Massage Envy
Reviews and Complaints

I have been a member of Massage Envy since June 2nd 2018.
During the epidemic outbreak of Covid my account was put on a freeze May of 2021. I had a credit of 6 sessions ($360) on my account at that time.
Massage Envy started to charge my credit card again Sept and Oct of 2021.
On Dec 21st I found out that my location was just closed their doors with no advance notice to any of their members. I have filed a dispute with my credit card company.
I contacted another location, which is the same owner, and was told by a gentleman named Edward (front desk employee) that they cannot credit me, cannot give me a gift card for my account balance. He said that reimbursements are not offered by Massage Envy. The only way I could use my credits is to sign a year contract with another location. Then I could use my credits, but would have to continue auto payments for the year before I could cancel.

They will make unknown charges to your card and then tell you its in the contract you should know.

I began my membership shortly before COVID 19 began spreading last year and for safety reasons did not want to schedule an appointment until I was fully vaccinated. I had not been to the location in over a year and have 18 sessions.

Since I had so many I wanted to use the gifting feature, but did not remember how it worked. I told the associate please explain to me if you have a way to gift a massage and how that would work. She told me all I had to do was give the phone number of the person and they would transfer a benefit to her.

When I looked at my credit card statement I saw an unknown $20 from massage envy. I called a Massage Envy Associate and asked what the charge was for. She told me when I gifted two benefits they charged $10 for each I told her I had not asked to gift two benefits, and secondly I was not told me there was a $20 charge for gifting benefits. Her reply was "I should know because it was on my contract. "

When I talked to the manager, she also told me I should know because it was in my contract.

I was then forwarded to Mellissa the Operations Manager who also told me that everythings in the contract.

So in summary Massage Envy members can not expect the associates to explain the terms and policies that will create charges on their credit cards, they need to reread the contract.

I was yelled at and talked over and called abusive because I

1) asked about a unknown charge on my credit card from Massage Envy

2) and expected a refund if I was given incomplete information.

She told me she would cancel the gift to the person if I wanted the $20 fee refunded. Which I told her was completely award and force me to accept a charge I did not approve and you did not tell me about.

When I asked if there was anyone else above her to complain about this locations business practices she told me no. I couldnt believe she was the highest person in the entire franchise that could hear my issue. She then said she felt harrassed and abused and did not want to discuss this any further. She left a voicemail the next day she was cancelling my membership and that I the police would be called if I came to the location. The website said I had a problem with my membership and to contact my membership location. I had 18 massage that I could not use because Melissa would not allow me to even use them at other locations. I disputed the 18 charges on my card and they said the charges were made too long ago so they ruled in Massage Envy favor. I contacted the attorney general of Ohio. The district manager lied about the nature of our phone conversation and did not show in the contract where they could unilaterally cancel my membership and not allow me to use my benefits.

I obtained membership at the Azusa, CA massage envy office location on Foothill Blvd. I have been trying to cancel my membership since early 2020 prior to COVID. The azusa location has since been shut down and membership has been transferred to the Monrovia, CA Massage Envy Location. I called the Monrovia location on or about the month of July 2021 and spoke to the manager to inform him that I have been requesting cancellation since early 2020 but then COVID hit and everything just sort of fell through the cracks. In my conversation with the manager, I asked him cancel the membership and refund the fees paid up to July. He indicated that he could only refund 3 months which given the circumstances I thought it was acceptable. However, I continue to see $60.00 monthly membership fees being deducted from my account. I called today and spoke to Vanesia, Rick the manager was not in. she said she would refund me Nov fees and would speak to Rick the next day. I would like to see his through.

Note : Email dated 7/15/2021 - sent to [protected]@massageenvy.com to request cancellation

on 7/16 I received a response from Massage Envy Service desk email requesting the membership phone #

on 7/22 - response to the service desk email sent with phone # listed on account.

After my reply on 7/22, I have not heard anything but continue to see charges on my account.

$60.00 fees charged since January 2021, before Jan no fees charged I am assuming due to COVID since everything was at a standstill. The last fee for 2020 was in April.

I was a member for a while with Massage Envy Tracy, California. When I started IVF in I had my account on freeze which was honored, I miscarried and moved and went through another IVE so I requested an extension of the freeze, I already have 9 credits unused with them at this point. I moved to a place where there is no massage envy and I cannot use there services because I am pregnant. then Covid hit. In February 2021, they opened again but I was going through another IVF I called them ask for another freeze. I was on the impression that with the phone call they will do a freeze but then they started charging me in May 2020 all the way to this month. I called and asked for refund, because I the charges weren't authorized and two I am again pregnant. I wont be able to use there services even if I want to and they denied claiming I know I was being charged and I did not submit a form they never told me to sign for a freeze. To add to the insult, I was told that if I will cancel, I only have 60 days to use the unused 16 credits ($975 value).

I am James E. McCormick, former address, 2348 New Salem Highway, Murfreesboro, TN 37128. Present address is 208 Shady Hollow Road, Dickson, TN 37055.
I had a membership for ONE (1) year, did not get to use each visit due to covid 19, I have tried to canacel this membership PAYING FOR THE FULL YEAR, without success. I have requested this 4 to 5 times, being told it would be cancelec, BUT IT HAS NOT AS OF THIS DATE.
I want a full refund for the payments charged to my credit card for pyments beyond the ONE (1) year I signed for.
I have contacted Consumer Affairs with the State of Tennessee concerning this matter and I have all the information to file with them. I am requesting a refund for all payments beyond the first year, OR, I will continue with the process with the State of Tennessee. I request you attention concerning this matter ASAP.

James E. McCormick
11/17/2021

I signed up for a services agreement with massage envy where massage envy would automatically bill me monthly and I would receive reduced costs services. SIX MONTHS later and they still have no availability for services and yet refuse to stop billing me. Like the six months of fees that they STOLE from me wasn't enough. Absolutely criminal. With zero resolution with massage envy directly, I googled to see if anybody else was having this problem and these posts are everywhere. Tons of massage envy locations all over the country with the exact same complaints and issues.

Today 11/8/21 time of massage 2:00 I had an hour massage at the Clackamas Massage Envy she massage my neck poked my quads with the top of her fingers and at that point she asked me to turn over I asked aren't you going to massage my legs arms and feet and she said that was a weird request and its not in a LMT practice I kind of giggled because I thought she was joking never touching my feet or lower leg she told my I had 30 minutes left I told her it was an hour massage she replied I had went to the bathroom I had but I got in the room at 2 minutes after my time because she was running behind she didn't walk into the room until 10 after she proceeded to tell me I had 35 minutes and she couldn't do the math I was so very angry when I got off that table not only did it take me forever to get in it was the worst massage that I have ever had I can hardly find time for my self because I take care of my son that has a traumatic brain injury the money comes out of my Husband account every and I have only been able to get in 3 times the last 11 months, thank you for your time Christina Reed LMT

I am attempting to cancel this membership. I called back in August 2021 after contracting COVID to cancel this membership, the membership should have been cancelled then. I was charged for Aug, Sep, and October. The customer service is awful as well as the service. I have attempted to contact Massage Envy's customer service and of course left several messages, a whole two weeks later no-one has contacted me. The customer serviced is awful and the services are definitely not worth the money.

Good afternoon. My name is Joseph Cover and I've been a member with massage envy for over six years. With the confusion going on from a stolen credit card my assistant accidentally canceled my account a few months ago. I was calling up to find out please reinstate my account. Again I've been with you guys for six years. They told me I had to drive over to the office to reinstate which I said no problem but then they told me I had to reinstate myself at the current monthly prices. No I don't know where you're from but where I'm from when somebody gives you six years of membership and commitment and loyalty to you when something happens Like this it's usually the right move to do right by the customer

I called the Massage Envy this morning (10/07/2021).in reference to charges on my account. I have charges on my credit card that I did not approve. One is for $25.00 on Sept. 30, 2021 and $60.00 on Sept. 16, 2021. I called the local office and spoke with a very rude and nasty phone agent named Mia. I asked to speak to a manager, she refused to let me speak with a manager. I asked for phone number to corporate, she advised me to goggle it. I'm disputing the charges and very upset with the services and treatment I have received. My contact number is [protected]

My regular Sunday massage - for the last 4 massages my masseuses was more than 15min late. This last time- I was so frustrated because I was going to cut it down to 60min so I could be home to host my guest at 6pm - and he was once again more than 15min late which would put my massage more than 30min behind!

So I walked up to the girl at the counter, expressed my frustration and told her I wanted to cancel. That this was absolutely ridiculous that I make an appointment and live on a schedule, but that doesn't work when my service provider has no respect for that schedule!

After all of that 0479 CONTINUES TO CHARGE ME FOR A 90MIN MASSAGE I DID NOT EVEN GET. I was not the one who was late to the appointment, it was MASSAGE ENVY!

Outraged. I want my refund and I want to cancel this scam of a subscription.

my daughter and I schedule together. on 8-7-2021 we were both scheduled for facials. get a call at 8:30 am her facial isn't happening because the girl put her in for a massage. wouldn't of happened if worker wouldn't be answering her cell phone while scheduling. now today got a call for [protected] that my daughters massage is being cancelled. asked if she could get a facial instead and the girl was like yes, but then silence and she came back on and said don't have any. we are paying for services and not getting to use them. this is getting ridiculous. we go to Morgantown because it is close, but service is getting really bad.

I signed up and paid for a years service on 8/8/20. The contract says it will automatically renew at a monthly rate of 65 dollars. My contract does not end until 9/8/21 but on 8/8/21 they charged me 845 dollars for a year service. When I contacted them about it at the concord nc Afton Village site, they cancelled the new contract but did not refund the 845. Now their District Manager is saying no refund .

Good Afternoon!

I have tried to call my local Massage Envy since 7/52021. I have been over charged since Feb 2020. My husband and I both cancelled our memberships and we are still being charged for one membership. When I cancelled mine later in the 2020 year I confirmed my husband's account (Kenneth Pake) was also cancelled. WHICH WAS NOT. I have tried to contact the owner since July 5th with no success. At first I saw this as an oversight from the shop, but now I am getting EXTREMELY aggravated with the "no responses' '. Can you help me solve this issue. The store number is MM33735 and it is OakLeaf Massage Envy.

Thank you! Faye Pake [protected]