Massage Envy

I have had a horrible experience with massage envy. They have canceled my appointments multiple times without notice they have double charged me and the customer service is rude and is unacceptable. The manager is very nasty and even went as far to tell me she is the HNIC. I called last Friday to tell them that I wanted to cancel my membership and they charged my card today. This is the second time that I’ve tried to find it with massage, envy, and experience that something needs to be done as soon as possible.

Richmond Willow Lawn 0610
1601 Willow Lawn Dr Ste 304E
Richmond, VA 23230

This Store.
This man Jason Seibel (Owner)
This Therapist (Keron) Im the least upset at this man.

On 11/11/19 I booked a 90 min deep tissue massage with Keron. I went in to the massage. I drove from Staunton VA, about 45 min away for this. This was the 1st day off of a tour I was doing with a lot of labor. I was so excited.
I spoke to Keron and said Im a big dude and really want some pressure and I want it to feel nice. He said great. I laid down. He started and it was not a massage. I am not in any way trying to a jerk with my assessment, but it was not a massage. Not only was the pressure non existant, but there was no pattern, there were no strokes, there was no pressing or there was no kneading, or wringing or rolling or anything. He sort of put him hands on my body and did a ton of light effleurage and all of varying size. I should not have to apologize for describing the massage I received. Im sorry, but after I paid attention for about 15 minutes thinking "Ok this is going to change now, he's warming it all up and this is something ive never had, but its going to change. It did not. He sort of touched on the rest of the body but there was no purpose or thought put into it. Then he flipped me over and sort of did some weird rubbing around my arms, but it really wasnt anything ive ever had or can describe. Then he held my head for about 5 whole minutes. Didnt do much with it.
I felt so uncomfortable and confused I couldnt say anything. He never asked once if I was enjoying myself, so I didnt know what to do? I told him the pressure, he is the therapist, I cant instruct him every which way while Im getting a massage.
So we ended, and it was a short massage, I always check and it was 76 min. Im aware of the time you allot for conversation, but that was quick and I took that into account.
He was very very very nice. So I didnt make a scene. When I walked out he was standing there, so I didnt say anything. I didnt want to pay for this massage, but I didnt want to make a scene. I was also upset. I was extremely dissapointed with the day I had planned being ruined by this event and now I had to pay a lot of money for it.
So I paid and left.
I then thought a lot about it, and thought yes I definately need to contact the owner. I took the picture of the card in the room.
So I did.
I have a string of emails from this Jason Seibel, wow, what a piece of work. I guess you dont have to be nice to own a company. First of all, he just said sorry to hear that, we'll look into it. I said ok, Then after I believe 5-8 days, I contacted him assuming that his"we'll look into it, "had nothing more to it. Which bothered me aclot. So I said well I guess thats bow you handle business and im very upset about this. He then responded pretty defesive and agressive saying they take a while to investigate fully and do a long ivestigation, and I needed to be patient. I explained that he had never said that he was going to contact me again. He didnt care. I then said this is still a poor way to treat someone. He then after a week or so and me contacting him again, and saying how dissapointed I was and how I had nothing but this one experience, and it was very bad, and he still hadnt even tried to seem like he wanted to make it right.
His response was well we investigated and were willing to give you 30 min on the house to make it right.
Im sorry. That is NOT what I want. That is unbeleavable. First of all, heres the thing, Im very adamant about this, I dont write a lot of complaints, but this was the worst attempt at a massage ive ever had. So what did an investigation do? Get other peoples words on theirs. I dont care if this guy is ussually the best, I didnt receive what I paid for. And this man wants to have me drive 45 min out there again, get 30 min from someone at this place who has already been rude. 30 min does not equal the 76 min I got when paying for the 90 min massage. How is this making it better? And I know that its a way to try and have my pay again for another 30 min or 60min, Im not stupid. I said no thank you, that doesnt fix the problem, and he never replied again.
All this being said again, I reluctantly say this becasue I dont want it to sound like Im like a snob or anything, but Ive been a member at Massage Heights, for 9 years. I get a 90 min massage at least 1 a month for 20 years. I love to be massaged and think people are insane for not wanting others to rub them. Ive had A lot of massages. 85% professional and as many I can get from anyone who is willing to rub my shoulders. Ive paid dirt cheap in mexico and Ive paid bookoos at spas in santa fe. Way too expensive. My point is Ive never complained. I know that their all different and I know that skill level is different, and I know my condition is different. I complained then and am complaining now, because this really bothered me. Not only was it a bad massage, but this experience has made me very skeptical to get another membership anywhere, because it seems like these franchises are producing more locations which is great, but that is saturating the quality of therapists. That being said Ive had some mediocre and some pretty Ok massages, but Im a yoga in structor too, I can ussually find my piece with any sort of massage.
I did not with this one, and I did not get acceptable treatment from Jason the owner.
Id love an apology from him for being a skeptical jerk, but feel that will never happen, and is a bit much, but at this point I want my massage I paid for, or I want me money back. Im not trying to break anyone or ruin a career, thats why I tipped the man. but its the lowest tip I give for 90 min.

Transaction : [protected]

here are the emails

I'm not one to often do this, but I feel I really need to say something or it's going to bother me.
I received a massage today at 5pm. I believe the young mans name was Keenor.
The man was very sweet, kind and courteous.
We spoke, agreed firm to deep extra time on certain areas. He came back in at 5:05 and began.
He was out of the room at 6:21pm.

Like I said this man was very nice... but the massage was not.
I'm writing because I don't know how to describe cribe it. It's as if he was afraid to touch me. There was way too much lotion, and little to no actual kneading, or pressing, or working on the actual muscles.. at all.
I'm serious. I had no idea what to do. So I did nothing. I waited about 15 min before I realized... oh this is the massage.
To be perfectly honest I was stunned.
I have been getting massages every month now for 16 years. I've had some mediocre massages.. I've had a few bad ones. This one might be the worst.
I'm really sorry. I'm not trying to complain or get anyone in trouble.
But it's been eating away at me on my drive home.
I've worked now for a month straight on tour and I live in Staunton. I drove up to Richmond because there were open appointments.
I was just so disappointed. I feel tighter. The experience is upsetting me the more I think about it, and I don't know why. I'm not mad at anyone, but I'm very curious and just can't believe that the massage I received was given.
I don't know what else to say.
Once again, if this could be kept confidential from the employee, I'm not trying to hurt anyone... but I really feel like you should know the situation. Everyone was very cordial and hospitable.
The massage was just very very disappointing and just not a professional massages. Full of jabbing and hands just poking and moving around with no intent. The last 10 min of the message was the therapist putting his hands under my back. I've had this done before. What he did was not it. He just put his fists there and did nothing.
I'm sorry like I said.. I feel I have to inform you. I didn't really know what to say to anyone.
I can instruct the massage and I don't know what anyone is going to do with everyone standing there having a good time in the lobby.
Thank you for your time.

Adam,
Thank you for your feedback and I'm sorry you had an unfavorable experience.. Your feedback is very important to us as we evaluate the performance of our employees. Keron is a relaxation vs. therapy massage therapist. It definitely sounds like a mismatch; however, I need to do some further research with the manager today.
Best, Jason

Jason
If I thought the massage was just a lighter version of what I asked for, I wouldn't have contacted you.
Like I said I know the difference between a therapeutic massage and firmer and deeper.
The massage was not a professional massage. It felt like he was afraid to touch me, and was just bidding his time. There was also no massage techniques where any of my muscles we worked on.
Like I said, was very nice... but the massage I received was not something your business should be charging for.

Adam,

My apologies — I didn't follow your message as such. This is an entirely different discussion. I have a meeting with my management team at 830 and will discuss it.

Thank you for the clarification.

Best, JS

Four days later.

Hello Jason,

I have not heard from you or your management team.
Which is a surprise. To be honest.
I have also managed a lot in my life.
I know you're bus, but unless this sort of thing happens weekly or daily, it seems like it should be a serious issue.

I'm assuming that's how this massage envy conducts business.
I'll accept that.. and politely contact the franchise and let them know what I will share with you.
I will no longer promote To others or use your company in the future.

I can't tell you how to run a business, but I hope you hire more qualified therapists, and hopefully stop hiring more therapists to give more massages, if that means the quality of massages are very below par. We are spending good money and good time, and looking forward to a certain type of experience.
And when that experience is basically ruined, it really takes something special and makes it feel like a punch in the stomach. I feel like it is my duty as someone who needs massage for anxiety, to share this with as many people as I can, in hopes that they will not have the same experience.

I hope the things you choose in your life that bring you joy, ease and comfort work out better for you.
Have a happy holiday and good luck with your bussiness endeavors.

Dear Adam,

I'm sorry I have not responded in the timeframe you expected. My management team and I conduct thorough investigations into any concerns raised by clients including practicals and historical research from other sessions.

As a successful leader yourself, I'm sure you further understand that I cannot share the details of any actions we may be taking as it would be unprofessional at best but further prohibited by law.

(I never asked to know what was happening with anything but my situation)

Jason,
I suppose it's the actual response and then any sort of closure that I'm replying to.
What I've received seems cold and seems like it would come from a business where you are selling car parts, not a very intimate, mental & physical health related, human service.
In my time in leadership and with people I have learned that every person is unique and people like to feel like they are. Not just a statistic.
You good sir have treated me like most businesses do, people who come in and pay money, not a client you actually care enjoyed or was actually given the service they purchased. "I'm sorry, and what he usually does, " doesn't make me feel listened to or cared about.
Frankly I don't know why I'm wasting my time anymore trying to make you, sir, just be a little nicer and compassionate.
I hoped people who opened spas actually did it with the hopes of helping people.
Not that you care, but you have not only not helped me, but cost me time, stress, money, and peace of mind.

(No response... then 5 days later I contacted him again)

Jason,
As a consumer who paid for a product that they don't feel was provided, have you conducted your investigation and come out with any conclusions on your end?
Thank you for your time.

(Next Day)

Hi Adam,

We did look into the situation and his service history and appreciate your feedback.

I'm willing to offer you 30 minutes on us for the inconvenience and to give us another chance.

(I then responded to him and Said I was not happy with this and lectured a bit, if you need that I can provide)

Receiept

Richmond Willow Lawn 0610
1601 Willow Lawn Dr Ste 304E
Richmond, VA 23230
8044400004
clinic0610@massageenvy.com

Transaction : [protected]
Mon 11/11/19 Main Drawer0610
6:25 PM kgregory0610
DESCRIPTION QTY PRICE

Adam Zarowski
MSCUS90: Massage 90 Min Custom Session 1 $135.00
KERON
APR-1-INTRO-90 ($45.00)
Total Items 1
Subtotal $90.00
TAX $0.00
TIPS $15.00

TOTAL $105.00
Visa $105.00
Tendered $105.00
Change $0.00
*