Massage Envy
Reviews and Complaints

I went in for a massage, expecting a relaxing experience. It was painful. I was asked how much pain on a scale of 1 to 10. I said 8 or 9. You would think this would be a good indicator that you need to back of or move to another area. I came home in more pain that when I went. There are scratches, raised and through the skin in some areas, all up and down my back and my neck. I have alerted and sent pictures to the office demanding a refund, and at least an apology. Perhaps teach customer care, and my goodness! If you are going to be a masseuse, cut your nails. There is no way that this was not seen while it was happening. Again, It was so painful that no, I did not feel the nails cutting into my skin. I was just in pain.

Massage Envy reinstated my account after COVID charging over $2500 in fees over the course of 3 years without alerting us and they offer no way to exhaust the services charges due to lack of availability of service technicians. They continue to ingore my requests for reasonable resolution and offer no concessions.to use their services without additional charges.

I signed up for the monthly massage plan and it is a total scam. I have paid for 4 massages so far only used 1 and my account said I couldn't make an appointment until my next payment was cleared. The customer service person Celiece told me that I would have to pay out of pocket to schedule one of the 3 remaining massages on my account. Who does that? 10/10 do not recommend this plan. I would go to Hand and Stone or another massage franchise as this is the worst plan ever.

Jess T.

I stop this service back in June 2022. Then all the sudden while reviewing my credit card statement, I noticed I was being charged $65.00's every month after I told the associate at the front desk I would not be back. I am 88yo living on Social Security and cannot afford to give $10.00/mo much less $65.00/mo. I am asking you to look into this charge for services which were not rendered.

Allowing workers to scam memberships so they can make commission. I wasn’t told that I’d pay a membership, can’t cancel it nor pay monthly. I wasn’t shown a worded contract, but instead verbally sold the membership. When she had me sign contract, I was only read that the signatures were for safety and banking security. I haven’t even received many massages and still being charged monthly. To pay a monthly service and still pay for massages I’d ridiculous! Then when I called to cancel they said I couldn’t.

My name is Pamela Roney. I have been a member for quite awhile: first through the Flemington, NJ facility, and now through the Lutz, FL location. I moved down to Florida last June. In September 2022 I went into the Lutz FL location to establish my new home location. I spent 20 minutes or more completing all the necessary paperwork. At that time, I had over 21 massages available.For that reason, I requested, and signed a form, to hold my account until I had "caught up on the outstanding massages." The Lutz office agreed to do so, for a $10.00 monthly fee. Of course, I signed that document.

Today I went to the Lutz location for a massage. When I went to check out, the front desk person asked if I wanted to leave a gratuity for the therapist. I said "yes- $20.00." The front desk person said I did not have a credit card on file. So I handed her a credit card. She then said she couldn't keep it on file, because the Flemington NJ location was my home location. She also said they have continued to charge me $85.00/month since I signed those papers in September of 2022. The front desk person in Lutz said the papers were sent to the Flemington, NJ office in September but Flemington did not complete the transfer. They have charged me $85.00 X 5 months = $425.00 since I signed the papers. I contacted the Flemington office today. They were ready to charge me again tomorrow. If that charge goes through, I will report it to my bank as a charge I didn't authorize. I may do the same for the past 5 charges. I am ready to drop my membership.

I have been such a good customer for so long. I am astonished that this happened. I want my membership transferred to the Lutz location now, and I want the $425 to be refunded to me.

I have never experienced anything like this. I have read some very similar reviews of your company. I will add to that list of negative reviews if this is not corrected. I have already spoken to my attorney.

My phone number is [protected].

I would appreciate a call ASAP.

Thank you,

Pamela Roney

Purpose: Formal Request for Termination of Contract and refund of monies owed from remaining credits

The purpose of this correspondence is to formally request in writing the termination of my contract and reimbursement of outstanding unused credits from the Massage Envy franchise located at 358 Broadway St, Saugus, MA 01906.

This letter will serve as a final call to action for the business' ownership and management to rectify this situation before it is escalated beyond them to Massage Envy corporate, the Office of Consumer Affairs and Business Regulation for the state of Massachusetts, the local police jurisdiction for the location, and any other legal means necessary to resolve this matter.

For the sake of clarity and review, let me first provide a brief summary of my experience with your establishment and the conduct and practices of your staff that prompted this letter after multiple verbal and written attempts to resolve this matter amicably. I have had a membership with Massage Envy since early 2019 which originated with the location closest to my work and home location at the time, 343 patterson drive Morgantown, WV. During the course of this membership I took a career path that required that I move frequently. I continued with my initial membership without transferring it to another franchise or location, despite moving from West Virginia, to Maryland, to New Mexico, to California, and finally to Maine before using your franchise on October 28, 2022.

My experience up to that point with ME was generally positive and besides some expected variability in the quality of massage/masseuse I was pleased with the service and never made to feel uncomfortable. This changed when I visited your location at 358 Broadway Saugus, MA. My masseuse was named Johanas. He did the following things that made me uncomforable in the context of having a professional massage:

-placed his hand open palm on my buttocks and put his body weight onto me while using his other hand to ‘massage’ my shoulders

-tucked the sheet , while i was face down, underneath the elastic band of my underwear

-repeatedly put his hands on my hips / buttocks despite me reiterating i didn’t want my buttocks massaged

-ran his fingers through my hair

-asked me to flip over to lay on my back and lifted the sheet around six inches off my body exposing my breasts and chest and when i hesitated to move he laughed and said “don’t worry”

-after the massage, he stood in the room while i was naked under the blanket waiting to get changed, saw i was crying and said “what do you need, a kleenex?”

Due to the practices of Johannes combined with his unnerving and unprofessional demeanor I left the appointment without leaving my customary tip and visibly distraught and upset. Upon returning to the car I tried to hold back tears and was immediately asked by my fiancee Steve what was wrong and why I was upset. I relayed my experiences and explained why I was upset. Upon hearing about what transpired Steve agreed the behavior was inappropriate and immediately sought to inquire to speak with the masseuse Johannes and address the matter directly with him.

Steve first asked the front receptionist to speak with Johannes. This was immediately after my massage, exit from the building, and a brief conversation with Steve. She responded with a lie that Johannes was not available because he was in an appointment with a client. When pressed that he just had finished an appointment and could not possibly already have another client, her response changed that Johannes was cleaning his area from a previous appointment. The receptionist again stated that Johannes was not available and shortly thereafter the manager, Susan, arrived and reitereated that Johannes was not available and that she sought to address any issues as the manager of the location. After a brief exchange in which Steve relayed what happened and how I was made to feel during my massage he exited the location whilst the manager stormed to the back presumably to hear from and talk to Johannes.

Following these events an investigation was initiated from a third party investigation company the behalf of Massage Envy. After an initial questioning about my experience at the Saugus location and a follow up, I was eventually made aware that Johannes had been terminated and according to the investigator had his license to practice massage revoked. This confirmed to me that the parties responsible for investigating the matter and for firing personnel agreed that Johannes' behavior was innappropriate to the point of taking the aforementioned actions. Because of my experience at this location I no longer trusted that I would be made to feel safe and be treated professionally by Massage Envy and their masseuses. I tried multiple times to reach the manager Susan and after multiple attempts was able to reach her concerning terminating my Massage Envy membership as I no longer felt comfortable using their services. I was told initially that because I initially purchased my membership in Morgantown, WV I would need to transfer my credits/membership to the Saugus location and franchise in order for them to be able to execute any changes to my account including its termination and refund of outstanding credits accrued on my account. To reiterate, I had moved from West Virginia, Maryland, New Mexico, California, to Maine during my membership without ever making changes to my initial membership or transferring any credits. The SOLE PURPOSE of moving my membership and credits to the Saugus location was because I was doing so under the guise that this is the only way the Saugus location could honor my request of terminating my membeship and refunding my oustanding credits. The manager Susan stated verbally she would inquire of the owner, who was purported to live in Canada, once the membership was changed over to the Saugus location. Following this conversation I received an email on 1/4/23 from Susan stating that she asked the owner and could not honor the request of terminating the membership or refunding any credits. Please see below:

“Hello Dona'e,

I spoke with the owner and unfortunately there isn't anything more we can do for you. I apologize and wish there was more, but it is out of my hands.

Kind regards,

Susan Burns

Massage Envy, Multi-Clinic Manager
Medford & Saugus, MAsusan.[protected]@massageenvy.com

339.600.9000 Saugus, MA781.391.9111 Medford, MA”

So now I was in the position of continuing to pay for a membership I no longer wish or feel comfortable to use and continuing a membership with the franchise that caused me discomfort and desire to terminate the relationship in the first place. This is unnacceptable and leads me to implore the management and ownership of this location of Massage Envy to do the right thing: terminate my membership and issue a refund for the balance of credits I have paid for and left unused.

In conclusion I will note first that the firing of my masseuse Johannes equates to an admission of guilt on behalf of him and the location for employing someone who did not adhere to the norms of professional and appropriate conduct for their company or a typical massage experience. I am glad no other person or woman will have to experience the discomfort from that individual at your location again, however this does not restore my trust in the company or location to the point where I will feel comfortable using your services. If your establishment was willing to hire somoene who acted accordingly, I cannot trust that I would not encounter a similar experience again and I have no desire to take that chance. This matter will be escalated to the corporate and legal involvement if we cannot come to a satisfactory agreement. I await a response from the owner directly.

Respectfully,

Dona'e Albert BSN-RN, CCRN, PHRN, NR-EMT

I became a member before covid hit. I was unaware we had to call to have our membership on hold. They should have done it as a courtesy. I worked all through covid, as I am a cashier at a store. I really did not think to call.

My free massages kept accruing.

I was up around 17 massages.

In order to keep them I had to stay a member, and keep accruing.

I was told that I could give them away 1 per month. And not to the same

person.

Getting an appointment was beyond crazy.

I finally cut my losses and cancelled my membership.

Then I had 60 days to use all my free ones.

Which it was impossible to do.

They allow management to open packages addressed to me from our skin care reps with my hard earned gratis, she takes what she wants and leaves the rest for me. The package has always been labeled with my name. It’s a federal offense to open someone’s mail. The cleaning people only come once a week and owners mix water with hand soap in the restrooms their clients use. They will lie and cheat you out of Everything you have. I’ve been a loyal employee for 3 yrs that worked for them 6 days a week because they pay poorly, I regret ever making these owners money. They violate hippa by telling employees via email who’s tested negative for Covid, oh they’re so much, thankfully I have proof and statements from other employees, email ect .

Canceled service November 2022 spoke with representative she guaranteed me it was canceled. Get a bill for another $70 for the month of December so I called spoke with a gentleman guaranteed me that he was going to freeze my account and have a manager call me back so that I could explain why I canceled my service in the first place due to a health issue have a ongoing health issue and I’m not gonna be able to come in anymore. He guaranteed me that the account was frozen and that he was sending me an email confirmation to that fact I never said that I needed to fill out the email and send it back. January comes along guess what another $70 charge February comes along guess what another $70 charge called two times spoke with a woman she was very rude nasty told her I wanted to speak with the supervisor they never continue to call me back so I emailed finally get a response and says oh if I could be assistance with you um I’ll help you but I need a doctors notice you don’t need no doctors notice that’s up for one and for two I cancel the service and you should guarantee that cancellation by the first lady I spoke with. All I want is the six month membership canceled from Massage Envy I no longer want to be a member with them never would I ever they don’t even wanna work with somebody when it’s something to do with their health piss poor company. I will never recommend this company to anybody is the worst customer service that I have ever dealt with the last lady judged me on the phone she got to be fired I hope that conversation was recorded because once I get in file a better business complaint and if I have to take this legal I will.

I scheduled a massage for today, February 15th at 11:00am. When I woke this morning, I had a cough and stuffy head. We all know what that means. Even the store policy references these symptoms. When I did the right thing and called to cancel/reschedule I was CHARGED. Why would a company that has much more in the bank that I do, charge me for following their policies. Go elsewhere~

I have so many massage credits to use I've lost track - at least 80 hours paid for. It is extremely frustrating. It's impossible to get an appointment. By the time the appointments are up they are all filled. That is why I have so many credits. along with the fact that during COVID you could not go. There are not enough masseurs to do the work. If this is the case they should have a limit to the number of members that they have. Either that or let people keep their sessions without loosing them if you cancel your membership.

In the past three months my appointments have been cancelled two times. The last time was because the therapist left ME. I was told that they would try to find a spot to replace the cancelled appointment. I was never notified. It is becoming exceedingly frustrated. Messages are a wonderful thing and the therapist at ME are excellent but I would not recommend ME to anyone because you can not get what you are paying for.

There is not one specific location that has no openings but all in this area.

I have physically gone into the Manchester NH location to update my home location 3 separate times; June 2020, May 2021, and at some point in 2022, this office is an hour away from my home. I am now being told my account is on suspension and I need to go to my home office, which they have listed as South Windsor CT to update my account. I live 3 hours away from the South Windsor office, and I'm not quite sure why none of three attempts to transfer my account have worked. They do not have a secure telephone line, nor a secured platform for me to update my information. They would like for me to give my full debit card information with security code and expiration over the phone to one of their associates. I have had my card information taken from giving someone my information over the phone, and I am not comfortable doing that with a debit card. I was told there is nothing anyone can do unless I drive to CT or give my personal debit information over the phone on a nonsecure line. I have had so many issues with my billing information and telephone numbers with them, and every time I am in, I tell them these things aren't correct and nothing is ever updated when I return. At this point I was forced to cancel my account, losing 10 hours, $700. I understand this is a franchise, and I've worked at franchises in the past, but being this loose with someone's financial and home address information is not safe for the consumers.

I brought several gift cards to the "Billerica, Ma." ME location, last spring. The front desk staff checked each card, and assigned a value. They wrote a post-it note on each card, then proceeded to let me use them for services, with no problem. On Jan. 5, 2023, a friend and I had appointments. I informed the desk that again, I had gift cards to apply. When we checked out, the girl at desk, "Matty", rudely tossed the cards around, in front of my friend, and refused to accept them. I explained, that the post-it notes were written by the Billerica staff, and I have been using them! Manager "Lauren Weiss" was called. She told Matty to "comp" our services. I was shocked, the next day, when "Matty" called and said they went ahead and charged my charge card on file, yes, against my knowledge, for $360.! Again, they applied none of my gift cards, and had lied to me, just to get me to leave. We are senior citizens and don't deserve to be tricked and lied to. I am now asking for copies of any charges be e-mailed to me at: [protected]@yahoo.com, but am being ignored. I would like your help to resolve this matter. I have contacted the BBB, AGO and ME headquarters. Please e-mail me the charges, so I can fight them. Also, contact "Lauren Weiss" for lying to customers and then ripping them off.

Thank you, Julia Frascarelli

[protected]

I have been a member with massage envy since late 2019. When the pandemic hit in 2020 I requested to cancel my membership due to health issues and my risk factor. I could provide a doctors note and recommendation for canceling my contract early. After numerous emails where they somehow skirted around canceling I am still being charged in 2023 to avoid losing credits I have already paid for. This is a complete scam, I can’t see how this is legal. They are literally stealing. I’ll explain -

Originally (2020) they said since everyone was in quarantine, my membership was already on hold. I told them I didn’t ask for a hold, in multiple emails I requested a CANCELATION because there was no end in sight for the pandemic and my health issues - being a lung disease - would not be cleared in the two months they were closed for quarantine.

No answer. Fast forward to them reopening and my charges resume. Management is impossible to reach, they simply will not speak with me. I continue to pay for all of 2020 thinking at least when my contract is done, I will be finished. By the end of my contract I AM STILL CHARGED. I could not have made it more clear, with verbal and written notice that I do not want to continue with this company. My “membership” rolls into a month by month charge, only I’ve been charged for so many month for both myself and my partner that we would be losing well over 1k to close our accounts. Because apparently they will not refund me and if I cancel my continuous charge I will also lose my already paid for credits. Please explain how that can be legal - I keep paying for a service I had already paid for to use it. I never would have had that many accrued credits in the first place if they had released me when I requested multiple times! I COULD NOT GO. So they just accumulated and yet I still have to pay to use them.

Now years later, Covid isn’t a concern and my partner and I have roughly 18 sessions EACH totaling well over 2k. We have moved out of state. We found a local Massage Envy we thought the management were easier to work with and they told us about something called a Freeze Plus Plan where we could freeze our monthly charges for 6 months and use up our sessions for a small holding fee a month rather than accumulate credits. They helped us book a ton of apts. And I thought - why didn’t the other location tell me about this? I practically begged for a solution to not lose my credits and to not add more to what I already couldn’t make a dent in. Why did they not tell me about this? So then I am told I have to call the location I signed on with to use the Freeze Plus Plan. So I called and the management was terrible to me about it, they said “who told you about that? They’re not suppose to” and I told them I firmly wanted to do it and the manager literally yelled at me that “it makes no sense, you’ll be charged again in 6 months anyway if you haven’t finished up”. Except that would give me literally half a year to use these credits and I booked an apt EVERY SINGLE WEEK. I wanted to be done with this and not completely lose my money out. He told me “it’s a [censored]ty option and I do not recommend it, don’t do it” and I felt he was being extremely deceitful because at first he had acted like he didn’t even know what I was talking about. Once I said another location recommended it, he knew exactly what it was enough to yell at me and run me in circles about it. At that point I was shocked by how forceful management was. I also decided to transfer my location, because what would be the point in working with someone so difficult a whole state away? So I specifically asked if I transferred, would I lose any credits - that told me definitely no, I wouldn’t. Because that’s the gimmick right? You can use the sessions you’ve paid for at any location. I was assured it would all transfer and the only thing that would change is the ability of the location near me to make changes to my account - such as the freeze plus plan. I submitted the transfer in November. A literal dozen calls and asking at every apt (remember I have one weekly) and in late January they have made the transfer, finally. Of course not before I’ve been charged again. I ask how many credits I have and say I need the paper work for the Freeze Plus Plan. And they tell me out of the 18 or so sessions I SHOULD have, my partner and I each, they only see FIVE credits. Five. After 2 thousand dollars I haven’t seen a minute of service for, it’s simply gone. I have been lied to and plainly cheated. What do I do?

Hello,

I was sold a massage membership on 11/13/2020. My one and only concern was that if I cancelled, how long would my hours last. I was enfatically told that my hours "don't expire." However, as of the last 6 months I have decided to cancel, because my time is limited and the little time I ever have to get a massage, there is never any availability, so I have found the membership to be a waste. I had asked to cancel and they warned me that I'd have 60 days to utilize my hours or I would lose them. I explained that that was not what I was told. They said sorry, but that is policy. I aske for the name of the person who signed me up and they said they couldn't disclose that information to me? I said, can you have a manger call me to discuss this, and I was told that they manager was out for a few days and when they came in, it would be another 7 days before I can expect a response. Seriously? Ashley, at the El Dorado Hills office is who took my most recent call today and who refused to tell me who signed me up and who insisted that their manager won't be able to call me for a couple weeks, that there are several calls ahead of me. I am flabbergasted that this is how they treat a customer. I feel duped. I feel like I trusted the sales person who sold me this membership and now my frustration and disappointment has been dismissed.

I had an appt booked today for a 90 minute massage at the Ft Collins, CO location. This is an hour drive each way for me. As I was approaching Ft. Collins (and on the interstate), they called me to cancel my appt. I told them I was almost there, but they told me they would give me a free aromatherapy on my next appt if I rescheduled right at that moment. I told them I was on the interstate and could not reschedule until I was stopped. They told me to call back. I did, and was told it would be over a month out before they could get me in for a 90 min massage. Which does not work, as we have travel plans then. Then they "found" an appt for Feb 3rd. I feel completely ripped off, both 2 hours of my driving time, plus my tank of gas. They called me at noon...could they not have called me first thing in the morning? I signed a contract for a year. It seems to me that since Massage Envy is in breach of my contract, that the least they could do is let me out of my contract. Today's incident was completely unacceptable to me. Please cancel my contract effective immediately, with no ramnifications or additional fee's.

Valerie DePew

917 Pole Mountain Rd

Cheyenne, WY 82009

[protected]@gmail.com

[protected]