Massage Envy
Reviews and Complaints

I tried to cancel my membership today. I'm not under a contract so I figured it would be quick. I have many hours of unused massages and i know I will lose them if I cancel. I just want to end it but I was told my accountaccount was suspended and i hadpay them $250.00 to cancel. My card had expired so they couldn't draft monthly fees for 4 months. I have to pay money for a service I can't use so I can cancel the membership. I'm paying for 4 more months that I'm going to lose! Makes absolutely no sense. I just want out!

[protected]@masageenvy.com,
[protected]@massageenvy.com
BCCAmber

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Hello,

I would just like to say that I have mixed emotions about your company. I signed up for a 6 month membership and I then fell on hard times and lost my job a month after I signed up. They worked with me a little bit by suspending my account for 3 months. Which helped, but I still hadn't landed a job when they started taking the money out again. I made it work, but my family suffered for it too. Needless to say, my last payment will be tomorrow. I called and spoke with Elery, I'm not sure if that is the correct spelling of her name, She explained that I had to use all 6 of my massages within 60 days of cancelling. She also mentioned I could gift 1 massage a month. So I was going to give 2 away. I went in to sign the cancellation paperwork and when I inquired about gifting the massages, she tells me then, that I would need to pay $10 to transfer the massage to someone else. I was a little irritated at her saying that, as she didn't say that on the phone when I talked to her about cancelling my membership. That is horrible customer service. To pay $60 a month for a massage and then to tell your client they need to pay you an additional $10 to give that to someone else, is absurd.

I'm not sure if I even want to get a massage at your company again. I should say, Massage Envy can consider my membership a $360 gift to your company, but I won't. I already paid my dues and I will use what I can, but clearly Massage Envy Wins out this time, because I won't be able to do 6 massages in 60 days. So DANG FRUSTRATING! I know I will NEVER recommend Massage Envy to Anyone. IF anything, it will be complete opposite.
I tried contacting the PR person and the CEO and wouldn't you know it, their emails wouldn't go through. Imagine that. If that isn't shady, I don't know what is. HORRIBLE COMPANY

Hello
I was at Massage envy in Dulles Landing, Virginia on 10/27/16.
I had a facial( $60) + A face cleanser purchase($36) and a $ 10 tip on the card totaling to 108.16.This was charged to my debit card.
Also what happened was that they had charged and additional $ 60.00 to my card.They said that it was a mistake on the computer system which charged me the extra $ 60.00 .I have asked them to issue me a refund for the past 2 weeks...no progress.
I speak to different people all the time, they ask me for info, I have even given them a screen shot of my bank statement and have asked them to contact the bank if any questions.
Looks like they have no answer so far.
This has been nothing but relaxing after the facial that I had.
I would like answers or the least, a refund of $ 60.00 to my account.

I have been a member for several years. The "popular" times (weekends, evenings) need to be booked many weeks in advance. Over time prices have gone up (member $60 non-member $120). A sign recently posted states it is "customary" to pay your therapist a 45% gratuity based on the non-member rate.

In my opinion $114 for a 60-minute massage from Massage Envy's "no frills" operation is not reasonable.

When checking out after my last massage, I asked to cancel my membership. I was told I had to pre-pay for the next months massage because "I was close to the monthly renewal date", and that I had 30 days to use all 5 of my pre-paid massages. Several times Massage Envy cancelled a massage the day it was scheduled which is why I had 5 pre-paid massages. I tried to explain there was no way for me to get 5 massages within the next 30 days. I was told there were "no exceptions".

I recently made an appointment for a massage. I was asked if I wanted to pay with my pre-paid massages. I said "yes". When I checked in for the massage, I was told that my pre-paid massages had "expired". I asked "is it legal in California to expire services which I have pre-paid for in cash". I was told "it was not cash any longer". I said "in my opinion, you are running a scam, and this is why I cancelled my membership". I turned around and left.

I do not believe it is fair or reasonable to place short inflexible deadlines on pre-paid services. I paid Massage Envy over $300 for services I will never receive. In my opinion this should not be legal.

Caveat Emptor.

They are less than 1 star. I had a membership for a year and the massages just kept adding on because I couldn't get there enough because I can't drive. They say the only way you can cancel is if you move or get a doctors note. I had a few massages left and then I could finally cancel. I was more than ready! I broke my collarbone from a seizure and I could barely move my arm. I called and told them exactly what happened and she said she would work with me. I came in a few months later with doctor's paperwork, and she said the only way I could get those massages back was if I signed up for another membership. I didn't know what else to do, so I was stupid enough to let her talk me in to sign up for another 6 months, but I read online that you can cancel within 30 days. So I try to cancel, and they say I can't because I auto-renewed. Don't ever sign up! You can't quit because they are huge scam artists!

Now Massage Envy has sent me a letter stating their intention to increase my rate to 10 dollars more per month. I will be filing a complaint with the Federal Department of Consumer Affairs, The Federal Trade Commission, and the US Department of Commerce. This was a bait-andswitch action and it is illegal.

I signed up for a massage envy membership in March and had a good experience for the first two months. Then, several appointments in a row were cancelled at the last minute, because the therapist I scheduled with was "sick."

Once, I rescheduled with another therapist, only to get a very substandard massage that was shorted by 15 minutes. She argued with me when I pointed it out and refused to give me the full time I paid for. The second time, I was forwarded to voicemail for several days, when I tried to return the call and reschedule. I left multiple voicemails, which were ignored.

The last straw was when I found out that the therapists weren't sick. They quit! One of them turned out to be an acquaintance of mine and told me the truth. They waited until that day to call me, knowing that she had quit over a week prior to my appointment. I quit bothering and was content to just ride out my contract.

When I got a letter, stating that they were raising my membership fee (can they even do that, with a contract t in place?, ) and other prices for additional services. I called to complain and cancel my membership. I was told that I needed to talk to an account rep. He called while I was in class and was "unavailable" when I called back. I called again and was told that I had to fill out a cancellation form, which I wasn't told about when I called last week. The oversight was blamed on "poor training."

I had a new credit card issued today and I'm disputing the most recent charge. I entered a contract to pay a specific fee for a specific service. Now, the fees have been changed without my consent or an amended contract and they've utterly failed at providing the service they agreed to provide.

I have been a long time customer and have only experienced the worst customer services for the last year and a half, under the management of Manny.
My massages are always great provided by E.C. and Lula however the office staff can use a class on talking to a customer and knowing when as a professional to not prove a point although employee's are a reflection of management so maybe Manny you need to give up your position there or find a solution to a better and skilled customer service office staff. make sure when you set up your apt that you know when you get a "courtesy" call a day before your apt, that it's just that, a courtesy call, not a reminder b/c then that holds them accountable. I've had "courtesy calls" the day before my appt and emails. Today I missed my appt b/c I didn't get that "courtesy" call although though Nicole, the receptionist says I was contacted and confirmed. My response was no I wasn't and I'm not a dishonest person to say no just to be right or not be billed. I would've remembered but Nicole insisted and read the "courtesy call " act. She's also the one who I booked an appt with last month and she forgot to put my name down, again we went back and forth saying she did / she didn't. I asked to speak Manny so she transferred my call to him having to wait long enough for Nicole give him a heads up. Manny answers the call with the "courtesy call" act.

I finally gave up on trying to explain to both of them so I'll take my complaint higher up until it's clear that management / staff need better skills/ problem solving / leadership and communication skills and as manager you never argue or allow your staff to argue their point.

My complaints of management and office staff will go to the BBB.

I singed up for the yearly contract :( please be careful !When you call to book your next session, they make it within less than 30 days and charge you extra claiming that you asked for extra session ! Their costumer service are helpfulness and their answer is sorry we can not help you ! I received a call that you did not show for 9 am session that I did not book for sure cz I always choose my timing after 5 pm because I work !As the usual ….Sorry we will charge yo for the cancellation ! Seriously I did not book and your a charging me !

The day after my massage my back was really hurting. It got to the point where it hurt to breathe. I was screaming in excruciating pain until I could get tot he Dr. Turned out my masseuse displaced a rib. I was on 3 medication, Percocet, Flexural, and Napraxen. After a week it popped back in but by that time I had a fever and was coughing up blood. After yet another Drs. visit and X-ray it turns out I had pneumonia! From laying in bed for 4 days, not able to take a deep breath or cough, it went into my lungs. Now I need more medication, and I missed more work (8 days total). They will not reimburse me and the owner won't even call me back. My masseuse didn't come out after the massage to even try to sell me so I think he knew he did something because we all know that is when they do their pitch. Do not go here! Read all the complaints online, it is a disgusting company.

booked a 90 minute massage with Denise. During that time she spent 30 minutes practicing stretches and telling me to ignore my MD advice about my back. She also said I should book another appt. right away.
I called today (2 days later) and cancelled the appointment and spoke with the manager. I told her that Denise was inappropriate as she has no medical training.
She told me that Denise said I had 'poor hygiene.' When asked why, she said ' you havef dandruff and she thinks you may have lice.' I asked why, if she thought I had lice, she continued for 90 minutes.Anyone who has ever had a child with a lice issue (usually from school) knows that you RUN to the pharmacy, etc. Ashley, the manager, had no answer.
It is interesting that massage envy will not give their 'therapist's' last names. I would have reported this woman to the licensing authorities.
I am embarassed and humiliated. not to mention like most women, I am a bit insecure about my body, etc. Please DO NOT GO to this place! Ashley promised a call from the owner, but of course, this never happened.

My wife and I joined Massage Envy a couple of years ago and for the most part have had a good experience. Early on they would cancel on me with short notice and never offer me any sort of compensation. Those issues have gone away, but it has become very clear to me that this company is all about the bottom line and not the happiness of the customer. We recently received an email stating that as loyal customers they would like to inform us that prices are going up %25 in a month. As of 8/18/14 a once $59.99 90 minute massage will now cost you $74.99. My understanding of the business model at ME was high volume and lower prices. They are trying to justify this price hike by "putting ourselves closer to industry standards". Basically they are now going to be priced like any other spa, so what would be the incentive of going there. Oh and if you are not a member, you might want to re-finance your house b/c a two hour massage is going to run you $200 plus tip. It was fun while it lasted, but ME wont be seeing anymore of our money..

I purchased $180.00 in gift cards to be used as business gifts and my own personal use. After the first use of the Gift Card, the Manager (Herah) and Owner (Aditi) at the Blossom Hill location in San Jose, California did not honor their agreements or terms of the policies.

They refused to refund or Credit back my account. Basically, they got their money and then played games. When I challenged them about the situation they acted like they were Bank of America...Beware of deceptive business practices and rude, arrogant attitude.

Do not patronize this location! Bad business.

I received a gift card to Massage Envy including gratuity. I called to book appt. several days in advance.
Advised a credit card would be required to guarantee booking time. I declined having read the negative
reviews posted. I provided my name, address and telephone number and made the appointment.
When I showed up, no record of appointment. Not scheduled because I did not give them my credit
card info. I am here now, in person, in a major ice storm, confronting a desk clerk with an apathetic,
attitude. Not exactly what I had signed up for. No manager available to speak to. Next available appt.
would be in 4 hours. I could wait. However, they would still need a credit card to guarantee.
Very unpleasant encounter. I should add I was warned by my regular massage therapist to leave my
checkbook and credit cards at home.
If you NEED stress in your life then visit this business by all means. If not, don't even think about it.
There are many wonderful massage therapists in the Maumee area not out to pick your pockets clean.
Clearly questionable business practices are customary for Massage Envy. My experience validates
the experiences of others

After 4 hours of an unpaid lecture (orientation) inside the clinic, several online training programs (again unpaid, ) 3 hands-on practicals, and verbal/written confirmation that I have been hired. They send an email (not a phone call) stating that I did not meet their criteria during the 3 hour practical. Excuse me? Don't employers normally have a grace period for training before terminating their employment? I am licensed and exprerienced. I still have not been paid for my 3 hours of massages given to their employees. I re-arranged my current schedule and put my college work on hold to train with them. I do believe they treat therapists poorly and misguide their clients. Massage is not a product you an manufacture or reproduce. Therapists are different and so are the clients that get them. Traditionally, massage was not for the fast-paced environment.