Massage Envy
Reviews and Complaints

I have been a member since 2017- I have 8 credits currently. I have had issues with my "home" location so I scheduled at a new location. The day before I tried to call this location and the phone line just had a busy signal. My immediate family has passed away. So, I called first thing in the morning and tried to explain that I apologize I had an emergency/death in my family and tried to call the night prior to no avail. The young lady on the phone let me know that I cosyt her massage therapist money by cancelling and because her location was not my "home" location she would be charging me for the inconvenience. I asked her to look at my file and see that massage envy has cancelled my appointments the last 2 times and that is why I was going to try new location. She said it didn't matter and I will be charged no reschedule nothing. I offered the funeral service to prove I wasn't lying and she still told me there is nothing she would do to help.

I had a 90 minute massage scheduled for January 3, 2023 at 1:30. I arrived early at the Massage Envy location (3774 Paxton Avenue, Cincinnati, Ohio, 45209). At a prior visit I was told that the policy was for a customer to wait at least 10 minutes and if over 10 minutes they would be able to leave with no charge. Which did happen at that visit. The Clinc Manager, Jenise told me that I would be charged if I left, even if it was past the 10 minutes. She also said that I could tell Pam quickly what my desired were for my massage. I felt forced to get the message. I feel Jenise was not professional and was argumentative. Pam, the massage therapist, expressed that it is not her felt that customers take time to get dressed. The negative energy prior and during part of my message was not conducive to relaxation. I had to cancel my appointment that was scheduled after my massage. Natalie witnessed part of Jenise and my interaction with one another and maybe able to verify the time in question.

I have been a member for over 11 years. I have 50 un-used massages "in the bank". I cannot get an appointment at my home location. If I want to keep them and pause my membership, it will cost me $20/month for a limit of 6 months, but I still can't get an appointment. It's maddening how shady this is. I have taken a big hit in my income and need to reduce expenses, but I most likely will forfeit ~$3,000 in unused massages or pay $20 a month just for the ability to keep massages I've already paid for with a 6 month window...AND I can't get any appointments. This is very shady. I haven't yet been able to get a copy of the agreement I signed 11+ years ago, nor the terms of the agreement in place now. I will inquire with the courts to determine what my options are.

I have been a Massage Envy customer since your Cary Kildare NC farm location opened. I can say that every experience has been very good and most times excellent.

For the past years I requested the Asheville NC (North Asheville) folks working with corporate on my request to move membership. Your corp policy prohibits them from doing this. I tried working with corporate. (like talking to a wall)

I am cancelling membership at Cary location today with start date 1/11/2023 (I have one more visit credit - $85/month I will use.)

Asheville has many massage locations besides ME. Show me how you can keep a customer.

My husband & I have had a membership at this location for years. There have been issues and sometimes was resolved. Issues like over 3 times the front desk has scheduled us in separate rooms. We continually stated couples’ room only. It was in our files because it happened several times. And upon scheduling our next appointment we would state couples’ room after the first incident. We know people make mistakes, but it happened last month. Thankfully, the couple’s room was available unlike the previous time. The other issue is scheduling our next appointment upon exiting. We've always tried to schedule every 3 weeks (Sundays 10 or 11 am in the couples’ room). I immediately put the appointment in my Outlook Calendar every time. This past Saturday we received the Massage Envy call to confirm. I was unable to answer because I was at a conference. Sunday morning, I received the auto text to confirm in which I did not reading the whole text. When we arrived, I click the check in text and something was wrong. We were early so I asked the lady at the front desk why I couldn't check in. She looked into her system and she couldn't find our appointment. She called over her Assistant Manager and she said it was because our appointment was at 10 not 11 am. First of all, I'm retired military and 30 years of being a project manager. I'm always 99.9% always on time & don't enter wrong times for meetings/appointments etc. The assistant manager said that we wasted their massage therapist time. Heck, we lost our $140. I told her that that facility has issues with the front desk and that it was in my calendar as 11 am. I even showed her. As I recall, the lady scheduling this appointment was new and I told my husband when we left what do you think she messed up like charging us wrong. So, not happy that we lost $140 but the assistant manager said with an attitude "well it was human error". But at our expense. We asked to cancel both of our memberships. Her response was “We’ll need to check to see if we are eligible”. I felt like that was a threat. My thought was “What?! I’m not paying for this anymore. And you can’t stop me.” Well they confirm we were eligible. My husband had no credits, but I have 1. I was told that I had 60 days to use it. Then, as we were walking out the door the assistant manager said that once the cancellation takes affect my credit would be lost. Why didn’t the front desk clerk say anything. Again, because they aren’t being trained very well. She said I needed to transfer or schedule today. We didn't want to transfer this credit to any of our family or friends because of the way we were treated. I scheduled me for Jan but with hesitate. By the way, all the massage therapist are all great. It's ashamed that this happened. We loved our Sunday date days with a massage & lunch. As a professional, I always like to tell managers what they are missing and make suggestions to better their services etc. That being said, I always like to give credit to those that go beyond and you've got great therapists. So, I recommend more training in the front desk area until the employee has confidence. Don't assume that the client did something wrong. We all make mistakes and I will always admit if I did something wrong. I would like to speak to the General Manager about this before I submit my reviews online.

I received a $65 gift card in July 2022 for an introductory massage or facial. Yesterday I tried to book it and was told the price increased to $125 and that I would need to pay $60 out of pocket to cover the difference. An almost 100% price increase! That is ridiculous. I feel all gift cards should be honored for what the service and price are specified on the card. (It is written on my card the price and what it is for).

I live in Texas, and have >20 credits for massages. With COVID, I’ve been unable to visit for health reasons – I’m considered high risk from a medical standpoint.

I was using Freeze Plus plan to pay at first $10, now $20 to allow me to keep those credits and use them over time without accumulating additional massages I’m unlikely to use. I was able to sign up for 6 month stints. However, in November I’ve been informed by my local office in Flower Mound that their branch has exceeded the # of people on Freeze Plus, and that Corporate won’t allow me to sign up (this is a new policy). They are offering to put me on a wait list, with the alternative being that I cancel my membership (and they get to write off 20 x $70 = $1,400 in prepaid massage liability) or pay the full $75/month feed and continue to accumulate unused massages.

And, if I want to transfer massages to my spouse, I can only xfer 1 every six months (paying a $10 fee) and I can only transfer 1x month to anyone else (also paying $10 fee.)

Really, the solution is that they be required buy-back unused massage credits and if someone’s massage balance exceeds a reasonable amount, say (6) massages, they can only charge a maintenance fee (not the full $75).

I believe all class actions to date have been ineffective at curbing bad behavior – seems their corporate office is continually thinking up new ways to defraud their long-time customers by charging for services that they do not intend to deliver in the future.

I have had my Massage Envy account for years now. The locations near me never have openings that I can utilize. They charge my account $70 per month and I have 18 massages pre-paid on my account. When I called to "freeze" my account (not pay for 6 months by still keep my 18 massages on my account) I was told that I can "freeze" for free but CANNOT USE any massages during that time or I can do "freeze plus" which costs me $20 per month but I can use my 18 massages during those 6 months. Why would I have to pay $20 for a $70 massage I have already paid for? Or for $10 per credit, I could transfer my massages to someone else. Again, why would I pay more money for a massage I already paid for? I have 18 credits (equals a 60-minute massage) on my account that I was debited $70 for each monthly. By my math, that means I have paid $1,260 already to this company for services I cannot use. To use these services and not continue to have $70 taken out of my account, I must pay $20 a month? That doesn't make sense to me!

Hi there. I’m not one to get mad or frustrated at businesses. In fact this is the first time I’ve ever used a complaint board. Massage envy has over $2000 of my money from accrued monthly payments. I signed a yearlong term contract in Menifee, as an athlete I needed massages and that seemed like a good deal. I moved back home to Washington away from massage envy, and tried to cancel over email, since I moved, they denied my cancellation even though they said if you moved you can cancel. I work day in and day out as a professional athlete, i accrue many expenses and try to do the best I can, I didn’t notice they were still charging me after I EXPLICITLY said to cancel, but massage envy has made it impossible to get out of their membership. I signed it in January of 2019 and it’s still there 3 years in, when I realized I was still paying monthly, I tried to schedule appointments with a massage envy the next town over. Every time I try, they’re fully booked and unable to take me in. It’s crazy, so they’re taking my money but I’m not getting any services I was guaranteed. Every time I try to cancel in person or over the phone they say I can’t because I signed up in Menifee, and have to cancel there, Over a thousand miles from me. Now I’m at a point where if I cancel, I will lose my $2000 because there’s no way I can fit that many massages into their 60 day period, and if I freeze they get even more of my money and I don’t even know if I can use my accrued credits. Not only that but they never have any appointments open! Never in my life have I been so mad and frustrated. I won’t stop contacting them and trying to get answers until I have ALL my money back or can cancel my membership with the ability to use ALL my credits at my leisure with no time limit. This is totally unacceptable business practice. Refunds should ALWAYS be an option when there is just and reasonable cause. Everyone is going through hard times with inflation right now, but that doesn’t mean a company can just take $2000 of your money and not give you the services you’re paying for, and no option to use your credits, and no option to get out of it. That’s called stealing. I know massage envy will do the right thing and give me my money.

Over the cost of my and my wife’s 3yr membership, Massage Envy has cancelled over a dozen of appointments (some same day) and did nothing other than verbally apologize. Yesterday (11/19/22) I had to cancel my appointment due to an emergency and they had the audacity to charge me over $30. When I tried to cancel our memberships today, I was told that my disabled wife and I needed to show up in person to cancel our appointments. So now I have to take time out of work - during the week of Thanksgiving - to cancel something that led be cancelable over the phones or online. Oh, and they expect to hit our credit cards tomorrow for another month of services that we no longer want. How does the state of RI allow this business to exploit its customers?

Evening,

I joined massage envy approx. 1 year ago by accident. The new hire at Pocket/Florin Location in Sacramento California advised if I signed up that day of my massage, I would have a specific time to cancel. This same individual called me a few days later to advise she mis understood the policy and sign-up information and that I would need to continue via contract for the next 1 year. (Voicemail still available) Which I did, no problem. To say this initial scheduling error swayed me away from using your services would be a lie. During this 1 year, I also scheduled a couples massage at the pocket location, the date was entered incorrectly and my party of two were never serviced. The manager called me after the fact but did not offer any compensation via voicemail. I actually fougnt with the idea of going back. I have had massages at multiple locations within the massage envy network, the MTs are GREAT. The customer service representatives DO NOT care about retaining customers with good service and it sucks for the MT's. s[eciacally at the pocket/florin location. I had an AMAZING massage yesterday with Brian at the S Street location and will continue to go back to the Elk Grove location to see other MTs. I am sad that the reps at the pocket location represent this business. I called today and spoke with Amara, I advised this rep that my membership was supposed to be scheduled to be cancelled. I explained to her that I had called 11/06 at 11:24 am and was told pdfs would be emailed to me for official cancellation. I was then told these forms would not be sent for weeks as the point of contact that handles cancellations is out, and not available. My membership is set to expire this month but according to your staff member we cannot cancel until we hear back from a supervisor, please advise!

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. There may be an appointment 12 weeks out. That is why I have so many credits. You cannot use them. They take your money monthly but don't have enough staff to give you an appointment. I so wish I'd never joined massage envy. It's a scam - not enough masseurs to do the work yet they take peoples money.

I asked the Rogers, AR, staff to have the owner call me at least 6 times. He never did. However, finally today, he called to confirm my facial (not massage' which I wanted) for tomorrow. I told him that I am never able to get in for a massage. I used to be booked every other week for 6 months, but my masseus quit. It took me 3 months to get an appointment with another person. That person only gives her schedule 1 week in advance. They are suppose to book me; however, they don't. I told him I want to cancel my membership. He said I have 60 days to use my credits. I told him to book me everyday for 60 days. What a joke; you can't get an appointment for 3 months. He told me to book in January; this is November. He also said that he doesn't like clients booking every week; because it is difficult for other clients to get in. Maybe they have too many members.

It is just not this location; it is every location I have tried to visit — Raliegh NC, Des Moines IA, Parker CO, Greenvile NC. I am not even able to give massages away as no one can get an appointment.

To top it off, I just got a letter in the mail that they are raising their monthly fee to $75 (from $65).

Hello,

This past Saturday 11/5/22 I went to the Florham Park NJ facility where I was scheduled for a 90 min massage. I had explained to the front desk woman and my massage therapist that I had recently suffered a miscarriage 2 weeks prior and was in desperate need of a massage. I have gotten massages before; I am not new to them. I am not a member of Massage Envy but have used your services before.

Anyways, I spent $230 dollars on a scalp massage and what I think was reiki? My therapist did not once touch any other part of my body other than my head and spent about 2 mins on each arm. She spent about 70 mins hovering her hands over my stomach, pelvis area and my heart. I am all about energy healing and holistic healing, however I came to MASSAGE envy for a massage. Not whatever this was. When filling out the intake forms on the Ipad, I did not ask or inquire for a gentle massage, I did NOT say "do not touch" here and here. I wanted the whole package, a real deal massage, was so looking forward for my back, legs and feet to be massaged. I was in no physical pain, they knew this, I had communicated all of this to them, so I have no idea why I received the "massage" that I did. I'm having a hard time even calling it a massage.

My therapist was kind, and I am not one to be rude and angry, but I did complain. I was offered a small discount on my NEXT massage, all while they were pushing a $500 package onto me. I said, "no thank you, I don't think I will be booking another session" They offered me nothing in return other than sales pitches. I was very upset with the whole experience. $230 dollars for what? I left there angry and not at all relaxed or physically at ease. I booked this appointment and chose to spend this ridiculous amount of money for a mental, emotional and physical break after a horrible miscarriage. I got nothing I expected other than an empty wallet and a bad taste in my mouth for the insensitive sales pitches. I am not one to ever write a review, bad or good. But I really thought about writing a review because I just have been in disbelief over this experience.

Gina Molinaro

Good afternoon. My name is Brent Cardwell. I was an Area Manager for Atticus Franchise Group. I gave notice in July of 2022 that I would be leaving. I put in for two weeks vacation. The District Manager Theresa Bradford approved this. I was also in line for a $150 service hour bonus for June, and a $100 recruitment bonus. I have reached out several times concerning this matter. I was paid for one week of vacation, but not two. I have not been paid either of the bonuses. I've gone as far to reach out to their VP Jim Zoladz and their President Michael Gonzalez. Michael read the text but did not respond. Here we are three months later and I'm still looking for the $1125 owed to me. My next step is to file a claim with the NC Board of Labor and then file suit in small claims court. I'd rather do neither because that would ultimately cost me time and money. It would be in the best interest of AFG to go ahead and handle this matter. As of today, I have contacted three media outlets in the Raleigh Durham market to assist me. Finally, as a former employee, the Massage Envy brand is awesome. AFG however does not take care of what they own. For 20 months I asked for and needed a new blind, always brushed under the rug, Bradford has the text messages to prove it from Zoladzs remarks, and the Durham 9th Street location is filthy. I know this isn't your issue, but I wanted you to be aware of who and what was damaging your name.

I have made several attempts to contact this location, and no one has returned my call. Someone from this location has been manually charging my CC for monthly services to this location which I have never been nor do live in Dallas Texas. We know its fraud because someone is manually entering information because they don't have my card to swipe. I have and am seeking criminal charges against the person(s) as this is fraudulent and illegal activity to a consumer.

Hello, I have been a member of massage envy since June 2021, where my bill was 65. a month to receive services. June 2022 comes around no contract, my card is still be charge, but I figure hey lets continue to move forward with services. I get busy, an is unable to obtain monthly services as usual. I had not been to Massage envy to obtain services since March 2022. Here we are in October I get a text message stating the monthly payment for October has not been processed, please call and provide payment methods or suffer the loss of obtained services that has been paid for. I take the time at this point to look at my credit card statement to see that Massage envy has been charging me 80.00 a month, without notification of price increase. This is unacceptable, because If I can no longer afford your services, why should I have a loss of what I paid for. On top of that I was told I have only 3 sessions. I had not been seen since March, but only have 3 sessions? When I asked to speak with a manager, I was told a manager could not speak with me until Thursday of 10/27/2022. When I asked owner information I as advised they did not have this information. So I had to google. This took place a the Massage envy on Pocket, Sacramento : 990 Florin Road

On Saturday September 24, 2022 I received a auto generated text message from Massage Envy that there is a 5pm appointment so I called and after hearing how wonderful their facial lady was, I had to schedule to see for myself how wonderful.

I arrived early and paid the additional monthly charge before the October 24, 2022 take out from my credit card.

I just joined in September 2022 after much hesitation, I joined for 6 months. My 1st facial was good, but that lady is no longer with Massage Envy (after reading all the complaints from employees this must be another issue for leaving) so both employees and clients are leaving because of poor communication to customers.

Massag Envy Billing. I had massage envy Credits on my account. They moved my credits and applied them incorrectly. Then they charged me a additional $60 for my massage that was supposed to be covered my credits. Then they told me a manager would call me and adjust my account. No Responce for 2 days. I called and called. Then they told me a manager would not be avaialble for a week to correct the problem. I am on monthly billing, which will come out on 1 Oct 2022. I dont want to cancel. But it seems they will not correct the issue, Instead they will just keep charging me and I will most likely lose my credits. Totally horrible Customer Support. I would like my credits applied correctly and funds returned.