Massage Envy was founded in 2002 by John Leonesio and Shawn Haycock in Scottsdale, Arizona. Leonesio had owned and sold a chain of health clubs in Arizona and was looking for a new venture.
In 2003, the chain began selling franchises and expanded rapidly.
In 2008 the company was acquired by Veria, a Texas-based multimedia company.
By 2010, there were 624 locations in 42 states and Veria sold the chain to Sentinel Capital Partners.
In late 2017, the company was accused of covering up more than 180 sexual assaults at their locations, prompting top execs to make changes to their screening and reporting programs. In December 2017, the CEO stated that he was committed to keeping patrons safe and that extensive changes were being made.
Today, there are over 1200 Massage Envy locations in all 50 US states.
Massage Envy was founded in 2002 by John Leonesio and Shawn Haycock in Scottsdale, Arizona. Leonesio had owned and sold a chain of health clubs in Arizona and was looking for a new venture.
In 2003, the chain began selling franchises and expanded rapidly.
History
In 2008 the company was acquired by Veria, a Texas-based multimedia company.
By 2010, there were 624 locations in 42 states and Veria sold the chain to Sentinel Capital Partners.
In late 2017, the company was accused of covering up more than 180 sexual assaults at their locations, prompting top execs to make changes to their screening and reporting programs. In December 2017, the CEO stated that he was committed to keeping patrons safe and that extensive changes were being made.
Today, there are over 1200 Massage Envy locations in all 50 US states.
Very disappointed. I usually never write negative reviews. I signed up for this membership quite a few years back. After raising 5 kids, sports, orthodontics, etc.., I figured it was time to treat myself. One of the huge selling points for me was they verbally told me I would be able to transfer time to people. I have adult daughters I thought would be blessed by it since now they are raising kids. The last year or so a new location mgr has not allowed it telling me the fine print of the contract doesn’t allow it. Mind you I continued to let them deduct my pymt even during COVID thinking I was lucky to have a job and should help keep their business open. I’ve finally had enough of their hard core attitude with transfers and tried to cancel. I asked them to email me a cancellation form since they are not available online. They sent one already completed by a previous member with all her confidential information. I went to the location and completed one 8/21/23 , then followed up with a call to confirm it was being processed 8/29/23. They still deducted the pymt 9/5/23 and I had to call my credit card company to cancel the pymt. The massages and facials were great. The recent manager at this location is awful and does not have any idea of proper customer service. I understand they want people to buy their own membership but honestly what difference does it make? I’m paying for the mo pymt, a transfer fee each time and maybe the person I’m gifting it to will like it enough when they can, they would sign up for a membership. I would not refer this business to anyone just because of the shady business part, trying to make it so painful to cancel that people won’t go through with it too.
After I went through the trouble to actually go in person to cancel, they told me I would have 60 days to use my remaining credits after they process my cancellation. As I stated above they never sent me confirmation of my cancellation so I had to go through my credit card company to stop the deductions. I recently remembered I still had some hours left and I called them. They said I had until 11/7/23 to use them all and they worked with me to schedule a massage. I made an appt for a 90 minute massage in Natomas & an appt for a facial in Elk Grove. As I stated above, the massage therapists, front counter staff and facials are great. It’s only the newer mgr in Natomas that is very unprofessional. The evening before my last massage was scheduled, the Natomas Mgr, Haley called and left a voicemail that she cancelled my massage appt due to a “chargeback”. She stated I could try and go to a different location. First of all, the night before my prepaid and saved hours were going to expire? Really, that short of notice? The “chargeback” was my credit card company cancelling any further charges since they didn’t process the cancellation request. I still had four hours on the books. Thankfully the Elk Grove location was able to schedule me a last minute 90 minute massage the last day my hours would have expired. It was a great massage as was the facial. This was such a petty “mean girl, high school” type of action by Haley, the Natomas mgr. We are the consumer and I prepaid for these services with my hard earned income. She saw it was me and left that childish voicemail. I think the Natomas owner should have her take some courses on professionalism and consumer tact. When I scheduled these last hours of my credits I spoke with them about my cancellation, and they could see the cancellation as well. They never mentioned I couldn’t go to their location. Haley just wanted to try to make me lose my prepaid hours. I had to drive to Elk Grove but it was worth it and unfortunately Haley caused the therapist in Natomas to miss a good tip. She is a sad representation of a good company.
Seems quite a few complaints….. seems it’s not just the one at w 64th Ave, Arvada, CO makes you feel like they’re fleecing you…… wouldn’t ever go there again…. Got charged $37.50 for the pleasure of not getting anything but lied to….. stay away is what I say….. very shady.
Massage Envy Mansfield took a half a credit from my account for a missed appointment that I have no record of making the appt. Nor did I receive communication that I had the appt or a notification from the facility if I was coming to said appt. When I spoke to the manager she was not willing to return the credit to me, so I am canceling my membership due fraudulent activity. This location has been known to have issues with their online appointments but I am being charge for the site error.
My husband has a contract but the location closest to us, and where he got the contract, closed permanently. After a year he attempted to cancel the contract multiple times. He was told repeatedly that he had to cancel it at the location where he got the contract, which is impossible since it no longer exists. He has contacted HQ offices and multiple locations in the same area. They have been taking out their money every month for years now!! And unfortunately it was a direct payment from a checking account. We are to the point that we are going to tell the bank to consider this fraudulent transactions because it doesn’t matter what he does they refuse to stop taking the money. Short of closing out the account altogether, which would be a nightmare, we are at our whits end with this company!!!!!! DON’T DEAL WITH THIS COMPANY THEY ARE THIEVES AND ESPECIALLY DON’T SIGN ANY CONTRACTS WITH THEM, THEY DON’T UPHOLD THEIR END OF THE CONTRACT. THEY WON’T LET YOU OUT OF YOUR CONTRACTS AND WILL TAKE YOUR MONEY NO MATTER HOW MANY TIMES YOU CALL, EMAIL ETC TO CANCEL SAID CONTRACT!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
We’ve been members for over 10 yrs and ME has debited our account faithfully for our monthly dues, including all the months during the time they were closed during Covid. Prior to Covid we were able to call and schedule appts no problem. Within same day, or within SAME WEEK. Since they have reopened they obviously have no therapists to service the volume, that’s why you can never get an appt within 1, 2 or sometimes even 3 weeks out. This is an unacceptable service time period. When someone is in pain and needs a massage they don’t want to wait 2 and 3 weeks, or even a week. They need help like at least within a day or two! This is not just a problem at my “home” location but I have called 3 nearby ME’s and they have the same problem. When I told the “MANAGER” at my home location we would like to cancel due to the lack of service, her reply was “NO PROBLEM.” What kind of customer service or customer retention tactic is that? She told me PCRK GROUP is the franchise owner. Apparently, they have too much business, not enough therapists and can’t service the existing longtime customers, they just collect our monthly dues and provide unacceptable MASSAGE SERVICE. I guess they all forgot why their in business and who makes their paychecks, we are called customers. There are two other massage companies across the street to choose from. Time to find another company who appreciates our membership dues to make their payroll and pay the franchise owners. No problem….
I totally agree and I feel the same way right now. It’s unfortunate that over my 15 membership this is the worse I’ve ever had and it getting worse.
I agree plus they took 65.00 dollars without approval. How can they do this
Each location is independently operated, so the corporate office really has no power over the individual franchises. Some of them are truly awful, like the Southpoint clinic in Durham, NC. The staff are not properly trained in entering membership details into the system, despite being trained and coerced into selling memberships as much as possible. They charge enrollment feels when they tell you they are waived. The prices for massages differ at different clinics, so you pay the difference. After you tip based on the original cost of the massage, not the member credit rate, you’re better off getting a massage anywhere else. The managers and district managers don’t return calls and you have to visit/call repeatedly as well as file a Better Business Bureau complaint just to get anything fixed. This place is a ripoff. They have 6 month memberships (that they don’t like to tell you about), so if you really feel desperate enough to go through the hassle of doing business with this awful company (and you have either ignored or not read the Google/Yelp/Tripadvisor reviews/complaints about it), at least ask for an enrollment fee waiver and a 6-month membership. Be prepared for unauthorized charges and mistakes that take months to fix.
I have been a member of massage envy for over two years. I was able to get out of my contract however I had 11 massages banked and my husband had eight massages banked. Massage envy was closed due to air conditioning issues which affected us being able to make appointments, Covid 19 and was still billed monthly and didn’t get to make appointments, and The local massage envy only had two massage therapists the last few months and we have not been able to make appointments except for June and July. Today I was informed that they are now down to one massage therapist and all of our appointments that we made are no longer Honored. I would like to know how to get my money back for all of the monthly payments that I made for my husband and myself yet we are unable to get to use them?
I have had same issue with the Highlands Ranch town center location in Highlands Ranch I have called the office manager 8 times. She will not call back. I have completed the I am leaving paper work and they just keep billing.
I am having the same issue with the Johns Landing ME in Portland, Oregon. I have 9 banked massage sessions that I couldn’t use due to:
1) lack of massage appointments available after work and on weekends
2) COVID restrictions in 2020
3) Safety precautions for new Covid-Delta 2021
I am a high-risk client for massage and have been for the past 18 months due to Covid and an autoimmune conditions that includes skin outbreaks.
The previous Johns Landing ME manager would not refund my massages or provide gift certificates but offered to put my membership on hold for a year. That year ended last month and now there are new restrictions for Covid for my age/health conditions.
I was an active member of John’s Landing ME for almost 10 years, and referred several friends and family members to them by buying gift certificates for them, which subsequently resulted in new clients.
The new manager of John’s landing has been aggressively demanding that I either cancel my membership and forfeit the $540 that is already credited to my account – or pay an additional $90 to get gift certificates. In addition, he wants names and phone numbers for everyone I want to give a gift certificate.
I will be reporting this to the Better Business Bureau and AARP. I find it unethical and unreasonable – as it appears that the new manager simply wants me to provide a recruitment list.
Since when does ME require the names and phone numbers of gift card recipients prior to buying and giving away a gift certificate?
I have been a member for over 20 years. And I have been having health issues that I cannot be in a vehicle for 2 hours to get to the nearest Massage Envy and I have credits that I have that I would have used if my health was better but I have put me account status in freeze for every 6 months for about 3 years and now they will not let me did this again. I was told either use the credits or loose it or pay $20.00 a month to use it for 6 months….after I told the reception clerk, and the office manager in Flagstaff, az location that I would like to do the 6 months freeze without taking any $$ out of my account…and they both said no… if you have 32 credits..worth at least $2300.00 , would you cancelled. I had been trying to cancelled this account for at least 3 years now, at first I used most of my credits after COVID, but now due to health issues I can’t make that 2hr drive to Flagstaff to schedule massage.
Massage Envy..corporate office, headquarters…you really need be on touch with your clients…that pay your bills.. and pay your staff ..I am so disappointed in the Flagstaff , AZ location…at least be a little more compassion, or Rather Have HEART…your staff demands $$$ .
I am having the same issue in Portland, Maine. I have over a year banked for 3 of us in our family. At this point they are not even willing to try to look at their schedule to get us appointments together when they had no problem prior.
They begged me to continue paying while they were closed due to COVID and I did to support their business. Now they have forgotten my commitment to their company.
Did you ever get your money back? If so, how did you do it? I have a lot of money at stake.
I have had several “not so good” interactions with massage envy dating back to when I enrolled as a member.
When I enrolled around Mount Pleasant, SC
1st incident-was told that regardless of where I signed up it would not affect anything. I live in Charlotte, but was visiting Mt Pleasant SC. That did not hold true. Every time I had something going on I was told I would have to speak with Mr. Pleasant location.
2nd incident: Went for my first massage and was told I would have to pay (that is after I actually received the service). It was not clearly explained that I had to wait a certain about of business days between services and when account was drafted. Had difficulty resolving the issue, because I was at a Charlotte location and they stated I needed to clear things up with the Mt Pleasant location. So I had to sit at Massage Envy until Mt pleasant was able to be reached. It was an ordeal
3rd incident: Then Covid hit. Was not told that if I ended up canceling I would have to use all sessions within 60 days. Due to the pandemic they should have been willing to work with customers, but nope not all.
4th incident: When the person who actually paid for my membership tried to cancel and thought he had, we found out that they canceled his membership but not mine. Apparently I had to call although he was the one who opened the account and was paying the monthly payment. Therefore it made it seem like my account was outstanding for nonpayment.
5th incident: After canceling I called Massage Envy Northlake and scheduled for both my friend “his last last 7 massages and my last 7 massage that we were told we had to use within 60 days. All was okay until my friend went for one of his sessions and was told it was not scheduled. He had to make another apt. I wrote down all of his apt and all of mine and I am certain that he had an appointment.
6th incident: yesterday at Northlake location. I was told I had to pay an upgrade for 30 min because I didn’t have a session. I was told this after my service. Once again when I scheduled my last 7 sessions I was scheduled for a 90 min session so there should not have been an upcharge. The young lady checking me out stated I would have to pay and there was no one I could speak with. I refused to pay and insisted that she called someone. I was told that they could not call a supervisor or corporate on the weekends and I would just have to pay. After several mins she called someone. I was told that if I only used the 60 min credit and not pay the additional fee I could no longer come to that location, as if I had done something wrong. As I stated before I wrote down all the sessions for both my friend and myself. If I had seven session and here are the dates how was I out of credits to cover my 90 minutes yesterday.
12/24-60 min
1/2-60 min
1/7-60 min
1/13-60 (it was rescheduled to 1/18 because my mother was admitted to the hospital)
1/24 90 min
2/7-90 min
This total 7 sessions, because the two 90 min session would have taken that 7th session
Yesterday was truly angering. It wasn’t about the money. It was more about customer service. They didn’t even try to figure out what the issue was. They just wanted me to pay then got an attitude when I would not. I do not feel Massage Envy’s value customers. Massage Envy need to do better with communication.
I’ve had problems with my current location . I have been a member for 14 years and was informed the price was going up i was faithful to pay during covid even though I could not use the appointments for a year, now trying to use them , can hardly get an appointment . My massage therapist us wonderful I have been using tge same obe for 5 years but I hate dealing with the desk the manager is always rude . I dont know how she keeps her job . Embarrasses me tonight . Tgey are also using 90 dollars worth of saved for one hour. I joined at 49 dollars a month sometimes purchased upgrades to 90 minutes or 2 hours . Im ready to quit. They do not care if you quit. I brought my paralyzed daughter to use one of my 15 prepaid visits and was up charged 60 dollars . This was a great deal but I changed locations , management , and tgey have been bad for 5 years . If I didnt need this for my health I would just quit now. I also have hours left to use if I can get an appointment. I feel they are making plenty of money and just don’t care about the old customers or ones who pay and dave them to keep them from closing.
hello, so I used to work at massage envy before and got fired over 4 years ago. Jenny on 192 massage envy Vancouver Washington fired me but when she did she talked to me on 2 different occasions. first occasion she said that I knew why I was being talked to and I told her no I did not know what she was talking to me about so she wrote me us for some reason. the second time she talked to me she told me that I talked to a client again. I asked her what she is talking about and she was like you talked to the client again about guns when I remember that both times the client asked me what I did that week so I told them I went target practicing. I feel that I did nothing wrong yet jenny fired me and then got me banned from working at massage envy again and had me escorted out of the establishment like I was going to jail. a few years later I got that ban lifted by the hazel dell massage envy and was told that jenny fired me illegally. the reason I am writing this is because I recently bought a membership to massage envy and so did my wife at the 192 massage envy thinking that all was well and that was the closest massage envy to us. today 2-25-2020 my wife went to massage envy to get her massage only to be rudely yelled at and have to cops called on her and embarrassed in front of a bunch of people. i feel jenny is lashing out at her because of me and threatened her also.
right now I’m trying to see if Massage Envy will forego charging people for the inability to use their facilities because of the Co-V19 virus since we cannot get in for massages and when you don’t get to use it, they should honor that and not do anything greedy and take money from the people who go to them for massages. They are hard to get ahold of but hopefully someone will listen.
I am experincing the same problem with ME mpt refunding my money they collected from my credit card over 6 months and saying I have to use the services or risk losing the money but I don’t feel safe doing so.
I worked for Massage Envy for almost 9 years. I always had a pretty good experience with them. I was Lead Therapist several times, I was in a national commercial for them. I transferred locations. After 1 year, they sold to new owners. After that happened, I got a call from my manager taking me off the schedule saying a client complained. I then got a call from some company Rapid Response Team about 8 days later. She told me a client accused me of Sexual Misconduct, and I would be further investigated. About a week went by, and my manager called to let me go. This issue was VERY Serious. No Law involved, some random Team on the other side of the country handling my case. I stopped by the old location I worked at for 8 years. That manager said she never heard anything, or got any calls. SHE COULD NOT believe what happened to me, as NOBODY can believe it. I wasn’t even investigated. The “Rapid Response Team” Did NOT call anyone. All they did was weigh a word. NOT RIGHT AT ALL. I have been slandered, my name tarnished,. I can no longer work for M.E. for NO REASON. almost 10 years dedicated to a company. I worked with a broken back from a car accident. NO CARE FOR THE THERAPISTS. NO PROTECTION FOR MALE THERAPISTS. AVOID THIS COMPANY. The girl that accused me of sexual misconduct got her “Free” massage 2 weeks after I was let go, and she saw ANOTHER MALE THERAPIST. How on Earth could she be so comfortable with a Male therapist, let alone another massage after what she claimed I did. IT is INSANE. People DO LIE. If I was guilty. IT IS EVEN worse. Since Massage Envy let me go, keeping my license. So I can still work, which I am, at another chain. Wrongful Termination. The LAW should have been called. NOT A 3rd PARTY TEAM ACROSS THE COUNTRY.
Shoreline Wa Location even when you follow all their rules for cancellation this Store continued to bill me I have the original email stating that I my last payment would be Dec 2019 here we are in January 2020 and they are still billing me. Bad enough I had to leave 33 hours of massage on the books do to health issues now they continue to take my money.
I went to the one in Hoover Al to get a facial and oh what a mistake that was. They switched products and no one told me of the change. As a consequence, my face was burned badly, bruised and swollen. I reached out to a Mr. Alexander who was no help at all. He offered to send me a bottle of vitamin E oil as if that would solve the problem. I’ve asked him for phone numbers and email addresses of the higher up and he won’t give me the info. This was a horrible experience. I’ve since learned that the new product that was used shouldn’t be used on anyone. As I read some of the comments, I’m learning that this is not a good company.
It’s time we take it to social media. This is the worst outfit ever!!!
Omg I couldn’t agree more. I’m fighting with them now. A friend bought me a year ($780) as a gift and I’m currently in FLA for winter and went to make appointment and was told oh I’m sorry your 5 sessions expired!!! WHAT! I call and was told to contact location it was bought after emailing cooperate I get a call and was told only way I could get them reinstated is if I pay $65 a month! So they want to be foible paid! Screw that. I’m going on social and attorney general I’m not letting this go
I missed a month, well shame on me for getting sick.
As a past educator of customer service… the therapists are great. Robin in Pearland should be the CEO. If there are problems at the store level, then it starts with the manager. If it’s the manager, look at the owners. These owners need to sell… I can’t begin to tell what has been done without an apology. This trickles down. Best to complain to Corp then ask an attorney to write a letter or report to the massage board. Then find another company and enjoy!
I first started going to Massage envy in April of this year at the Apple valley MN location, I signed up for 6 months and then in month 5 I get a notice that it is closed. I have an appt. scheduled in August which I don’t care if I keep or not. I had frozen my acct until December prior to its closing. I guess what I want to do is cancel my membership with you as I’m not going to wait around for it to reopen. The closest massage envy’s next to Apple valley are also closed so this plays a huge role in my decision to cancel. The closest one that is open is 45 minutes away and having an afternoon appt just doesn’t make this feasible its not going to happen!! I will need to know from you the regarding cancellation and what my options are. I fully understand that each location is independent from each other hence to location closings.Your feedback and info regarding this matter is appreciated, We have time as technically I have until December to make a decision but I don’t want tyo wait until the last minute either. Thank you for your help!
Massage Envy is just terrible!!!!
My location closed many months ago, I was not assigned another location.
Massage Envy continues to bill me each month but because they have not assigned me a new location I am unable to schedule a massage.
I have 24 credits that I have already paid for and I am unable to use them!
I have called the phone numbers provided to me many, many times. I have mailed and emailed letters over and over again. I have reached out to seven local locations and they have also been unable to help me. One day being so frustrated, I hit redial on my phone and called for 8 straight hours! No response…
I can go on and on but the bottom line is they ripped me off for many months and I am sure that I am not the only person that they have done this to.
I have been a member of Massage Envy for 4 1/2 years. I have always requested and had 4pm appointments however, last week I confirmed by text I would be there for my appointment. I didn’t notice they had changed my appointment to 5pm. They did this without calling to ask if this would be ok and if not to schedule for another day for 4pm. Then I show up thinking it was at 4pm and they tell me it’s my fault because I confirmed the text. So I cancelled my membership because the manage was not concerned at all and continually told me I confirmed the text and there was nothing she could do for me. End of STORY!!!!!!!!!!!
Made multiple appointments for massages for my girlfriend and I which were cancelled at the last minute. One of the receptionists, now gone thankfully, said ‘I’m not going to feel bad about it’. I wasn’t asking you to feel bad, just maybe show some respect for ruining our date night. In the other case the manager tried to put it on me that I was not understanding that someone called in sick – staffing your business or finding coverage is not my problem. If it was the first time, sure whatever but it’s part of a pattern. But that’s typical of Massage Envy; they create the problem then put it on you to either accept or resolve yourself.
We had already cancelled our membership for repeated problems. At this point want nothing to do with them and just want to get credited back for the massages that we already paid for but can’t use due to repeated cancellation. Is that easy? Of course not. Is that too much to ask? Of course. Avoid Massage Envy.
Do not sign up for a membership unless you plan on using your credits every month. I had a membership at a location for several years and was paying them monthly. I like to accrue some credits so I can go in once a week for a month or two months and get a massage and stretch. I moved to a new house and there was a Massage Envy closer to my new house. I was told that it would be easier if I were to transfer my membership to the new location. I signed a form and moved my membership no problem. I had around 12 credits built up with the original location. Apparently when I signed the paperwork, there is a some wording in there that says I have to use my existing credits from the old location within 60 days or I lose them. Of course, nobody told me that. Neither store is willing to give me back my credits so I am out a years worth of services or $600. The service I have received from the Aurora Southwest location in Colorado has been absurd. This is the store that instructed me to move account but never told me about the credit situation. They think its the other store’s fault that they didn’t call me when they received the paperwork. Do not do business with these people. Hoping corporate can step in and do the right thing and get my credits back.
Same thing happened to me! This seems like a terrible business practice! I’m looking at taking a more aggressive approach and reaching out to news outlets
Yes this is uethical and immoral especially in a health crisis.
Is there a reason why Massage Envy doesn’t pay overtime to their employees?? or shall I ask an Attorney?
Worse business practices on the planet only second to the management’s condescending, arrogant, don’t give sh*t attitude. Your problem is your problem if when they caused and created it. I purchased an $80 gift card and gave it to a friend. When the gift card was presented for payment, low and behold no value was on it. The gift card purchase was placed on my account, and I was told I used it, I had a membership, how could I have used it. Not to mention I was not even aware that the $’s were put on my account, what kind of business do this!? The embarrassed my, my friend and themselves and I will never to back and will continue to blast them every chance I get. Victor, NY location.
Just want to thank the Canton, Ohio Massage Envy & the corporate office helping to resolve my problem with a gift card I received on line.
I’ve been a member of the Laurel, Md. ME SPA for years. I’ve used the same therapist most of the time. On Dec 12th I had a massage and used a different therapist. I was told my person would be on vacation. After my massage, I left a very expensive bracelet in the room. When I called back the next day, I was told that they did not see my bracelet. I told them the value of the bracelet. The manager’s response was merely “there was nothing they could do about it.” Wow, nothing. . . no investigation. I am disheartened and dismayed that such a business where you can so easily leave property behind, would take such a position.
I am not even sure where to begin. I started the process of reporting my mother’s death in June to manager “Joshie” at the Clackamas, OR location of Massage Envy. He informed me that all of my mother’s credits could be transferred to me if I wanted to take over her membership. I agreed after he told me that he would charge me $50 a month starting in November 2018. He also reminded me that my mother had a $150 gift card on file in addition to her credits unused. I showed him the card and he concurred that was the correct gift card. He advised me that he needed a copy of the death certificate which I produced in person at a later date. When I presented it the girl-I can’t remember her name-had no idea why I was producing it and she told me that she was the manager. I gave him my credit card information and asked that any future Billings should be charged to this card. There was no charge to my mother’s account in July, but in August her charge account again showed a billing. I called and requested that it be refunded and that my card was the one to be charged for this account. To date I have not seen a refund to my mother’s account. This could be construed as fraud on my part as her credit account is part of a trust. This needs to be remedied ASAP. The next problem occurred when I presented the $150 for a partial use at a Massage Envy in Silverdale WA. I was advised by them that the card showed a $0 balance. I called and spoke with Joshie again. He advised me that my mother had come back in and transferred the $150 to 3 separate $50 gift cards. He did not know how she managed to go out the door with the gift card I have. First of all, my mother gave me the gift card over a year ago. Secondly, she has not been able to drive for over 9 months prior to her death–she insisted we keep paying Massage Envy on a monthly basis thinking they were honorable people. I now have to question this decision.
In between all of the above, I had made an appointment for October 13 with Rachelle for a facial at 3 pm. I called today to cancel this appointment as I no longer want to do business with this location. I was told I do not have an appointment for that date and time. I am sorry to say you have a real problem with the management at this location. I intend to continue doing business with the Silverdale WA location as they seem to be running well and in a more responsible and reasonable manner. I would like your opinion on all of the above events and also an explanation of how I could be robbed of a $150 gift card by local management? I have never been treated so badly, so many times by any business I have ever dealt with and I am a reasonable person. Mistakes happen but this is ridiculous.
Anette Otness
Well it seems that all these franchises have a serious problem and it doesn’t seem to have a fix. I to have had issues with one of these franchises. City Line in Richardson, TX. I signed up for a membership convinced that I would be able to use it monthly but all plans fell through so I having gotten to use any of my credits. I have 16 and have been told that I only have 60 days in which to use them. I fulfilled my obligation plus some and now I can only use them in 60 days doesn’t seem quite fair to me. You have gotten my $1000 and now I can’t use it at my leisure? I ask if they would transfer my credits to a gift card since again this is my money and it requires services to be rendered. Again, this is not our policy. I asked the manager Lori to reach out and ask the owner Bruce McGovern to reconsider and of course that didn’t;’t happen either. I am not asking for a refund and I am not asking to be able to transfer all of these to other people (which I don’t see what the big deal is because they make you pay an additional fee of $10 so they are still not losing a dime) I want to be able to use MY money that I have paid for a service that has not been provided yet. Please tell me what the damn big deal is. This makes absolutely zero since. I would like someone from corporate to at least reach out and give a reasonable explanation other than that is policy. Not an acceptable explanation. This is very poor customer service and truly needs to be re-evaluated.
I’m trying to get in touch with corporate office of massage envy. We recently discovered that we only had a few days left to use our three session credit. We are on vacation I needed to extend this please. If not we will lose $150 worth of services. Please call me as soon as possible 86494XXXXX
The initial rep who set up my membership account placed a gift card I purchase my a family member on my account. When my sister went to use the membership she couldn’t as it was deemed as used /zero balance. I was humiliated because there’s no way I’d purchase a gift and use it. My sister waiting for about an hour before she was able to be seen at the camp
Creek location. To prevent her from waiting any longer I told the rep at the camp creek location to use an available credit from my membership. I called the Sandy’s springs location that same day and was told by a Shondalyn that the location manager Robin was going to call me the next day. That never happen. Robin called me a week later but to only find out there was miscommunication she was actually out on vacation. Robin and I had a nice long conversation she wanted to make it right and gave me a complimentary credit. I was grateful and thankful for her time and she did make it right. Well weeks have gone by and the Csmp creek location could not see any comp credits on my account being issued. Me not knowing as I don’t work there, I figured that the locations systems talk to one another. I had no idea they any notes placed at location only that location can see. I just discovered this by talking to Robin on today. Initially when I called the rep stated that I had 2 credits. She asked if that’s what I had before, I told her, honestly o wasn’t sure if it was 2 or 3 however I just wanted to know if the comp credit Robin promised me was listed. She placed me on hold, Robin then gets on the line. She ask what was my call in reference to. I explained that I’m making sure the credit she “PROMISED” me was issued. She put muted the call like two different times with her rep chatting in the background as though they are already having an unprofessional conversation in regards to my concerns… Anyway, Robin gets back on the call and States that you have two credits, one from before and I went in and out in the other. Now that last statement alone brought on my frustration and confusion because it appeared that she “just” put in the credit not that it had been there. Mind you, the rep told me I already had two credits so I got infused. Do I have two credits plus the comp credit or one credit and the comp credit to equal the two? I felt like games were being played honestly and because frustrated. I hung the call and i apologize for hanging up on Robin but her tone came across as nonchalant and at that point anything she was saying went in one ear out the other. Robin proceeds to call me back and left about her disappointment and she was disrespected and was now going to retract the credit she PROMISED me a month ago. Now you tell me what kind of manager does such thing. Despite how frustrated I got she could of still tried to make it right she added fuel to the fire my leaving me that voicemail message. I’m a blogger of one of the most popular review companies. I’m going to keep the voicemail on file and if need be expose her on ever review site that listed this company particularly the Sandy springs location if no one in upper management settles this. She has the nerve to end with voicemail message with Massage envy values their customers. Oh really?! If that’s so, why leave that voicemail and retract your promise something I truly deserved for such inconvenience. Oh lastly she made me aware she is going to let Corporate know about the details of our conversation. I guess she was trying to beat me to it but that wasn’t going to stop me. That made me laugh because she has no idea. FYI, I’ll be finding a new massage company to join after using now my one last credit. People with Robins attitude give you a bad rep!
I had this same experience & had the same common sense thought about it.
How do I redeem my massages after a hiatus
Massage Envy located 9595 Six Pines Drive Suite 1430 Springs, TX 77380
(281) 466-4645 was contacted regarding an appointment that was scheduled, but I needed to cancel due to Hurricane Harvey warnings. I was told that my information was not coming up in the system. When I received the initial call to set the appointment, I provided the representative with updated information such as new address and confirmed my email address was correct. Later Massage Envy charged my debit card $55.00; when I called, I was told that none of my information was updated and I was charged for no show. I explained that I had previously called and to cancel and nothing could be found. The representative apologized and stated Monica the GM would be calling me back the same day. That was Saturday, Sept 2, 2017; to date, I have called her three times and have been told she would call me back and there was no one else higher than her position I could speak with. Not only did Massage Envy hit my bank account but caused an overdraft and will not refund the payment but they did this at a time when there was a natural disaster. No one cares for you at this location, and I will NEVER visit another place of this place. I have never been treated this way at Massage Heights. I need to speak with someone because Monica the GM is too busy for her customers.
I joined Envy 3 months ago. I Paid for a full year, they gave me a $30 dollar discount. Very nice. I have received 90 minutes massages. I was refused a massage, as I shared with the therapist during our walk to therapy room, that I had almost canceled as I had stomach pain the evening before but felt better now and that she Nevers touches my stomach anyway so all was good, she said do you have an infection, I said I will know at 100pm today, that my doctor said if I was not in pain it would be alright, she wanted a drs note. She said is she massaged me that she could move things around, I said I am not infectious, she said she could not do it.
Is that crazy or what? my Contract does not state that if you have a tummy ache with in two hours you can not be seen. I want my 9 months pre pay back, as I wish not to go there again. What about toe infection, do they ask people that, hat about sinus infections, what about gout, what about my knew replacement they saw me after 4 weeks of that.
I too wanted to reach out to corporate simply to ask a question regarding policy. Myself and my daughter have been customers for a couple of years and my son who is a minor has also had massages at Massage Envy. Everything has been great. However, today I was informed that Massage Envy changed their minor policy. If guest is a minor, parent needs to sign consent (no problem), and if minor has a therapist of the opposite sex, a parent must remain in room during massage. Now forgive me if I am naive, but … if Massage Envy is concerned about inappropriate behavior between their therapists and minors, why would they not require a parent present regardless of whether therapist is of opposite sex? I was told my son could have a male therapist and i would not need to be present but if he wanted a female therapist then I could sit in and observe (awkward as he is 16) OR it was suggested that I get a couples massage with him so that I am in the room (even more awkward). I feel like the policy should be either all or nothing. Consent covers liability OR parents present in massage room for all minors. I am so perplexed by this that I want to cancel our membership. What am I missing? So a male therapist with my son has no risk of inappropriateness but a female therapist with my son does? I just would love someone from corporate to explain this new policy to me.
So I received a 6 month gift card membership need I say anymore….they asked for my credit card I said to the young man why I have a gift card it’s to hold your session I made it known to him I did not want anything charged to my credit card as I have 450.00 on this gift card. I was told nothing would be put on the card well there’s a charge of 74.80 on my card . I called the Morris plains facility spoke to him since he is the only male there answering the phone and he told me no problem I will let my manager know and we will put it on your gift card and correct it.great.. well I decided to go there to make sure I was greeting a credit on my card nope. Can’t do that I was told. I flipped ..I told her I want my card taken off the account because I have a 350.00 balance. She told me she can’t. WTF???? Never again ..
One of your employees sent me a link to submit my cancellation via google docs.
I filled out the contact paperwork on 7/11/17 and was notified via email that I would be contacted by phone within 48 hour.
I never received a call. I submitted the contact paperwork again on 7/14/17, received the same email and twice was never contacted by ME.
Very unprofessional.
I am sending my cancellation letter to your Yorba Linda location as requested by my signed contract instructions. Please process it effective immediately and send a confirmation that you received this email. If you have any questions, feel free to call.
COPY OF MY CANCELLATION LETTER TO YOUR YORBA LINDA LOCATION
Massage Envy 7/17/17
Yorba Linda
20499 Yorba Linda Blvd
Yorba Linda, CA
Notice of Cancellation
Please be informed that I will not be renewing my contract with Massage Envy after my contract ends on 8/10/17.
RE:CAORC20002835
Name: Sandy Sligar
Initial Term Began: 7/10/16
Term Ends: 8/10/17
I would like a confirmation that you have received and processed my cancellation.
Thanks
Sandy Sligar
Sandy Sligar
Yorba Linda, Ca 92886
714 273-****
I purchased two massages this past Christmas and received a bonus $50 massage certificate. The certificate was placed in an envelope and handed to me without notice of the expiration date. My husband tried to schedule three times but a spot was “never” available. He finally made an appointment without telling them about the card and got a spot. When getting the card out he noticed the expiration date and called to see if they would honor it because of the above processes. He was told it was backed by Corporate and thus there was nothing they could do. When asked for the corporate number, they said there wasn’t one but offered the Regional Head – Brian Quinn’s number instead. If corporate was the only one who could do something – why would I need to speak to Mr. Quinn. I looked up the corporate number online and then posted this for public consumption. I will be calling Monday. For the person who said there should be a class action – there was and that’s why you now have 60 days to complete back massages before you cancel.
A desert paradice for the offices that oversea the retail endof your purchase rather tan the accual “shiatsu” (pressure Point) “chiropractic” {bone) see a reproductive endocrinologist for the lower extremities of your husbands inquirery.
I called corporate office several times 2 weeks ago. You are only able to leave a message on voicemail. There has been no attempt made to return my calls. Also, the Delafield, WI location manager, Rachael, promised to call me back “on Monday” TWO Fridays ago when she had to “go to go pick her sister up” at 4:20 on a Friday. I’ve yet to hear from her either. There is NO customer service.
i have been a member for almost 2 yrs. it took almost a year fro them to transfer my membership from where i opened it while traveling to where i actually live. i received a notice that my membership was suspended for visa refusal, which turned out to be on the fault of massage envy. they told me that the 7 massages they owe me would not be honored since my acct was suspended. the manager told me she would call me and get a new card, but never did. now i haven’t been able to get a human on the phone for a week. # i just found out that they did process a payment so i want to finish up all the massages they owe me and get out. my girlfriend booked us 2 massages last week, showed up on time, office closed. sunday at noon. no phone call to tell you they’re closed, no apology, nothing.
I just sent an email to corporate and then read the comments from others. WOW! This company needs to be brought up before the BBB and any other regulating agency. I cannot believe that what they are doing and have done is legal. I have had similar experiences as stated by others so it sounds like it is not just one store but a corporate policy. For a business that is in the business of providing customer service they sure miss the mark. Makes one wonder why they have hung in there as long as they have. I guess there are just a whole bunch of us suckers out there.
Class action suit just might make them sit up and take notice that good customers become bad ones when treated poorly.
Update to my previous submission:
Massage Envy has stepped up to the plate and made things right with me after I had sent them an email outlining my complaints. Completely renews my faith in the company that I first new seven years ago. I had zero hope in getting any resolution to my several issues and all issues were addressed and an agreeable solution was offered. So not all is bad and there is hope. Just have to reach someone who cares about their job enough to make the customer happy.
Who did you work with? I too have lost hope & was simply looking for resolution to legitimate issues I experienced with non existent customer service.
The monthly membership rate increase for original members seems rather excessive (up by 33%). The whole incentive to join in the early years was to “Lock in your monthly membership rate”. Original members experienced the first membership rate increase (up 26%) from the original membership rate of $39. However a 33% increase from January of 2016 is a lot, not to mention, there are other massage organizations, in our area offering a better rate…! I can honestly say I have never considered going someplace else since becoming a member in 2008… I can’t make that same promise today. Increasing the membership rate by 33% seems greedy and greedy does not look good look on any organization.
Here another insult to that greedy price increase. I was just at my Massage Envy and overheard them trying to talk someone into membership. Their pitch. If you apply right now you can get membership for a monthly rate of $50. So they raise the price of their loyal customers and give new members your old price. So I have decided to cancel my membership. Another kicker. I had a major surgery last year and couldn’t go for quite a while, so I have quite a few massages built up. If I cancel, I have only 60 days to use (or lose) all of my built up massages which there is no way I can get done. Word to the wise. Do not sign up for membership with Massage Envy. You will be sorry at some point.
You have 60 days to use your missed sessions? I was told by staff that if I cancel, I lose my 5 sessions I had “banked” and could not use them. I just emailed corporate my situation and hope to hear back.
I MADE A RESERVATION 10 DAYS AGO FOR MY DAUGHTER AND I TO RECEIVE MASSAGES TODAY WHILE I VISITED HER IN WASHINGTON STATE. WE WERE CELEBRATING HER BIRTHDAY AND LOOKING FORWARD TO REDUCING THE STRESS WITH HER ONGOING EFFORT TO FIGHT BREAST CANCER. THE LOCATION AT BELLEVUE EAST GATE CALLED AND CANCELLED OUR APPOINTMENT WHILE WE WERE TRAVELING TO THE LOCATION 20 MINUTES PRIOR TO WHEN WE WERE TOLD TO ARRIVE. THE REASON FOR CANCELLATION – UNDEPENDABILITY OF THE MASSEUSE. I WAS TOLD THERE WAS NO OPPORTUNITY FOR THE LOCATION TO RESCHEDULE OUR APPOINTMENT AND FURTHERMORE, I WAS CHARGED A TRANSFER FEE BECAUSE I WAS USING MY MONTHLY CREDITS. VERY DISAPPOINTED WITH THE LACK OF SENSITIVITY AND CUSTOMER SERVICE ON WHAT SHOULD HAVE BEEN A RELAXING DAY OF CELEBRATION WITH MY DAUGHTER. THERE ARE CERTAINLY OTHER OPTIONS FOR MASSAGES IN TODAYS COMPETITIVE ENVIRONMENT AND YOUR CORPORATE OFFICE SHOULD BE AWARE OF ISSUES OCCURRING LIKE THESE WHICH COULD EASILY BE AMPLIFIED WITH SOCIAL MEDIA. I DEFINITELY HOPE YOUR CORPORATE RESPONSE TO MY CONCERN UPHOLDS YOUR VALUE ON CUSTOMER SERVICE.
How many times must a person call and leave their number , name , and a message before you people actually return a call back ?? You have the worst customer service ever . It sucks
AGREED! Is it even a working number? Did they forget they have the outgoing voicemail & just never check for messages?
The worst customer service EVER. I bought memberships for 4 friends and ME can’t tell how many sessions they had left. Also would not transfer one membership to me because the person is DEAD!!!! All of this bulls**t with a side dish of total attitude. THEY TREAT CUSTOMERS LIKE S**T.. I have never experienced anything like this ever. BTW in case you are wondering, this location is in Wayne, PA in Gateway shopping center.
Legal action is coming. I am an attorney so no skin off my nose. Get ready to go to hell and back. There is my side dish of attitude.
I cancelled my membership over Two and a half months ago however I am still being charged for the monthly membership. I have been charged twice since my cancellation. This needs to stop NOW and both charges reimbursed back to my account. Please contact me with immediate resolution on this matter.
I sent this letter back in October and still have no response. I will fax it one more time to Corp Head and based on response will decide whether or not I renew my contract in the future.
10/15/2016
Massage Envy
14350 N 87th St #200
Scottsdale, AZ 85260
I joined Massage Envy eight years ago. The terms included a monthly fee of 49.99 a month for twelve months, renewable month to month thereafter, until I cancelled my membership. I was told that the monthly fee would be honored as long as I remained a member, but if I cancelled our agreement and rejoined at a later date, I would have to pay the most current monthly fee (most recently 59.99). At no point did I cancel my membership and you have honored your agreement with me for the past eight years.
The other day I was told the annual fee was increasing to 65 a month; that the 49.99 monthly fee would no longer be honored, but I had the option of signing a new contract at the current rate of 59.99. That rate would be honored for one year and afterwards would be raised to 65 a month. Also your hourly rates have increased. I signed a new “annual” contract but acknowledge that there is little financial incentive, based on the competition in my area, to remain a member.
This all is in violation of what was communicated to me when I originally joined ME and after reviewing my original contract I see no language to indicate that you would not continue to honor our original agreement. I feel there was no reason for me to sign a new contract with you based on what I consider a misrepresentation of the terms of our original agreement.
What gives? All faithful, “original” members around me are asking the same question and are equally perplexed over why their agreement with you is not being honored… we all know what we were told… also the therapists are being saddled with complaints and anticipate their client base will be dwindling…not so much because of the price increase, but due to the appearance of an impropriety. For these reasons, I feel less “comfortable” being a member of ME. Aside from anticipating still another class action suit against your organization, you’ll probably lose the “good therapists” and their customers right along with them.
This is my first attempt to get more than a glib explanation for why this has occurred. I was told that once I was in the month to month phase of my contract I was “fair game” for a price increase. Later I realized if this was true, that my rate should have changed more than five years ago. Once I contemplated this response, I realized that clearly this was no more than an attempt to impose rate changes in violation of our agreement and you have unfairly left your “front line management” with a weak argument as justification. Now I feel I signed a new contract under false pretenses.
I am eager to hear from you. It is possible (although not likely) that the original/long term members at my location in Cary, NC that have taken issue with this have had a basic misunderstanding of your policies all along. I am confident your personnel, both administrators and therapists, had a clear understanding of what customers were originally told at the time they joined.
As a next step I plan to pursue this inquiry through your state’s Attorney General.
Betsy G. Higgins
My original letter included address and telephone number but since this is a public site I have omitted in this message. You may reach me by email.
Anybody interested in a class action suit?
I called to schedule a facial and shoulder massage, the gentleman who answered the phone was very nice and very professional, however after he asked if I had a gift card and took my name he informed me there was a notation on the account that the gift card could not be used at that location. I inquired why and was told he would call the franchise owner and get back with me in a few minutes. I waited 3 hours and no return call. I called back to talk to another person. This woman told me that I was unable to use my gift card a any FW location, I then asked for a refund and was told no it was against policy.
This gift was given to me by my daughter who was an employee when she purchased the card. My daughter quit after the owner denied her commission bonus owed to her because she had missed a day of work after getting into a car accident during bad weather on her way to work. I had never talked to Amanda Tokos, I have never met Amanda Tokos nor I had never been into a Massage Envy. Amanda Tokos had no idea I was Madison’s mother she simply knew that Madison had purchased these gift cards and was going to punish her for quitting.
I did demand that the Franchise owner call me to get to the bottom of the matter. She laughed, told me it was her right to refuse service and that I could use them at any other location. The next nearest location is almost 2 hours away! I again asked for a refund to which she refused. My 20 year old daughter paid $225 of her money for this card plus a $30 bonus coupon, so my gift was valued at $255.
I am now asking if this amount is worth the amount of bad publicity that it is going to get? When a person has a gift card to a franchise there is a perceived acceptance to use that card a any location. Now, I am sure Ms. Tokos will put her spin n the situation but I ask you, Why would I book a service if I had ill will toward a business? I would not allow them to touch me if I thought I would receive a bad service. This is just bad business all the way around. Is $255 worth all the bad publicity this will bring? Is this retaliatory and vindictive behavior indicative of good management skills? Ms Tokos is behaving in an acrimonious, juvenile manor.
I bought my wife a gift certificate to use. After multiple cancelations by the oceansude locations she finally got her massage. Then a month later they charged me 69 dollars. I have been trying for over 6 months to get my money back. F**k these people. I am uo to sue.
Yes. The same thing happened to me. I initially signed a contract three years ago for $59.00 a month. My monthly payment now is $65 per month.
Yep!
If you want to feel appreciated and not like a membership, stay away from Burlington massage envy.
When this location (O’kelly Chapel Road in Cary NC) first opened I had a massage there and was told about how great the membership program was and how easy it is to freeze your account etc. After having issues with my credit card and bank I found out that my payment had not gone through for 4 months. When I found this out after looking online and seeing that I did not have a membership I called to make a payment. I wanted to make sure that I did not lose any massages that I had accrued and asked about it. I was told multiple times that someone would get back to me about it and no one ever did until I called multiple times in one day. I was then told that I had to pay for every single month I had missed in order to activate my account and if I didn’t pay within a month my account would be canceled and I would lose everything I had accrued. This was the first time I had ever been told this and I was shocked that I had to drop hundreds of dollars or lose hundreds of dollars in massages. After speaking to the manager her excuse was “the management at the time was not very good” and her only compromise was for me to make one payment and lose three massages I had accrued (mind you I hadn’t accrued any during the time that my account was suspended nor could I or did I use any services). So I would still be paying for something that I was never told about. I was then talked to as if I were ignorant and that maybe the owners could “explain things to me better.” It is not my fault that the past management was “not very good” and I am losing hundreds over something that I had no knowledge of and was not given any information on even after having a membership for at least one year. I was given false information and not given any information regarding various policies. The manager also claimed that she “had no corporate contact information.” That I obviously found online. I have filed a complain with the Better Business Bureau and wish to resolve the issue by simply not having to pay hundreds of dollars for months that I did not use or receive any services. After paying for this month I could move forward now knowing of this policy and keeping a closer eye on my payments and credit card information to prevent this from happening again. I was unaware that my credit card had been continuously not going through after I thought I had resolved the issue months ago.
I do not think that a customer should be responsible for something that they were not given any information on even after being a member for at least a year. O also did not receive any warnings or emails about my payments not going through or that this would happen or that my account would be canceled after 5 months.
Dear Corporate,
I have contacted my local massage envy on Ninth Street in Durham, NC and also contacted you, corporate, via phone(Had to leave a vm). I am writing in regards to the lack of appt availability, the lack of customer service in the office, and the rude email response I just received from the Clinic Manager relative to my cancellation of membership. I have been a member for about 5-6 months. I have tried 4-5 therapists. After the 2nd therapist i complained to the front desk, was offered “essential oils” on my next appt for the disgusting hour long smell i had to endure for that massage. The next visit i did not receive “essential oils”. I complained yet again..nothing was said or emailed later regarding this matter. I had a decent massage the next visit, and I have since had “no appts available” with this one technician i was finally referred to after the terribly disappointing sessions over the last several months. I have since decided massage envy and their membership program is not at all worth the money, nor the time to participate. I have yet to enjoy or relax at the massages. I decided to cancel. You have to do this with the local clinic. She faxed over some papers i sent them directly back. Today i am told I WAS CHARGED a prepaid appt for a cancellation i had to do as i never received a reminder email or call about the said appt. When i felt i may have had an appt that day, I called in and she said “yes you do its in half an hour”. This clinic manager wrote an email regarding how many credits i have remaining. Doesn’t match what i had, she rudely said……I was charged a prepaid for cancelling the appt i received no reminder of given the length of time i had to wait to get said appt. Do not waste your money on this clinic….I am waiting for a reply from corporate phone call, still havent received a call back. This place is just as the reviews state…..unprofessional and NOT relaxing. It’s loud, and smelly. I found ONE technician who’s effective and she has a very limited schedule. Avoid this clinic!
I have sent this complaint to corporate and directly to the location twice and I have yet to hear back from anyone.
Our appointment was canceled 10 mins before my boyfriend and I had scheduled our couples massage. We had booked a couples massage at your location as a birthday gesture for me on 1/18/2017 at 2pm. As we are arriving at the location we received a call and I was very surprised to hear that our appointment was being canceled. My boyfriend and myself took time off from work to make this appointment, we had never been to your location before. The person who called offered zero apologies for the huge inconvenience. The lack of customer consideration left me shocked. This was completely unprofessional and I am filing a formal complaint here and with corporate I do understand this is a franchise location, the owner should be made aware of this lack of professionalism. This cancelation didn’t inconvenience one customer it inconvenienced two people. My contact phone number is listed below, or you can respond via email
I was a member of the youree Drive Shreveport, LA location and I relocated and had other issues that hindered me from using my 9 paid massages. I totally understand that I signed a contract and the manager informed me today that I was given 90 days to use them. I wasn’t aware of that until today and of course if I had been able to use them I would have. No one in their right mind would pay for 9 massages and let the company have them without services being rendered. The company wouldn’t be giving me anything that I didn’t already pay for so why not make exception and honor the paid massages? The only reason I can see for not making an exception is that you never really wanted my business to begin with and the company doesn’t value me as a paying customer. I haven’t lived in Louisiana in over 2 years so I wouldn’t be visiting that location if the massages were honored.
This is my 2nd time having a membership with massage envy but the first at this location. I can truly say that my first experience with the Wilmington, NC (monkey junction) location was great which led me to try again at this location which was a huge mistake. I know that massage envys are independently owned the poor customer service at this location exemplifies that!
I will be sure to post and tell anyone that I come in contact with about my very disappointing and unbelievably horrible experience with this location.
Sincerely,
Chenique Williams
813-458-XXXXX
You are but a mere membership(Member) in the ME business, the only thing that is truly wanted is your ?. One would be lucky enough to come across a good massage therapist/esthetician to receive an exceptional service from… So, if you enjoy fluctuating prices; go on down to your nearest massage envy. “ Where the prices are high, and morale is non-existant!
I RECEIVED A $150.00 GIFT CARD BY EMAIL ON DEC 24 HOW DO I GET THE ADDITIONAL PROMOTIONAL $50.00 CARD AFTER CALLING MY LOCATION 2 AND ANOTHER 2 I CAN NOT GET AN ANSWER. I CALLED CORPORATED OFFICE 2 I GET A ANSWERING MACHINE.
The customer service at the Chagrin Blvd, Beachwood Ohio location, is so horrible it’s mind blowing. I believe the girl I spoke to was Tiffany. Why would a company allow someone with such a disagreeable, unprofessional, and unpleasant temperament, to represent their company? I never even made it there to get a massage because I was so turned off by my phone call experiences. I have a gift card that I will be throwing away. Don’t care to use it. At ANY of your locations.
Customer service at Alamo Ranch location in San Antonio SUCKS!!!! Will be filing a complaint with BBB if i am not allowed to change location or cancel contract.
To Corporate,
I have been with Massage Envy for a very long time and was excited to become a member I felt like it was a luxury and it set me apart from many in my circle. I even encouraged friends and family to enroll. My issue is that I do not have the ability to gift any session to anyone at anytime. The current policy is that I can only give a session as a gift once a month. This year I was diagnosed with triple negative breast cancer. I acXXXXulated at least 15 session during the time that I was not using them. It would have been ideal to gift them after this ordeal to my friends and family who were supporting me through this stressful period after all that is what I thought was one of the benefits from getting a massage. When I inquired about doing so I was told that the most I could do is freeze the account and to do so I would have to pay $10 for the convince. But in the meantime in order for me to receive a season the account has to be active. How is someone suppose to catch up with that many sessions with these terms? and the service charge has increased. Massage Envy has over a thousand dollars of my money for service banked. It was taken every month from my account with no issues. This same money could have been used for the expensive treatment that is needed to fight cancer. Because of this I will be canceling my account and not resigning and discouraging everyone I meet who is thinking about enrolling to not do so.
PS:
Message Envy claims to have services that care about people and invite them to relax, release and heal. On your site at the moment it says you can buy happiness. But then on the back side the company causes financial stress and disparity due to current nonnegotiable polices.
I am in the same boat with 13 sessions under my belt they have this “active freeze” for additional $10 for each already prepaid sessions. I agree they will not have my business moving forward and I will not only not recommend a membership, but inform everyone of the trap they have us under!!!!
Sorry to hear about your health I wish you the best in your recovery!
I have also been in situations where I acXXXXulated over 12 sessions .. When I was able to start back I booked two hour sessions every week for 6 weeks. I was totally rejuvenated by the end of the 6 weeks and now I always book 90 min or 2 hour sessions. 60 minutes just isn’t enough. Now with facials & stretches it would be even easier to use 2 credits per week. Sorry you had a bad experience but remember, these are franchises and not all franchise owners are created equal. I originally signed in Georgia and now I am in Florida. Never had any issues at all.
Sandy,
I’m telling EVERY person I encounter EVERY day about the ridiculous treatment I’ve received from this circus. There are too many others to choose from. Massage is an easy enough topic to bring up & I am hellbent on sharing to keep others from using Massage Envy.
To whom it does concern, at Massage Envy; 23 Nov. 2016
I am D. Nicole Johnson Starr. It has taken me years to get to the point where I could write to you, in reference to an experience I had in 2008, with the Massage Envy in American Fork, UT. I used to go there very frequently with my daughter. Now that I have returned to the valley, after multiple deployments overseas, it stares at me in the face again, a nasty memory without closure.
As a single mom, this was a major treat for us. I would save up for a long time just to get an appointment for us. We started going to massage appointments when my daughter was about 2. I remember I would work hard to get the money. But, by 2008, things had changed for the better. So, I decided to make an investment and purchase a year’s worth of massage for my daughter and me; at the time we were going weekly and really liked the Massage Envy in American Fork, UT. Purchasing certificates would also give me gifts I could give to friends or allow me to invite others to our experiences, her friends and mine, something I was prone to do frequently.
Not long after purchasing them, and before I could use any of the certificates, I found out I was deploying for a year or longer to Afghanistan. When I called, I was assured the gift certificates would be honored upon my return. Exactly opposite occurred and I never received a refund. I was livid.
It has taken me a long time to come forward and it has cost your company thousands upon thousands of dollars in business. One, I have a large number of friends/acquaintances who now will no longer go to any Massage Envy because of this experience. Two, I have consistently continued doing massage for my daughter and I elsewhere, paying more. I have used The Kura Door, Homestead, the Zermatt, and Snowbird Resort’s The Cliff Spa, to name just a few of the other locations I use here in UT, instead of Massage Envy. And, while I will never repeat this experience of buying gift certificates in advance, I still bring friends with us when we go sometimes for spa parties. You can do the math for yourself. I have lived all over the US between now and then, sharing this experience.
I do not expect anything from Massage Envy; this is closure for me, so I can let this go. But, I shall continue to make sure everyone knows they should NOT use Massage Envy, ensuring they are enlightened about my disastrous interaction with Massage Envy. This includes in other states and strangers, the veterans with whom I work, and the business partners with whom I regularly associate.
Customer service and integrity are important in business. Your company not only broke my trust but stole from me, at a time when money was still not flowing smoothly. You took advantage of my military deployment to dishonor your agreement, and you disappointed me and my daughter, loyal customers at the time. It will never be forgotten.
Very respectfully,
D. Nicole Johnson Starr
AWFUL!!
I noticed on my credit card statement that ME’s monthly charge went from $59 to $65. Why weren’t members notified about this increase?
JH
I called Massage Envy @ Southpoint#414 8202 Renaissance Parkway Suite #111 Durham, NC 2771 on August 25 & told them that EFFECTIVE IMMEDIATELY I want to CANCEL MY MEMBERSHIP. I will be going to a PROFESSIONAL MASSAGE THERAPIST at DUKE HOSPITAL in the future.
I WAS NOT able to speak to the manager, the person I spoke to on the phone said I CANNOT CANCEL MY MEMBERSHIP UNTIL APRIL 2017. THIS IS NOT GOOD ENOUGH.
I joined this Massage Envy & was initially going once a month. I have a number of disabilities, walk with a walker & use a small Service Dog. On March 29, 2016 I was in an auto accident that has resulted in chronic neck pain. I found that the massage was the only thing that helped with the neck pain. Soon after joining I received the services of a therapist named Rebecca. I really liked her & felt so much better after treatment with her. From that point on I always made my appointments with Rebecca. Since I was receiving so much benefit from the massage I increased my visits to 2x a month.
The last time I saw Rebecca I went to make an appointment in 2 weeks but was told that Rebecca would be on vacation for several weeks. I took the next available appointment with Rebecca which was August 23, 2016 at 1pm.
I could have seen someone else in Rebecca’s absence but because I worked with Rebecca for so long I felt she knew my body & my needs so I preferred to wait for when she returned.
On August 22, 2016 I received a message (I was not at home) from Massage Envy at Southpoint confirming my August 23, appointment with Rebecca (they said the appointment was with Rebecca) at 1pm.
Another doctor I see had a schedule change & could not see me at my appointed time. His office called me on the morning of August 23 & said that they had a cancelation that afternoon for 1:20 pm. I told the “NO I had a 1 pm appointment”. Knowing Massage Envy’s policy that I only had until 10 pm the evening before my appointment to cancel I knew I COULD NOT change the Massage Envy appointment. I could not schedule this doctor until September 6, 2016.
The past 2 weeks have been extremely stressful & frustrating for me. One of the issues has been treatment professionals changing appointments at the last minute. I really was feeling disrespected. There also are some issues where I am living with a new community manager recently hired, again this elicited feelings in me of being disrespected.
On August 23, 2016 after a rather heated discussion on the phone with the community manager that left me feeling frustrated & angry I left for my appointment at Massage Envy with Rebecca.
As I always do I arrived early, I took my Service Dog for a walk then headed to Massage Envy. None of the regular workers were at the desk, no one knew who I was – the regular workers know me. I gave my name but that DID NOT help I was informed that their computers were not working. They asked who I was scheduled to see & I said, “Rebecca”. That was when I was informed that REBECCA WAS NOT IN but if I waited “a bit” SOMEONE ELSE WOULD SEE ME.
After all the DISRESPECT I have suffered these past weeks THIS WAS MORE DISRESPECT. If I wanted to see someone other than Rebecca I WOULD NOT have waited for her to return from vacation before making a follow up appointment. I would have seen someone else in her absence. I DID NOT want to see anyone but Rebecca which is why I DID NOT schedule with another therapist when she was on vacation.
Given that my appointment was at 1 pm – there were HOURS in which Massage Envy knew that Rebecca WAS NOT IN. The should have called me & given me the option of coming in or not.
I considered calling Massage Envy to see when Rebecca would return but I HAVE DECIDED NOT TO RETURN TO MASSAGE ENVY & WILL BE CALLING THEM LATER TO CANCEL MY MEMBERSHIP. I WILL NOT GO TO ANY MASSAGE ENVY IN THE FUTURE AS I FEEL THIS WAS VERY DISRESPECTFUL & INCONSIDERATE.
Furthermore, I WILL NOT recommend Massage Envy to anyone I know now or in the future.
I have ALWAYS been very happy with Rebecca’s services but after waiting WEEKS for her to return from vacation before making an appointment, having this appointment with her confirmed the day before then arriving to find out she WAS NOT in I NO LONGER WANT TO BE A CLIENT OF MASSAGE ENVY.
If you do not WILLINGLY CANCEL MY MEMBERSHIP I WILL INFORM MY BANK TO NO LONGER ISSUE PAYMENTS TO MASSAGE ENVY.
I had the option of seeing another massage therapist while Rebecca was on vacation but I chose not to do this because I had a good working relationship with Rebecca. I was told that Rebecca would be returning from vacation on Monday August 22 so I made an appointment with her – SPECIFICALLY for August 23. On August 22, this Massage Envy location called me & CONFIRMED my appointment with REBECCA. I had to forgo a medical appointment to keep this appointment with Rebecca. It was not until I arrived at this Massage Envy at my scheduled appointment time that I was told Rebecca was not in. Also on the day of my appointment the computers were not working at this location.
THE WAY I WAS TREATED WAS UNPROFESSIONAL & DISRESPECTFUL & I NO LONGER WANT TO DO BUSINESS WITH YOUR COMPANY.
ARE YOU GOING TO WILLINGLY CANCEL MY MEMBERSHIP OR SHOULD I CONTACT MY BANK & REFUSE ALL FUTURE REQUESTS FOR PAYMENT FROM MASSAGE ENVY?
Peg Meerkatz
(984) 888-XXXXX
I called Massage Envy Corporate Office on Tuesday, August 23 & sent the Corporate Office and email on August 24 – TO DATE NO ONE HAS GOTTEN BACK TO ME.
I called Massage Envy @ Southpoint#414 8202 Renaissance Parkway Suite #111 Durham, NC 2771 on August 25 & told them that EFFECTIVE IMMEDIATELY I want to CANCEL MY MEMBERSHIP. I will be going to a PROFESSIONAL MASSAGE THERAPIST at DUKE HOSPITAL in the future.
I WAS NOT able to speak to the manager, the person I spoke to on the phone said I CANNOT CANCEL MY MEMBERSHIP UNTIL APRIL 2017. THIS IS NOT GOOD ENOUGH.
I joined this Massage Envy & was initially going once a month. I have a number of disabilities, walk with a walker & use a small Service Dog. On March 29, 2016 I was in an auto accident that has resulted in chronic neck pain. I found that the massage was the only thing that helped with the neck pain. Soon after joining I received the services of a therapist named Rebecca. I really liked her & felt so much better after treatment with her. From that point on I always made my appointments with Rebecca. Since I was receiving so much benefit from the massage I increased my visits to 2x a month.
The last time I saw Rebecca I went to make an appointment in 2 weeks but was told that Rebecca would be on vacation for several weeks. I took the next available appointment with Rebecca which was August 23, 2016 at 1pm.
I could have seen someone else in Rebecca’s absence but because I worked with Rebecca for so long I felt she knew my body & my needs so I preferred to wait for when she returned.
On August 22, 2016 I received a message (I was not at home) from Massage Envy at Southpoint confirming my August 23, appointment with Rebecca (they said the appointment was with Rebecca) at 1pm.
Another doctor I see had a schedule change & could not see me at my appointed time. His office called me on the morning of August 23 & said that they had a cancelation that afternoon for 1:20 pm. I told the “NO I had a 1 pm appointment”. Knowing Massage Envy’s policy that I only had until 10 pm the evening before my appointment to cancel I knew I COULD NOT change the Massage Envy appointment. I could not schedule this doctor until September 6, 2016.
The past 2 weeks have been extremely stressful & frustrating for me. One of the issues has been treatment professionals changing appointments at the last minute. I really was feeling disrespected. There also are some issues where I am living with a new community manager recently hired, again this elicited feelings in me of being disrespected.
On August 23, 2016 after a rather heated discussion on the phone with the community manager that left me feeling frustrated & angry I left for my appointment at Massage Envy with Rebecca.
As I always do I arrived early, I took my Service Dog for a walk then headed to Massage Envy. None of the regular workers were at the desk, no one knew who I was – the regular workers know me. I gave my name but that DID NOT help I was informed that their computers were not working. They asked who I was scheduled to see & I said, “Rebecca”. That was when I was informed that REBECCA WAS NOT IN but if I waited “a bit” SOMEONE ELSE WOULD SEE ME.
After all the DISRESPECT I have suffered these past weeks THIS WAS MORE DISRESPECT. If I wanted to see someone other than Rebecca I WOULD NOT have waited for her to return from vacation before making a follow up appointment. I would have seen someone else in her absence. I DID NOT want to see anyone but Rebecca which is why I DID NOT schedule with another therapist when she was on vacation.
Given that my appointment was at 1 pm – there were HOURS in which Massage Envy knew that Rebecca WAS NOT IN. The should have called me & given me the option of coming in or not.
I considered calling Massage Envy to see when Rebecca would return but I HAVE DECIDED NOT TO RETURN TO MASSAGE ENVY & WILL BE CALLING THEM LATER TO CANCEL MY MEMBERSHIP. I WILL NOT GO TO ANY MASSAGE ENVY IN THE FUTURE AS I FEEL THIS WAS VERY DISRESPECTFUL & INCONSIDERATE.
Furthermore, I WILL NOT recommend Massage Envy to anyone I know now or in the future.
I have ALWAYS been very happy with Rebecca’s services but after waiting WEEKS for her to return from vacation before making an appointment, having this appointment with her confirmed the day before then arriving to find out she WAS NOT in I NO LONGER WANT TO BE A CLIENT OF MASSAGE ENVY.
If you do not WILLINGLY CANCEL MY MEMBERSHIP I WILL INFORM MY BANK TO NO LONGER ISSUE PAYMENTS TO MASSAGE ENVY.
I had the option of seeing another massage therapist while Rebecca was on vacation but I chose not to do this because I had a good working relationship with Rebecca. I was told that Rebecca would be returning from vacation on Monday August 22 so I made an appointment with her – SPECIFICALLY for August 23. On August 22, this Massage Envy location called me & CONFIRMED my appointment with REBECCA. I had to forgo a medical appointment to keep this appointment with Rebecca. It was not until I arrived at this Massage Envy at my scheduled appointment time that I was told Rebecca was not in. Also on the day of my appointment the computers were not working at this location.
THE WAY I WAS TREATED WAS UNPROFESSIONAL & DISRESPECTFUL & I NO LONGER WANT TO DO BUSINESS WITH YOUR COMPANY.
ARE YOU GOING TO WILLINGLY CANCEL MY MEMBERSHIP OR SHOULD I CONTACT MY BANK & REFUSE ALL FUTURE REQUESTS FOR PAYMENT FROM MASSAGE ENVY?
Peg Meerkatz
(984) 888-XXXXX
By reading all the above comments I see it is pointless to mention my complaint. Just know that I will not set foot in ANY of these facilities EVER Again…. It is sad that customer service is obviously not a priority.
Same comment as above…not all franchise owners are the same.
Same!
I have a membership with Massage Envy, with 19 unused massages/facials available to me. I recently gave 3 of my massage/facials to friends, paying the additional $10.00 per person. Today, I called in to arrange this again, and I was told I have to wait 6 months before these individuals would be able to again be treated by me, using my prepaid massage/facials. This is as ridiculous policy change! This is my money, and I should be able to use these myself or give them to friends, regardless of the frequency of their visits at my invitation. I have suspended payment for additional massages/facials and will use my remaining ones, then I plan to permanently close my account and share this ridiculous policy with all my friends. I have been happy with this company until you decided to implement this rule, which doesn’t allow me to use my prepaid banked massages/facials as I have been able to for years. The only reason I would change my mind about this would be if you were to implement this new rule for new members only, and protect the original agreement you made with your valued current members. Otherwise I’m done with your company and your attempts to dictate how I use my money so that you can use it and me as your marketing ploy for trolling for new customers. I’ll be sure to spread the word about this invasive treatment of your long time customers.
Sadly, there is nothing envious at Massage Envy Imperial Beach, CA. I’ve been working with the Imperial Beach location to correct an issue with my elderly mother for over 2 months now. I feel bad for the professional massage therapists who do a decent job, when the management, front desk staff, and customer service fail to deliver and take ownership of their mistakes.
The customer service is just not authentic and they refuse to address questions when asked, in-person and on the telephone. Not sure if they were trained to do this, but it is apparent that multiple staff do the same thing and saying “Sorry” over and over for everything is NOT good enough and doesn’t correct anything. If you were doing your job, you would not have to say sorry so often.
An example of bad service: I witnessed the Front Desk person ignore my elderly mother’s questions that she repeated to the Front Desk person 5 times, and I repeated the question after her 3 times to see what he would do. Apparently, he did nothing and I told him that I was going to correct his error later. After a few days, I was able to get him on the telephone and he said “I didn’t know how to answer that question…it was a management question”. It still doesn’t answer why you ignored a customer standing in front of you. Basically, it’s horrible customer service.
More importantly, the management has not answered or followed up on an email and questions that were addressed regarding the account, i.e. duplicate monthly charges, extra service charges, transactions, etc.. Where is the follow up or at least confirm that you received a customer’s email.
What seems to be a quick fix and easy to answer questions, should not take months to correct or to get feedback. Ignoring a customer is worse than fixing the problem.
Massage Envy needs better training AND the Policy needs some serious updating. It’s not focused on the customer, it’s focused on Massage Envy making money ONLY. It’s obvious. Most importantly, the entire staff needs better training, especially when taking memberships from the elderly. If not resolved soon, it will be sent to an advocacy group for elderly, reported, and investigated.
I have been a member for 6 years.
I would like to request that new music be played. I find that every time I go, it’s the same music. A new station works fine with me!
I would also like to ask why it seems to be that the employees wear all boring dull colors? Why couldn’t they wear scrubs? Professionals wear them in the hospital and I would think it would be more comfortable.
Can I also ask why the clinics have dull boring colors on all the walls? One solid color would be best.
PLEASE to talk to the employees about their ideas-some are probably well worth listening to!
With regards to the music- Each franchise decides what music source to use so if you go to a different massage envy you most likely will hear a different set of music.
With regards to the uniforms- Massage Envy Corporate decides what the employees wear and the boring mauve goes along with the color scheme of the decor so…
With regards to the dull boring colors on the walls. Purple seems to be the theme and the interior design as well as the logo are determined again by Corporate.
There is not much anyone working at a Massage Envy can do to change these things. Corporate sends out minions to inspect the locations regularly to make sure everything is purple and boring.
I went in for my massage today and am extremely offended! The therapist refused to do my massage because I smoked a cigarette before going in for my appointment! I have been getting my massages there for over a year with isabelle and never had a problem. They gave me a therapist named MJ for today and she said that she couldn’t do my massage because I smoked a cigarette! I have never been so offended in my life! I will never return there again and I will not recommend anyone I know to go there!!!
You should not be offended that someone was not willing to touch you because of your smell. Cigarette smoke is offensive to many of us and so some may cause and allergic reaction. In the future consider this before being offended for offending.
Agree with Harmony. Offensive & people do have allergies & physical sensitivities.
My experience is with the Massage Envy in Westborough MA. The “membership” is a scam to get you to pay for massages that they will not provide.
Massage Envy did not deliver the promised services — they cancelled my appointment because a therapist was “not available”; they were unable to schedule appointments for me because therapists were “fully booked”; and now they harass me to pay for more massages that they will not deliver.
They did not provide the massages that I already paid for, and were unable to accommodate my requests for appointments; and, I just received a collection notice from a bill collector demanding that I pay for even more massages that I will not receive.
So it seems that their business model is a scam. I have demanded a refund and plan to file a complaint with the Attorney General’s office so that other consumers are not cheated by their deceptive business practices.
Clearly from the reviews online, I am not the only person who has been misled with promises of flexible scheduling and the opportunity to schedule massages.
Rather than scamming customers to pay for massages that are not delivered, Massage Envy would be much better served with a business model that encourages client retention because of excellent services.
My husband signed me up on a year contract in February 2015. I had to skip a couple during the summer due to me having back surgery. Then I began to go again. Unfortunately, on November 4, 2015, my husband had a massive heart attack & has been in a coma since. The other day, I received a call from them in Clovis, CA, saying my fee didn’t go thru my credit card & I had 8 massages left. I advised them of my current situation, I’m at my husband’s bedside 10 hours a day, & my contract had expired, I was told I had to feeeze,my account & I had only 30 days to use the 8 or I’d lose them. Explained again why 30 days was impossible for me at the moment. Oh well was what I was told. So. I decided to try to get all 8 in, before coming to the hospital & made the appointments. I went to 1 & the day before my 2nd, I received a call telling me that they’d have to cancel & reschedule my appointment. So, why the hell do I have to be accommodating to their schedule due to someone calling in sick or whatever their excuse was, but would not be accommodating to me under my cirXXXXstances, after I even offered to show proof of medical records. I was treated horribly, already emotionally drained & they could care less, but I have to be ok with their schedule change for me? I’m using my massages , not because I want them, but I’ll be damned if I let them keep my $$$$$ of all 8. I’ll go, although so out of my way & inconvenient, but I WILL NEVER EVER RECOMMEND MASSAGES ENVY TO ANYONE!!!!!
Pikesville massage envy took money out of my account for another member. The only thing she could say was, I’m sorry. My account bounced and she said they couldn’t pay my fees. I want to cancel my membership asap!!!
This franchise is failing their customers.
First I received a notice of class action lawsuit as apparently many people were unable to cancel easily.
Then the massages declined, I had a few really terrible experiences and tried to speak with management about it.
For the last few years, I cannot get through my phone, they have a message that they are too busy, which makes it hard to schedule! Also, they do not seem to have enough staff and it has been getting harder to find an open slot.
Finally, the front desk people are apparently on 100% commission now, which was obviously not the case before. They are so busy trying to sell new memberships that the existing members cannot check in or out!
WARNING: do not start a membership because you will have to threaten legal action before they cancel. Further, the phone is not answered at the number above.
I was gifted a massage for my 35th birthday. While in the Mechanicsville, VA store, the sales associate offered me the monthly membership. She explained to me that the membership could be cancelled at anytime, by writing to the location. I did so on 5/16.
I later received a message from the Manager, Bret, demanding that I call and take care of my membership dues. To which I responded, I cancelled the membership, so I’m not paying for services that were not rendered nor wanted. I then asked Bret to cease all communication with me. Here we are at 4 email exchanges later, and I’m still being contacted. I alerted Bret to Virginia’s harassment law (Code of Virginia § 18.2-427), yet he insists on bothering me. I explained to Bret that his unwillingness to comply would make Massage Envy liable for his pestering, as I will be seeking legal action. He obviously does not know/understand the law, but I mean business. I have saved each and every call/email.
I am stopping my membership with massage envy in Sanford Florida after being a satisfied member to 7 years. This franchise is not what it once was. The front desk people change constantly and nobody knows anything . I purchased gift cards in December and they helf them on file and told me the amount that was left would cover my massage. Then they charged my credit card after I signed papers to stop my monthly appointments as I had been out of contract for 6 years. So I was told I had 60 days to use that massage. After returning home I get a call saying I owe money. Still waiting for management to contact me but as far as I can tell they don’t have any stable management that knows how to use their systems or cares enough
Where are Massage Envy’s customer service representatives? They have $150 of mine from gift cards that were never received. I cannot find anyone who can reverse those charges.
I called the facility. They referred me to the website for gift card support. The only gift card support is gift card balances and resending a gift card. No one wants to give me a phone number of the corporate offices. I found a phone number for corporate but there is ANOTHER voicemail. I’ve sent two emails and the response was they will reply in the order my email was received. In the meantime, they still have my $150!! When clients cannot “TALK” to a real person beware.
To whom it may concern:
I am writing with what now has become two Concerns:
#1 – 4/22/26 – went in with a gift card that had been given to me well over a year ago. Asked the front desk person (Sara Huerta), to let me know the amount of the gift card. She indicated I had $100 on the card. At that time, I asked if there was anyone available for a facial. She said yes, there was an opening. Facial was fine. I went to pay, she asked if I wanted to add a tip, I said yes, include a $15 tip. The facial was $69.99. Total applied to gift card was $84.99. She handed me a paper receipt but kept the gift card. I asked her for the card back. She said, everything is in the system. So I asked, I have a $15.01 credit, correct? She indicated, yes you do.
On 4/29/16, I returned to this location to purchase some product and intended to apply the credit to the purchase. The person at the desk (male), told me I had no credit. I proceeded to explain what had transpired and he said oh well, I show nothing in the system for a credit. I said, well I need to speak to a manager because I have a problem with this. He said, “I’m the manager, no one else for you to speak with.” I said, with a raised voice at this point, ” well I have a problem with this”, someone needs to be able to look into this further.” He then went into a small office off to the side of the lobby, and several moments later, walked out with Sergio Campanula, who identified himself as the manager. Ok, so now I was really perturbed. First I’m told no one else is there, then another manager comes out? I explained the situation again to Sergio and he basically said, the system does not show that the gift card was $100, it shows that the gift card was for $84.99. At this point my patience was worn. I did speak in a raised voice. I questioned how I could possibly have a GC that was for the exact amount of the facial AND the tip I left. All he said was that I would need to speak to the person who gave me the GC. I explained that the GC was given to me well over a year and that I did not remember who gave it me. He pretty much had no other resolve for me. That’s it. I asked him for his managers name, he said, “I’m the only one you can speak with, there is no one else.” Really? When I pressed him, this time , my voice as you can imagine was getting louder, he told me not speak to him in a loud voice, and that if I wanted to speak to someone else I could go to the website(which he proceeded to write down), and told me to send an email. He was clearly not interested in hearing anything about the issue. When I told him I had an issue with how he was handling the situation, he proceeded to get in my face and tell me that I was not to speak in my tone to him or his employees. He then proceeded to instruct his employee to contact Security! Really? I am a petite woman, not threatening whatsoever, and he needs to contact Security! At that point I realized I needed to diffuse the situation and chose to leave, but let him know I would be filing a complaint.
So, while I have a hugh issue with the fact that I am out $15 (issue #1) because someone has made a computer error, I am
OUTRAGED at the manner in which I was treated by Sergio Campagnola. How dare this young man get in my face and tell me that I was loud and how dare this young man threaten me with Security simply because I was trying to figure out how to escalate an issue that he clearly wanted to disregard. There are so many ways he could have diffused the situation. He could have said that perhaps we should talk with the young lady that entered the transaction on the day of my massage (Sara Huerta), so that we could both better understand why she would tell me one thing, while they were telling me another. He could have shown even a small level of empathy towards me, the customer. Never did he say I’m sorry, never did he say I will look into this further. Simply the card had only $84.99 and that’s it! At this point, this complaint is not even about the $15.01 credit I am owed. It’s about Sergio Campagnola, the Clinic Manager, who clearly lacks any Customer Service or Managerial skills. How dare him get in my face and yell at me with anger and with condescending tone! He was angry because I was not going to just accept his explanation. I am much older than this young man and am appalled that he thinks he can treat me (or any customer) in this fashion!
I thank God that I am at a point in my life where $15 is not going to make or break me, so this is not about the money. I do expect to be treated with dignity and empathy whenever I approach an establishment with a concern. It’s unfortunate, but I am confident that had I been a male, Sergio would have never gotten in my face or spoken in his tone, in the manner he did with me.
I would like to speak with the Franchise owner for this locationregarding this issue, and would like a more satisfactory review as to the discrepancy between what I was told when I went in on 4/22 vs. what I was told on 4/29. Simply saying it’s what the system shows is not acceptable. Further I want to know what Massage Envy is going to do to rectify manner in how I was treated by Sergio Campanola. My number is (312)576-XXXXX. I look forward to speaking with you further regarding this matter.
Irene Padua
Question, I have recently retired from the military and have acquired quite a few massages, I have tried to use them to the point where getting tired of calling and never finding an opening. I work out of town and when I try to call for a massage and I always hear we are booked, even a week out for specialty like hot stone. I also hear “we are training people to do our hot stone or they do not work weekends” how can a massage place not work weekends? How do I get all my money back for the massages I seem to have trouble using?
Threaten legal action, it seems that’s all they understand.
Although I have had great massages with this company, I have received terrible customer service. Particularly from one Employee Jessica at the Hampton Va location. The assistant manager Shikera was extremely polite and professional. She handled my situation professionally . I am suggesting that the some professional training be employed to the folks handling the front desk. Several of my friends have walked away from signing up with this program due to UN-professionalism.
Do you all know that Massage Envy workers are put on a board of shame if they do not sell or meet
quote for the month and written up. Imagine grown men and women having to deal with life, goes to work and have to be shame.
I became a member of Massage Envy Austin, Tx in October 2014, I really did enjoy my session. In May 2015 I injured my back and was taking Physical Therapy thru my Doctor and was not able to go to my monthly session for 5 months. I called and explains this too the receptionist but they still took the $59.99 from my checking account even though I wasn’t using it. A total of $299.95. On October 25, 2015 I moved to another city which is more than 25miles from the place I normally went to. I called to ask them about transferring the 5 session I had in the computer to the city where I live now, the receptionist said I could. I also told her I wanted to cancel my membership. That’s when the story changed, she said I had to do this thru the Manager. I e-mailed the manager in November and she told me I had to use the 5 session at they’re business by the end of December 2015 and I couldn’t transfer. I called a few days ago to see what the status was the receptionist said I’m not in the computer now but I could still use it at they’re facility. This is an inconvenience to me because I don’t live in the area anymore and I can’t get a refund. Can someone please help me that is money I don’t want to loose. It would seem to me that they would transfer the 5 session.
I have been a loyal customer at Message Envy for a year. I signed a year contract at the Englewood, CO location at River Point and made all my payments on the 20th of each month. My contract was up on February 20th. I spoke with 2 front desk women, once on Feb 10th and then a few weeks later to again confirm that my yearly contract was over and I did not wish to renew my contract. I was told by both women that no further payments would be charged, but I had 6 hours accrued and had 60 days to use them.
On March 20th my bank account was automatically debited another $59.99. I immediately called the office and spoke with Kaelin. She said she would have to speak to her general manager about the refund, but that it would be unlikely I would receive a refund since there were no notes taken in the file and no cancellation agreement was provided. I told her I was never told that I would need to sign or send a cancellation agreement. When I called to verify the end of my contract, I should have been told I needed that form and the information should have been noted in my file at the Spa. She did send me one yesterday and I filled it out and sent it in.
As an excellent customer this last year, I feel taken advantage of so this location could make extra money on a unsuspecting customer. I am extremely disappointed in the billing practice at this location.
I live in jonesboro ar I been haveing troubles out of dominos on redwolf Stadium they hang up on me 3 times it took me 30 minutes to get my order though and to day I had one being a smart with me and we asked for the manager and we got the runa around I was about to go up there and jump a** my self
I was given terrible service and no one seems to care . I had made an appointment for February 3rd at 11:00. I was told to be there 15 minutes early for paperwork. I arrived at 10:40 and was checked in by Emily and as soon as I checked in I was asked to check out. I repeated check out? I just got here and haven’t had my message, why would I check out? She seamed confused and said ok follow me. She brought me to the back waiting area without paperwork to be filled out. I waited and waited and waited. I then get a phone call from Crystal asking me if I am still coming to my appointment since it was 11:04 and my appointment was at 11:00. I didn’t hear my phone since I turned it on silent. I proceeded to walk up to the front desk and say why am I being called when I have been here since 10:40. Crystal says oh I am sorry there was a mistake. I said excuse me, a mistake? She said yes, EMily is new and checked in another person named Susan instead of me. So at that time I got paperwork to fill out and by then it was 11:15. Although the person who did my message was very good, I didn’t enjoy it at all. I was ready to leave and forget it. I finish the message which was anything but relaxing, and proceed to check out with Crystal and says dont pay anything today until I have the manager call you first thing in the morning. It is the next day at 12:30 and no phone call. I call there ask for the manager to hear she is not there, I ask was she in at all today and that person said yes. Where is my phone call? Does anyone care about customers? Why wasn’t I called first thing this morning? This is not ok and I dont see myself going back. The manager is no example to her staff at all. The manager is Marisa and it is clear she cares only about herself. She obviously doesn’t care about her staff, sonce she left Emily alone to work and she clearly wasn’t ready. This is very poor.
This location was Altamonte Springs, Florida.
I usually do not have time to persue poor customer service experiences however this location in Marietta, Georgia off of Windy Hill Rd. owned and managed by Kelly was truly disrespectful, condescending and she laughed in my face in front of there family and other guest.
I understood our appoints to be 3:30p for three separate services. Upon arrival, the receptionist stated the we were to late and we would still have to pay a portion of the fee. My mother is severely ill and was looking forward to the massage. That is why I was persistent about her enjoying a massage. Kelly ( the owner) came over to us and talked to us like we where children. At that point, I was beyond upset. She laughed in my face and told me that I couldn’t do anything about it because she was the owner. I was steamed! Owner or not everyone is accountable to a partner, board or bank. And there is an organization she may no know of called the Better Business Bureau, that regulates owners behavior. I have contacted my bank cancelled future withdrawals and requested that they pursue as far back as possible. I had not recieved a massage since August 2015 because I was in an accident unrelated to Massage Envy. The total services owed to me is six months x $59.99 and I intend to pursue every dime. I would never advise any to confront someone not knowing the temperament . She walked out of her office and left me there waiting for her return. This is a first for me for any business.
Best Regards,
Chef Terrie Turner
I can’t even complain about their messages because I can’t even get an appt.? I have a gift card I am trying to redeem,go on their website, put in the times I want, and guess what, never hear from anyone? I have been doing this about a year now. Even went into the salon at the Town Center in Long Beach CA, wouldn’t let me make an appt. unless I sat down with someone to go over member ship options. I don’t want a membership. Told them that, still no appt. what a rip off. My son paid good money for me to have a message and this place will not even honor it. I’m going to the BBB.
THEY DONT CARE ABOUT OUR TROOPS!!!! My husband is an active duty Marine with six deployments under his belt and they would not allow him to use one of my three unused massages, even though he is the one who is paying for my account! They also expect him to constantly call him while he is in a war zone, to freeze or unfreeze the account. They will not allow me to handle the account because his credit card is on it, yet they wont let him get a massage because my name is on it… sounds like a sketchy loophole. They are so gung-ho on their little dog and pony show to entice you into a membership, only for the membership to be a money pit-hole!
I visited the massage envy at willow lawn back in August. At the time of service I explained about a my recent car accident and my inflamed muscles. The rep stated nothing, she tried her best to promote the monthly deal. I went back in September and had a bad experience. The lady talked the entire time and the massage was pointless. Follow up Doctor’s appointment showed that she had actually damaged nerves were the inflamed muscle was at and told me that massages from them were out of the question, the person needed to be retrained and I actually had a law suit on my hand. Instead I just decided to inform them that I would no longer need their services. This was back In October. Now in November they have went into my account and taking money out. They are refusing to give it back, keep telling me about cancellation policies when its medically written that I can not partake in the massages. The staff was very unacknowledged about policies because I received three different stories. They would not give me any contact information to corporate or the owner. When they did it was an email address for a Chris Hughes at Short Pump and he was also negligent and made it seem as if it was a financial situation. Ha, they will not hear the last from me.
Chris Hughs is the franchise owner ofvwillow lawn, short pump and the mechanicsville location. They have such a high turnover rate because they treat their employees like trash. They have so many new people all the time that they cannot properly train anyone.
I got hired at Massage Envy at the Sparks/Reno locations in Nevada. Tuesday 11/3 was my very first day of training and today Friday 11/5 is my third day of training. I will be calling management later today and quitting. Yesterday, while I was training the COO Grace was extremely rude, insensitive, demanding, and unprofessional towards me. I had given her and 2 other managers my availability for next week and I was scheduled against my availability. When I brought it to her attention she had an attitude and told me she was too busy to deal with it. I trained today at another location where I was informed by another employee that one of the managers was talking negatively about me to another manager in front of other employees. I’ve been told by other employees that Grace is always rude to employees and ignores them when they come to her with concern. A few other employees have put in their notice because of how poorly they are treated by the management staff. This is ONLY MY FIRST WEEK with this company and I already have a bad taste in my mouth. They have been rude and unprofessional and made me feel beyond uncomfortable. I am glad I found all of this out in my first week of training so I can get out now rather than later. I would not recommend anybody being an employee of the Sparks/Reno Nevada locations. From what I’ve read on here so far, it seems as though corporate does not care since many people are still waiting to hear back or have not been replied to on their comments left, so even though this may be falling on deaf ears it needs to be made known that they are not professional and do not treat employees with respect or kindness.
I was hired in November as a full time front desk person. We recently got new management. Yesterday I recieved a phone call being fired because my availability was not working out. The person who fired me would not talk to me in person, and also would not give me the information of anyone over her because that was her “final decision”.
maybe a class action lawsuit will light a fire under your a** to start treating people right and teach your employees to not lie
I was forced into a membership and have left now 4 messages for corporate customer service office. There never seems to be a live person to answer the phone. I was forced into a membership because I was told my gift card wouldn’t work if I didn’t at your long beach town center location. I was ALSO told I could CANCEL AT ANYTIME. I used you just that one day that was it. I will NEVER use this company again and still need my membership canceled. Everyone is refusing to do so. I will go to the news if I don’t get a reply soon.
We are a returning member. We were a member in Texas. We didn’t have a problem over there until it was time to cancel our service. Massage envy doesn’t seem to have any compassion for busy working people. Our membership expired and was only given 30 days to use up 3 massages… With today’s busy life, it is almost impossible to get three in, in one month. There were lawsuits against massage envy for this particular reason but I gave them the benefit of the doubt and recently decided to become a member again. However, I am already regretting the decision. I tried making an appointment three times already and I have not been able to get in. And what makes it worse is the staff at the fort Belvoir store is trying to imply I’m lying. I made an appointment request sept 10. I did not get a reply back. So I made another request this morning and they called me to tell me they called and left a message on the 10th. I went back to my phone records and I did not receive any messages or phone calls. I even look at my email to see if they tried contacting me through email and I did not receive anything. Definitely regretting the decision and I will not recommend massage envy to anyone.
I have had a membership through the Massage Envy Spa in Fargo, ND through there 13th Ave. location…I have been a member for 3 YEARS! When I went to cancel my membership, the manager Nikki Loken, was incredibly rude to me and was absolutely awful at ‘customer service’…she doesn’t know what that even means. I have been a loyal customer EVERY SINGLE MONTH for the LAST 3 YEARS and she did nothing but be rude and argue with me….at the end of the conversation she still charged me even more money to transfer services to people, only because I could not use all those services by the time she said my services had to be used by……due to THE LACK OF AVAILABILITY with THEIR SCHEDULE. Absolutely awful, rude, and such an incredible slap in the face after giving this company so much money for 3 years now.
NEVER again will I give this company money nor recommend ANYONE to go here…Nikki is a disgrace to the name manager, she is not one nor worth the title. She doesn’t understand customer service and is an incredibly rude person.
f*** massge envy
I guess I will join the long list of customers battling this “contract” that apparently I am expected to pay even though every time I schedule they cancel. I’ve now paid for 7 months without any service. I have called many times and been treated very poorly over the phone. All I want is this service cancelled and my money refunded. I will be filing a formal complaint with the Better Business Bureau and the Fort Worth Chamber of Commerce. This company is very poorly run and is a very dishonest in their business practices.
I’m super unhappy about the fact that I had cancelled my membership in july. I was charged for the month of August. I been calling every week for my refund and they said yes they will refund me and I it’s September 10 and I’m still calling about my refund .
MASSAGE ENVY IS A SCAM!! I have payments coming out of my account every month and have been there once since February. Savage, MN office is telling me I have one credit hour. This is ridiculous. Who can I contact for help? I want this amount that has been deducted out of my account refunded to me as I never will return to a Massage Envy again.
I have had a very unhappy experience with Massage Envy in Mishawaka,IN. I paid for my membership in full for an entire year, with an unused balance of $300 and have just been told that I CAN NOT carry this over. I made attempts to use my balance with Massage but they never had the times available for my schedule. Now I have been told that to use the unused balance I have to purchase another year to get my money. I have sent an email to the corporate office and I am waiting for their response…will keep you posted.
Signed, VERY UNHAPPY CUSTOMER!
I was a member of your location until today. It is my second time canceling due to the bad customer service. As a law enforcement, I have a dificult schedule and when I can’t make my an appointment massage envy is very quick to take a session out. The first time I cancelled I had 2 session I didn’t use and I had the opportunity to be part of the class session suit and I didn’t thought it was appropriate because of one bad experience.
However, as my second time member with this bad experience, I don’t want to continue to be part of the massage envy members. I never take the time to write for bad reviews but today was disrespectful. I took a day off from work and I was not able to even have the courtesy to be notify that the person who will give my daughter massage will not be at work. In order to acvimodate one of I had to give my massage away, I don’t want to be part of massage envy anymore and I will not be coming to this location again. It is always a problem everytime I come and I always received the same answer “we will take care” but things never get resolve. As you can see, instead of this been a good experiences it has been a terrible and very fustrated experience for me and I we I’ll make sure to let your corporation know.
It is not my first time having bad experience in this location and like me it is much more people that prefer not say anything just because prefer not to go to the stress of have to write an email. Im very aware that massage envy doesn’t care and the location either. While writing this email in the front lobby I can heard the staff laughing and no one trying to get an answer to my question.
Massage envy doesn’t care about the customer just the money
Dear Sirs,
My name is ____________. I’m contacting you regarding my recent experience at the Massage Envy.
In December, as a Christmas present from my husband, I received a gift card for 180.00 to our local Massage Envy. I have tried on several occasions to schedule an appointment but have not been able to due to the customer service. I’ve been put on hold up to 20 minutes only to have the person come back and so “Oh, you’re still here?” and then treat me as a bother since I didn’t hang up, I have been told that they are booked 3 months or longer in advance for massages, I have been told that they only have openings for members, and etc….
Yesterday, July 25, 2015, I called again to try and schedule an appointment. I still have not been able to use my gift card that I received in December. I spoke with Nadia. Again, after being put on hold for an extended time, I was told that they didn’t have any available appointments. I made it clear to Nadia when we were speaking that we would take any appointment that was available, any time, any day. Additionally, I asked if I could just receive a refund for the value of my gift card, but Nadia smugly stated, “Massage Envy does not give refunds.” I continued to question Nadia about how I was supposed to schedule an appointment if she couldn’t even tell me when they had appointments available. Again, she stated that they only had open appointments for members. I continued to press, and was put on hold again. When she returned to the call I was finally told that the next available appointment that they had available for non-members was September 28, 2015. I scheduled that appointment.
Next, I was put on hold again. When Nadia returned to the call we begin the process of scheduling the appointment. Not only name, phone number, address, date of birth, credit card, and gift card number were required, but the tone of the call and requesting this information had me significantly doubting if I should be giving all of this personal information to a stranger over the phone.
Overall, my experience with Massage Envy has been one of the worst experiences I’ve had. The unprofessionalism, rudeness, and lack of customer service sincerely has me doubting and anxious about the appointment that I ultimately was “allowed” to schedule. If it’s taken me 7 months to even be able to schedule an appointment, what kind of care will I receive upon going to my appointment? When I asked for the corporate office number or a district manager’s name and number I was refused. I was told, “You’ll have to go online to get that information!” I was finally given the managers first name; Misty. This refusal to provide information to customers where they may ask questions or seek remedies again screams of unprofessionalism. After all, if you have nothing to hide then why refuse to give customers that information?
Ultimately, I would like my money back and assurances that my personal information is not going to be used by any person employed by Massage Envy or its subsidiaries, now or in the future.
Thank you for your time and attention in this matter.
Sincerely,
Very disappointed Customer. .I have been a faithful Massage Envy member for years..I transaction prepaid to my Goddaughter. .Told her how Great and professional you all were. .My Home location is Houston/ Cypress Copperfield and I drove her to her nearest Massage Envy Humble / Atascocita location ..Refered her and she became a member. When I asked about referral benefits, I was told that I don’t qualify because she did not sign up at my home location. .Sounds like a money /bonus concern ..This is so unfair and I’m about to cancel my membership. .It shouldn’t matter about which location, A referral is a referral and I don’t feel valued. ..Can anything be done about this before I cancel?
Thanks,
Dissatisfied Member
I joined in Panama City Beach, right after I joined every time I called I could never get in on my time.. I always had to wait 3-5 days to get in. When you want a massage you want it.. not wait! I complained several times on this issue and once was given a free 12.00 hot rock added on to my massage.. I got so frustrated that I just basically stopped going. Then my mother in law took sick with Cancer and I had to be her full time care taker..I started getting calls form the staff about my unused massages, never once did they tell me that if I did not use them I would lose them. When I signed up I was told I would NEVER LOSE THEM! THEY WERE MINE I PAID FOR THEM!! Any I told them that I could not come that I was taking care of my mother in law, this started Dec 2014 my contract was up, April 1 2015, I told them that I did not want to renew. In Feb I called to make sure that I was not on Auto renewal.. at that time I again made sure that the unused massages that I paid for were MINE.. I was told yes that they were mine and that I could use them any time they NEVER go away.!! Now I am told I lost them 30 days after my renewal stopped!! Basically they just LIED!
Debbie,
They tell you that you can use them as long as you are active member. Also any good therapists book up with other clients who schedule recouring appts and standing appts. Last minute appts are hard to get in busy clinics. Schedule a standing appts say every month at 2 pm on Thurs with therapist you like you can always cancel if u can’t make it. 24 hour cancellation policy. Xtremly busy clinics are hard to just drop in.
Dec 23 1914 my son ordered on the internet from you a 75$ massage for me.
He never received a card or the paper work for this transaction.
This was under the name of :
Therese Smith Acct ending 5852..* Litchfield Dr Hiawatha IA.
My question is how do I get the paper work so I can get my 75$ massage in Rochester MN?
Jane Smith
I went to the massage envy in Tallahassee and it was just pure trash.
The staff are so inexperience and ill behaved. This is Massage Envy damn it, behave like it. 5 year old kids would make a better front desk staff than these hooligans. I was in shock that the estheticians and massage therapist that actually worked here have a license, who know the standards were so low. There jobs at this place is to help people reduce stress not increase it, damn it. I could go on and on about the disgrace that this ‘ME’ calls services. They ruin the ME name, I am glad I was a member of another ME before joining this place or else I would not of know any better. But, the overall area of Tallahassee has low standards in all seriousness I saw better clothing at the dollar store in my hometown than in the Macy’s of Tallahassee.
Can your customer service area pick up their phone? You should really have a call center. I called and left a message and called back again and no answer.
I want to thanks the Sunday afternoon crew at Olathe, Ks at the Black Bob location especially the manger for trying to control me and provoke me after I told her I have PTSD she kept saying you calm down sir ,began her rant about calming down over and over….. trying to call 911 as I was angry and raising my voice but no physical signs of aggression at all were shown. Now what happened was I have family in from NV to attend my daughters wedding I wanted to treat all my guests to a message . Under the previous manager I dealt with was a peach lets say I have blown some cash here and was impressed. I called and set up the appointment for 3 three for the 6/4 at 3and 3:30. Ok massage day got a call at 1:00 saying our appointments were canceled. Now I’m pissed No apology just we have to reschedule you….Well their fault having an un-trained new associate take live calls and screwed up and double booked us. Well getting another appointment set was impossible as Friday began the celebrations. I am a disabled Vet with PTSD and many health problems from exposure of sarin and many other chemicals. I canceled one appointment and my mother got her facial and the charged me half for the un-canceled slot. The manager said “we have to pay the massuse” no one ever admitted any fault only me and I apologized all EYE TO EYE so the manager would shut her BIG MOUTH and let me explain my side. She obviously was un trained as a manager as well had no clue except to attack me. It was your mistake of scheduling to begin with don’t give excuses you screwed up this would have never happened. As for the woman lying to my face about trying to call SIX times was a complete lie. I phone showed 3. I will never spend a dime there again. I am sure the owner wont see this but I am hoping your manager will it was very un professional and makes me wonder if the owner knows what the weekend management is really like??? At no time did anyone apologize in person but me.
God Bless America.
Dean Oley
1st Division 5/16 Mechanized Infantry
My family has been a member of Massage Envy Weston for almost 4 years. My recent experience with them was horrible and would discourage anyone from working with them.
There is a California class action case whereby Massage Envy agreed to credit clients for massages after your membership has been cancelled by them or you, for any reason. It is retroactive to all who have participated as a member.
The owner of the Weston location has no people skills and makes no effort to keep long term clients. I have 3 accounts at that location. She was hell bent on being right and enforcing her self-serving “rules” that have been found to be illegal, rather than asking what she could do to maintain us as a client.
Ms. O’Brien shouldn’t be in the service business and allowed to take advantage of people. Ms. O’Brien prays on people’s ignorance and hides behind illegal business practices. Fortunately a federal court has found this to be illegal and Ms. O’Brien will now need to make good. I suspect this will come at a tremendous financial hardship, which is why she continues to violate the law.
Also, her location is run by young, inexperienced people, who claim that “they couldn’t reach her even if the location was burning down!”
Ms. O’Brien refused to call me back on the weekend and boasted how she doesn’t work on the weekends. As a business owner that operates on the weekends, where is her responsibility to her clients? How hard is it to make a return call or reply to an email, simply stating “I’ll call you back on Monday at 9 am”. Again, poor business skills and very frustrating.
Also, I’ve found that this location infrequently has availability, again, causing you to acXXXXulate massages that you may not ever get a chance to use (until Ms. O’Brien begins to follow the law).
I go to the massage envy in Monroe NY. I have schedule 2 appts one in April now in May. the facility has canceled my apt 2xs already. This is very unfair I will not renew the membership because of this. You are quick to charge people if late or don’t show up. My membership runs out this month I want a refund for the remaining service do to YOU CAN NOT ACOMIDATE ME AT ALL BECAUSE YOUR PEOPLE DONT SHOW UP TO WORK.
ANNIE RAMAGLIA 845721****.
I went to their offices on 16th Street and Camelback on 4-22-15 with severe pain due to a pinched nerve. I had Kat who was AWESOME. The charge was $49.99. I was given a “speal” with lots of figures. I made another appointment assuming it qwould be the same charge as I did not want a “membership”.
On 4-29-15 I went in and saw Kat again who was just as AWESOME. HOWEVER, I was charged $79.99. The counter person never told me how much it was nor did I look at my receipt assuming it was the same price.
I came home and checked my account and saw that my account was charged $79.99. I called to complain and I was told the manager was on a “conference call”. An hour and a half later I called back and spoke with a manager who said there was nothing she could do and didn’t care that she would lose a customer, even if it were my fault. AMAZING. I have disputed the charge with my bank. I will NEVER go back to Massage Envy and will NOT recommend them to anyone.
I have written the president and vice president an incredibly important letter that i would love to get a response about. please email me or u can also call me at (914) 719-****. I really hope i hear from someone soon. Its so incredibly very totally important. I have been an outstanding customer for years getting two massages a week plus regular facials. Please get back to me as soon as possible.
Thank you
I don’t know if anyone else has this problem or not but why do they advertise a one hour massage when you only get 50 minutes of actual massage time? I think this is false advertisement. I’ve been to other places for massages and have received a full hour of massage therapy. When I inquired I was told it’s 50 minutes of massage therapy, 5 minutes of discussions at the beginning (untrue) and the remaining 5 minutes for you to get dressed. Again I think this is false advertisement.
I AGREE. I LIVE OUT OF TOWN SO WHEN I COME TO jACKSON TO GET A MASSAGE I WANT AN HOUR. I WENT YESTERDAY (AND SHE WAS AWESOME) I GOT THERE 15 TILL 5 APPOINTMENT WAS AT 5. I GOT ON THE TABLE AT EXACTLY 5:14 SHE STARTED AT 5:25. SHE WAS THROUGH AT 5:03. VERY UPSET. ITS AN HOUR AND 1/2 TO JACKSON! THE LADY WAS AWESOME THOUGH AND VERY VERY NICE. I WILL USE HER AGAIN BUT I SURE HOPE I GET AN HOUR FROM NOW ON. I EVEN USED SOME OF MY EXTRA POINTS FOR THE MUSCLE MASSAGE CREAM STUFF/HOT TOWEL. 🙁 I CALLED TODAY TO SPEAK TO THE MANAGET THE GIRL SAYS HE IS OUT THEN I ASKED WHEN WILL HE BE BACK SHE SAID, I DONT KNOW. 🙁
that’s true- why do we accept that? 10 minutes is 17% of an hour. Maybe that’s supposed to be the tip?
I have been unemployed for several months. Although my membership was frozen, money was still taken out of my account to pay for a membership. This was money that I borrowed to buy groceries. They Hyannis, Ma store would not refund this money. As I am still unemployed I have lost my credit cards and bank accounts. My house is headed for foreclosure therefore I am forced to sell my home and moving to another state. I have called the HYANNIS, MASSACHUSETTS store and explained my financial hardship to whom ever answered the phone. I was laughed at when I told them I had no money and no source of income. I have emailed and USPS SIEZE AND DESIST requests to cooperate and to the Hyannis, Ma store and they keep trying to withdraw moneys from a closed account then call me and demand a credit card so they can keep billing me. I was told by the Hyannis store that it was a corporate decision and there was nothing that anyone in Hyannis could do about it. I have tried to call corporate but every one’s voice mail box is full. Please advise as I do not know what else to do.
I JOINED THIS LIKE AN IDIOT!!! AND I ALSO GOT MY DAUGHTER MEMBERSHIP THINKING I WAS GETTING A GREAT DEAL BUT I FOUND OUT WHAT RIPOFF!!! LIKE EVERYONE SAID THERAPIST ARE GREAT. BUT THE FRONT DESK AND MANAGER ARE WHAT RUINS MY DESIRE TO GO THERE. I WOULD GET CALL AFTER CALL IF MY CARD WAS EXPIRED AND IF I DON’T UPDATE IT I WILL LOSE MY MEMBERSHIP AND ALL THE UNUSED MASSAGES. I HAD 7 LEFT. I CALLED TO MAKE APPT ‘S TO JUST USE THEM UP, THEY TOLD ME SINCE MY CARD IS NOT VALID. I CAN’T MAKE AN APPT TO USE THE MASSAGES I HAD ALREADY PAID FOR. I TOLD MY LAST THERAPIST I WAS SO MAD AT THAT PLACE. SHE SAID “I’M SORRY” AND NOTHING ELSE!!! SAD HUH? I TOLD THEM I AM CANCELLING AND IN JANUARY THAT’S WHEN THIS 1 YR. DEAL WITH THE DEVIL WILL BE OVER. FYI THERE WERE NO APPT’S AVAIL. TIL MARCH!! HOW CONVENIENT!!! i AM WAITING A CALL THE MANAGER SHELLBY TO CALL ME BACK. (MY FINGERS ARE CROSSED) : / :l : (
I JOINED THIS LIKE AN IDIOT!!! AND I ALSO GOT MY DAUGHTER MEMBERSHIP THINKING I WAS GETTING A GREAT DEAL BUT I FOUND OUT WHAT RIPOFF!!! LIKE EVERYONE SAID THERAPIST ARE GREAT. BUT THE FRONT DESK AND MANAGER ARE WHAT RUINS MY DESIRE TO GO THERE. I WOULD GET CALL AFTER CALL IF MY CARD WAS EXPIRED AND IF I DON’T UPDATE IT I WILL LOSE MY MEMBERSHIP AND ALL THE UNUSED MASSAGES. I HAD 7 LEFT. I CALLED TO MAKE APPT ‘S TO JUST USE THEM UP, THEY TOLD ME SINCE MY CARD IS NOT VALID. I CAN’T MAKE AN APPT TO USE THE MASSAGES I HAD ALREADY PAID FOR. I TOLD MY LAST THERAPIST I WAS SO MAD AT THAT PLACE. SHE SAID “I’M SORRY” AND NOTHING ELSE!!! SAD HUH? I TOLD THEM I AM CANCELLING AND IN JANUARY THAT’S WHEN THIS 1 YR. DEAL WITH THE DEVIL WILL BE OVER. FYI THERE WERE NO APPT’S AVAIL. TIL MARCH!! HOW CONVENIENT!!!
The Massage Envy location in La Quinta misrepresented what she was buying when she purchased three massages as a gift for my birthday last summer. The woman kept trying to upgrade her purchase and completely confused her and as it turned out switched her to a 3 month membership without explaining that it would expire in August (Nobody goes to the desert during the summer including us).I was able to use two of the treatments the initial week and when I tried to use the other at another location I was refused because they said that the membership had expired. I contacted Yohanna, a manager? and after several phone calls she finally agreed to extend the contract so I could use my remaining massage but did so only to October. I am a weekender and the weekend I was there they were fully booked. When I called again in November I was given the same run around by Sarah.Having called at least 7 times over this massage, I asked to speak with the Franchisee but they refused to connect me or give me her number. I left my number for the third time but I was never called back. THIS WAS A CLASSIC BAIT AND SWITCH FRAUD and it is Illegal under California Business and Professions Code section 17200. I would appreciate a response !
I went to Massage Envy on Niagara falls Blvd in November 2014, great,. in December I receive an call asking to cancel my appointment “WHAT APPOINTMENT I DON’T HAVE AN MEMBERSHIP WITH YOU” they told me because I took the contract home , I had an contract . I went to the office and asked them shown me the contract you have on file. they stated we don’t have one. then why did you change my credit card $59.99, I called the Amherst police to their location and they stated to refund my money and cancel the contract, again “what Contract”.
MASSAGE ENVY IS A RIPOFF. DON’T EVER GET A MEMBERSHIP WITH THEM THEY SUCK.
I cancelled my membership in August and was told I had until Sept 10 to use my balance of massages that I did not use.
I was visiting Hawaii last week and noticed that the town close to my daughter had a Massage Envy so I called in August 2014 to cancelled two memberships that was charging to my account. The store manger called me to motivate me to stay. I told her yes and two days later I called back and spoke to CarrieAnn and stated that I wanted to stick to my org. plan and cancel both memberships. She assured me that my accounts where cancelled. I look at my account today and I notice that credit card balance had increased. Massage Envy charged my card again, after there was no charge in Sep. I haven’t used this service honestly at all this year due to timing with the Massage Therapist not being available for times that I’m available. I’m tired of playing phone tag and I want this matter resolved. I want those charges reversed. The Towson branch Customer Services has been the worst, I’ve ever experience. The Owings Mills Branch is wonderful. I think i have/had about 7 prepaids on my account and 5 on the other. I would like to be reimbursed for all of those as well.
I cancelled my membership in August and was told I had until Sept 10 to use my balance of massages that I did not use.
I was visiting Hawaii last week and noticed that the town close to my daughter had a Massage Envy so I call and transferred my daughter one of mine. WAS NEVER TOLD THAT SHE HAD TO USE IT BEFORE 9/10 but they took my money.
I cancelled my membership because of how you run this business and customer service is HORRIBLE. I need someone to refund my massages that I lost and refund my money that I use for my daughter.
PS: My 87 year old mother in law had a membership and when my brother in law call to cancel because she was in Hospice the request was rejected. GOOD COMPANY
Please contact me. After canceling my membership at Amherst in Ny, I am still receiving treating phone calls.
Kind regards
Catherine Todd
602-908-XXXXx
Has ANYONE out there ever had any contact with or reply from Massage Envy corporate?
I spoke with one but it was a waste of time. Basically she said the only thing corporate could help with was sexual harassment, everything else goes through the franchise.
Stream of people having the same issue of never getting a callback. I’ve never seen anything like it. Absolute worst customer service anywhere.
I received a call from the massage envy in Brea California today where I have my membership. I cancelled my membership 3 weeks ago and finally today I was contacted about my termination. I told them I was moving to an area that did not have massage envy, I was asked where I was moving and told her Maui, Hawaii, she immediately told me that I would be able to to the other locations on KAUAUI!!!! OMG !!! I told her very politely that would not work as it was an island away :). Then she told me that unfortunately I would have to PROVE I was moving there!!! INSANE!!! With some doXXXXents with the address that I was moving too. OMG!! If I have to I will close out my bank account tomorrow. This is a HOSTAGE situation!!! Never been so insulted. Massage Envy Hater!
I had a membership with Massage Envy since March of 2012 paying $59/monthly which includes a one-hour massage. Toward the end of 2013 I realized I was stacking up credit massages that I did not have time to take (at least five).
I attempted to cancel my membership and was told I must visit the franchise to do so. I went into the Rayford Road location on February 26th, 2014 to complete my cancellation. After completing paperwork and explaining to Kelly the reason why I was cancelling my membership she told me I could simply freeze my membership at no extra charge and could come back and redeem my already acXXXXulated massages at a later date. I was told my membership would reactivate on August 25th, 2014.
Today (8/16/2014) once again I went back into Massage Envy on Rayford Road to complete my cancellation since I know I will not have the time to redeem my massages and continue to get charged for them anyway. I filled out the cancellation form and realized that the fine print on the cancellation form stated I would be charged yet again for another month.
I completed the form but instead of writing my name to authorize payment I wrote “NO FURTHER PAYMENTS AUTHORIZED.” The manager signed the doXXXXent approving my cancellation and asked me to wait a moment while she got the attention of the franchise owner. I then met Bob, the franchise owner, who insisted that I still owed him another payment. I told him I will not pay. He told me he would turn me over to collections. While I was leaving he then stated he would refuse to cancel my membership on the grounds that I refused to pay for another month.
I have read the “MEMBERSHIP FREEZE REQUEST FORM” several times to be sure and there is no indication whatsoever that I would owe any additional fees until my membership reactivated which would not occur until August 25, 2014.
My credit card was also charged on February 26th, 2014, ironically the same day I first appeared at Massage Envy to cancel my membership. That would clearly constitute a 30 day cancellation notification which I had originally provided in writing prior to offering me an alternative freeze option.
I went for a massage for the first time at Message Envy. When I walked in they mentioned that I could use my flex pay for the visit. Well when I went to file for the visit it was denied because it needed a doctors note. BE AWARE that they will try to sell you a membership and say that it is cover, ha not unless you pay more to go to the doctor and get a note.
SCAM…..
Quite funny…. I have tried several time to call HQ and haven’t had anyone answer the phone…..
I am so frustrated right now. I keep trying to find the corporate email to file a complaint about my local Massage Envy. The links keep telling me- to contact my local spa. Why would I want to contact the people who I am upset with ?
I am a member who is seriously considering terminating my membership. I had a scheduled appointment that I was trying to cancel due to a work conflict. I kept calling the salon to do this. This was during the time that the spa was closed. THERE WAS NO ANSWERING SERVICE–NO VOICE MAIL , The phone would ring endlessly. I than called the morning of my appointment – to apologize for having to cancel. The receptionist who answered was rude and was going to try to charge me a cancellation fee. How could you do that when I attempted to call to cancel but could not because there was no answering machine. Her nasty response– yeah – it hasn’t been working for awhile – we don’t have a way for you to leave messages when we are not open
REALLY!!!!!!! I am so upset right now — I wanted to do the right thing – by calling to cancel – but could not – because there was no answering service, machine or voice mail.
Than- when I finally am able to call and speak to someone– I get a nasty attitude and a threat to put this into the notes that I canceled ?
I than want to contact corporate headquarters but keep getting redirected to contact my local spa?
Not a happy customer!
That’s why they say ” if you need to cancel or reschedule please give us a call before the end of business today…” You have no reason to be mad . Be more mindful of your confirmation calls sweetie.
I called Massage Envy @ Southpoint#414 8202 Renaissance Parkway Suite #111 Durham, NC 2771 on August 25 & told them that EFFECTIVE IMMEDIATELY I want to CANCEL MY MEMBERSHIP. I will be going to a PROFESSIONAL MASSAGE THERAPIST at DUKE HOSPITAL in the future.
I WAS NOT able to speak to the manager, the person I spoke to on the phone said I CANNOT CANCEL MY MEMBERSHIP UNTIL APRIL 2017. THIS IS NOT GOOD ENOUGH.
I joined this Massage Envy & was initially going once a month. I have a number of disabilities, walk with a walker & use a small Service Dog. On March 29, 2016 I was in an auto accident that has resulted in chronic neck pain. I found that the massage was the only thing that helped with the neck pain. Soon after joining I received the services of a therapist named Rebecca. I really liked her & felt so much better after treatment with her. From that point on I always made my appointments with Rebecca. Since I was receiving so much benefit from the massage I increased my visits to 2x a month.
The last time I saw Rebecca I went to make an appointment in 2 weeks but was told that Rebecca would be on vacation for several weeks. I took the next available appointment with Rebecca which was August 23, 2016 at 1pm.
I could have seen someone else in Rebecca’s absence but because I worked with Rebecca for so long I felt she knew my body & my needs so I preferred to wait for when she returned.
On August 22, 2016 I received a message (I was not at home) from Massage Envy at Southpoint confirming my August 23, appointment with Rebecca (they said the appointment was with Rebecca) at 1pm.
Another doctor I see had a schedule change & could not see me at my appointed time. His office called me on the morning of August 23 & said that they had a cancelation that afternoon for 1:20 pm. I told the “NO I had a 1 pm appointment”. Knowing Massage Envy’s policy that I only had until 10 pm the evening before my appointment to cancel I knew I COULD NOT change the Massage Envy appointment. I could not schedule this doctor until September 6, 2016.
The past 2 weeks have been extremely stressful & frustrating for me. One of the issues has been treatment professionals changing appointments at the last minute. I really was feeling disrespected. There also are some issues where I am living with a new community manager recently hired, again this elicited feelings in me of being disrespected.
On August 23, 2016 after a rather heated discussion on the phone with the community manager that left me feeling frustrated & angry I left for my appointment at Massage Envy with Rebecca.
As I always do I arrived early, I took my Service Dog for a walk then headed to Massage Envy. None of the regular workers were at the desk, no one knew who I was – the regular workers know me. I gave my name but that DID NOT help I was informed that their computers were not working. They asked who I was scheduled to see & I said, “Rebecca”. That was when I was informed that REBECCA WAS NOT IN but if I waited “a bit” SOMEONE ELSE WOULD SEE ME.
After all the DISRESPECT I have suffered these past weeks THIS WAS MORE DISRESPECT. If I wanted to see someone other than Rebecca I WOULD NOT have waited for her to return from vacation before making a follow up appointment. I would have seen someone else in her absence. I DID NOT want to see anyone but Rebecca which is why I DID NOT schedule with another therapist when she was on vacation.
Given that my appointment was at 1 pm – there were HOURS in which Massage Envy knew that Rebecca WAS NOT IN. The should have called me & given me the option of coming in or not.
I considered calling Massage Envy to see when Rebecca would return but I HAVE DECIDED NOT TO RETURN TO MASSAGE ENVY & WILL BE CALLING THEM LATER TO CANCEL MY MEMBERSHIP. I WILL NOT GO TO ANY MASSAGE ENVY IN THE FUTURE AS I FEEL THIS WAS VERY DISRESPECTFUL & INCONSIDERATE.
Furthermore, I WILL NOT recommend Massage Envy to anyone I know now or in the future.
I have ALWAYS been very happy with Rebecca’s services but after waiting WEEKS for her to return from vacation before making an appointment, having this appointment with her confirmed the day before then arriving to find out she WAS NOT in I NO LONGER WANT TO BE A CLIENT OF MASSAGE ENVY.
If you do not WILLINGLY CANCEL MY MEMBERSHIP I WILL INFORM MY BANK TO NO LONGER ISSUE PAYMENTS TO MASSAGE ENVY.
I had the option of seeing another massage therapist while Rebecca was on vacation but I chose not to do this because I had a good working relationship with Rebecca. I was told that Rebecca would be returning from vacation on Monday August 22 so I made an appointment with her – SPECIFICALLY for August 23. On August 22, this Massage Envy location called me & CONFIRMED my appointment with REBECCA. I had to forgo a medical appointment to keep this appointment with Rebecca. It was not until I arrived at this Massage Envy at my scheduled appointment time that I was told Rebecca was not in. Also on the day of my appointment the computers were not working at this location.
THE WAY I WAS TREATED WAS UNPROFESSIONAL & DISRESPECTFUL & I NO LONGER WANT TO DO BUSINESS WITH YOUR COMPANY.
ARE YOU GOING TO WILLINGLY CANCEL MY MEMBERSHIP OR SHOULD I CONTACT MY BANK & REFUSE ALL FUTURE REQUESTS FOR PAYMENT FROM MASSAGE ENVY?
Peg Meerkatz
(984) 888-XXXXX
I called Massage Envy Corporate Office on Tuesday, August 23 & sent the Corporate Office and email on August 24 – TO DATE NO ONE HAS GOTTEN BACK TO ME.
I called Massage Envy @ Southpoint#414 8202 Renaissance Parkway Suite #111 Durham, NC 2771 on August 25 & told them that EFFECTIVE IMMEDIATELY I want to CANCEL MY MEMBERSHIP. I will be going to a PROFESSIONAL MASSAGE THERAPIST at DUKE HOSPITAL in the future.
I WAS NOT able to speak to the manager, the person I spoke to on the phone said I CANNOT CANCEL MY MEMBERSHIP UNTIL APRIL 2017. THIS IS NOT GOOD ENOUGH.
I joined this Massage Envy & was initially going once a month. I have a number of disabilities, walk with a walker & use a small Service Dog. On March 29, 2016 I was in an auto accident that has resulted in chronic neck pain. I found that the massage was the only thing that helped with the neck pain. Soon after joining I received the services of a therapist named Rebecca. I really liked her & felt so much better after treatment with her. From that point on I always made my appointments with Rebecca. Since I was receiving so much benefit from the massage I increased my visits to 2x a month.
The last time I saw Rebecca I went to make an appointment in 2 weeks but was told that Rebecca would be on vacation for several weeks. I took the next available appointment with Rebecca which was August 23, 2016 at 1pm.
I could have seen someone else in Rebecca’s absence but because I worked with Rebecca for so long I felt she knew my body & my needs so I preferred to wait for when she returned.
On August 22, 2016 I received a message (I was not at home) from Massage Envy at Southpoint confirming my August 23, appointment with Rebecca (they said the appointment was with Rebecca) at 1pm.
Another doctor I see had a schedule change & could not see me at my appointed time. His office called me on the morning of August 23 & said that they had a cancelation that afternoon for 1:20 pm. I told the “NO I had a 1 pm appointment”. Knowing Massage Envy’s policy that I only had until 10 pm the evening before my appointment to cancel I knew I COULD NOT change the Massage Envy appointment. I could not schedule this doctor until September 6, 2016.
The past 2 weeks have been extremely stressful & frustrating for me. One of the issues has been treatment professionals changing appointments at the last minute. I really was feeling disrespected. There also are some issues where I am living with a new community manager recently hired, again this elicited feelings in me of being disrespected.
On August 23, 2016 after a rather heated discussion on the phone with the community manager that left me feeling frustrated & angry I left for my appointment at Massage Envy with Rebecca.
As I always do I arrived early, I took my Service Dog for a walk then headed to Massage Envy. None of the regular workers were at the desk, no one knew who I was – the regular workers know me. I gave my name but that DID NOT help I was informed that their computers were not working. They asked who I was scheduled to see & I said, “Rebecca”. That was when I was informed that REBECCA WAS NOT IN but if I waited “a bit” SOMEONE ELSE WOULD SEE ME.
After all the DISRESPECT I have suffered these past weeks THIS WAS MORE DISRESPECT. If I wanted to see someone other than Rebecca I WOULD NOT have waited for her to return from vacation before making a follow up appointment. I would have seen someone else in her absence. I DID NOT want to see anyone but Rebecca which is why I DID NOT schedule with another therapist when she was on vacation.
Given that my appointment was at 1 pm – there were HOURS in which Massage Envy knew that Rebecca WAS NOT IN. The should have called me & given me the option of coming in or not.
I considered calling Massage Envy to see when Rebecca would return but I HAVE DECIDED NOT TO RETURN TO MASSAGE ENVY & WILL BE CALLING THEM LATER TO CANCEL MY MEMBERSHIP. I WILL NOT GO TO ANY MASSAGE ENVY IN THE FUTURE AS I FEEL THIS WAS VERY DISRESPECTFUL & INCONSIDERATE.
Furthermore, I WILL NOT recommend Massage Envy to anyone I know now or in the future.
I have ALWAYS been very happy with Rebecca’s services but after waiting WEEKS for her to return from vacation before making an appointment, having this appointment with her confirmed the day before then arriving to find out she WAS NOT in I NO LONGER WANT TO BE A CLIENT OF MASSAGE ENVY.
If you do not WILLINGLY CANCEL MY MEMBERSHIP I WILL INFORM MY BANK TO NO LONGER ISSUE PAYMENTS TO MASSAGE ENVY.
I had the option of seeing another massage therapist while Rebecca was on vacation but I chose not to do this because I had a good working relationship with Rebecca. I was told that Rebecca would be returning from vacation on Monday August 22 so I made an appointment with her – SPECIFICALLY for August 23. On August 22, this Massage Envy location called me & CONFIRMED my appointment with REBECCA. I had to forgo a medical appointment to keep this appointment with Rebecca. It was not until I arrived at this Massage Envy at my scheduled appointment time that I was told Rebecca was not in. Also on the day of my appointment the computers were not working at this location.
THE WAY I WAS TREATED WAS UNPROFESSIONAL & DISRESPECTFUL & I NO LONGER WANT TO DO BUSINESS WITH YOUR COMPANY.
ARE YOU GOING TO WILLINGLY CANCEL MY MEMBERSHIP OR SHOULD I CONTACT MY BANK & REFUSE ALL FUTURE REQUESTS FOR PAYMENT FROM MASSAGE ENVY?
Peg Meerkatz
(984) 888-XXXXX
Not only do many people not hear back from corporate office, but a manager named Rachael in Delafield Wisconsin told me she’d call me back 2 weeks ago & I’ve yet to hear from her.
I was just recently at the massage envy in Apple Valley MN and the lady charged my card on file without asking, I told her no I have a gift card, cancel my credit card and put it on the gift card, she said hold on I don’t know how to do that I willl have to have someone help me. Well they need to train all employees on how to cancel a transaction I know im not the first person that has asked for a transaction to be cancelled. I asked her multiple times if she cancelled my card and that the money would go back into my account, she kept telling me yes. Well no they over charged me and the money was never put back on my card like I asked, I called and spoke with the manager who was very rude and basically told me there was nothing she could do and called me a liar when I said they over charged me. The massage therapist was amazing but the management HORRIBLE.
Wow is all I can say about this place, I have been going to this place for years but recently moved and had to start using a different location and it has been a total nightmare and Tonya the manager is so rude and a liar!!! Worst manager ever. If you have a payment due she will call you constantly but if you have a problem she will not return calls, instead she will tell you she called and left messages however I’ve had no missed calls or voicemails! If this place doesn’t get a new manager soon, they will go out of business. This manager treats people like dirt…
I go to the Massage Envy on 6 Pines Drive, Market Square, the Woodlands, Texas.My therapist is Me Smith. She is fantastic and as helped me tremendously. Today, she apologized to me for talking too much during our last session. Astounded, I asked why. She said the manager taped a note to my folder saying I complained.That is a bold face lie!! I have never complained about Meg. I strongly resent being used by Samantha. It is unprofessional, wrong, and questions my veracity. I sincerely hope you look into this matter. I abhor someone saying I said something I didn’t. Neither Meg nor I deserve this kind of treatment. Barbara Garman 7/8/2014.
Corporate would be well advised to inspect all the clinics owned by Erica and Deon Rice. I have never experienced owners who are so neglectful of their business. Getting simple orders for soap, windex, toilet paper, paper towels, you know, things that are needed by the employees to maintain a SANITARY work space.. Well, it is like pulling teeth. The employees themselves, while getting paid a pittance by the greedy owners, have often provided their own supplies all while Erica and Deon write bad paychecks. We have had to water down hand soap because the Rice’s cant seem to find the time to authorize an order. These owners have so little trust that they do not authorize anyone to do this in their stead. They are that greedy. Yet they steal their employees labor by bouncing checks, and being so neglectful that we often have to purchase our own supplies. We should unionize. Corporate monsters! These people no nothing about properly running a business. They are TAKERS!
I too worked for the a**holes and you are completely correct in how they treat their people and clients too. Please check your w2’s for the SSA deduction. They were taking too much from our checks and not paying their share. I am about to start a class action. And there are already some pending, They are in trouble with the IRS for tax evasion and that is why they were bouncing checks.
I am very dissatisfied with the managers at massage envy in waldwick N.J. I was cheated out of a massage that I paid for after I was told I had 1 coming to me and it was booked by a manager!! This was my second bad experience within a year. The first was Christmas when I bought the buy 3 get 1 free gift cards. I was told I could use them only at the place I bought them but they said they would make an exception and put it in my file in the computer, but when I went to the 1 I go to it was nowhere to be found and they had to research the whole thing…..Very stressful when after your massage your arguing with management .Who do I ask to go over my file to see how many I paid for and how many massages I received?
My name is Jeffrey Harkness and I have a membership at your Austell location in Georgia I have a complaint about your membership contract I feel that you have customers locked into a contract today can I get I love their spending unnecessary money and I feel that it’s highway robbery I also feel that I should be able to use up anytime that I have paid for under the membership program I also would like to cancel my contract as soon as I can because I feel that it is not worth me spending anymore money because I’m not getting the satisfaction that I deserve if you like to get any more information you’re more than welcome to call me at 678 362 XXXXX once again my name is Jeffrey Harkness
In an effort to make this easier ill paste my review for yelp..but I’m to the point where I don’t believe it matters based on my experience. I can tell you that the Rancho bernardo location is full of lying trash. I even asked for manager callback but nothing…which is expected. It took me a while just to get the money for my wife’s massage. Currently going thru cancer and 50 is a lot. 100 is the price we ended up paying. I left abb long yelp review with viewers going thru the same thing. Is it worth the reputation and 50$ for this. My next complaint is to the BBB. That way I know they will respond. Save your money for another company that respects its clients and not willing to lose future potential for ripping off a customer today.
I recently resigned from the flagstaff franchise due to horrific management skills and professionalism. I am very disappointed with how I was treated. Not only the treatment I received as an employee, but also to realize I was not the only employee being treated in such an awful way. Siobhan and Paige need a real attitude adjustment. These two are putting out a bad reputation for Massage Envy. I still have yet to receive retail commission as well as service commissions and hourly pay. The love franchise still owes me money and refuses to pay! Everytime I have tried to address a mistake in my paycheck the both of them give some sort of excuse as to not paying or that they simply changed the protocol on commissions. Might I add without making me aware of those changes. My scheduled work hours were also changed without contacting me. Siobhan and Paige have harassed me on multiple occasions over the phone and like to play the name calling game. I thought I was working for a well to do company that liked to better lives. As far as I’m concerned these two are pretty good at making their employees lives a living hell. I would strongly suggest for the name and reputation of massage envy that you make it a high priority to get corporate out there before it’s too late. It might even be too late because the only manager of high standards and professionalism is leaving, nor do I blame her!! This franchise already has a very high turn over of employees as it is, once amber leaves who’s to say what condition this franchise is going to be in.
I worked at the massage envy in pikesville md. Dirtiest place I have ever been to! The place smelled horrible and there are bugs everywhere! It was so bad that myself and a few other coworkers got rashes. Not only that, but they advertise that they are open corporate hours. However, that is not the case. They are open 9am-9pm 7 days a week. The owner was deducting money from our pay checks for errors we made until we informed him that what he was doing was illegal (as if he didn’t already know that!) They charge you a $150.00 cancellation fee if you cancel while you are in contract. Read what you are signing people! No where in the contract does it state you will be charged a cancellation fee! Also, that is not corporate policy! No one that works there has anything nice to say about the place! The owners owe BGE at least $2000 and the company that delivers the linens $6000! No wonder BGE came in 2 times in 1 1/2 months to turn off the electric! And to top it off, as if that wasn’t bad enough, but most of the therapists and estheticians are drunk/high and/or drinking/getting high on the job! I have already contacted the better business bureau. Save your money! Massage envy is definitely a scam and the worst place you could go!
My intention was to inform you of the lack of service I received at your Huntersville , N.C location. However after reading the many complaints all I request is the cancellation of my membership. You see I have been ill for the last several months and will be having addition surgery this month. When I called to have my membership cancelled I was told that I needed to bring in person my doXXXXentation regarding my health and surgeries. This I find to be unreasonable as I am unable to walk. Therefore if your office does not cancel my membership within the next ( 48 ) hours I will begin a blitz of notices to the BBB, Charlotte Observer , Local TV , Radio and Newspapers. In addition I will advise my bank to decline all attempts to draft my account. A written response to this message would be appreiated.
Joseph Murgolo
704-875-XXXXX
Sherman Oaks, Encino, and Studio City Massage Envy. To the owners. PAY YOUR EMPLOYERS A LIVING WAGE. Shame on you….. When your life falls apart just remember how you treated others. Karma. Your greed will turn around and bite you.
In July of 2012 myself and three girl friends were vacationing in Pensacola, Florida. We attended the massage envy there at which time I signed up for a three month membership. At that time, I used one of the massages and treated one of my girlfriends to one, leaving me with one left. While doing my taxes and going through my bank statements for 2013, I noticed that I was being charged monthly for massages by the Pensacola Florida location. I called them today to find out how many services I’ve racked up, how to stop the charges, and who authorized the automatic debits in the first place. It was confirmed by the person in the phone that I did in fact have a three month membership that should have never been automatically renewed. I was told that I could transfer my account to a location in Baton Rouge, where I live but in order to stop the unauthorized charges, I would have to cancel my account. Upon cancelling my account, I would then have 30 days to use all 15 massages! Currently, I am 39 weeks pregnant and it would be impossible to use 15 massages in 30 days. I was also told that I could freeze the account to temporarily stop debits but upon unfreezing it the drafts would start again. The only way to stop their unauthorized charges would be to cancel. Again, if I cancel I have 30 days to use 15 massages. This is a scam and completely unethical and illegal. If it took you 15 months to steal my money, I should be given at least 15 months to redeem my prepaid, unauthorized massages.
I’m 6 month pregnant and had canceled my account 10 months ago. I can’t possibly use my sessions in 6 weeks and they won’t give me a refund!! I’m disgusted with their management practices and want to report them to someone who can advocate for me!! Sounds like my hands are tied as they have my $600!
MP… I’m in the same situation, I’ve been a member for 2 years and cancelled my membership in June….I had 4 unused massages and was NEVER TOLD that I had to use them up within 30 days of my cancellation. I was surprised when I went to make an appointment the other day and was told I no longer had any massage….I think that is BS.! I’m hoping corporate can do something….and if not wondering what other course of action we might have. I told them it was poor customer service on their part and that I would certainly tell everyone I know to not use Massage Envy…
Biggest Scam ever! Whatever you do DON’T become a member!!!
Went in with my daughter for my birthday had a okay experience at the end they talked us into a membership the girl who signed us up said let me go over the contact this part says this just initial and so on my BIG mistake I didn’t read the fine print. She proceeds to tell us that you can cancel at “anytime” with a 30 day notice. WRONG! You are trapped and have to pay for the full year weither you use the massages or not! I called to speak to the manager NO help said sorry! I explained you can keep my money I have not used 1 massage just cancel the contact NO! So I’m paying $1296.00 for nothing! I think this is entrapment! I even offered to pay a fee to cancel! NO HELP! I will bad mouth this company to everyone I know and I will be reporting it to the BBB!
I would like someone from billing to contact me. I am supposed to be having a massage right now. I called prior to my appointment to ask about tipping. The gentleman on the phone started explaining that I was going to be charged today and then charged again, which led to a discussion about the membership. I didn’t understand what he was saying and i told him that and he kept repeating himself, so finally i said please cancel my membership i dont want to deal with this. he kept trying to talk over me so i told him again to cancel my membership. he said “no thank you” and hung up the phone.
I called back and was told my membership would be cancelled but I would like to talk to someone from a corporate office because I don’t beleive for one second that my credit card will be taken off files.
My husband and I are wellness members and every month our fees are automatically removed from our separate accounts. When we had 8 pre-paid massages we asked them to hold payments until we could use the current pre-paids. They did. however we weren’t able to use them all before they started charging us again. I asked again for the same help – they said I should just cancel my membership but with 6 pre-paid massages to myself and my husband that totaled over $700.00 we were told no refund – so we asked them to hold account withdrawals so we could use them again – with schedule conflicts and difficulty booking massages we are at the same junction; however when my bank card was compromised I was issued a new one – Massage envy began charging my account to my husbands card also. They said that I signed an agreement – but that was with my bank card – where do they get off making these charging decisions???? I have just had another conversation with the location manager to whit “she will get back to me” thats what I heard 10 days ago – I called them! I want my money back or time to use my pre-paids without any more charges!!!!!!!! is that too much to ask?
I have always had a great experience at all the locations that I visit in Austin TX.
The massage therapists are great, the front desk is always professional and welcoming!
They know me by name!
I am reading these reviews and have NOT had the same experience!
Problem is – customers are more likely to post negative experiences than good ones, so let this be the review that gives MASSAGE ENVY an A+ in my book. I love my membership and all the member benefits. Some customers are just harder to please.
I am in agreement here. I have been a member of Massage Envy for over 5 years and have always gotten my money’s worth, and more. I think Massage Envy is a fabulous organization and brilliant business model. As with any personal service business, most experiences are based on the individual who provides the service. It sounds like … from reading these comments that many employees are unhappy. This I understand. It is difficult to get good people to provide exceptional services for clients. Massage Envy may need to do a better job retaining good employees. Happy employees make happy customers!
John – as a massage therapist, that has worked for Envy for 4 years, and because I’ve lived in a few different states, I’ve also worked at 4 different Massage Envy’s. Although I agree with you, that people tend to only report the negative, I can honestly say, these things on here, are all true! These franchises have all been bad in my working experience! I’m a 42 year old woman. I work very hard and do what I’m supposed to do. But they have all been bad to work for and they don’t take very good care of the clients either. Its very apparent that money is their main objective! I’m glad you had a good experience.
I am a person who leaves positive & negative feedback & do expect to be treated with respect & receive what pay for. I had 3 issues with one particular person named Matt in Delafield, Wisconsin location & mentioned all 3 to management. (1-He scolded me on a voice mail for being 5 minutes late & threatened to cancel my appointment – meanwhile I’m maneuvering a bike race that closed streets around the lake I live on & was trying to get there without incident. Rachael defended his “always calm demeanor”. How dare a manager do so WHEN I HAD THE VOICEMAIL TO PROVE IT. 2-He wasn’t in the lobby 15 minutes into my next appointment (I believe intentionally) to check me in. I took a picture of the lobby clock to show management again as proof of this inept, spiteful being. “Sorry” is what I got for that. 3-I made 2 appointments with Matt, in person, & when I showed up a week later for the first one… you guessed it … I miraculously wasn’t scheduled anymore… & again “sorry”. “Sorry” I slotted my Saturday free time for this? I expect better than that.
Last straw… I was put in a room where there was what sounded like a screw rolling around in the ceiling HVAC (sounded like a screw in a tin can… for 90 minutes. NOT relaxing or enjoyable). Made matters worse that they told me they’ve been aware of it & “property maintenance just hasn’t gotten to it yet”. Then the DM, Rachael, told me she was NOT aware of the problem (so someone is either dishonest or not on top of their game) & she also didn’t think I should have been compensated (“it isn’t within her character to expect anything as compensation”). She had to end our conversation abruptly on a Friday afternoon to “pick her sister up” with no resolution. She promised to call me back on MONDAY. That was 2 weeks ago. I have not heard from her or the corporate office (whose way of accepting calls is via voicemail ONLY & according to the many complaints I’m seeing, the voicemail is simply ignored).
I’ve NEVER seen such AWFUL customer service in ANY industry in my entire life. It seems to be their culture to demean, ignore, play petty mindless games. They don’t hire the best… that’s for sure! One receptionist was discussing a client’s financial misfortunes (by name) loud enough for the entire lobby to hear. Between her & Matt & Rachael & Elise’s mindless, insincere, empty “sorries” , & corporate’s voicemail abyss, & NO resolution (to the 90 minutes of what may as well should have been nails on a chalkboard) I’m ready to move on. And spread the word!
THESE FRANCHISES, INCLUDING CORPORATE, COULD CARE LESS ABOUT THE CONCERNS OF THERE CUSTOMERS. I HAVE CANCELLED AFTER OVER 5 YEARS OF DOING BUSINESS WITH THEM.
PLUS, I WAS RAPED BY ONE OF THE MASSAGE THERAPISTS AND HAVE HELD IT IN. BUT NOW I AM GOING TO THE POLICE AND REPORTING THESE A**HOLES TO THE BBB.
THEY ARE FINE UNTIL A REAL CUSTOMER SERVICE ISSUE. THEN THEY WANT TO CANCEL RATHER THAN DEAL WITH IT!!!
Poor Customer Service from Kaylan at Santa Fe NM Office.
I inquired about transferring my massage to my daughters, since my wife and I could not make it. Massage envy charges a $10 dollar transfer fee. RIDICULOUS!!!
The franchise owner Brian Dillard would not waive, the fee. He would rather lose my monthly membership fee.
Kaylan had the nerve to ask ,e why I had such a “hard time” with the $10 transfer fee. Rude young lady, with poor customer service skills.
I will be cancelling both mine and my wife’s membership fees.
I AGREE PAUL, THEY WOULD RATHER LOSE ME AS A CUSTOMER AFTER 5+ YEARS INSTEAD OF WORKING WITH ME!!
IDIOT SMALL BUSINESS OWNERS!! THEY WOULD STILL HAVE MY CONTINUED INCOME FOR YEARS TO COME!!
I DON’T HAVE A SINGLE PROBLEM WITH MY CURRENT MASSAGE THERAPIST!! IT IS THE SMALL BUSINESS OWNER!!
WORST PLACE EVER!!!
DO NOT EVER GO TO ONE IN NEEDHAM ST, NEWTON, MA!!
I am about to get a lawyer. For two years now I have been getting the run around. I am still after all this time trying to get my paycheck. Nobody wants to help. Im told to speak with different people from different offices and still no check! Im done I have absolutely had it, fed up!
I completely understand! the same thing is happening to me right now! I did not work there for free. It would be nice to get a paycheck! Definitely speaking to a lawyer about this. It wasn’t much but thats not the point!
Potomac Yards..
I absolutely love Marcus, who is the best massage therapist I have ever had. Tayana gave me the best facial I have ever had.
The only bad thing is that Charles the manager is the worst, most rude, disrespectful manager I have ever met. He completely rushed me off the phone he did not answer and or respond to my concerns and that is the reason for me cancelling my membership.I will never patronize massage envy because of this rude individual.
I AGREE THE MANAGERS\OWNERS ABSOLUTELY SUCK!!! AND IT IS NOT JUST ONE LOCATION
Thornton, CO
My girlfriend and I are new members and have been treated pretty well for the most part. We have had a different masseuse every time which is not a big deal at all. This is our time together due to a difference in schedules so we like to come in together for our massages.
First problem:
We booked an appointment and arrived a little bit later towards the night after a long day for both of us. My girlfriends masseuse came out and explained that she wasn’t physically able to perform a massage for her cause she hurt her arm? It would’ve been nice for a phone call of some sort before hand. We cancelled and went home.
Number 2:
I wanted to surprise my girlfriend for her birthday and had a whole day planned out to pamper her. Massage Envy was the 2nd stop with a surprise visitor to keep her company. I booked this a week and a half before her birthday and made all the arrangements so that it was an easy check in and check out process. I stopped in right before she got there to make sure everything was set to go. I got the thumbs up from Ed. Minutes later I get a phone call from Ed not knowing what was going on? What? I was just in there and just spoke to this kid! He had the conversation of what was going on and who was going to be meeting my girlfriend there…NO LONGER A SURPRISE! Thanks Ed.
Number 3:
I was told that my membership fee would be pushed through early and that would take care of the birthday visit! They pushed it through, then 6 days later I get another charge on my account for the monthly membership fee! What? I thought this was already charged on the 11th? I called and talked to Ed, which was no help at all, and then talked to the Manager on Duty, Cody. He helped as best as he could. I expressed my unsatisfactory feelings towards them and asked to cancel my membership, he says “Sorry, you’re in a contract for 12 months.” Wow! I understand contracts but you guys screwed me over a couple times now! The only solution was to refund the additional charges. Nope! “It won’t let me” he says. So I basically get store credit? I don’t want that, I would like my money back but that won’t be happening.
I’m frustrated. There was no communication there! My birthday surprise was spoiled. They had no regards to my finances. Very unhappy.
I had an unpleasant experience with the manager at the Roswell, GA Scott St. Spa, yesterday, Mar.18/14. I had a massage last week, staff treated me very well, therapist was wonderful. Everybody was wonderful with my therapy dog, actually another dog was there, not a therapy dog. I checked in yesterday, manager was at there front desk, in less than 20 seconds. She asked do you have a dog. I replayed yes, the same therapy dog as I had last week. In a rude, authoritarian manner, she said put him in the car. I advised her it was against the law to refuse a therapy dog and I would of never join if he wasn’t welcomed. This has never happen before, I’m new from Ann Arbor. She talked me into leaving him in an office while I got my massage. I get very emotional with confrontation, felt overwhelmed and agreed. She said he wouldn’t of been allowed last week if she as there because it’s a non allergenic spy but he can be in the front area but not the massage rooms. She stated she was calling corporate. My massage was good, a new person, the person I had last week quit. I tap on the managers door she didn’t answer, I told the front desk I wanted my membership canceled, as I was moving anyways. She suggested to call there the XXXXming Spy where I’m moving. I called the XXXXming Spy GA, the reception stated she had never been asked about a therapy dog before, but would speak to her manager and get back to me at the end of the day. Within 10 minutes she called back, said they would love to provide me treatment with my dog. Her manager offered me a couples room if that would be better for the dog. I told them he’s only 8pounds and that would not be necessary. By the way he is non allergenic breed.
I left the massage yesterday with a sick stomach, head ache, extremely anxious the more I thought about the way I was treated. The ignorance of the manager bother me, I don’t mind educating people as my disability is in invisible to look at me. As we know a lot of vets coming home from war are having great comfort and success from therapy dogs. Do they need to be treated in this manner? I’m hoping my experience with the XXXXming Spy will be better, I always believe in giving people/businesses second changes if they are willing to do the right thing!
Will I get a reply. I called Corporate. I realize the Envy are franchises but this this a matter to be raised with all your Spy’s. The Roswell manager stated she was calling corporate but didn’t bother to even talk to me after my massage. This woman needs to be educated and maybe some sensitivity training would be a good idea.
CORPORATE ALLEGIANCE IS TO THE FRANCHISES. FRANCHISES DON’T GIVE A RATS A** ABOUT YOU.
WORST CUSTOMER SERVICE IN THE WORLD EVER!!!!!!
I FCKING agreed. I was hired and quit after three days because the people is just flat out disgusting. I always inform people not to obtain a massage at Massage Envy PERIOD!!!!!
My husband and I went to massage Envy in studio city CA for the first time today and had a horrible experience! We will never go back there! It is nothing close to others Spas! And the only reason it’s called a spa is because they offer facial ! We wanted a couples massage and reserved it for that.. Once we arrived we were told that we will be hearing noises from the restaurant next door and it can get loud ( we were not informed over the phone). We basically wasted our money!
This place is a total ripoff. Do not even give someone a membership as a gift either. it is a huge hassle as they require credit card info (of course) to hold the appointment even if it is a prepaid gift membership; then they will try to charge membership fees at a later date and even will call you to tell you nastily that your membership has been cancelled. I hate this place mostly due to the idiots who run the front desks/appointments/payment. They are the rudest bimbos ever and, by the way the act, surely in the wrong business.
I attempted to schedule a massage for me and my partner i have a perf. Of a man because my first time here the female was not good at all. I called 4 diffrrent massage envy’s that were close to me and all of them only had one male avail. Which is a huge inconcience . The manager or staff at the buckhead piedmont rd loc. Seemed as of they could care less. So I had planned a special day with 2 massages but only one of us got the massage . MAYBE they should try getting more male massagers
I have had decent experiences in the past. Today, I arrived 15 minutes prior to my scheduled appointment and was informed that I was not scheduled for that day. I stated to the receptionist that I had made this appointment over a month ago when I was seen at their facility. The receptionist stated that I had canceled my appointment earlier that morning. I told her that I never canceled my appointment and asked for doXXXXention when this supposed “cancellation” occured. She then responded that it must have been a computer glitch that happened earlier that morning. I told her if the computer glitch happened early that morning, then my name would still have been in their system two days before for my scheduled appointment and they would have called (which they have done without fail for the past year since I have been a member) to confirm my appointment a day before the scheduled massage. I asked why they didn’t call to confirm….(because someone already took my name off the schedule prior to the so called “computer glitch”). they have already scheduled someone in my slot and could not scheduled me for my therapist. They offered to schedule with another therapist. At first I was hesitant but finally gave in since it was free of charge.
The massage therapist are awesome! The problem I have is how the front desk dodges their responsibilities and can not even admit they made a mistake. This is not the first time that something like this has happened. In the past, my husband had been called 10 minutes prior to his appointment stating that his therapist “just called in sick”. He was already in the parking lot outside the facility when he received the call. They offered to reschedule for another day which would have been an inconvience for him. They have no consideration and have no idea that some of their clients drive at least 40 minutes to their facility. The therapist that supposedly “just called in sick” was actually sick but she called 24 hrs ahead to Massage Envy and informed her employer that she was sick and to call her clients to cancel or reschedule their appointments. The therapist called her boss on a Friday morning and my husband didn’t get the call from Massage Envy until Saturday at 1:50 pm? TOTAL NEGLECT!
I will continue to go to their facility because my therapist is awesome and has done a great job with my lower back, but don’t expect me to by super nice to the people working the front desk!
Massage Envy in Wayne and Admore Pa . The owner Christine Winklevoss is out of control rude and obnoxious. She practices unethical business standards , that I’m sure are not acceptable to the Massage Envy corporate. Please investagate the way she treat her clients and employees . Its just uncalled for the way she conducts businesses .
Dear Lisa,
Massage Envy is NOT in the Business of Helping People, JUST TAKING THEIR MONEY!!! They will allow you to Cancel but you will LOSE ALL 23 UNUSED MASSAGES…they will Graciously allow you to transfer the massages. I was TOLD a year ago that I could transfer my massages but was NEVER told until today, after I worked very hard to find people to take over the massages, that the rule is I can ONLY transfer 1 massage per month and never to the same person within 6months SO TO RECAP: I can continue paying Massage Envy $59.99 per month and continue to add to the prepaids while I transfer 1 per month with a $10 fee per ea transfer and at the end of it I will have paid for 28 massages @ $59 ea= $1679.72 + $280 in transfer fees = $1959.72 and I will then have an additional 28 prepaids @ $1679.72 yep you guessed it:and be right back in the same position!!! In Other words: Massage Envy DOES NOT CARE ABOUT YOU, ME or ANYONE else in a difficult spot they only want their $$$$$$ Lose 23 Now or Continue to be RAPED by this COMPANY!!! They WON’T HELP YOU!!!!!!!!
Yes Jana, I am in the same exact position as you. My regular maseusse left, and since I went because of her, I wanted out. (I am a piano player and she specifically does my hands). I have 14 prepaids and they are giving me the same song and dance as you. I will spread the word around to anyone and everyone to NEVER BECOME A MEMBER.
TO WHOM IT MAY CONCERN:
I HAVE A MEMBERSHIP MY HUSBAND HAS USED ONCE.
IT WAS TRANSFERRED TO ME. I USED IT ONCE.
I HAVE 23 UNUSED MASSAGE SESSIONS.
I WOULD LIKE TO KNOW WHAT WE CAN DO
SO I DONT JUST THROW AWAY ALL THE MONEY I SPENT
ON THIS MEMBERSHIP THAT I HAVE NOT USED. PLEASE HELP ME
TO RESOLVE THIS PROBLEM. I MUST CANCEL MY MEMBERSHIP,
CAN NOT AFFORD IT AT THIS TIME. MY HUSBAND HAS LOST HIS JOB.
signed up for 1 year contract for myself and my fiancé between both of us we have about 22 massages left that will be wasted. Massage Envy is giving us 60 days to use them up or we can opt to pay 60 dollars for additional 6 months bullXXXXX.