I went to your facility and used my gift card. I was asked if I wanted to include a tip; when I told the representative at the desk that the tip was included she said that there was a price increase and unfortunately the gift card was only for a massage. I was insistent and told her that price increase or not she should honor the gift card and she just kept denying it with her fake blond hair and her fake smile. I then told her "well I guess the therapist will not be receiving a tip because this was a bday gift and I wasn't prepared to bring money with me since you wouldn't be honoring it" Also, my friend who bought me the gift card was disgusted. I never had such a crappy experience and I left there frustrated and upset rather than happy and relaxed.

Hi there! I just received a massage from massage envy in San Francisco on mission st. I originally had an appt scheduled 7/6/17 with Rose who I normally see I had to reschedule cause of a doctors appt. I told them about my back issues and they recommended another girl, she was not good at all she didn't focused on the areas I really needed it most and her movements were not good. Then she cuts my massage 10 min early. I go to check out and I told the guy it wasn't that great and how I usually see Rose and how I had to reschedule etc he says oh well Rose is Rose she's good the girl you had is more for relaxation I'm like are you serious! I have a messed up back I see Rose for a reason I'm so upset they booked me with her when they know my issues! I asked him do you guys keeps notes of clients? He said no he said the therapist should have your chart when they see you. He said he could Comp me an add on that's not what I wanted I don't want to have to pay for a massage I'm not happy with cause they didn't book me right I'm not happy at all usually I'm pleased with my massages when I go there.

I've worked at the Massage Envy in Colorado Springs for a little over a year and after I left, I seriously began to realize how unfair and unprofessional I had been treated. First off, I would have to commute from where I live now to get to work which is out of the city limits of Colorado Springs which was about a 45 minute drive and a lot of gas. There would be times where I wouldn't have anything, or there was work being done on the roof and they had planned to give me the day off, but without communicating with me on it. So, I would drive up there and wait until my AGM to get there, only for them to tell me they tried calling me to tell me they didn't need me to come in. I never received any calls or texts even though they had my number and half of them are friends with me on Facebook, so they could have also messaged me on there, but never did. So driving up there was a waste of gas and a waste of my time. They would do that a lot. They would also expect me to drive in a blizzard, not caring in the least about my safety. When I had to take time off because of family emergencies, my health, my car, or because of the weather, they would always always try to make me feel guilty. I'm sorry but your Therapists health and safety should be way more important than anything.
As most Massage Envy Therapists are well aware of, your Lead Therapist would communicate with you about your Request Percentage and your Sales Percentage. From January of 2017 until July 2017, I had always met or went over my goal for the month. I was under the impression I was doing great but when my annual review came along, apparently I was wrong. My Percentages were well below average even though I was told they were well above average and I was given 3 months to get those percentages up or in other words, I was gone. After that review, I was not getting booked. How was I supposed to bring up my percentages if I wasn't getting booked?My days would be completely dead and when I confronted the Front desk about it, their excuse was it was just a slow day. BS. That's why everyone else was fully booked, right? I had to constantly communicate with the front desk about how many massages I could take in a day and what my pressure rating was so they could actually book me. I didn't confront them once about this, I confronted them multiple times about this. I shouldn't have to do that.
Not only all of that, but the pay at Massage Envy really is criminal. Massage Therapists should be getting paid way more than that, especially with it being such an active job. And you would never get your full pay, you would only get what was highest. It was either Massage Pay or hourly pay. So, if at the end of the pay period, my hourly pay is higher than my massage pay, I'm only getting the hourly pay. I'm not getting the money that I broke my back for. So, where is that money going? It's not going towards me. So I want to know where that money is going.

Also, in the break room we had a suggestion box. So, if we had any suggestions to make Massage Envy better or to make Clients visits more enjoyable or to make our working there more enjoyable, then put in a suggestion. But, they wouldn't use the suggestions. They would read the suggestions and insult it in the monthly newsletter. I brought up a few ideas and I was insulted because of it.

They would also use the newsletter to be passive aggressive. I have a lip piercing and sometimes, I would wear hoops. Not once did my Manager or any of the Lead Therapists took me to the side and talked to me about changing it to a stud. No, they put it in the newsletter. And, of course, everyone knew who they were talking about since I was the only person at this Massage Envy with a facial hoop piercing. They never came forward and asked me to change it out. If they did, I would have happily changed it but no, they used the newsletter for that.
When I would go to work, I would wear either Graphic Tshirts or just plain Tshirts underneath my work shirt. I would take the work shirt off when I was on break or when I got off work. And most of the time my shirts would have Harley Quinn stuff on it or Bob's Burgers or Stars Wars or Guardians of the Galaxy and apparently my shirts were deemed "inappropriate". So we would have to wear our work shirts at all times, until we got to our car or off of the Massage Envy property. So, again, instead of coming to me and talking to me about it, they used the newsletter to make it known. My shirts never had any blood, gore, curse words or anything offensive on it but they were still "inappropriate".
When I first started working at Massage Envy, my car just randomly died. I had no idea what was wrong with it but it wasn't starting. I called Massage Envy the day before and told them about it and that I might have to take the day off if the car wasn't working by the time I had to leave. I had no other way to work. The AGM had threatened to write me up if I didn't come to work even though it wasn't under my control. Fortunately, my car started and I got to work. But still, that is proof right there that Massage Envy could honestly care less about you as an individual or unforeseen circumstances.
And to top off the cherry on top of this amazing desert, no one ever asked me if I wanted my last paycheck to be mailed to me or if I wanted to pick it up. No one had the decency to pick up the phone or even ask me before my last day. And no one had the decency to call me about my check being mailed to me so I drove all the way up to springs to get my last paycheck that was no longer there because they mailed it without asking me if that was what I wanted.
At a place where communication is top priority, it was never practiced among the front desk, managerial and lead therapists. This is the one thing I would get really upset with them about, was the lack of communication on anything.
Massage Envy does not, in the least, give a damn about their Therapists. They don't give a damn about you as an individual. They don't care if you go through something horrific and need time off. They don't care if you have car troubles and can't make it to work. They don't care if your dog or child (i don't have a child) is left home alone and you need to be there for them. All Massage Envy cares about is making money. That's all. If they honestly cared about their Therapists as much as they say they do, they would do a lot more than they are doing right now.
I left Massage Envy of my own free will and I very much hope I never have to go back. Ever again. And if you're thinking about working at Massage Envy, Don't. Seriously, don't waste your time.

I terminated my contract in February 2017. Massage Envy in Columbia MD overcharged me for May and June of 2017. Someone forgot to enter or complete my cancelation in the system. The latter caused my bank to over draw and incur a fee.

When I contacted Massage Envy, I provided details of the situation. I submitted a screenshot showing bank fee which shows that I incurred the overcharge because of their error. I asked that they refund that amount as well. Neither my bank or I are responsible for it. What makes matters worst is my attempts to minimize the potential of being charged in February. I checked with the manager and the front desk staff on two occasions to make sure my contract was cancelled and I wouldn't be charged. I was aware of my tight budget due to recent job lost and wanted to make sure no mistakes on either end. I was assured they had it under control

I also requested immediate follow up via email to avoid further charges and to keep me posted.

While they did refund both monthly fees within 48 hours, the bank fee was not included. I also received no response, text or call from their office, I have no idea if they plan to follow-up or if they are planning to refund the fee. This has cost me time, money, resources and increased stress. Already burdened financially, their lack of follow-up is thoroughly lacking in compassion and is counterproductive to any business whose purpose is to reduce the stress of its membership.

I gather as long as my membership is cancelled, I may no be worth additional contact. I can't express my level of dissatisfaction with this organization enough. If I hadn't made several attempts to prevent this very thing, I might chuck it off as simple mistake. Everyone makes mistakes. But I did my best to try and prevent an error. I do not think my bank or I need to pay for this. The responsible and yes, caring thing for them to do is to refund the amount immediately.

I am an extremely dissatisfied customer and the regional manager Destiny in Elk Grove has been less than helpful. We signed up for the convenience factor of a massage place walking distance to us. Less than 2 months after signing up for a membership the location shut down and absolutely no one has given us the time and respect in dealing with our request to cancel. We signed the contract under false pretenses that we would be receiving massages at the location near us. When Massage Envy shut this location down this breached our terms in signing up. The fact that this is not respected is beyond me and I am not okay with this.

On several occasions, my scheduled appointment somehow disappeared from the company's records. The last time this happened, on March 11, 2017, I cancelled my contract in person. I was assured by the lady on staff that it would be cancelled, but that I could use the sessions already paid for but not used. At the time, there was no discussion of completing a cancellation form. When I noticed my credit card still being billed for the services, I contacted the company again and asked them to cancel my membership. At this time I was told I needed to complete a cancellation form. This form referred to cancellation during the initial term. I was a member for more than ten years and felt I was well beyond the initial term. After my credit card was again billed, I contacted Massage Envy in Missouri City, spoke to Chaise Texada, the manager, and was told without completing the cancellation form, my credit card would continue to be charged. I completed the form, submitted it to Chaise and will wait to see if they will continue to steal money from my account. I am pretty much at the point of hiring an attorney should their unlawful practice continue.

hello I hate to be doing this this morning but I set up an appointment up an appointment quite a while ago for my birthday today May 30 and I came in thinking than I was paying one rate for an hour and a half massage and it was completely different from when I was originally told . I normally do not complain and 40s years old I don't think I never really complained about a company before but I don't like being lied to or misled. I'm definitely someone who goes over things in appointments on over the phone a couple times to make sure it's correct. So I know that I have the information right and I heard her right and she saying that she did not say that and I know she did and to me that's upsetting. The Woman who made the point was the manager apparently her name is Holly Klein, I would've never made an hour and a half appointment if I knew it was going to cost what it cost.I would've just simply made an hour appointment and so that's when I was talking to her on the phone when I made the appointment I made it very clear about everything and she told me what the price was and it was not the same price she said I could not get it at the introductory price when I actually showed up for the appointment and post process had to pay for it . The rest of the staff was wonderful ..the massage was awesome of course ..the woman performing the massage was wonderful ...the business is awesome, I'm glad that you're there but I feel like it needs to be noted ...this woman misled me on the phone and she flat out either lied or I have no idea what her motive would've been but I know for a fact what she said and I am naturally upset about it . my name is Angela Cathell my number is [protected] and I was at the Saulsberry Maryland office at 2657 North Saulsberry Blvd., #105 ZIP Code 21804 . I appreciate your time thank you and have a wonderful day !

Went to get massage ask ahead of time for female said they forgot so had to take take a male he did not heat bed so I froze the whole time plus he did not give a good massage maybe he was New but no excuse first time there and I was totally upset told the receptionist but still had to pay will not recremend them don't know what else to say very bad experience

I purchased a gift card online and I accidentally sent it to an email that was deactivated. I sent 3 emails and have called 2 times to ask for help in rerouting the email but have not received a response. I asked for my money refunded after they clearly ignored me and still have not received a response. I want my money refunded. I have never been treated like this from any company. I will be reporting this to the BBB. Absolutely ridiculous, I can't even believe it.

Massage Envy in Peechtree city in GA stole $290 from me and refuse to put it back on my card.. They claim it has been reversed back onto my card and told me my bank is the one thats holding the refund. I called my bank and my bank said that massage Envy is lying.. I would like for them to put the money back on my card ASAP or else I will be taking legal action against Massage Envy ! DO NOT USE THIS COMPANY! HORRIBLE HORRIBLE HORRIBLE ! Never again will my family, friends or myself use their service.

I joined Massage Envy in Tucson, AZ this past winter where I have a home. Enjoyed it so decided to extend the membership when I got back to Illinois. All is fine except when I go to check out after my appointment. The SAVOY, ILLINOIS Massage Envy will not let you leave until you tip your massage therapist. You're not given a choice. You have to do it! This wasn't so in Tucson. You had the choice.
I don't like being bullied every time I leave there. I will finish my contract then only contract while in Arizona. When in IL, I'll go elsewhere even though I really like my thrrapist.

Hello,

I have called several times today and no one has ever answered the phone at corporate headquarters so here is my complaint.

Husband signed up for the massage program in 2013, went about 4 times a year since then. Some time in the last year our credit card expired. No one ever told him by phone, text, email or when he went in for a massage. Instead they waited until the bill racked up to $500 and found one of our open credit cards to charge on 5/10/17. On 5/12/17, Anna, at Massage Envy in Avon, IN told me that it was not their responsibility to contact us. However, she seemed to feel it was their responsibility to hunt down our open credit card and charge $505 to it!

I have tried for two+ days to request service for both a facial and a massage at the Sherman Oaks, Ca location, plus left messages, Nobody has returned my calls. I've also attempted to call the Encino location but the message cuts off. I've tried the Studio City location and it is temporarily closed. I'm older and do not like to drive freeways in Los Angeles, so these three locations are my only choices.
Can you please advise?
If these franchises are out of business I will need to cancel services. I believe I started my membership in September 2016, after relocating from the La Quinta, Ca, area.
Sincerely,
Robena Schaerf [protected]

I was told by massage envy in slingerlands NY I had 30 days after my membership ended to use my services I had left over- I had only one service left so I wanted to transfer it to my daughter since I broke my foot I cannot walk easily I was told I either had to use the service myself or forfeit that service. Isn't it massage envy policy any service can be transferred for $10?

I was given as gift card for my Birthday. I booked a massage at Bergen Town Center 805 Bergen Town Rd Paramus NJ 07652 on April 26 7PM. I have had massages before but never this location. Never had I had a complaint about the other locations.

The guys name that gave me the massage is Edward. The worst I ever had. I used to get a massage here and there at the mall and they used their elbows and fists and I never went back because I left in pain that I did not have to begin with.

This is the exact feeling and pain I left with. As he was doing the massage it was painful not relaxing or enjoyable AT ALL. I told him it was hurting me and he said quote that's because I am using my elbow I'll use my fist.

This was the worst massage I have ever had. He is unexperienced, and I will never go back to that location.

I am still in pain that I never had. My neck I can't even turn and my lower back is also killing me. It's ridiculous that I was given a $75 gift card that I could not even enjoy. The last time I had a massage in Rutherford NJ location, the guy was so good the time went by so quick. I even went back to that location but he is no longer there.

I would appreciate if the company would compensate me with another gift card so I can have another massage at another location . It would only be the right thing to do.
I would greatly appreciate it due to all this Pain I am in caused by one of your inexperienced employees.
Thank-you
Evelyn Cepeda.

On March 13, 2017 at 10:00 AM, I called the Memorial location to set an appointment for myself and my daughter-in-law. I received no answer. I called 3 more times and then finally resorted to going online and booking appointments. I didn't hear anything back, so I called again and got no answer. I called the next day, Tuesday several times and finally got a voicemail, and left one remarking that I had inquired online and to verify that the appointments had been set. I finally received a call on Wednesday and was told I could not have the time I requested and there was nothing available for weeks. The young lady on the phone was very contrite and flippant about how unprofessional the scheduling practice was and she asked me, "what would you like for me to do?" She then asked if I would like to speak with a manager, yes.

I spoke with Britney, who was also very unconcerned that she was about to lose my business. She then went on to offer me the numbers to other locations so that I may try to schedule with them. She explained to me that the phone and internet had been out for days. Now, I don't believe that for an instance. If my business depended on the phone and the internet, you better believe that I would find a way to speak with my customers. Am I to believe that as a business you are so unconcerned with revenue that you just don't care?

I asked for a corporate number and was given something in Stafford, TX. I got a voicemail and left one. I am almost certain it was incorrect. Which led me here.

I have scheduled massages for myself and my daughter in law with another, more professional, more concerned competing company. I also plan to post my experience on social media as well as Yelp and Google.

You lost 2 customers today and countless other potentials.

Regards,
Tisha Grayam
cell [protected]
email Tisha.[protected]@gmail.com

HI there, I have been a member for almost 7 years. My account is under Heidi Holmlund/Maxwell. Here's my story...I wanted to surprise one of my teacher friends with a birthday present so I paid the extra $10 to transfer one of my massages over to her name. I called 3-4 weeks in advance to book 2 90 minute appts so that my friend and I could both get massages at the same time in the 2 table/couples room. I had specifically REQUESTED 2 FIRM (deep) massages and the gal said it would be several weeks out so I agreed. We showed up and we're shown to the room with 2 beds. The 2 women therapists asked us a few questions then said they'd come back in a bit. So we got on our own tables and it seemed like 10 minutes until they returned. I had yelled at one point, " OK were ready." And no response. They eventually came in. My reason for writing this email is to inform you that I pay $59 a month ( which used to be $39 when I joined in 2010...that's another email in the future that I'm frustrated about) and if I REQUEST a firm or deep massage 3 WEEKS OUT then I EXPECT to get just that. So I paid $130 for 2 massages before they even began. But the one gal, walks in and says immediately to my friend, "so it says here you want deep/firm massage" and my friend, Marlyss, says" yes." The gal proceeds to tell her "she can't do that because it it would be bad for her hands and cause her too much pain... that she had been working there for a short period of time and it would do her no good to do a deep massage since she spent so much money on her massage school and it would cause her hands to burn" My friend then asked her a few times throughout the massage if she could rub just a little harder. She said it felt like a feathery light massage. Her therapist continued to act grumpy, had a bad attitude and appeared rude to my friend. Her therapist lightly rubbed my friend and my friend was so upset during the whole massage because she felt like she got ripped off and cheated out of a good massage and that she couldn't even enjoy it. I was disappointed in her therapist's behavior and poor attitude especially since I had paid for it. I felt like my $69 birthday gift went down the drain without even an apology.
On the other hand, my therapist was great! She had a delightful personality, was sweet and thoughtful. I have no complaints with my gal whatsoever.
All that to say, I would like to ask for a refund for one massage. Please let me know that you've read this and how to resolve this issue.

I availed the services and introductory price for each was given to me. $75 for 90minute massage and $50 for facial. I purchased additional $10 worth eye cream during the facial procedure. After services were done, I offered to give $20 tip for massage service and $10 tip for facial service. The said information was my expected expense with total of $165. I presented 2 gift cards, 1 worth $100 and another worth $25 which should cover entire massage and facial services without the tips. I let them charge the remaining balance of $40 on my Xfinity card and so they did but added $5 on the charged amount because the completed transaction shows $45. In addition to that charged amount, I was also billed additional $10 from my Discover card which is the card that is on their file. So now, I am expecting them to return the overcharge amount of $15. I have called and talked to the manager several times since yesterday but all she says is she is waiting for someone to help her figure it out and always says she will give me a call and even said she will call me and give me update by noon today but never did I receive any call from her. Not even an apology ever from her for overcharging me. She even got pissed off and was being sarcastic because of my follow up calls. I also have emailed her screenshots of my card transactions which show both charged amounts and she acknowledged that she received both but still no action was made about it. Now, still no resolution has ever been done from their part so I am filing a complaint. They seriously have horrible customer service.

I received a Gift Certificate from my daughter in 2010 for Massage Envy. I was able to use it for a couple years. Over the years I would think, I need to use that Gift Certificate..so I would call a local Massage Envy location to see if it was still good. I was told several times that it would be good forever. There is no expiration date.
I was going to be in Fremont on March 3rd so I had called ahead on February 23rd to make an appointment for me and my daughter on the 3rd at 12p. At the time I mentioned that I had a gift certificate and they asked for the number on the back by the scan...I gave it to them and the appointment was made.
After the massage I gave them the gift certificate and the manager said it was used and no longer good. I was very upset...she said that it had been purchased in January 2010 and used in February 2010...but it hadn't been as my BD was in March and my daughter purchased it and she said it was the only time she was in the spa...I paid for my massage...$65 left a tip for Gia $20 and left. She called later to tell me that the receptionist was wrong in that she should have asked when I checked in to see the gift certificate. I had forgotten to tell her that the receptionist that I had scheduled the apt with did ask and did not say it was no longer valid. I am very upset as this was a BD gift and it was never used and they scammed me...I would like a refund and not for another massage...I will never go back. I generally have massages four times a year but never again will I try Massage Envy

I went to the Plymouth Message Envy (3225 Vicksburg Ln, Plymouth, MN 55447) two weeks ago on February 8th, 2017, for a massage. The day after my message, I started experiencing discomfort in my intercostal muscles on the ride side of my back. A few days later the discomfort turned into excruciating pain. I went to a doctor on February 14th, 2017, after being sent home 3 hours early from work the day prior due to the pain. The doctor confirmed that a muscle had been strained and prescribed me muscle relaxers and higher dosages of ibuprofen. Today is February 23rd, 2017 and I am still experiencing the same pain, and now my doctor wants me to go to physical therapy to help the injury.

I called the Message Envy to try and cancel my contract for messages (I pay month to month) and they stated I am unable to until the contract is up in November. There should be special circumstances around cancelling your contract if you have had to go spend money at a doctor to confirm an injury caused, spend money for various medications, and spend money for physical therapy, to try and relieve the pain and heal the injury. I will not be able to get a message for an extended period of time due to the injury, and honestly do not want to go back to the place that caused the injury.