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Massage Envy Complaints 557

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4:45 pm EDT
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Massage Envy treat employees like work horses

These people have no idea what they are doing! The employees are paid and treated like work slaves.

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maria131
Eastchester, US
Jan 22, 2012 11:22 pm EST

If I were to rate this I would place NO STARS!
Never again, Since you sign a contract that states that you have to be locked in for a year to get the price of $69 ...I have been using Massage Envy for a year now. They debit the money thru your credit card every month. For the year I have used it, I recommended them to my friends. My husband joined the spa after convincing him it was a good idea because they were new to our area.

During the course of the year, my husband had such bad experiences with Massage Envy, They never really gave the hour you pay for. The scheduling was horrible, and at one incident they cancelled my husbands appointment plus they charged him a cancellation fee which is half the price of the massage even if it was their fault. My husband was so angry. He decided that once his year was over he would cancel his membership. Such a shame for a company that is in the service industry...No considerations for a mistake they had made themselves. The owners are very shrewd...
I decided to cancel my membership after my husband since their were a lot of spas up in the area that you did not have to commit too and since groupon gave a lot of massage coupons for half the price around Westchester i decided to cancel. I had 2 pre paid massages left in Massage Envy so I tried to use them and to my surprise, they did not honor the service. That is $138 they took away from me...I spoke to the owner and he was soooo RUDE! We work so hard to have certain pleasures...and they take the money away from you just like that... WHAT HORRIBLE SERVICE? This is an example of " BUYER BEWARE!". The sad part is, the massages were already paid for...and they just take the money and say "SORRY YOU TERMINATED THE CONTRACT " you have to have used the prepaid massages in 30 days with no if and or buts...

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Totally agree
Altamonte springs, US
Dec 07, 2010 3:42 am EST

my ex girlfriend works at the altamonte springs location and said the same issues go on regularly with every client. Its a scam to get you frustrated in trying to cancel or get refund. No one will call you back ever. They say they cannot cancel when they can. They tell you they cancel then dont. Its the wait you out game so you will give up. They are franchised but sounds like a corporate game to me. She gave me so many stories especially one where the womans son died and they still did not refund the money. Its hard sell on contracts and they will tell you its easy to cancel but if you dont after 3 days you never will have any luck. they work on commision and they will be fired if they do no thit 15% attach rate. they get 850 and hour plus a tier bonus for 15% and so on according to their memberships. thats why its hard to get out once you sign it. thats why you dont get all the info up front. thats why you shouldnt give your credit card number as you will never be able to get out of the contract. if you move somewhere where there isnt a massage envy within a 25 mile radius you can opt out. and rates arent honored in other areas of the country of what you signed up in. plus if you miss your appointment and dont cancel youre charged. again your credit card will be charged.

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optimist101
Bellevue, US
Nov 03, 2010 5:19 am EDT

I might agree that they don't get paid what they are worth but really... when the average member dues are 59.00 a month with additional massages only 39.00 a month then you aren't even paying what it is worth. Most massage envy therapists depend on generosity in gratuity from us. Still they agree to do a job for a certain wage and are not under any misunderstanding for what they agree to work for.

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11:56 am EDT
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I signed up for an agreement with Massage Envy. The contract was for 12 months. Each month that I was a memeber, I accrued a 1hr massage. Some months I didn't go while other months I would use up a 2 hour massage because I had a few months saved up. Well, I had purchased additional massages so that I could do 2 hour massages every time I went in. The last...

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8:24 pm EDT
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Massage Envy use of credit card and denial of services

You cannot get an appointment unles you give your credit card information. Then if you cannot make the time, you are charged. If you buy a "membership" you may be told it expired "2 days ago" and you have no more access UNLESS you buy another "membership." What a rip off!

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Totally agree
Altamonte springs, US
Dec 07, 2010 3:42 am EST

my ex girlfriend works at the altamonte springs location and said the same issues go on regularly with every client. Its a scam to get you frustrated in trying to cancel or get refund. No one will call you back ever. They say they cannot cancel when they can. They tell you they cancel then dont. Its the wait you out game so you will give up. They are franchised but sounds like a corporate game to me. She gave me so many stories especially one where the womans son died and they still did not refund the money. Its hard sell on contracts and they will tell you its easy to cancel but if you dont after 3 days you never will have any luck. they work on commision and they will be fired if they do no thit 15% attach rate. they get 850 and hour plus a tier bonus for 15% and so on according to their memberships. thats why its hard to get out once you sign it. thats why you dont get all the info up front. thats why you shouldnt give your credit card number as you will never be able to get out of the contract. if you move somewhere where there isnt a massage envy within a 25 mile radius you can opt out. and rates arent honored in other areas of the country of what you signed up in. plus if you miss your appointment and dont cancel youre charged. again your credit card will be charged.

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pobarjenkins
Minneapolis, US
Oct 06, 2010 10:46 pm EDT
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Of course you get charged if you miss the appointment and don't let them know far in advance. Someone still has to set aside time to be there in case their appointment shows up.

I have heard negative things about their memberships though.

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10:05 am EDT
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Massage Envy bad therapists

I have been a member at Massage Envy for two years and always thought it was "ok", but just that! But the last time I went in they booked me with a he/she names Jennifer, she looked scary but I got past that. What really got me was she LEFT THE ROOM twice for about 10 minutes and told me my body was downloading the moves! When I complained to the front desk they said she did "Bowen" therapy WTF! It's getting way to bad there, they hire anyone, I don’t know if their even certified. I am canceling and will put the money out for a REAL CMT!

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2:48 pm EDT

Massage Envy lack of proper information provided

I was told my the person at the desk that I could not be serviced because my card was not up to date.I then said thast I didn't want to do business with them any more even though I had 11 massages back logged . I said that I wanted to get the one that was scheduled, (they called the day before to confirm) and they said no. I told them that I wanted to stop doing business with them and they said OK.That was on the 25th of July and today the 15 of September I see that they are taking money out of the samt account that they said I coulld not get credit from. Also they want to take all back payments from me all at once.They never told me I had to d=sign a cancell statement when I said that I didn, t want their servicies any mory. I contacted them today and signed the cancellation and was informed that they would still take 1 more month .

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thatsenough
Morristown, US
Sep 30, 2010 12:00 pm EDT

Just a follow up..you can cancel within the term of your aggreement for medical conditions with a note from the doctor or hospital and you can cancel with a 30 day written notice after the intial term of your contract is up..it's all in the agreement you signed..I hope your mother is doing well.

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thatsenough
Morristown, US
Sep 30, 2010 11:58 am EDT

Ok..enough with the Massage Envy Bashing...it is a member based program, Although they are all individually owned and some clinics may not do everything properly that does not mean all Massage Envy's are bad..you need to take up your issue with the clinic you are having the problem with and stop trashing the entire Massage Envy Brand.
Word of advice. READ YOUR AGREEMENT AND UNDERSTAND IT BEFORE YOU SIGN regardless of what the sales person says..READ!

As for the women who was not allowed to use her member massage because her credit card info was not up to date..That is because if you fail to give them corrected or updated info and the clinic can't process your monthly dues, your account goes into default/suspension, that means all your member privileges are "suspended" hence the word suspension. Once you bring your account up to date your good to go.

Massage Envy, as a whole, is a very good and well run Franchise organization and prides itself in offering a quality service at a price "everyone" can afford as a result of their member based business model. Remember, before Massage Envy you would have been paying or still pay $90-$100 for a session anywhere else and would still run into the same occasional customer service issues.

You need to address each issue with the "individual" business that has caused you problems and not generalize about an entire Franchise.

Wishing You All The Best
Pete Befano
Clinic Administrator
Massage Envy
Rockaway/Morris Plains, NJ

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H.G.V.L
Bangor, GB
Sep 28, 2010 3:08 pm EDT

Gosh, that is awful. My mum suffered something simular with Sky, she asked her husband to cancel and instead they got her another offer so now she had sky for another twelve months before she can cancel it. I mean, why can't a cancel mean an instant cancel? What is wrong with the world. Obviously cancel dosn't have the same meaning as it does in the dictionary.

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8:47 am EDT

Massage Envy you get what you pay for

One should always pause to reflect on the value of signing up for a year long program because once you sign on the dotted line your locked in. I just had my third session at Massage Envy and I have yet again left disappointed. This time my 50 minute session was cut to 35 and the attendant Blake had BO. Granted they gave me a 30 minute freebie but I have found the overall quality of the therapist to be a bit disappointing. They definitely stick to the time alloted or like today shorten it, but what ends up happening is they skip parts of the body or quickly brush over it to make you think it's been worked on. You might save money signing up for the year long program but it comes at the cost of quality. Instead skip every other month and put the extra money toward a credible experience. Think of this place as the Fast Food of massage therapy. You get what you pay for.

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Totally agree
Altamonte springs, US
Dec 07, 2010 3:40 am EST

my ex girlfriend works at the altamonte springs location and said the same issues go on regularly with every client. Its a scam to get you frustrated in trying to cancel or get refund. No one will call you back ever. They say they cannot cancel when they can. They tell you they cancel then dont. Its the wait you out game so you will give up. They are franchised but sounds like a corporate game to me. She gave me so many stories especially one where the womans son died and they still did not refund the money. Its hard sell on contracts and they will tell you its easy to cancel but if you dont after 3 days you never will have any luck. they work on commision and they will be fired if they do no thit 15% attach rate. they get 850 and hour plus a tier bonus for 15% and so on according to their memberships. thats why its hard to get out once you sign it. thats why you dont get all the info up front. thats why you shouldnt give your credit card number as you will never be able to get out of the contract. if you move somewhere where there isnt a massage envy within a 25 mile radius you can opt out. and rates arent honored in other areas of the country of what you signed up in. plus if you miss your appointment and dont cancel youre charged. again your credit card will be charged.

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optimist101
Bellevue, US
Nov 03, 2010 5:32 am EDT

Funny thing when you show up late for your doctors appointment more than 15 minutes late you have to reschedule. If you were late for your appointment you will only get the remaining time. When booking your appointment ask for their lead or co lead therapist chances are you will have a much better experience.

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4:08 pm EDT
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Massage Envy billing

I have been a member for about 2 years and I was going to my scheduled appointment on July25, 2010 and when I got there I was told that I could not be serviced because there was a problem with me card and I needed to give them another card to receive my massage. There was no problem with my card as it is the same card that I am still using. I said to the counter person That I was not going to use another card and That I wanted to terminate out agreement. At that Time I had about 11 masages coming to me for past payments, (My Wife had about 13 due at that time)all had been paid for.I was not offered any form to sign to cancell my contract and I thought that it was over. On September 15, 2010 I saw that there had been $275.00 taken from my account, (the same one that was invalid which caused me to be denied service. I want that money back and I also want to know why did they try so late after the fact to try to make me pay?

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cpallatroni
Oakland, US
Jul 17, 2012 8:56 am EDT

I feel your pain...they got me for 12 pre-pays, $588 down the drain. These guys are so greedy for money that regardless of all the bad press on their service and contracts, they refuse to lift a finger once they have your money. I tried everything, with the exception of small claims court. Has anyone had success on redeeming the pre-pays they have on file without handing over more money? I'm sure like most of you it’s the principle that we as 'consumers' have paid for something that has a tremendous amount of stipulations to redeem. I hate these guys and will for as long as I live tell everybody I know to never use them.

Any advice from other people that have been screwed by them is always appreciated.

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jacara2010
Arleta, US
Jan 23, 2011 12:06 am EST

I agree with you. PLEASE READ my posting on Jan. 22, 2011 entitled MASSAGE ENVY PROTEST MARCH!
We are gathering others who were scammed. I lost over $1, 000.00 to them and their going to have to work hard for that money. Good Luck to you & Keep fighting!

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Totally agree
Altamonte springs, US
Dec 07, 2010 3:41 am EST

my ex girlfriend works at the altamonte springs location and said the same issues go on regularly with every client. Its a scam to get you frustrated in trying to cancel or get refund. No one will call you back ever. They say they cannot cancel when they can. They tell you they cancel then dont. Its the wait you out game so you will give up. They are franchised but sounds like a corporate game to me. She gave me so many stories especially one where the womans son died and they still did not refund the money. Its hard sell on contracts and they will tell you its easy to cancel but if you dont after 3 days you never will have any luck. they work on commision and they will be fired if they do no thit 15% attach rate. they get 850 and hour plus a tier bonus for 15% and so on according to their memberships. thats why its hard to get out once you sign it. thats why you dont get all the info up front. thats why you shouldnt give your credit card number as you will never be able to get out of the contract. if you move somewhere where there isnt a massage envy within a 25 mile radius you can opt out. and rates arent honored in other areas of the country of what you signed up in. plus if you miss your appointment and dont cancel youre charged. again your credit card will be charged.

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quityercomplainin
London, GB
Nov 16, 2010 12:52 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

the $275 was taken out because they were unable to charge your account for sometime. there is an automatic "sweep, " so it's not like someone purposefully went in to sabotage your account--unless that's what you want to believe. when you went for your appointment in july your account was in "suspension"and you were not a member in good standing. they couldn't access your member massage to pay for your session because your account was not current. how is that their fault? that's the problem with electronic drafts. you don't personally pay them, so you forget about them. and just because you don't receive a bill for a service you've signed up for doesn't mean you don't owe the money. but that's probably not what you wanted to hear. you probably wanted to hear someone agree with you that you don't have to assume responsbility for your actions, that it's everyone else's fault for everything wrong that happens to you...

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7:33 am EDT
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Massage Envy poor service/poor customer service

Went to Massage Envy on recommendation of co-worker for the Breast Cancer special $49 massage. Told them I only wanted LIGHT SWEDISH MASSAGE and that I specifically did not want to be in pain the next day. Massuese assured me that would be the case. The moment I got up off the table, I was in pain. I called the manager, Dawn, the next day and made my complaint. Not their problem -- I must be "sensitive" to pain, or I was no hydrated enought, or I had too many toxins in my body, etc. etc. etc. They offered to have me come back and have another massuese work on me -- I told them I wouldn't come back -- were they crazy? Dawn just kept repeating it was my fault. Don't bother with these people -- they are insensitive and don't care about their customers. Also, their prices are outrageous! They tried their high pressure sales pitch on me, but I just refused to answer their questions and they finally left me alone for about 15 minutes before my massage -- I left them very frustrated. 5 different individuals came to try to sell me a membership, I just ignored them all. Best thing to do in a high sales pitch situation -- just ignore them, don't make eye contact, don't respond. They finally give up.

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Sally Jesse
Orlando, US
Aug 15, 2011 2:15 pm EDT

I have been a member of this clinic for 2 years and I get the $150 experience for $49 and any additional visits for $39 the therapists are highly trained and I am always warmly greeted. A membership agreement must be honored I had to honor one at Gold's Gym for my ex hisband and kept getting my AMEX charged and didn't fuss because an agreement is an agreement. Our time is just is valuable as there's so if I do not show up for an appt or forget to call it's not right. So what makes it right for these forgetful irresponsible people. Get real life does not evolve around you.

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Totally agree
Altamonte springs, US
Dec 07, 2010 3:40 am EST

my ex girlfriend works at the altamonte springs location and said the same issues go on regularly with every client. Its a scam to get you frustrated in trying to cancel or get refund. No one will call you back ever. They say they cannot cancel when they can. They tell you they cancel then dont. Its the wait you out game so you will give up. They are franchised but sounds like a corporate game to me. She gave me so many stories especially one where the womans son died and they still did not refund the money. Its hard sell on contracts and they will tell you its easy to cancel but if you dont after 3 days you never will have any luck. they work on commision and they will be fired if they do no thit 15% attach rate. they get 850 and hour plus a tier bonus for 15% and so on according to their memberships. thats why its hard to get out once you sign it. thats why you dont get all the info up front. thats why you shouldnt give your credit card number as you will never be able to get out of the contract. if you move somewhere where there isnt a massage envy within a 25 mile radius you can opt out. and rates arent honored in other areas of the country of what you signed up in. plus if you miss your appointment and dont cancel youre charged. again your credit card will be charged.

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10:23 am EDT
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Massage Envy deceptive membership practice

When I joined Massage Envy's service, I was verbally told that the membership lasted one year. During that first year of service, I had a difficult time using all of my appointments. When I went in for an appointment in April 2010, about a month before the service was up, they told me that I had several appointments backed up and that they were about to expire with my contract. I told them that I was going to have to let them expire because I just couldn't justify time in my schedule to place those appointments.

I was just looking at my Discover account through Sept 2010 and found out that they auto-renewed me and have been billing me $49 every month since April. I called them and told them that I had cancelled in April. The customer service representative said they didn't have a cancellation on file. I asked her what she was talking about and let her know that I had a long conversation with one of them in April about not being able to use my appointments and that I was no longer going to be using their service and in that conversation, not once was it mentioned to me that I would need to submit a 30-day written cancellation. If I had known, I would have written and signed one right then and there. The result is that I have been billed $245 since that date and they have no intention of reimbursing me and the 30-day cancellation also obligates me to yet another month of service before it takes effect.

I have not been able to read the contract yet, and I assume that I will find that they do auto-renew you without a written note of cancellation, however, I find it to be very deceptive that their staff avoided any discussion of this policy during a long conversation on the subject. I know that I probably have no legal leg to stand on but I would warn an potential customer that you need to be very aware of what you are signing up for because they seem to act in their own best interest, not their customers.

I know you might argue that I should be checking my credit cards more often and I agree that is valid. I just had it set for electronic statements and auto-payment and just haven't had the opportunity to look at specific transactions lately.

Again, my message is to be aware. From my experience, Massage Envy has a model that is not in the best interest of their customers and where they see a window to lead you into a compromising position, they will.

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2010ry
US
Sep 23, 2010 10:01 am EDT

Maybe you should read the contract before you sign it. And your saying that you couldn't find 1 hour out of a month to go get a massage. Its just like a gym membership they are not going to reimburse you for the months that you didn't go to the gym.

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10:21 pm EDT
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Massage Envy offerings

Are you kidding me... I was told that I was locked in for a year, thats not my complaint. My complaint is they advertise that they have facials, or stone massages or trigger point massage... but every time I try to make an appointment for any of these services all I hear is, we don't do that at this location (mind you I called 5 locations in my area) Or we don;t have a therapist available at this time to do this service. If you are only going to offer regular massage don't temp me with all these other services than do a bait and switch.

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Mad julie
US
Jun 19, 2011 2:18 pm EDT

We purchased a membership because it came with three free messages. We didn't use the gift cards within our membership time and were told that now the rates are different and that three gift cards is now only good for one! Total rip off and completely illegal. This place is horrible. Don't go there! We also asked to speak to a manager and where told that they would tell us the same thing. They have no customer service and are completely rude. This is the worst experience we've ever had with a "message" chain and it Is sad that we didnt review the 75 negative reviews of this place prior to signing up for this package that is cometely crap!

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JaneDoe257
US
Nov 30, 2010 7:51 pm EST

I am so upset that I found this web site after I signed up for my member ship 8 days ago. I found another massage place called Lavida Massage that offered the same services at better rates. Before signing up with Massage Envy I asked (at least 3 people) about their cancellation policy. I was advised each time that I could cancel without any penalty within the first 30 days. Guess again. I called to cancel my membership and was told to read the BACK of my contract that I signed to find that I only have 3 days to cancel. What?!? When I signed the agreement, the representative never even showed me the back of the page and I didn't even have to sign or intial the back of the page. What a joke! I plan on fighting this until the bitter end!

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gsremn
Maple Grove, US
Apr 26, 2010 11:33 pm EDT
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If its not too late, stay away. Whatever you touch is bad. They are lying, overcharging, misinforming and ...
My advise - stay awayyyyyyyyyyyy.

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SUAlum
Ren, US
May 13, 2010 8:06 pm EDT
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I had a massage last month and enjoyed it, although the lady at the front desk afterward was extremely pushy about buying a membership; I felt like I was being pursued by a used car salesman, I scheduled another massage and was not informed that my card information would be kept on file nor was I informed of their cancellation policy which is if you do not cancel within 24 hrs, you will be charged.

I did not get a reminder call as I was told I would receive and had to leave town to go across the state due to an extreme family emergency. When returning home and checking my bank statement online I noticed I had a fairly large charge from them. I called and was told I was charged for my appointment and also for my sisters appointment because they made a mistake and had my card information down for both. Even though they admit they charged my incorrectly, they will not credit my account nor is there ever a manager available to speak with. They have now been forwarding my calls to the answering machine when my number shows up on the caller id. Real professional. Unfortunately it has come down to going to corporate and inquiring with an attorney about this whole matter which could be resolved with them simply returning a phone call.

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Mbcuddles33
Watertown, US
Sep 08, 2010 2:28 pm EDT

Please do not ever go to Massage Envy again. They have the worst customer service skills and their contract is a rip off.
I was on vacation in California and I signed up for a month to month contract for massages. When i got home, I realized I couldnt afford it and called to cancel. The receptionist was rude and told me, "sorry you cant do that". I said then, can i speak to a manager? She said, well I can tell her to call you back. I said, I would like to speak to one now or can you give me corporate's email on phone call and she said, again no I cant. Finally I got a voice message and it said your account is all set and cancelled.
Then I noticed my August Credit card statement and it showed a charge for massage envy. I took a look back in July and I saw it their too. I called back for over a week and no one ever got back to me, and each time the receptionist was extreemly rude, etc etc.

Finally I called and a manager was there to talk. She told me she was canceling me now because I was rude and harrased her receptionist. I was so livid and explained what went on and went on to say we do not cancel contracts and no one called me and said it was all set...

After twenty minutes of he said she said, i hung up...

I now disputed the charges with the credit card company and will never use massage envy again

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Bee80
Minneapolis, US
Feb 24, 2011 4:32 am EST
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I was hooked into this place because of the "if you've never been to massage envy, get your 1st massage for $39". Here's my list of complaints, I might miss one or two because there are SO MANY
1. I was 25 minutes early for my massage, but was brought into the massage room 10 minutes late!
2. they don't use real massage oil, just (cold) cheap lotion
3. the "soothing" water sounds were way too loud, and my masseuse talked to much.
4. I checked the box on the paperwork for "deep tissue" massage - and the massage definitely wasn't that. More like a backrub from an inexperienced boyfriend.
5. I was pressured before/during/and after my massage to join their scam membership (see other people's comments about that) Stressful!
6. Starting an hour or two after my massage - intense PAIN in my neck, and I couldn't turn my head to the left FOR OVER THREE WEEKS. That's THREE WEEKS of ice packs on my neck at work, and three weeks of popping ibuprofen all day just to make the pain bearable.
7. Massage envy was terrible at returning my calls, refused to give me my money back. The one time I talked to a manager she said "the owner will call you about this" -- and they never did! Was also told "we have a company policy to never give refunds".
8. I have read since, elsewhere on the web that massage envy has undertrained/inexperienced therapists, and they underpay them, that's how they can offer the massages so cheap. DO NOT go here in a MILLION YEARS!

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nc123
Pineville, US
Jun 27, 2010 11:49 am EDT
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I received a gift card for a massage for mothers day.I went to use it and the experience was great until I was checking out... The sales pitch started! I was offered a promotion that was going on that weekend for 3 free months, or so they say. They falsely promoted! They already got payment from my gift card, charged me the following month( thank god I look at my creditcard statement) and when confronted about this they said it was just a simple mistake and they will fix it. So I went for a 2nd massage in which they said that I must pay for! My massage was ruined as my stress was returned b/c once again I was asked for payment! The staff lied just to get credit for a sale! This is unacceptable that a business can falsely promote... Now Im stuck in a contracted until November with a company that is not trust worthy as the only way to cancel is with a doctor note or reloacation

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Rcuk71
US
Jun 12, 2011 5:25 pm EDT

First of all the hour introductory massage is not actually a full hour. They deduct 5 minutes to make you fill out paperwork and another 5 minutes to allow you to get dressed. I have had many massages and I have never had a place deduct time from your actual massage for these things. I wanted to book a facial as well but was told that they are not done at ME despite what the website says..

My initial consultation was done in front of four other customers, . I didn't appreciate being asked about personal health issues in front of other people;. I feel as though this is something that should be handled with much more privacy and discretion".

Also, the massage room was way too cold!. I told the therapist several times that I was freezing and she turned the heat up on the bed (which produced a high pitched buzzing noise throughout the entire massage) but told me she couldn't do anything about the temperature of the room/. It was nice that the bed was somewhat warm but it really didn't do much for my exposed areas that weren't covered by a blanket, . I found it very difficult to relax while I was shivering.

The lotion that she used felt very greasy and cheap and she couldn't seem to get the right pressure. I specifically stated that I wanted her to work mostly on my back and she spent a total of 11 minutes on that area. The deep heat therapy was nothing more than a hot towel on my back and I left smelling like Bengay.

I was extremely dissatisfied with the massage therapist, the products used and the overall environment. I wanted to treat myself to a nice day of pampering but was unable to get a facial and left feeling aggravated rather than relaxed. I understand that the place is rather inexpensive but you get less than what you pay for. It was a waste of time and money.

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not paying
Southlake, US
Oct 14, 2010 4:50 pm EDT

This franchise is a disgrace to a small business. VERY SAD! It takes advantage of people by not disclosing exactly what the contract terms and rush you into signing stating you can cancel at anytime. Except there are different rules in Texas, apparently. It is a legal binding contract, so for at least one year, you cannot cancel. Even if you DIE! What a load of crap this business is. I even followed the direction of a manager of the store in cancelling my membership. One year later, after canceling, I get a call from a lawyer representing Massage Envy stating I owe over $700. Seriously? That's funny, I have not received one call, not one email, not one letter stating anything about this membership still being open. So when I talk with the lovely, rude General Manager, she states that the manager at the time was fired so since he didnt handle my cancellation properly or may have given me wrong information, and now all of a suddden my cancellation paperwork is not in my file, then it is now my problem. Oh, but she did say she has the best customer service rating! Uh, no you don't! Im not paying this company a damn thing and I will let it drop my impeccable credit score for seven years to make a point. They are crooked and they know it. DO NOT GET A MEMEBERSHIP WITH THIS COMPANY! I WILL MAKE CERTAIN I TELL EVERY SINGLE PERSON I KNOW< AND I WORK IN THE SAME TOWN IN A PLACE THAT PUTS ME IN FRONT OF A LOT OF PEOPLE! I will make it part of my daily routine to see that they know about these crooks!

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Marianna
US
Nov 15, 2010 11:40 am EST

I have been a member for about 7 years. They charge my credit card every month and for that I get 1 massage a month at a reduced rate.

I have about 8 prepaids and can't afford to use them because I can't afford the tipping right now.

If I cancel or put a "hold" on my account, I can't use the services I've already paid for.

I sent an email to the corporate office and did not even get a reply.

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11:17 pm EDT
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Massage Envy fraudent sales pitch

I was told by the staff signing me up that I could cancel membership at any time if I gave them a 30 day written notice. When I got home, I read the tiny fine print which said I could only cancel if I got a written notice from my doctor, and then only after a year!

I sent them written notice, but they are refusing to cancel the membership and threatening me with legal action. They evidently can't keep their business open legitimately and so are trying to make a living via fraud and intimidation.

DO NOT DO BUSINESS WITH MASSAGE ENVY! It's a huge SCAM!

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Totally agree
Altamonte springs, US
Dec 06, 2010 1:19 am EST

my ex girlfriend works at the altamonte springs location and said the same issues go on regularly with every client. Its a scam to get you frustrated in trying to cancel or get refund. No one will call you back ever. They say they cannot cancel when they can. They tell you they cancel then dont. Its the wait you out game so you will give up. They are franchised but sounds like a corporate game to me. She gave me so many stories especially one where the womans son died and they still did not refund the money. Its hard sell on contracts and they will tell you its easy to cancel but if you dont after 3 days you never will have any luck.

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optimist101
Bellevue, US
Nov 03, 2010 5:28 am EDT

There is a good lesson to learn here... as I teach my teenager... read before you sign your name. Have you ever tried to cancel any contract early and not been penalized when you agreed by signing to an early termination penalty?

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3:01 pm EDT

Massage Envy no ethics

I called around noon to make my first appointment. Girl who took the call knew it was my first appointment, because I checked on the introductory rate of $39.95. She gave me a time of 7:30 p.m. but asked me to get there by 7:15 to fill out paperwork.

When I got there at 7:15, I was told they couldn't hold the appointment without a credit card. I told her no one asked for a credit card. She said she called me. When I asked what they were going to do about it, thinking I might have to wait an hour, I was told tomorrow. After driving 15 miles to get there, I was NOT a happy camper and lost it! "Screw you."

When I got home, I found the call. . . at 7:10, ten minutes after I'd left and five minutes before I was to have been there . . . telling me they hadn't kept the appointment open for me without the credit card. They obviously had double booked their time and were more concerned about a credit card than customer service and who might have called first.

As someone who gets a weekly massage--which has helped me deal with quitting smoking and being pre-arthritic--they really offended a likely long-term customer. Stupid, stupid, stupid.

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Totally agree
Altamonte springs, US
Dec 07, 2010 3:38 am EST

my ex girlfriend works at the altamonte springs location and said the same issues go on regularly with every client. Its a scam to get you frustrated in trying to cancel or get refund. No one will call you back ever. They say they cannot cancel when they can. They tell you they cancel then dont. Its the wait you out game so you will give up. They are franchised but sounds like a corporate game to me. She gave me so many stories especially one where the womans son died and they still did not refund the money. Its hard sell on contracts and they will tell you its easy to cancel but if you dont after 3 days you never will have any luck. they work on commision and they will be fired if they do no thit 15% attach rate. they get 850 and hour plus a tier bonus for 15% and so on according to their memberships. thats why its hard to get out once you sign it. thats why you dont get all the info up front. thats why you shouldnt give your credit card number as you will never be able to get out of the contract. if you move somewhere where there isnt a massage envy within a 25 mile radius you can opt out. and rates arent honored in other areas of the country of what you signed up in. plus if you miss your appointment and dont cancel youre charged. again your credit card will be charged.

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quityercomplainin
London, GB
Nov 16, 2010 12:22 pm EST
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maybe a long term customer, but a ###, complaining one they'd be better without.

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1:53 pm EDT
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Massage Envy bad business practice

I received a gift card to Massage Envy for $100, I told over the phone the massage would cost $39 for one hour and $57 for an one & half hour massage. Nothing was mentioned about the balance of my card until I paid. Then I was told I could get the next $39 massage if I joined there service.

This I find to be total bs as a business.

I never went back and forwarded the difference on my gift card to the massage therapist, who are not even paid well by Massage Envy.

Would never do business with again.

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Totally agree
Altamonte springs, US
Dec 06, 2010 1:17 am EST

my ex girlfriend works at the altamonte springs location and said the same issues go on regularly with every client. Its a scam to get you frustrated in trying to cancel or get refund. No one will call you back ever. They say they cannot cancel when they can. They tell you they cancel then dont. Its the wait you out game so you will give up. They are franchised but sounds like a corporate game to me. She gave me so many stories especially one where the womans son died and they still did not refund the money. Its hard sell on contracts and they will tell you its easy to cancel but if you dont after 3 days you never will have any luck.

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thatsenough
Morristown, US
Sep 30, 2010 12:21 pm EDT

Not sure what to make of this complaint...a balance on your GC after the sessions is a good thing..as for how well Therapists are paid..depending on location they get paid up to $19 per 1hr session plus tip. That's about 35-40% of the $49 fee and they don't have to supply anything or contribute to marketting or anyother operational expenses..so I don't know where you get your info from.

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6:07 pm EDT
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Massage Envy cancellation policy

I joined the Massage Envy membership plan in 2008. I accumulated several hours of massages over the past two years. I used most of them; however, several of the hours I did not use. I decided to cancel my membership because my husband was being sent overseas and I was joining him for the first six to seven months. I explained this to the receptionist and she stated that because of deployment I could use my pre-paid massages for massages when I returned. I went in to get a massage as soon as I returned and they told me that because I canceled my membership I could not use the massages I PAID for because they canceled them. I am not asking them for a refund but I am only asking for them to allow me to use services I paid for over a two year period. There is no corporate office so there is no one other than the manager that I can speak with concerning this issue. I have left two messages for the owner but he is yet to return my call.

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Totally agree
Altamonte springs, US
Dec 07, 2010 3:34 am EST

my ex girlfriend works at the altamonte springs location and said the same issues go on regularly with every client. Its a scam to get you frustrated in trying to cancel or get refund. No one will call you back ever. They say they cannot cancel when they can. They tell you they cancel then dont. Its the wait you out game so you will give up. They are franchised but sounds like a corporate game to me. She gave me so many stories especially one where the womans son died and they still did not refund the money. Its hard sell on contracts and they will tell you its easy to cancel but if you dont after 3 days you never will have any luck. they work on commision and they will be fired if they do no thit 15% attach rate. they get 850 and hour plus a tier bonus for 15% and so on according to their memberships. thats why its hard to get out once you sign it. thats why you dont get all the info up front. thats why you shouldnt give your credit card number as you will never be able to get out of the contract. if you move somewhere where there isnt a massage envy within a 25 mile radius you can opt out. and rates arent honored in other areas of the country of what you signed up in. plus if you miss your appointment and dont cancel youre charged. again your credit card will be charged.

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quityercomplainin
London, GB
Nov 16, 2010 12:38 pm EST
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there is a corporate office. if you had spent your time looking on the internet for a solution rather than just complaining you would have found that massage envy's corporate office is in phoenix. did you cancel your membership? if so, you and they would have a signed instruction. look at the form. just as you need to sign an agreement to get these discounted services, you have to sign to terminate a contract. if you have a gym membership and don't go for a month or two, they don't give you your money back. your loss.

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6:16 pm EDT
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Massage Envy honor

My complaint with Massage Envy is not their contract but the honor of their service. When I signed up I was told that if I didn't get a massage every month then they would carry over so I was not able to go do to school and work and time so I racked up 13 massages well at the end of my year I decided to cancel the membership and was told by Massage Envy that they WOULD NOT HONOR MASSAGE SESSIONS I'VE PAID FOR AFTER THE DATE WHEN MY MEMBERSHIP END AND WHERE THEY WOULD BE COLLECTING MORE MONEY FROM ME. WHAT THE HELL IS THAT IF I PAID FOR THEM THEY ARE MINE! SO I ASKED CAN I GIVE THEM TO FRIENDS AS GIFTS I WAS TOLD NO. WHAT KIND OF BUSINESS IS THIS! YOU MEAN YOU WOULD RATHER CRUSH A CUSTOMER WHO COULD GIVE A MASSAGE TO A FRIEND WHO COULD IN TURN BECOME A MEMBER AND YOU SAY NO WOW!

YEAH I'M PISSED LIKE I HAVE MONEY TO GIVE AWAY

signed
ANOTHER UNSATISFIED CUSTOMER

ssssssssssssssssssssssuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuuucccccccccccccccccccccccccccccccccccccccccckkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkkssssssssssssssssssss!

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Nightlight
Bloomington, US
Nov 17, 2010 2:59 am EST

They carry over as long as you are a current member, much like you pay a gym a monthly fee. If you terminate your contract, you'd no longer be a current member, therefore you'd be unable to use a gym for their services or the services which expire at the end of the term. There's an entire year to use anything you have accrued while your year's contract is in effect. I believe it should be used as it's intended - a monthly plan. Often I can't get in every month, but there's so many options and hours, I consider it my fault if I don't use it.

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Karol1218
Holmdel, US
Oct 15, 2010 4:45 pm EDT
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They just did the same thing too me! What a rip off!

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8:39 pm EDT
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Massage Envy poor working conditions

I have been working for ME for over two years now and I'm burnt out! I make $18.75 an hour which is a $1.75 over what most therapist start out at.Doesn't matter the experience, you all start out the same. The way your recieve a raise is rediculous! This might explain to all the customers who are really angry about a crappy massage. As of current the only way you can get a raise is if you fall under four catagories which you recieve a quarter for each. 1) 3 in a row and 6 in a day 2) deep tissue/hot stone 3) Pre-natal 4) 2 hour massage. There are no incentives for a therapist to even give a descent massage! All they want is for you to do as many massages as you can in one day! Furthermore they won't even notify us if our customer has complained unless it is a repeated complaint. So, how are we suppose to grow into a good therapist if we don't recieve the complaints? My manager never has given me a complaint until I complain about working there, I guess she figures that it is good ammo to stop us from complaining; not to mention this is also when she threatens us or gives us a write up. If our hands are hurting and we come in and tell our manager that we cannot do deep tissue that day, we are met with "Well, that is a modality you said you could do, sorry you will just have to limp your way through it." So, then when we try to push through the hurt it ends up giving the client a crappy massage.
We currently have four on our injured list, they want us to attend these so-called sales meetings which when I was hired on they told me that I didn't have to do any of the selling!
We had one therapist who ended up with scabies because after she told the manager that the lady had scabs on her back and ended the massage early, she was told to go back in there and finish the massage. Which costed this therapist two weeks off of work, a new bed, new linens, and numerous trips to the doctor. All of which massage envy refused to pay workmans comp because they said that there was no way it could have been from a massage.
I myself have sprained my wrist numerous times and had to work through the pain because I see what happens when the workmans comp is involved. Currently my doctor is talking about carpal tunnel surgery and I have gone through physical therapy twice for now.
The economy is sooo bad right now that I can not find another place to work otherwise I would. We therapists have no other decent option right now.
Also, I know that most massage envy's will only tell clients that they have one year memberships when in fact they have six month and three month memberships. The one in Wheaton, IL tells people that they only have two year memberships available.
When the therapists band together to complain about something the owners always tell us that it is corperate policy to do something but from talking with other therapist from other locations I have found out that all the rules are governed by the franchise owners. So this is the "owners" way out to stop us from complaining.
So, to all the customers who have had bad massages, I hope this gives you some insight to why you get a bad massage when you go there. Just remember the therapists currently have no place else to go.

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elenaprody
Grand Rapids, US
Jan 28, 2011 7:47 pm EST

If massage envy wants to hire Massage Therapists as cheap employees, then they have to PAY THE PRICE, which is WORKMAN'S COMP etc. etc. Go to an attorney and sue them.They are responsible for any injuries or conditions you get ON THE JOB! Perhaps if they have enough LAW SUITS they will change the way they do business, such as makingthe massage therapists independent contractors and have some sort of equitable split with the therapists similar to Real Estate Brokers with their Sales People and High End Salons have with their Hair Stylists. This is ridiculous what they are trying to do. They don't even realize if they hire in experienced therapists and they hurt someone THEY ARE LIABLE. What are they thinking?

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Totally agree
Altamonte springs, US
Dec 07, 2010 3:37 am EST

my ex girlfriend works at the altamonte springs location and said the same issues go on regularly with every client. Its a scam to get you frustrated in trying to cancel or get refund. No one will call you back ever. They say they cannot cancel when they can. They tell you they cancel then dont. Its the wait you out game so you will give up. They are franchised but sounds like a corporate game to me. She gave me so many stories especially one where the womans son died and they still did not refund the money. Its hard sell on contracts and they will tell you its easy to cancel but if you dont after 3 days you never will have any luck. they work on commision and they will be fired if they do no thit 15% attach rate. they get 850 and hour plus a tier bonus for 15% and so on according to their memberships. thats why its hard to get out once you sign it. thats why you dont get all the info up front. thats why you shouldnt give your credit card number as you will never be able to get out of the contract. if you move somewhere where there isnt a massage envy within a 25 mile radius you can opt out. and rates arent honored in other areas of the country of what you signed up in. plus if you miss your appointment and dont cancel youre charged. again your credit card will be charged.

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quityercomplainin
London, GB
Nov 16, 2010 1:05 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

if you are making $18.75 an hour, plus you're getting $10-15 an hour in tips in this economy you should not be complaining. try walmart. that's where you belong. i know of many massage therapists who have worked there for several years and are good at what they do and actually spend their time helping and healing than complaining on the internet.

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4:46 pm EDT
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Massage Envy unhealthy work environment

I am a former therapist for massage envy and feel obligated to do something about the unhealthy environment for the clients and the therapists. I worked at the Massage Envy in Folsom on Blue Ravine for about a year and a half and have seen the following...

1)The lobby fountain overflows all the time and when it does it somehow seeps under the wall into the couples room. The owners NEVER dried the carpet, all the rooms stay dark and cold I'm positive there is now mold in the wall and carpet! Every time I had to do a couples massage in that room my chest would get one big rash and break out and I would get a stomach ache.

2)The fleece covers that go on the massage tables got washed ONCE in a year and a half... All you have to do is simply look under the sheet your about to lay on and you will see a brown and black disgusting fleece pad!

3)Face rests are never sanitized.
I feel so bad for the client who have no idea how dirty this place is!

I will do what ever I have to do to get this changed! It may cost me money in legal battles but I am happy to do it for the health of everyone who goes there!

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just a therapist
sacramento, US
Apr 01, 2011 9:11 pm EDT

I would like to say who ever wrote this complaint is prob. An employee who has been fired for poor work ethic. I am an employee at the same massage envy. And yes the fountain has over flowed but it IS dried immediately. The blankets and linen are up to the therapist to change and if you never changed yours then shame on you. And as far as the face cradled not being sanatized well shame on you again. I wipe mine down after EVERY massage with the lysol wipes that are put out for this very reason. There are over 25 therapists who work in the couples room along with hundreds of clients who go in there. And not one person has broke out in a "rash" . Well with that said .. you forgot to mention the excellent service that the loyal therapists provide for their clients. I have an amazing clientele there And I thank massage envy for that. Now just a piece of advice please don't be upset you got fired and take it as a learning experience

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Massage Envy false advertising

The Massage Envy Tinley Park location does not honor their own email specials. I spoke to the owner of that location and even forwarded her the email. She refused and said she would charge $10 more for the massage.

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Totally agree
Altamonte springs, US
Dec 07, 2010 3:45 am EST

my ex girlfriend works at the altamonte springs location and said the same issues go on regularly with every client. Its a scam to get you frustrated in trying to cancel or get refund. No one will call you back ever. They say they cannot cancel when they can. They tell you they cancel then dont. Its the wait you out game so you will give up. They are franchised but sounds like a corporate game to me. She gave me so many stories especially one where the womans son died and they still did not refund the money. Its hard sell on contracts and they will tell you its easy to cancel but if you dont after 3 days you never will have any luck. they work on commision and they will be fired if they do no thit 15% attach rate. they get 850 and hour plus a tier bonus for 15% and so on according to their memberships. thats why its hard to get out once you sign it. thats why you dont get all the info up front. thats why you shouldnt give your credit card number as you will never be able to get out of the contract. if you move somewhere where there isnt a massage envy within a 25 mile radius you can opt out. and rates arent honored in other areas of the country of what you signed up in. plus if you miss your appointment and dont cancel youre charged. again your credit card will be charged.

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5:10 am EDT
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It's the same story I have seen all over the Internet. I am not the only one by far who has had this happen. Massage Envy takes out $49.00 per month out of my checking account for each massage. If I happen to not get a massage treatment in a given month, it accumulates. Like roll-over minutes on a cell phone. I had a dozen or so after a couple years that...

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PLEASE FORWARD TO YOUR CORPORATE OFFICES AT MASSAGE ENVY. attn: David Humphrey! This is Richard Atkins. I had a 2 o'clock appointment today for a massage with Samantha, which, I might add went very well. However, when I was trying to enjoy the "Zen experience" of that after-the-massage feeling, I was hit with a marketing plan that caught me off guard...

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About Massage Envy

Screenshot Massage Envy
Massage Envy offers a range of wellness services, including personalized massages, skincare treatments, and stretching sessions. They provide a membership model for regular clients seeking ongoing therapy. Their services aim to address individual health and relaxation needs.
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Overview of Massage Envy complaint handling

Massage Envy reviews first appeared on Complaints Board on Nov 21, 2008. The latest review The service and membership was posted on Oct 7, 2024. The latest complaint Massage Envy Highland Indiana was resolved on Sep 22, 2022. Massage Envy has an average consumer rating of 2 stars from 559 reviews. Massage Envy has resolved 115 complaints.
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  1. Massage Envy Contacts

  2. Massage Envy phone numbers
    +1 (480) 366-4159
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    14350 North 87th Street, Suite 200, Scottsdale, New Hampshire, AZ85260, United States
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