Massage Envy
Reviews and Complaints

Location Highland Indiana manger was rude disrespectful and slam the phone up in my face.. the desk person did not inform me that they canceled my appointment and let me wait 10 minutes without saying a word.. I left called 2 other locations to find out they were not suppose to cancel my appointment and the therapist didn’t work today.. The Highland location has the worst customer service I’ve ever seen. I’ve been to Envy locations around the world, never had a problem.

We have a membership to Massage Envy, we have been charged monthly ~$75.00 for over 2 years (total ~$1800.00). We regularly call to make appointments and we are told there are no appointments available. We requested that Massage Envy cancel our membership and refund our remains money, they refused and instead told us we needed to place a hold on our account and they will charge us a maintenance fee of $10/month or we would lose our fee that we have paid. Then they refused to put our service on hold. Then they required us to purchase a 1 year membership for $900.00 otherwise, we will forfeit our current massage $ credits. So, they required a $900 payment and then they required us to pay $75 per month fee to avoid losing our money. Again they refused to provide us with any appointment schedule. So now they want to keep our money and charge us another $900. I politely explained that this was extortion, they refuse to provide services, they keep charging us for services they will not provide and they want more money or they will keep the money we have already paid. In general they charge for services they are unable to provide and refuse to provide refund and want us to pay more money so we don't lose the money we already paid.

I have so many massage credits to use up i've lost track - at least 40 hours paid for. I quit trying to use them because it's too frustrating. It's too hard to get an appointment: Also its rare to find someone who does a decent massage. They take your money monthly but don't have enough staff to give you an appointment. I get so frustrated that I just give up. rI was thinking that while I'm in Oregon to take care of an elderly parent I'd have lots of time to have an open schedule and I'd try to use up some of my credits. Well, Beaverton massage envy doesn't have any appoints to book at all for over 6 weeks and that schedule in 6 weeks isn't out anyway. I started looking at sherwood which is a long drive and gave up at two weeks out... nothing available. I so wish I'd never joined massage envy. I've been wanting to use my credits but I get frustrated and then give up for another 6 mo. and they keep taking my money. it's a scam - not enough masseurs to do the work yet they take peoples money.

I bought a gift card for a Mother's Day gift the week before Mother's day 2022. I specifically requested a gift card for an 80 minute massage including the gratuity. I was told to purchase a $100 gift card and a $20 promotional card would he added (so a total of $100 out of pocket) It's now September 2nd 2022. My wife tried to make an appointment with the gift card today and was told that the card value( which is$120.00) is only good for a 50 minute massage because the promotional first time clients discount has been discontinued. I'm not sure what that means because as I stated in the beginning of this complaint I asked how much would a 80 minute massage including gratuity cost. Simple as that. Now that 80 minute agreement is not being honored. I'd like a refund of the $100.00 please. I have the card and the receipt.

Thank you

Hello, My name is Olivia Olmos

I was very excited to use my gift card for a massage that was given to me for my birthday in January. I made an appointment last week for the Whittier California location. My husband had a stroke last month and was in desperate need of the massage. I woke up this morning with a fever and cough and tested positive for COVID. I did what any respectable person did and cancelled my appointment to not expose anyone. When I called they told me, sorry, we need to pay our employee and you will be charged. I told her I was sick and didn't want to expose anything and she said that it was not their responsibility and that the person needed to get paid. She told me $42.50. I ended up get charged $72.50 for being responsible

I am an executive and to be honest, it's not the consumers responsibility to pay your employees for any loss time. I was doing the right thing and ended up being out of $72.50. I called the location back to get the corporate number and they gave me the wrong number and didn't even apologize for charging me the wrong amount.

I want a refund for the money I had to pay and would like to be compensated

Thank you for your time

I have 27 unused sessions. I have not been able to use these sessions due to my job. I work 10-12 hr days 6 and 7 days a week. I have attempted to schedule with ME when I am off from work, they are always booked. I have put someone these sessions on hold for $10 a month, I have transferred a few sessions to family members (they took a session to do that) a I have ask for a refund but I have been told no. I ask to transfer them to another person, I was recently informed I could only transfer 6 sessions and there would be a fee of $10 per session to transfer, they refused to use one of my sessions I have like they have done in the past. This company wants another $60 dollars of my money when they are holding $1,755 hostage! I ask if I could use the credits to purchase products and I was told no. I can't believe an establishment is allowed to keep a persons money. Not to mention when I started my membership it was $49 now my cc is being charged $75 a month!

I have been a member at Massage Envy for many, many years. I have had a poor experience with the recently. I had an appointment cancelled and they could not reschedule the appointment for me in the same month, therefore I did not receive the treatment that I paid for that month. This has happened several times in 2022, so I asked to speak with a manager. I was informed that they would call. I did not get a call, so called two more times and never heard back. When I went for my next treatment, I asked to speak to the manager. She did speak with me and informed me an assistant manager called me and left a message for me offering a free additional service. Never received any message from the and she argued that my file said they did. Great, now call me a liar. I explained that I was not happy to have been charged for my July service and they were unable to provide me that service in that timeframe. I asked that they credit my account for that service and she said she could not do that, it was a credit on my account and I could still use it for additional services. I explained that I did not want additional services, I signed up to obtain a monthly service from them and that is what I expected and if they could not provide it to me then I should be refunded. She said she could not do that, she would be happy to help me book additional massaged in a month to use the credit. I again said I do not want to book 2 appointments for the same month, I book 1 massage per month and if they cannot provide it I should receive a credit on my payment. She again said she could not do this. Needless to say I am not happy with this and their company policy is awful. They can charge you and not provide the service you paid for and will not refund you. I recommend that you not sign up for their services unless you are ok with them charging you for services they cannot provide. As soon as all of my credits are used up, I will be leaving and finding another company or person to provide me with the customer service I not only expect, but that I deserve.

I was one of the first “valued members” at this establishment at the Mayfair’s location in Wilmington nc. For more than a decade, I was a customer, and formed relationships with employees. As the price continued to climb (more than doubling) I continued to be customer. For all of those years, if I missed a month, I would receive a call or an email.

In 2020 I was diagnosed with breast cancer undergoing many treatments. I froze my account for $10 a month. A family member took over my finances. I recently realized, message envy restarted my membership and continued with $70 the $80 monthly charges. I have accrued 38 unused services.! Nobody bothered to reach out with even a simple email like they did all the years before. Perhaps they assumed my breast cancer was terminal and they would just keep charging my card indefinitely? Such much for being “valued”.

I signed up for a 12 month membership on 6/1/22 at your Avondale, AZ location. The address is 9945 W McDowell. I was insured the the cost would be $55 which is written on the contract I signed. The sells rep out right lied to me regarding the cost, although she wrote on the contract $55 per month for 12 months. $65 is being subtracted from my bank account monthly. I no longer trust your company and will be filing a form compliant with the Better Business Bureau and Arizona Attorney General Office if this matter is not resolved. I would like to terminate this contract under fraudulent misrepresentation immediately.

Robin Payne

Late July and early August 2022. Locations closed without notice for over a week. We are trying to use 20 hours accumulated during the pandemic with nowhere local to go. Last week when Open tried to get follow on appointment and told nothing available until mid September. So we will accumulate time faster than ability to use time. Can’t get a return call for messages left.

I spoke to the Palm City Massage Envy for thirty minutes on Monday 08/01/2022. I explained I was a member and wanted to give my 88-year-old mom a Massage and Facial. They said no problem. Gave them all my information of my membership in Deerfield Beach Florida. They said no problem we will take care of your mom. Today I get billed $302.00 broken down to $83.50 and $218.50. For a massage and Facial that was costing me a veteran $65.00 for a massage and I don't know what a facial cost but I'm sure it wasn't $237.50. When I called Palm City Massage Envy, they acted like I never mentioned I was a member, and it wasn't their responsibility to inform me of the cost. I asked why on Monday you said no problem we will have your mom under your account. All they did was tell me what I needed to hear then turned around and jammed me for $302.00. I am furious and I will never get or give another massage with Massage Envy. To me it is just another scam. I am disputing the payment because I was lied to and miss represented in the actual pricing I was to pay. They are criminals at Palm City and if that is the way Massage Envy takes care of their members. Then I do not wish to be a member anymore.

Very upset member

7/28/2022 1PM - 90 min Massage.

First of all, this was a massage I booked for myself for my birthday. I booked this massage as a 90-minute massage back in June to guarantee I would have the time and type of massage I wanted for my birthday.

I received a phone call on 7/26/2022 from the front desk saying there was a booking error, and they need me to shorten my massage to a 60 minute OR add on a 30-minute Rapid Tension Relief to the end of my appointment because the masseuse would have 30 extra minutes at the end of my service that needs to be filled. Why would I have to add on a service that I do not want to add one or cut my massage short? They allowed me to keep my 90-minute massage without adding or taking anything away. (So, waste of my time.)

We get to the day of, 7/28/2022, when my 90-minute massage is scheduled. I sat in their waiting room waiting for my masseuse for 20 minutes into my appointment. I didn't get brought back into the suite until 1:21pm and I still had to undress and sit in the bed. So, I still only received a 60-minute massage on this day... Even though I now knew she had an extra 30 minutes available after my massage, she did not extend my massage and she also did not walk me out and show me the way out like my normal masseuse does.

This is unacceptable and absolutely terrible customer service. I was still charged for a 90-minute massage even though I received about 60 minutes of a massage. The front desk girls are never helpful and always make my appointments more frustrating and annoying.

Last Thursday, July 14th, I called Boulder Massage Envy to cancel a gift massage my friend from Pittsburgh had bought for me as they had cancelled her 60 min with Matthew for Monday July 18th. We were to BOTH have massages at the same time on Monday but since hers got cancelled I called Boulder Massage Envy and spoke to a young lady who SAID she had cancelled my Monday July 18th massage. I rescheduled for SEPTEMBER 19th.

On Monday July 18th mid afternoon I found a text from Massage Envy Boulder telling me I was LATE for my massage. When I called them I spoke to the manager Danny who was rude and told me that she had no record of my cancellation for the 18th and my massage was rescheduled for OCTOBER 19th. A DOUBLE error...the gal who said she had cancelled my massage had also rebooked it for the wrong month. The manager said that the cost of the massage and the extra $10 my Pittsburgh friend paid at her home Massage Envy was FORFEIT. I was very upset as it was her employee who made TWO mistakes and I'm to pay for her error?

This is specific to the location at 9732 se washington st b, portland, or 97216

I have been trying to get my account closed and credit card charges stopped for a year now. I have talked to managers over the phone multiple times, filled out their requested termination paperwork multiple times. I am still getting charged. Now when I call, the manager is not there and never returns my message. Corporate cant help since this is a franchise location. Literally several hundred dollars in false charges right now and the next stop is small claims court. Ive never had such bad customer service anywhere.

I have been a member with Massage Envy for over 3 years, and I would like to inform you of the unprofessional behavior I experienced at Massage Envy located on 2008 E Arbor Drive Ste 310, Charlotte, NC 28262 on July 10, 2022, at 10:05am. My therapist Shnaeda was late, unprepared, and unwelcoming. Shnaeda place me in a cold room storage room, where the bed was cold, and items stored in a corner, it was uninviting, and uncomfortable.

Sunday 07/10/2022 I had a 10:00am appointment with Shnaeda. I woke up two hour earlier to drop off my nephew drove 1 hour in the rain and arrived at 9:45am; I signed in and patiently waited while several others came into the waiting room. One by one each person was promptly called for their appointment starting at 10:00am. At 10:05 I went to the front desk and spoke with Oliva and asked why I was the only one still waiting at which time, she informed me that my therapist just came in at 10:05. At 10:07 Shnaeda finally came to escort me to a cold storage room for my massage, the room was cold, the bed was cold, and items was stored in the corner of the room.

After informing Shnaeda at 10:10 that I was not happy with the environment she informed Oliva she no longer wanted to do my massage, at 10:15 Oliva informed me that my therapist and I was not a good fit.

Shnaeda was late, unprofessional, and unfriendly, my time, gas and money were wasted this morning for an appointment I schedule over a month ago as part of my monthly therapy for my lower back.

I have been a member with Massage Envy for over 3 years, I would like to be compensated with two complimentary Massage Envy services due to all the time and money wasted this morning. I did not cancel my appointment, it was cancelled by my therapist who was late and unprofessional, she offered no other option such as switch rooms, switch therapist, or rescheduling my appointment she simply stated she didn’t feel like offering service, a service she was late getting to. I would like to hear from someone very soon for I have rescheduled my appointment at another location.

attached is a picture of other items stored in the corner of my massage room

I have tried to cancel my membership due to lung cancer diagnosis...your staff at Salisbury,MD have not been able to help me plus they charged me for another month! I realize there are new people in the office not as proficient as others..please help me take care of this matter..I have been a monthly customer for 2 to 3 years..I brought many of my friends there and even my husband...

I have been a customer of Massage Envy for over 12 years. I paid $40 a month until Covid began in 2020. Our local massage stores closed for a few months, then reopened but you had to wear a mask during the entire massage. Although I tried twice, I found I had difficulty breathing while laying face down and wearing my mask. I knew that I would be charged monthly, but that I could save my credits for use later. In 2021, I wanted to start getting massages again, but whenever I called to schedule, they said there were no appointments available. I’ve tried to schedule multiple times, but they don’t have enough massage therapists, and can’t get me on the schedule. I’ve tried 3 locations in my area, and did manage to have one massage, but then couldn’t get scheduled again. Earlier this year, my rate went up (without notice) to $60/month, and I still can’t get a massage! I want to cancel, but I have 20+ massages that I’ve already paid for, and if I cancel, I will lose them all. THIS SHOULD BE ILLEGAL!

I have accumulated 33 sessions because I travel all the time for work and I am never home. I was transferring sessions to my wife but they will no longer allow this.

I am looking for some other way to use all these sessions

I have been a member for approximately 20 years. I joined the location in Parker years ago and then transferred to Castle Rock Massage envy when we moved 14 years ago. Within last year to year and half it has gotten increasingly difficult to get an appt. Even when I do have an appt. I am told that it is cancelled sometimes. I not only go to Castle Rock now but to Highlands Ranch, Parker, Castle Rock and the one in north Parker off Arapahoe rd. (Cornerstone)

They are normally booked a month to 2 months out so many times I call just to see if there are any cancellations and book that. I recognize everywhere has personnel help issues but today just about fried my (you know what). I called last week asking if there were any appts at Highlands ranch, Parker and here in Castle Rock. Castle Rock had one for this morning with Robert at 11. They send me a confirmation yesterday and I respond I confirm. I show up and the receptionist says Robert is not there. I showed her the confirmation on my phone thinking maybe between all of them that i go to I made the mistake but it clearly shows Castle Rock. Well after getting on phone and making a few calls she comes back that he had called in and no one told her. With that being said, I usually just get a cancellation notice which is equally frustrating but at least I haven't rearranged my day to get there and am not standing there wasting gas and my time.

To add fuel to this fire I called Parker a few months ago to just have my membership cancelled. I had credits as they take out the dues monthly and i struggle to get an appt. or it gets cancelled. The manager, I use that very loosely, states that sure i can cancel but I only have 6 weeks to use the credits. Okay , any reasonable person can see that having 3 credits and they are booked 2 months out I am going to loose out. Well, she is of no help and I decide to stick it out I will just expand where I am going. Highland ranch got me a couple appts of which one was cancelled. Now, I am really done with Massage envy as this is not something that has recently occurred but well over a year. A few months over winter I was able to book at Parker with Jeff, who was wonderful and I would even do a couple a month. then he left Parker. Instead of me continuing to have stress from something that should relieve stress I really need to know if there is any remedy you have in mind or I am gone. I will get ahold of my Bank tomorrow to reject all further ACH from Massage Envy unless this can be resolved.

Sincerely dissatisfied customer, Donna Diiorio, [protected]

Castle Rock Colorado