Massage Envy
Reviews and Complaints

I had a massage on April 29, 2011 and the therapist broke a blood vessel in my hip and I had a 4x6 large, very painful bruise. My hip hurt so bad I went back to Massage Envy on May, 3, 2011 and asked to see the manager. Of course, she was not there so I asked to see whomever was in charge. They referred me to Kayla and I told her what had happened and showed her the bruise. I was in such terrible pain, couldn't sit or lie down, that I went to see my Internist and he said I had a hemotoma and that he had never seen such from just a massage. He wrote me a letter stating that I should have no more massages and for the company to cancel my membership.

I had told Kayla on May 3, that I wished to cancel my membership and she said that I would have to have a letter from my doctor stating such. I gave them a copy of the letter and was then told that Christie, the manager, was the only one that could cancel my membership. I have been back to the office at least 5 times and have called numerous times to speak with Christie and she is never there and does not return my calls. I finally spoke with her on Tuesday of this week and she tells me that the owner is the only person who can cancel my membership and that they are "out of the country". I would like my membership cancelled and my unused massages cancelled.

Today, I had a facial and massage at the Milford CT location. My sister made the appointments for us. When she made the appointments she asked the girl if she could give me her prepaid since she has 12 prepaid that she has paid for and hasn't been able to use cause of health issues. They charge her credit card monthly.
When she went to pay, Emma (the girl behind the desk), said she couldn't use her prepaid for me. An "OLD BAIT & SWITCH". Yet the girl that my sister made the appointment with, told her she could use her pre-pays on me. Emma was charging full rate on me. I told my sister I would pay for myself. She was very upset since she invited me. We have done this last year and there was no problem. I hear other people have done the same. I ended up paying for 3 months plus she charged me tip and I had given the ladies their tip in cash. I didn't realize this until I got home and look at the credit card receipt. My husband told me never to go there again, they say one thing over the phone and do another.

The owner, Doug Jensen, steals the tips from the massage therapists. The cash, credit, and gift card tips that are left to the therapist at the sales desk are taken a lot of the time. Sometimes when they are taken they will return the money days later, but not very often. I have had clients tell me they left my tip at the front desk and I never got it. And they're clients that I get regularly and always tip so I know they were not lying. Doug is a rich man who steals from his employees. If you ever go to Massage Envy in Pensacola make sure you leave the tip with your therapist and not at the front desk or make sure to tell your therapist that you are leaving the tip at the front desk so they know!

Do not get a contract with this company! They will take your money each month and not deliver the contracted monthly service. For several months Massage Envy has collected monthly fees, but is unable to give me an appointment at a time of my choosing. If I ever won't to get my money's worth I'll have to get some kind of appointment. The 2 appointments I made that actually resulted in massages each took 3-4 calls for appointments. Last night was a new twist on an old theme when I showed up for my appointment that took more than one call to make, only to be told it had occurred the hour before. The receptionist was so rude, and not helpful at all. Obviously she is so used to abusing customers she didn't think twice about ignoring me without asking me to reschedule and begin talking to another receptionist as if I weren't even there. I walked out, but I want my money back. Therefore, I went to the Massage Envy website to complain and the "Contact Us" went nowhere; so, it appears that from the top of the corporation there are poor business ethics and standards, and a lack of customer service. This is so sad considering they are supposed to be in a service industry. Maybe its time to confront them in small claims courts to get back the money they are taking while not providing the contracted service.

I have been trying to cancel my account ever since January. However, they have given me every excuse in the book as to why I cannot cancel. I signed up in January of 2011 and at the time of sign up I had just had a massage. I was vulnerable and that is how they get you. They did not tell me that it was a 12 month contract and after I left I realized what they just did. If anything they should present the membership before hand not after. She I went in to go cancel my membership in January they said at I couldn't because I had to wait until February to conceal because my account still need to be charged for January since I signed up I that month. Doesn't make sense to me but when I went to go cancel my account in February they said no problem! I filed out my cancellation form one day my payment came out and they told me at since my payment just came ot that I would not be charged for next month. That was a lie. I checked my bank statement this week and sure enough they charged me once again. I immediately called Massage Envy. The manager I talked to seemed to careless about the fact that they told me the wrong information. Se continued to tell me that because February was a short month that is why I was charged. I said her, this is crazy... I was told that I would not be charged, I just want my money refunded. She kept this nice game going by telling me I still had 30 days to use any massages... I was getting furious because not only was she not listening to my problem but she didn't even acknowledge that they were in the wrong. I have contacted. The BBB and my bank if further charges try to go through next month. If they do charge my accu t next month, I am going to take them to court. This company is awful, stay away from the, . All they do is cause trouble!

Our massage therapists only get 5 minutes in between clients to change over tables, do soap notes and get new client in room. If we go over, we get written up. This is a physical job and a longer break is sometimes required especially after a 90 minute or 2 hour massage. Also, the licenses are not posted for the public to see as required by law. The front staff is instructed not to tell people about the 6 month membership program even though it is available. There are also no breaks given to them as they have to eat in the front office and often have meals interupted to help answer phones and greet clients, etc. Management is indeed unfair to its employees. I am sure there are many more violations and I feel this location should be completely inspected and reviewed for more.

If you are a Licensed Massage Therapist and looking for a job, please look elsewhere. Massage Envy is nothing but a sweatshop. LMTs are treated like robots; the pay is horrible; benefits including pay is misrepresented during initial interview; no orientation or training but as soon as you do something Massage Envy does not like, you are bombarded with e-mails from the clinic administrator; if you ask for help, you don't receive it; e-mails are never returned unless the clinic needs you to work more hours so the clinic can make more money; and, to add insult to injury, watch your paycheck as they are never correct. If you are a potential client, please look elsewhere. Massage Envy advertises a one-hour massage; however, 10 minutes are allotted for the client to undress, get on the massage table and after the massage, get off the table and redress. Find a Licensed Massage Therapist who does not charge you for those reasons. The last time I checked a one hour massage should consist of 60 minutes of hands-on massage therapy unless the client shows up late or the massage is listed as lasting 50 minutes (and the cost should reflect same). LMTs & clients, please do yourselves a huge favor & stay away from Massage Envy (also known as Massage Walmart)! You'll all due yourselves a huge favor by staying away from this massage mill (sort of like a puppy mill - not acceptable at all) . . . run, run, run to a Licensed Massage Therapist who really cares about the client first, not the almighty dollar. Massage Envy sees clients as walking dollar signs and LMTs as indentured servants.

Massage Envy is horrible! Do not spend any money with this company! The high pressure sales pitches never end. I purchased a three massage gift card only to learn much later that it expires three months from first use. There was a mix-up with appointment times and the manager Ashley explained that she would be taking the full appointment amount from my prepaid membership. She said the money would go to the therapist, for their time which is not true. The therapists receive a nominal amount from the fee and work for tips. Please spend your money at a locally owned and operated day spa and not with this wretched chain!

I needed to cancel my membership, as I am moving out of the area. They stated that they had to bill one more month - even though the agreement did not state that was needed. Then, I had 3 credits. I had less than a month to use these, even though I had not been able to use the ones I had due to time constraints. Then, during the last week and a half of the time they "allowed" to use the final credits --- I had paid for these credits already --- my mother was diagnosed with a terminal illness and I needed to be near the family. Therefore, I was unable to use the pre-paid visits within their time frame. My first call to request add'l time to use these pre-paids was to a voice mail and never returned. The 2nd time I called I was told there are no exceptions, the rules apply to everyone regardless of circumstance. I was told that I knew the time frame and did not use them, so I forfeit them.

Company uses bait and switch tactics to get your business. They tell you that they have a introductory price for your first visit, then after the massage is over they charge full price. They are not very honest with potential clients and make all sorts of excuses after service is provided to not give the discount provided. I was told it must have been a training issue, their computer won't allow them to make changes, etc.. They make no effort to rectify the situation and basically treat you like ###. Stay away from this business!

I went for a massage as I have 20-30 times in the last year and a half. Developed itching and hives a few hours later where the therapist massaged (my entire back). Called to find out what they used for lotion and what the ingredients were. Was told they recently changed lotions and new one contains more sesame oil. Never have I had an allergy to any lotion before. They apologize, say they hope I get better, that this is not the first complaint, and that they are going back to old lotion. Says even two therapists developed a rash recently. I requested a refund, but was told by the MANAGER that she could not authorize it. She would have to talk to the owner. I have since emailed owner requesting a call. I have sitting here with itchy, painful hives for over 24 hours now, and still no follow-up by manager as promised, or by owner. I cannot believe I even had to ask for a refund for a massage that is causing me major discomfort! So, I am hoping they develop a professional attitude and prove they deserve my business. Otherwise, hasta luego! At this point, that is probably inevitable, because I am not sure they can earn my trust or respect back. I have photos!

"Tammy" and "Essence" seem to be in cahoots with each other giving customers the run around at this location. They charge your credit card and then one promises to take it off file while the other one then calls you back and says "we can't do that.." When I talked to Tammy to get the manager's name, she told me it was "Jackie" and that she was "out" and could return my call later today and possibly refund my credit card which I did NOT authorize them to charge. Then I get a call back from "Essence" who says "oh she'll be out all week" and I am a manager who can handle this (when 5 minutes earlier Tammy said Jackie was the only one who could handle it). Before I hung up "Essence" said "Oh, and you will not be getting a refund." This whole SCAM of locking you into a 12 month massage CONTRACT? should be illegal and I will not stop until I get to corporate and have this location investigated. FRAUD!

I want to warn other people that are like me. I think it is highly unrealistic to have massages locked into a long term contract. There are times that I want and need massages and then there are times when there is no way that I want anybody touching my body, nor do I have the patience to lay on that table for any length of time!

I love Massage Envy. I'm just resentful of all these millions of months that I am paying for a service that I don't even use now.

I am responsible for making this mistake, I suppose. I want to warn others that our moods and needs in life change lots, so beware of this COMMITMENT you are going to make if you sign up for a length of time contract. In the end, I'm not saving money at all! I'm paying message envy's bills even though I'm not in the mood for massages at all in my life now!

Ok... love to you all!

Tracy

After my last experience with the Massage Envy in Waldorf, Maryland, I will never go to any Massage Envy business again. They are actually an anti-white business! I know most people are racist towards people of color and I am not condoning that in any way, but frankly I am completely shocked at the racist behavior in this business.

When you first get there you will be welcomed politely by the staff, but as soon as they get your money they turn nasty and will continually ask for you to give a tip. I said would leave one in the room after I finished, but they ignored that and charged a tip to my credit card! My credit card company is fighting them and getting me a refund, but still, I they shouldn’t have to do this!

While I was in the waiting room I overheard the staff treating a black man and never once did they ask for a tip. They were all politeness. But did I receive the same treatment? No! The manager there is also a black man and he seems to encourage this sort of racist behavior. I do not condone racism of any sort and I simply cannot believe they get away with it here.

If you are looking for equality, fairness, and a overall pleasing massage experience, do not go to Massage Envy!

I know what u mean. I've worked for several ME here in Georgia and the most recent one was the Howell Mill location. When i first got hired there Dr. Greco the owner of the franchise said "stand up and introduce yourselves ###" in a joking way but come to find out we really were his ###. They give us no time inbetween clients there to even use the restroom let alone fart. We had to either wash, sweep, or do some kind of chore every day. We had to stay out entire shift even if we didn't have a client. Last but not least i got fired because we didn't get payed on payday "black friday". BE AWARE OF AT WILL STATES

P.S. f*** massage envy with a broom stick

I had been working very long hours at my DC job to include some strenuous military exercises for a few weeks and I felt the need to finally go get a massage the next day. I call on a Thursday for an appointment on Friday (I had Friday off). I specified initially 'I need an appointment for tomorrow.' I also stated i don't like oil or lotion, there is a type of massage for that..but couldn't remember its name. I said "John did it last time." The girl on the other end said ok, he has an opening at 4pm. I thought that a bit odd, but again it was a Friday appointment, guess he's busy. I showed up Friday just before 4pm, and the girl tells me "Oh no, your appointment was yesterday." The Body builder woman next to her litterally laughed at me because I said, "Are you serious?" The first girl said, I booked your appointment and that was for yesterday. I was confused, because I had specifically requested Friday..was today not Friday? Yes it was. Yesterday was Thursday, when i had to work. Why would I request a day I had to work..and I worked late mind you. She said she "didn't remember me asking for Friday." She even looked up in the computer to see that my "partial payment had gone through because I was a no show.." I have a contract with these people for 12 months. What she saw was probably my contract payment which is less because it's under a contract % reduction. But here's the thing, if you people can't get a request right over the phone and then treat your customer like crap when they come in, how do you expect anyone to keep coming back? The manager was not in the store, even when i called back several times over several days. I never heard back from anyone there about an appology as to how I was treated and the ignorance of their staff. Don't get the 12month contract and be stuck paying them like i am, and i never want to go to a massage envy ever again. No matter where the location. I can't break my contract with them but they are certainly getting my money for the next few more months. DON"T GO THERE!
2219 Old Bridge Rd
Woodbridge, VA 22192
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