Massage Envy
Reviews and Complaints

I Charlene Cottam was in today at 3:00pm for a hour and half medium pressure full body massage. This was a gift from a friend that was in town for the weekend, her name is Nancy Smith. We both had a hour and half massage. My massage therapist was named Monte. Honestly the worst therapist I have EVER had. Terrible bed side manner, which is not my complaint but thought you should know. This medium pressure turned out to be pin pointed on my left shoulder blade that he wasted 40 minutes using his thumb to pressure point or his elbow. Never his hand or fingers in a massage motion. He poked and poked for 40 minutes in that one place. He then went to other shoulder blade and spent another 15min doing same poking motion. Then unbelievably he went back to initial shoulder blade and started the same motion AGAIN! I then verbally (never have I ever done this before) said " I'm done! I can't take this anymore "He then moved to the legs and literally rubbed them, NOT massage them, a total of 3 times. Now he asks me to roll over. I must say I wanted to get off table and end it there. Laying on my back wasn't any better. More pressure pointing on back of my neck tat was more of an irritation than a massage. Finally it was over, worst experience I have ever had. I did not complain at front desk I didn't want any drama in front of a room full of your other clients. I want you to reimburse my friend her 1.5 of credits for this terrible massage. Please contact me at my email address [protected]@yahoo.com

I have had a membership with Southlake East Texas for years. I have contacted them 7 times - 3 specific conversations and 2 - l v m and 2 just hung up. I spoke with Michelle twice and she promised she would send me a statement showing the messages I have used because our records reflect different things. I show I haven't used all my massages and she says I have but can not give me dates. I asked for that statement and a cancellation form to be emailed me both times we spoke. Have received nothing. On 9/24 I called and spoke with Gabby and she Michelle would not be in until Tuesday but she would text her and try to get this taken care of. I heard nothing from Michelle.
I use the Preston Forest location in Dallas all the time and they are so kind and caring about members. My next step is to turn this over to the Better Business Bureau for resolution. I think Corporate should know what type of membership values Southlake East has.

My concern is the ME Membership and the extreme lack of forthcoming when a Massage Envy employee asks a customer if they would like to join the massage “Membership” and get discounts on monthly massages. This being done immediately after having just stripped down for a massage in a room with a stranger and receiving a nice relaxing massage. When you come out of the massage room you are relaxed and even a little giddy and not on top of your game. Actually feels like a betrayal. You couldn’t have asked me before the massage while I was waiting in the waiting room so I would at least have a chance to be on top of my game?

After my massage I was immediately asked if I would like to join the massage membership and get discounts off monthly massages. Of course, feeling pretty good, I said yes, I could handle feeling this relaxed once a month. They employee said great it's 60 dollars a month, can I see your debit card. So, okay, they’re going to automatically take this out of my account, that’s pretty common.

I am looking around the room while they are getting my “Membership” ready, given nothing to review, nor does the poster on the wall mention anything about the details, nor do any of the employees behind the counter mention anything about any of the details. I guess, why should they, since they can use the line, “it’s in the contract” later on after they’ve got you? Then they reach over the counter and say initial here, here, here. Shame on me for not taking control and saying hey, I need to sit down and read all this. Or, well, maybe shame on Massage Envy for taking advantage and not at least giving a quick review of what this "Membership" really is.

I work at a bank and we are required to at least make sure that our customers are aware of what it is they at signing. No, the Federal Government does not require the customer to understand what they are signing, but they require that we, the bank, explain to the customer what they are signing.

There was no mention of hey, this is a contract “membership”; a year long “membership”; one you cannot get out of without moving away or getting a doctor's excuse, or please read, you only have 3 days to back out of this.

Then my next relaxing experience with Massage Envy is when I call at noon from work to cancel an evening appointment realizing I will not make it back in time for my appointment. I’m put on hold, and then told, oh, you have to pay for half the fee for not cancelling 24 hours ahead of time... and, then get told "It's in the contract..."

This is truly a dangerous game you all are playing. Taking advantage of customers as they’re leaving from an hour long massage. This totally goes against what you advertise. Relaxation, lowering blood pressure, less time lost from work... could be, really, if one didn’t stupidly fall into a contract. I'm ticked at Massage Envy, mad at myself and embarrassed for trusting Massage Envy.

One would be expected to immediately change their demeanor from, relaxed, and all is right with the world, to immediately use your head and be on your game for these same people about to get you by the tail into a contract. Horrible way to get life-long members ME. So disappointed.

When buying a $100 Gift card I received an 'Oops' message that I had entered something wrong and to got back and correct wherever there was a red correction notice.
Not seeing this red notice anywhere, I reentered the info and again authorized payment. Again, the notice that payment is rejected due to some improper information. Again, I reentered all and click pay site.
The fourth time it seemed to go through although I received no acknowledgement.
Within minutes, VISA Capital One sent me a message asking if these 4 - $100 Gift Cards were legitimate expenditures.
I left a message at headquarters to the recorded only phone answering service - access to a live customer service person not available.
Joe Sisson
760.994.0644

I had a scheduled appointment for a 2-hour massage with Russell Chavez on 09/20/17 at 4 p.m. at the Orange Hills location. I had scheduled this appointment a month ago. I have a packed schedule and for that reason try to book in advance. Less than 24 hours from my scheduled appointment time today, 09/19 at 7 p.m. I received a call from "Cassie" at the Orange Hills location letting me know Russell was sick, so my appointment was cancelled, and to call in to schedule “with one of our other therapists at this location.” When I called back to schedule with a different therapist for my time slot on the 20th, however, Cassie told me I could come in at 9 a.m. or 8:30 p.m. to schedule with another therapist! At first I was so taken aback I just ended the phone call- those times wouldn’t work for me and this seemed a far cry from accommodating the last minute cancellation on the part of Massage Envy, after I’d scheduled so far in advance. Based on the email communication I receive from ME regularly asking for reviews, it appears that customer satisfaction and Yelp reviews matter to the organization. I’ve been a member for years. After thinking about this for a couple of hours 09/19 I called Cassie back, at which point she told me I’d be credited points for some time on my next appointment (which really is less of issue than that I had been waiting a month for a 2-hour massage that was cancelled with no viable options offered). When I said this was unacceptable, she told me this would be conveyed to her manager the next morning (09/20) to work this out- preferably to offer me my same appointment that day with another therapist. However I did not hear from anyone from Massage Envy as of this writing. This feels rude and disappointing. I can certainly post this as a review to alert others, but that doesn’t resolve the issue for me. I think it’s crazy that an organization as huge as ME doesn’t have a back-up plan to substitute a provider if a therapist cancels at the last minute- very unprofessional, and you deduct money from my account monthly- which can certainly end. I do hope to hear from someone regarding this matter.

Dr. Eve Maram
714/715-6385

Hello,
I canceled my membership in May 2017 in connection of moving to overseas for work. I have been charged in August 2017 membership amount 59.99$ I have called to the office 8 times and every time was told the situation is fixed and I will get refund soon. However, it was never happened, every time I called they were acting as they heard about my complain at the first time. I asked to talk with a manager and they always tell me that the manager is not in office at that time. I asked them to manager give me phone call back and I never receive any responses from the management. I don't know what to do now. It looks like this way they stealing money from the clients. Please help, if not I will file the case in the court and will make sure to make the most unpleasant advertisement for this location.

Paid $300.00 for a package of 6 massages and didn't use any. It wasn't mentioned that there was an expiration date and after 6 months they automatically closed my account without warning or notice. None of this was explained at the time the contract was being explained. Now they won't honor the 6 massages that were purchased. Not to mention that every time I called to set up a time for a massage they were always booked.

I have just emailed the area manager so I'm copying and pasting the email here to save time.
Hello,

I have been a client at Massage Envy on Hulen for 10 months now. (not intentionally). I am very upset and have contacted corporate, left reviews on their fb page, and called them at least 15 times. I am asking for this to be resolved PLEASE so I can stop hassling with this! I have tried keeping good notes, but please forgive me if my dates are slightly off, etc.

In Dec 2016, I visited massage envy on hulen and got a massage with Jamie. I enjoyed this one, and so I became a member thinking this would be a great thing. NOT.

Shortly after my first massage, the front desk clerk called and asked me if I had taken Jamie's reading glasses while getting dressed. Of course NOT! I would never take something that didn't belong to me, and I was quite offended by this, but thought ok, maybe she thought I picked them up by mistake so no big deal. I did not take her glasses!

I scheduled a second appt with Jamie, and when I went in I asked her about the glasses and she said "I found them" but acted extremely rude and mad about having to do the massage. In fact, the massage was painful. I am not sure why she was acting this way, but it was very odd.

I went back two more times and requested other people, and honestly, they both sucked. One used no pressure, and the last one, the lady griped about her ex husband for two hours! It was miserable and I told them so when I left. At this point, I did not want to go back to Massage Envy. Jamie had been so rude, and had also said to me "don't get massages from anyone else here. Everyone is dirty". I thought that was very unprofessional.

I have called NUMEROUS times to cancel this membership thing. They always say they will cancel it and credit me back, but it's never happened. Then last week happened.

The $65.00 came out of my acct AGAIN and I was so upset. I called, and Jamie answered and I explained everything. She said there was a form I had to fill out and I said WHAT? No one ever told me that! She was EXTREMELY rude and basically said too bad not going to retro actively credit you and I'll email you the cancelation form. I had to call 4 times to get the form. I got it and called to make sure they rec'd it and every time she would answer and put me on hold and never come back on.

I asked her for her boss's number and she said I own this one and there is no one above me.

I had to resort to calling the other Massage Envy in FW to get help (thank you Montgomery Plaza!)

Looking on the Hulen FB page, everyone is having the same problem. If you call to complain, they put you on hold and never come back on.

Chase, please, can you credit me back to when I originally asked to cancel which was 3/16/17. My cell is [protected]. This would be six months of credits for a total of $390. I would greatly appreciate it. I would like to try a massage envy somewhere else, and I am really not picky. I am a very nice person! But, Jamie is VERY rude and she is going to run off all of your clients at Hulen.

Please let me know you rec'd this. Also, I emailed her the cancellation and asked for acknowledgement which never happened.

Thank you,

Kristy Mann

My father had a membership in which he had cancelled because of how awful he felt their service was and in doing so had his leftover sessions transferred to my mother's membership. This was done in June of 2017. It is now august and no where in this 2 month gap did they mention that the left over sessions would expire. We asked them what they could do about it and were not only rude, but they were generally unwilling to help at all. It is a responsibility of the staff to inform their clients fully regarding the services they are providing and they did not do this. Now we have lost $300+ worth of sessions. I would like this to be resolved by either a full refund or an extension with notice on the expiration dates of the sessions.

Massage Evy at 4037 Clark Road, Sarasota, FL 34233 was horribly rude to me over the phone and charged me for a 90-minute massage session that I never had. Reading all these other complaints, my own bad experience, and a dirty set of sheets, has made my decision to cancel my membership. The Manager, Tiara Savage was really rude t me over the phone and the other worker there sounded like she was falling asleep or high on drugs. It was ridiculous. NO one was willing to help me. Horrible experience.

Hello,

My name is Alexandra More and this will be my 5th time trying to contact the appropriate person. I called and left a message regarding the fact that I called to cancel my membership over 2 months ago and was told it would be taken care of. Yet I have still been charged twice now. Two months ago I made it clear that I no longer live in phoenix. When I called to find out why my membership had not been cancelled they tell me I have to come to the store location and submit paperwork, which is not possible for me. I located the store location twice to resolve my conflict and I received no help. I call costumer service and I get a call back 2 days later when I am at work. I call them back and no answer so I leave a message. I have not received any call back. I work full time and I am a full time student. I do not have time to be going back and forth with this. I asked to cancel my membership 2 months ago and information should have been given to me appropriately so I could cancel accordingly. I do not think it is fair I have had to pay for 2 months when I thought the membership was terminated. So this needs to be resolved as soon as possible and if I am not contacted I will start reporting fraud to my bank account.

Thank you,

Alexandra More

My name is Jennifer Pittmann. I had a membership with Massage Envy at the Gilbert Gateway location.  I received a notice that it was going to be closed. I received a letter that stated as of 03-01-17 my Massage Envy Membership was transferred to the San Tan Village. I tried that location once. This location is far for me and not very convenient.

I went to the Superstition Gateway location to use my last massage credit up.  On 03-31-17 the staff there helped me with the cancellation request form.  It was faxed to the San Tan Village location. 

On 08-14-17 at about 0924 hours I received a call from a staff member from the San Tan Village location  informing me that my credit card was being declined and I needed to provide them with a new number or I would be violating my contract.  I advised the staff member that I had cancelled my membership and had the documentation.  I was informed that I needed to contact the Gateway location to cancel my membership. 

I explained that Gateway was closed.  The staff member argued with me, telling me that there is no way they could have  my credit card information transferred unless I did it myself.  I DID NOT ask to have my member ship transferred.  I have a letter here stating that it was transferred for me.  I advised the staff member that the membership was transferred for me without my prior knowledge r request.

I asked to speak to a manager and was told the manager is dealing with other important issues and would get back to me later.  I asked for the contact information for the corporate office.  I was put on hold.  The staff member came back on the line and told me she wasn't allowed to give it to me.

I have paperwork in my possession that clearly stated my membership was automatically transferred.  I also have paperwork that clearly states my contract should have been terminated on 03-31-17.  I would like that termination date to stand and I want to be reimbursed for the months of charges after the termination date. 

I would further request that no further charges are made to any credit card belonging to me.  The staff at the Superstition Gateway location is wonderful, especially the manager who helped me gather the documentation I needed and who provided me with your contact information. 

The Staff member I dealt with at the San Tan location was rude, argumentative and snide in her comments.  Especially when she said I obviously signed up with them or they would not have my credit card information. 

I look forward to this issue being resolved as soon as possible,

Thank you Jennifer Pittmann.

I am active and faithful member of Massage Envy. I love my services. However, I finished college and until I get back on my feet I moved back home. My hometown does not have a Massage Envy in range. I called to see how to cancel my services. I was told to bring in my drivers license to cancel. This was said to be acceptable because it reflected my new address. Now the manager is saying it is not acceptable and I can not cancel my membership. I seeked directions prior to driving all the way to the location to cancel and I now I can't cancel. I was told one thing and now another. This is terrible customer service. If something is said by an employee on the behalf of the company it should be honored.

San Toh,

This email is in regards to two overcharged drafts for my Massage Envy membership; one on July 5, 2017, the second on August 7, 2017.

Beginning in May of 2017( the 25th), I initiated the process of cancelling my membership. I was directed to a Jamie Keaton in Houston [protected] ext. 109). I left Jamie at least three voicemails and never received one callback. After waiting three weeks, I began reaching out again, first to Houston, then to Arlington (Highland) to ask for help since I hadn’t received any contact from Houston and did not want another unnecessary draft. The team member in Arlington made me aware of a different plan ($10 monthly) that allowed me to keep the massages I’ve accrued without having to use them within the 60 day period. I agree and we made the necessary changes. Soon after(1-2 weeks), I notice a pending charge for $65 dollars from Massage Envy.

I immediately call the Highland ME to remind them that I am no longer on that plan and the team member transfers me to the Manager. The manager listens to my concerns, and informs me that the previous team member was incorrect about the $10 plan and that it is actually a $20 plan. We continue the process AGAIN, switching me AGAIN- this time to the $20 plan. I directly ask the manager about the scheduled draft because I it is not my fault that ME’s internal structure is lacking in follow through and understanding of their own processes. The manager assures me everything is on track and I have been switched to the $20 plan.

Which leads me to last Friday, August 4, 2017, when I see yet another unapproved draft for $65 from ME. I immediately call Highland again and end up leaving a voicemail (which has yet to be responded to) giving details and asking for a call back from the manager.

I am emailing to request my monies back. I have adjusted my withdrawals to reflect agreed upon charges and ME continues to overdraw monies although I have clearly communicated otherwise in a courteous and timely manner. I am also leary of this email address. I am unaccustomed to a nationwide franchise using gmail accounts for executive and C-suite personnel.

At this point the monies drafted over the past two months would cover my non-accrual plan throughout years end.

Sincerely frustration and expected more from ME based on the years membership and the level of service given at the Cedar Hill, TX location.

I live in Colorado and I'm a member of Massage Envy. I have family in North Carolina and I scheduled a massage at the nearest location to their residence. The appointment was schedule via phone call. The representative I spoke with confirmed several times with me that the appointment was for Thursday 8/3/17 @ 2:00pm. On the day of my massage I sat aside time away from my family to make my appointment. When I arrive at Massage Envy in Hickory, NC, a woman (who wasn't too happy to greet me) said that she was the one who made the appointment and that it was for Thursday 8/10/17. I understand that mistakes happen. However, she didn't offer to make this situation right and let me walk out unsatisfied. If massage envy can't correct this mistake that they have made, I will be canceling my membership. This is no way to take care of your customers.

I paid into a massage envy service in Carson City for almost a year and could barely get an appointment. Or it was cancelled and not rebooked. I could not get management to return calls. Than without notice the facility closed. I contacted corporate at least 3 times. I was supposed to be prioritized and receive a response within 2 weeks..that was at least 3 months ago. I need a response and refund of my costs. I paid for a year membership and only gad 2-3 massages!?

A very shady company/business. Everybody who complained is telling the TRUTH! They continue to charge after your year is up, then give you a deadline to use your massages. The nerve to go up on my year contract. And almost never have available spots. The massages were excellent. But the company Sucks. And kept 2 of my hours. All actuality, they stole $$ from me I will NEVER recommend them.

I put a 3 month hold on my account because I couldn't find the time to go. They tried to charge my card after the 3 months but my card had been stolen and so I was waiting for a new one. I told the manager that I would make a payment as soon as I got it. Now, I am being charged for April, May, June and July... I submitted my cancellation request on 05/14. How are people suppose to pay accounts off if you just keep charging them? I am waiting to hear back from someone in corporate. This is ridiculous. Plus, they seem to never keep good massage therapists around. In 4 years, I have had 5 therapists.

I arrived 5 minutes late for my appointment due to being in traffic from a wreck, but called ahead to let them know and asked if I needed to reschedule. I would have been completely fine with rescheduling. They said it would be fine for me to still come.

I got there and asked to add a sugar foot scrub and the receptionist added the service. While in the waiting room, the massage therapist got angry at the receptionist and then continued to mumble and say things about me being late for the next few minutes. All while I'm sitting in the room hearing everything she is saying. She did not think I could hear her. I left and asked to reschedule with someone who didn't have an attitude. I was very displeased with this employees actions and her tone when talking to others. She came highly recommended for her services, but I will not be using her based on her ability to have great customer service. If me being late was that much of a problem for her, then they should have told me from the beginning to reshcedule.

Home base in Ft Myers, however spent time in Michigan at the Hampton of Rochester Hills. Had a membership for 3 years, since January have had terrible service in Michigan from trying to set up appointments to having them cancelled or wrong time is scheduled. Trying to cancel this membership extremely difficult and confusing. Would never recommend!