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Massage Envy
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1.8 2 Reviews 557 Complaints
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Massage Envy Complaints 557

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K
1:47 pm EDT

Massage Envy Subscription and availability of services

I have a subscription and they continue to take my money every month. However, there are never any available therapist to schedule with. Also, when I attempted to schedule a couples massage to use some of my accrued credits I have been stopped from using them. I want to cancel but I have 6.5 massages to use before I can cancel and they are making it impossible to use! I asked to speak to a manager prior to my appointment that was schedule for 5:30 today and was told there was not one to speak to. How convenient! DO NOT DO BUSINESS WITH MASSAGE ENVY!

Desired outcome: Refund my money for unused credits and cancel my subscription

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Chrissy Bracken
Huntsville, Alabama, US
Nov 08, 2021 10:06 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

I am in the exact same position unfortunately and after a google search to try to determine how I can stop being billed for services they cannot provide, I am noticing these posts with the same issues all over the internet for massage envy locations all over the country. How this isn’t a criminal theft offense is beyond me.

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J
5:52 pm EDT

Massage Envy Racial Undertones

I have be denied service several times and I am a member. The first couple of times, I chalked it up happenstance. This time I believe that I was denied service because I am black. I called in yesterday to see if there were any open slots. I was told yes at 4pm today. I got there today around 355pm and the lady at the front desk smiled and told me that she had me checked in and that I could go to the waiting room and that someone would be with me shortly. five minutes later a young man came up to me saying that the person I was waiting on was in the hospital. I aske how is that so when I was just told that I was checked in? This has happened at least 4 times in my dealings with Massage Envy Snellville. My question is what days do your guys see Black Men? This is 2021 and we are still dealing with ignorant people and practices. I need a call asap- [protected]- I have reached out to Joe Magnacca as well. You guys make too much money from Black people to have this issue.

Desired outcome: FAIR TREATMENT

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R
12:31 am EDT

Massage Envy 2000 dollars ....

I have 2000 dollars saved up from covid fiasco...so I stopped my auto payment. Now they tell me I have to use it in 2 months..then they upped it to three...how generous...not. They want me to buy back into the contract in order to give me more time to use my 2000. I am trying to use up the 2000 ...not add to it. This is insane. I would need 6 months to use it...why cant they give that time? I kept the monthly payment going to support the business and this is how they treat you? regina foucht [protected]@juno.com lynnwood washington

Desired outcome: I need 6 month and no more contract

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10:46 am EDT
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Massage Envy Service denied and company refuses to give refund

I paid for a membership from 2/2020 to 2/2021.
I can't wear a mask because I have PTSD and anything covering my face gives me extreme anxiety and that leads to panic attacks.
In the summer of 2020, I was allowed to get a massage without a mask and nobody had a problem with it.
They changed their policy in the fall and I was not welcome without a mask at all, even though I have told them what my issue is.

At the end of my membership I had three credits on my account.
They told me I could use my credits whenever the mask policy changed.
It is now May and they are still telling me I have to wear a mask, even though the CDC has changed its guidelines.

I bought a membership at Massage Envy because I have a very stressful job and I need massages to relieve the tension in my neck and shoulders.
I have asked several times for a refund so I can use that $180.00 at another facility that does not discriminate against guests who cannot cover their faces during a massage. The only response is "we can't give refunds".

I have filed a complaint with the BBB and that was closed because they refused to respond to the complaint.

I paid for a service that I did not receive. I am not welcome in their facility because I physically am not able to wear a mask during a massage. I want my $180.00 back. Why is that so difficult?

Desired outcome: $180.00 refund

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Update by Jessigadd688
May 24, 2021 10:37 am EDT

And now they are doing what they do best - not responding.

Update by Jessigadd688
May 19, 2021 12:41 pm EDT

Massage Envy - Kennesaw
745 Chastain Road NW
Suite [protected]
Kennesaw, GA 30144

You can email me at jessigadd@gmail.com for my contact information.

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H
7:23 pm EDT
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I have been a member of ME since 2008. Today I went into the store in person to schedule a massage and learned that my membership had been canceled in December of 2020. After some discussion, I learned that I had 28 hours on my account at $55 per hour for a total of $1540 in membership payments made. I requested that my account be reinstated and was told...

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4:36 pm EDT
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My daughter and I have been members about 8 years, (approx). We were informed that starting June 2021, there will be a $5.00 increase added to members monthly fee. This is to help increase a more competitive pay for employees in the midst of this pandemic. The last eight to nine months has been very hard getting appointments. Most times we have waited over...

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9:54 am EDT
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On or about April 25, 2021 I called Massage Envy located at 4101 Hunters Park Lane, Suite 404 Orlando, FL 32837. I booked a massage and facial for my mother on May 8, 2021, Mothers Day weekend. The day of my mother's appt. a crew member called me less than 2 hours from my appt. time to tell me that the facial would need to be rescheduled due to the fact the...

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9:58 pm EDT
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I got a gift card for my husband for Christmas and I was excited to try the chemical peel. I booked an appointment online and shortly after I received a voicemail from the aesthetician. She said in the voicemail that because she had never seen me before she would have to evaluate my skin in person and she may recommend a facial in place of a chemical peel...

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7:23 pm EDT
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Massage Envy Customer Service

I'm unable to talk with Lori - the person above the Alexa. Alexa who is the manager is nice on the phone, but says she will do something and does NOT. I've asked 4x now for a freeze form, as well as my card to be removed. My card has been charged 2 more times and i'm asked for a refund and she says she will ask Lori but its almost going to get charged again. Each time she says she will remove the card and this and doesn't happen. I've asked now 4x to speak with Lori or get a call back, and nothing has happened. It is one thing to work with someone but Alexa won't do anything she says. I'm extremely frustrated and would like Lori to call me asap.

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10:29 am EDT
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Massage Envy Fraudulent Gift Card Use

I own a gift card which I have had for over two years and never used it. This morning when I called to make an appointment and confirmed the balance, I was told it had been used last month at the Aurora SW Massage Envy in Colorado. I live in Miami, Florida and have never traveled to Colorado. Apparently someone is using my card and I cannot get a hold of anyone at that location. I just keep getting a recording. [protected].

Please contact me asap to get this matter resolved. Thank you.

Desired outcome: Credit to my card or refund

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7:30 pm EST
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Member ID:[protected] was charged for services during pandemic while branch was closed. Was asked to freeze my minor son's account instead of a refund at the time to see if things would return to normal. Was told my son's sessions could be transferred to my account, transfer fees waived. I'm now getting the run around and still being charged for services we...

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K
4:49 pm EST
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I was still being charged for service, when they were closed during the pandemic. I have lots of credits, but when I try to book a massage, they do not have the availability they once had. I want to cancel my membership, but I'm only willing to lose a credit or two. Please help out with my request. Thanks, Duane Killen duane.[protected]@comcast.net 240.888.4285

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11:20 am EST
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Your lack of professionalism I have never in my life been treated with this uttermost disrespect. I have been a member since 2014, even paid you establishment while the pandemic had us on lockdown... Several times at this location I have transferred my session tp my husband And never had a problem Until this snot nose kid reprimands me that I was trying...

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12:48 pm EST
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I have been a member of Massage Envy for approximately 15 years. I currently live in Augusta, GA. I have been rescheduled for my appointment 3 times in a row and continue to be rescheduled. I currently have 6 massages available because I am unable to obtain an appointment. My wife is also a member and has 8 massages available. Since we cannot obtain...

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L
5:38 pm EST

Massage Envy Massage envy charges during covid -19

Massage Envy in Long Beach Town Center will not stop Billing me for services they are not able to perform during COVID 19 Pandemic. I have made 3 separate appointments
1) first one cancelled by them
2) second one, I showed up for scheduled appointment and no one was there
3) third one, I showed up for scheduled appointment and they said I had to lie and sign a form that my Dr. referred me for a massage for a medical necessity even though I told them my Dr. had not referred me. Meanwhile they are charging me $70.00 every month and I can't get them to stop charging me. I cannot get anything but a local email address [protected]@gmail.com. I have emailed them but no response. I have called every month and when I complain about no response to email. They say email many times and then I complain about no response and they say mgr has 500 emails a day which is why I have not heard response. Ugh!
Please help.

Desired outcome: I want them to stop billing my credit card

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2:39 pm EDT
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LOCATION: OCEANSIDE, CA CLIENT: Paul J. Pugliesi [protected]@yahoo.com 700 Carey Road #16 Oceanside, CA 92054 [protected] December 2019 - I received a "gift card" for a free massage. I went in and found the staff rude and lacking customer friendly attitude. I was advised that I needed to sign a contract which could be cancelled anytime at $60.00/month...

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2:45 pm EDT
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Spoke with Manager, Shana Oh on 7/14/2020 to complain about memo I received telling me my account is suspended due to lack of payment and the two services I have paid for would be removed; Ms. Oh's response was "Well you do owe us..." Tried to explain that my husband is high risk during Covid pandemic therefore I would not be able to have massage service...

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4:35 pm EST
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I went to Massage Envy in Greenwood, Indiana last month. I filled out a cancellation form. I am a college student with very little money. Another transaction $65.00 came out of my checking account today. This has caused my account to be negative. I respectfully ask you to cancel my membership immediately and request a refund of $65.00 to my bank account. Lydia Timm 7516 Kilbarron Circle Indianapolis, IN 46217

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2:04 pm EST
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Massage Envy massage membership

I am writing to share a negative experience with both your customer service and your process overall. I was recently a patron at your location in Naperville (South) located at: 2720 Showplace DriveSuite 100Naperville, IL 60564. I tried to deal with the manager at that location "Sarah" and she was both trite/condescending and rude trying to get an understanding of why my card continued to be charged despite us attempting to put my girlfriend's membership on hold.

We were charged for $400 of massages we were unable to use prior to the cut-off date that was buried in your contract paperwork.

Facts:

-Your front desk people at this location never informed me that there was no way to pause the account and still use charged massages when I signed up
-The fact you have to use all of the massages already charged for before a certain time was also not communicated to me when signing up
-I was never told that I had to go through a formal process to pause the account so my card continued to be charged while she was not going for the service
-Your in location sign up process is not transparent and your managers are rude.

Now I have to waste more of my time going through requesting a credit through my credit card company and if that is not honored I will take legal steps while also sharing my experience online on all the review sites possible.

If you want to reach out to me do so through corporate with high tier support; I have no interest in dealing with anyone at this location moving forward.

A very dissatisfied customer,

Sean Foote

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10:42 pm EST
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Richmond Willow Lawn 0610 1601 Willow Lawn Dr Ste 304E Richmond, VA 23230 This Store. This man Jason Seibel (Owner) This Therapist (Keron) Im the least upset at this man. On 11/11/19 I booked a 90 min deep tissue massage with Keron. I went in to the massage. I drove from Staunton VA, about 45 min away for this. This was the 1st day off of a tour I wa...

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About Massage Envy

Screenshot Massage Envy
Massage Envy offers a range of wellness services, including personalized massages, skincare treatments, and stretching sessions. They provide a membership model for regular clients seeking ongoing therapy. Their services aim to address individual health and relaxation needs.
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- Summarize the main issue with Massage Envy in the 'Complaint Title' section.

4. Detailing the experience:
- Provide detailed information about your experience with Massage Envy. Mention key areas such as transactions, steps taken to resolve the issue, the nature of the problem, and the personal impact.

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Overview of Massage Envy complaint handling

Massage Envy reviews first appeared on Complaints Board on Nov 21, 2008. The latest review The service and membership was posted on Oct 7, 2024. The latest complaint Massage Envy Highland Indiana was resolved on Sep 22, 2022. Massage Envy has an average consumer rating of 2 stars from 559 reviews. Massage Envy has resolved 115 complaints.
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  1. Massage Envy Contacts

  2. Massage Envy phone numbers
    +1 (480) 366-4159
    +1 (480) 366-4159
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    IT Help Desk Support
    +1 (480) 366-4100
    +1 (480) 366-4100
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  3. Massage Envy emails
  4. Massage Envy address
    14350 North 87th Street, Suite 200, Scottsdale, New Hampshire, AZ85260, United States
  5. Massage Envy social media
  6. Rachel
    Checked and verified by Rachel This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Oct 12, 2024

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