Reviews of Massage Envy Corporate Headquarters - Scottsdale (Spa)

Stephanie Bradacs

To Whom This May Concern, We have been members of Massage Envy for years. Over those years we have been to your Rochester, MI location, Rochester Hills, MI location as well as your Lexington, SC location. We have never had issues with any of these. However the issues with your Sandhills, SC location seems to be reoccurring. As I mentioned we have been paying members for years. My husband and I went to get a 90 minute couples massage back in April, 2019. When we got there they had made a mistake with the schedules and my husband couldn't get his massage. This mistake was that they didn't pay attention to the note that I was pregnant and scheduled me with an unlicensed prenatal therapist. Mine happened to be a male, which my husband of course didn't want. His was a licensed therapist, I believe her name was Jessica. As I said it was supposed to be a couples massage. Mind you at this time, I was 5 months pregnant. My husband said go ahead and get your massage because you need it and I will go shop around and come back to pick you up. We didn't make a big deal at the time, even though this was one of our 2 days off a month together. I needed one badly. I work 50-60 hours a week in retail and I needed to relax. 1. It was supposed to be notated that I was pregnant and it was not. 2. It is supposed to be notated that my husband doesn't want a male therapist, it must not be either 3. I have told them that we only get 2 days off a month together So here we are in October. I called last week to schedule an appointment for today Tuesday October 8th. We were given an appointment at 1230 for a 90 minute massage. Great! So this morning I receive a call from someone who was pleasant letting me know that unfortunately we can't have a couples massage because my husband's therapist isn't available. Well this takes the cake! This is my first massage since having our baby in July. This was a planned date day for us. As I mentioned it is 1 of our 2 days off together. I got a babysitter for our baby today. I told the woman on the phone that it wasn't fair for me to continue to be inconvenienced again by their scheduling issues. I explained what had happened last time. She apologized put me on hold. Then someone came on the line asking if my husband minded a Male therapist. I said no, she kept saying hello hello, I kept saying no. She hung up on me. Someone then called me back saying we had gotten disconnected. She explained the male therapist again. I again said no that's not an option. She said unfortunately that's the only option we have available. I told her that's unacceptable and its not fair that I again can't get a couples massage, I've already arranged for a babysitter(who I still have to pay by the way) and that they better figure something out. She then came back on and said the only other option is at 8pm for 60 minutes. Again I told her that's not acceptable. I told her that we expect our massage at 1230 and if they have to call around to other places thats what they need to do. She said I can't do that but I can have my manager call you. I told her I'm expecting a call and I still expect to receive a 90 minute couples massage today. She said she will have the manager call. I work in customer service every single day so I understand things happen. However when they continue to inconvenience the same customer, that's not providing great customer service. An apology isn't enough. My time is important, my quality time with my husband is even more important and my money is important. Today, once again I have been robbed of all 3. As a manager myself, I know how to resolve these issues. Well guess what, I have yet to see this happen from that branch. At the very least I expect if they can't meet our appointment today, that we BOTH receive a free 90 minute couples massage. That is the LEAST that they could do. As I mentioned we are paying members and have been for years. I expect as a member to be treated better then this. Once again, you have ruined our date day and much needed couples massage.

Audrey Hill

I recently had to speak to Todd Hillman in regards to a lease. He was so professional and so kind and immediately looked into what I needed. Within minutes he had reached out to me with the answer I was looking for. I would definitely give him 5 stars for his kindness and professionalism. I hope to work with him in the future. He blows the other girl that helped me before out of the water. Thank you Todd Hillman for your kindness and sincerity.

Salien Hernandez

I am extremely disappointed with this company. After having my first massage at Massage Envy in Maryland, and actually enjoying my experience, I find out I was not fully informed by their employees who by the way insisted that I listen to her and not read the contract (a mistake on my part). But the fact remains that I have been unable to receive any help from the location and to make matters worse, I've also been unable to reach a customer service line that has actually answered the phone. So my review is no longer a 5 star, its nonexistent. Had I known that the overall company has such a low rating, I wouldn't have gone in the first place. Sincerely, An annoyed and highly irritated customer

Sasha Brümmer

Massage Envy - Woodstock, GA All this company wants to do is scam and take advantage of people. I received a CG for Christmas with an hour massage on it. I've never been to ME because I've always been skeptical about the company and they have proved me right. When I called to make my appointment, I had them pull up my CG number and tell me the balance. It was what the initial gifting of the CG said it was. The massage was probably the WORST/half a-ed massaged I have ever gotten. I told them I was unhappy then all of a sudden they had an 'issue' with my CG saying there was't anything on it. I'm in the middle of this now, and I am filing a fraudulent claim against them for charging my card without authorization as well as going to the better business bureau.

Kylie Bass

They give you the run around when trying to cancel your membership. Refuse to give you credits you were promised for referring not 1 but 2 people that signed up for memberships. Then you’re promised a refund for a chemical peel that caused my face to break out in blisters, and then refused it and they act like they never offered it. I’m so over this company. Then after I canceled my membership they still tried charging my card!!!! DO NOT BUY INTO THIS!

Treena Wynn

I had a spa membership for 6 months and the owner of the massage envy crossed off the 6 months and wrote in 1 year. I have contacted corporate regarding this many times but still no response. They have no concept of integrity and btw rewriting a contract is illegal and they will have to face legal consequences in the future.

Amy-Lee Zulko

I signed up for a six month membership, not realizing that in the fine print I would continued to be charged unless I filled out cancellation paperwork. Annoyed, I did so and sent it in to my "home" location, Gleannloch Farms in Spring, Texas. I was just charged for another month AGAIN yesterday. I called the location, explained the problem (and my frustration) and resent the cancellation paperwork again. I stayed on the phone to make sure they received it...again. I was told by the front desk that I would hear from a manager yesterday, which I did not. I tried to call the location FOUR times today and kept getting sent to a voicemail. I want the charge removed from my card; I don't want credits, etc. - the services were mediocre at best and the never had any availability. I would appreciate a response. What a terrible way to run a business.

Mike Greene

I purchased a $100 gift card for my wife for mothers day online. I set it to be sent to her email on that day. However after being charged for the gift card. I never received confirmation, and my wife didn't receive her gift. I have been trying to get in contact with them now for three days straight I call the number listed and get forwarded to voicemail. I have sent them emails only not to have them returned. They don't care about their customers. I will not refer anyone to this company. Bulls*&^!

niomi Managault

I was in employee and it was the worst job I’ve ever encountered. My supervisor bluntly lied on me. I sort of felt like it was gangs at work. The unprofessionalism that they treated these clients I wasn’t happy with. I’ve told their supervisors and nothing was done I wasn’t even given an apology. I was only missing three hours of my paycheck and still haven’t received it. Nor can I contact corporate office to get any help. I’m wondering what type a hoax this is I’ve never heard of Massage Envy until I came to North Carolina

Richard Faison

I am writing this review in regard to my extreme dissapointment with the professionalism and business practice of Massage Envy. Almost 7 months ago I had signed up for monthly massages and shortly thereafter had to cancel due to time conflicts with work and other personal conflicts. I called the store and explained the situation and was told no problem and that my account would be cancelled. Fast forward one month, I check my bank account and find that I was charged the monthly fee of $65. I immediately called the store, spoke with a manager and was refunded. I was told that they were not sure why I was charged and should not be moving forward. Fast forward another month. Guess what? Yes, I was charged again. I called and was given the same speal by another manager. This has continued every month over the last 4 months. I’ve not been refunded every month this has happened. After 5 months I decided to change my bank card and cancel my old number so they could not continue to charge. Today, I check my bank account and find that $65 was deducted. I am absolutely astounded that this has happened and have no idea how this could happen. I was reading reviews for the West Ashley store and saw another customer have the same experience. How is this legal? I expect Massage Envy to fix this and refund me for all the months I was charged after cancelling my account.

George Barbarossa

I purchased a $125 gift card for my wife as a Mothers Day gift. My wife went to use it at the Bedford Hills NY location. She informed them about the gift card prior to the massage. Once the massage was complete she was informed the card could not be used and she had to pay. They told her that SHE had to try and resolve it herself. She was embarrassed and paid without a fuss. I was livid. I have made attempts to contact Massage Envy many times with no response. Their customer service is non existent. If anyone is considering Massage Envy, I would recommend that they do not.

Shari Crain

Do not get a membership here! When my husband got cancer, I stopped going for 8 months to take care of him. When I called to use the sessions I had previously paid for (nothing else), they told me I'd have to bring my account current (8 months of payments) to use the sessions I had already paid for. That's a total of 16 sessions, which as you can imagine is impossible to use without continuing your membership. I repeatedly told her I didn't want to continue a membership, I just wanted to use what I already paid for. After going around and around, I asked for the corporate office information. The representative I spoke to told me I would need to look it up on the internet because they didn't have it! Really?!!

Joe Cebu

The worst.

Gina Kimbler

I went in for a 1 hour massage, the massage therapist was awesome, very professional. The problem started at check out. The young lady at the counter (Manager) wanted to sell me a membership. I explained to her that I never sign up for memberships because of lack of time and she stated that I could cancel the membership anytime I wanted & that it came with several coupons for free services and even if I cancelled the membership I could still use the coupons. Ultimately I agreed solely because she stated that I could cancel anytime. 2 months later I still haven't had the time to visit so I decided to cancel the membership that I was being charged once a month for. The lady I spoke with stated I could not cancel until my year was up. I was swindled, strong armed & lied to. They received 1 star because there isn't a zero! O & some of the coupons were already expired at time of sale!

susie wright

We used to love massage Envy as it was a fairly inexpensive source for massages and the therapists are well trained. THIS HAS CHANGED! In the past 6 months my husband and I have had 4 previously booked massages cancelled due to "sick calls". We booked these massages a month in advance only to have been let down again and again.Not only have they been cancelled within a couple of hours of the session but the ability to re-schedule is ridiculously limited. If you don't book at least a month in advance you will not get a massage. Period. Lastly, my phone calls are rarely returned. Don't get fooled by the price . It is not worth the hassle. Also agree with the comment of a 40-45 minute massage/session. I am fed up and want a refund!!!!!!

Alison Thomas

If I could leave 5 negative stars I would. I had my very first appointment on Saturday 22nd at 7:00pm at the Alameda South Shore Center in Alameda, CA. And when I arrived,I was told that my massage therapist Winnie had called in sick and that the supervisor or manager Bri had called me and left me a message earlier in the morning. There is NO MESSAGE because Bri NEVER called. They did not offer a solution, instead they said sorry and we will have our manager contact you to reschedule. I have not heard back from anyone from anyone. Horrible horrible first Impression.

Jasmin Lara

Worst place they steal your money. They are liars!!!! Dont use them . Look at the reviews im never using message envy ever again!!!! Hope you close down especially the one in riverside .

tammy caudle

My husband and I went to have a couples massage in Florida, We have always enjoyed going so much that while living in Georgia we were members. When I called to schedule I asked who would be giving us the massages and I was told a man and a woman. When we arrived and was called back I was very upset and shocked. My massage therapist was a transvestite. I was so shocked and upset that i wanted to cry. I did not want to embarrass myself or the therapist so i did not say anything. I am not judging but I was told that we would have a man and woman which which was a Lie. while having my massage the therapist pulled as hard as it could on my hair, making me come to tears. The two therapist talked through our entire session. My husbands therapist did not even target his issues. When i got up to dress my hair was pulled so hard that there was hair on the sheet. I called to complain and was told that we could come back for another session but that my husbands would not be free but that they would give him a discount. I then called back the day of appointment and asked how much it would be so i could go by the bank but i was told by the Assistant Manager Austin that i would not have to pay anything that it was all covered. I asked him to make sure and he assured me that there would not be a charge. when we left the appointment the receptionist told me that I owed fifty dollars. I told her that I did not owe and she told me that I did. I told her that I would be calling upper management and she told me to go right ahead!! I will never use this company again!!!!!! Tammy Caudle

Kay hunt

I only recently became a ME member (South park Meadows Austin TX) and was told i could cancel anytime .. Realized i don't need a membership and called in to cancel. I was utterly shocked when i was told that i'm locked in a 12 month Contract and could not cancel unless i move 25 miles away from a ME location or give a doctors Note. I feel like i was tricked into buying a membership i cannot cancel.. Is there a way out here ?

Raphael David

Buyer Beware!! I got injured by Massage Envy because they use dangerous stretching techniques. The therapist stretched so hard on my hands & wrists that my ligaments were torn. - Please see the photos of my hands below Now I have nerve damage in my thumbs & fingers which causes me considerable chronic pain. I tried talking to the owners but they kept interrupting me and insisting that their methods are perfectly safe. Not once did they ever apologize for what they did. I will never go back there. I will never let a massage therapist work on my hands again. What a terrible experience and what an awful therapist. Terrible! Just Terrible! Update - 07.29.2017 - I'm stuck in a splint with multiple trips to the hand clinic. Doctor says it'll take months to heal. Plus i'm still wearing a brace on the other hand due to nerve damage from the same massage. All because Massage Envy hires poorly trained therapists and uses dangerous stretching techniques. Beware of this place. Do not visit Massage Envy. Do not let them stretch you. Update - 10.26.2017 - It has been over 4 months, and my thumb still doesn't work right because of massage envy's dangerous massage techniques. The pain is still the same! Massage Envy never even bothered to pay for my medical bills, and I still can't get the proper care for my hands because I can't afford certain procedures on my own. Massage Envy has really hurt me, financially & physically. Do not visit this place! Beware! Stay away. Don't let them hurt you. Update - 1.12.2018 - It has been nearly 7 months and my hands are still wounded! What an awful place! Spare yourself the pain and never get a massage here!

TAMARA DAVIS

My 18 year son died in a fatal car crash 6 months ago. My husband has not been in for his massage in many months and decided that may help with his depression. It is very difficult to schedule apts unless it's a month out because your employees tell me they are "short staffed." He was finally able to make an apt. We have been members for about 8 years. When he arrived for his apt, he was approached by a women (who did not identify herself) in the WAITING ROOM holding a I-pad requesting his medical history. My husband explained there is no change but the women was relentless to the point my husband left without his massage. I need to cancel his membership as he has no desire to return to Massage Envy ever! I have tried calling but no one answers your customer service line. Please don't make me take this to small claims court. My son died. You treated my husband awful. Please make this right. I am seeking to terminate my husbands membership and be reimbursed for the unused sessions. I can be reached at Tammythul@yahoo.com

Annastacia Jasquith

I would love to know who is the direct owner of this franchise. Let it be known I'm not just a walk in customer I am a member of the Massage Envy community, somewhere I enjoy going for not just relaxation but also rejuvenation. Today I called at app 9:30am and scheduled an app for a massage as I do have back aches, I was told by the agent on the phone that i had 6 available appointments, remind you I am a member so these are already paid for. Upon arriving at 6pm for my appointment I was told there isn't an app for me by Yolanda (asst manger) and she will have to check the cameras to see who scheduled my appointment. I showed her my call log and confirmed that I did make the app here as the number I called matched the one in my call log. She responded that she cant help me rite now and she will be calling me to further discuss. I was livid due to the lack of communication and customer service that was being offered at this location. I have never felt such embarrassment. When I asked to speak with a manager she told me she was the manager at first with attitude while half ignoring me and half on the phone. She later went and brought me a card with a Matthew name on it said to email him as she will not be able to assist me further.. I mentioned that I just drove 1hr to get here and my app is already paid for this is %$king ridiculous. You know this lady called the police on me and told me to leave the store!! She refused to offer any assistance and frankly ran me out of the store. Mind you I have 6 appointments paid for, a regular customer, all I did was come to a scheduled appointment and I was humiliated, threatened and embarrassed. I will NEVER use not only that location but I will Be taking my business elsewhere. I would like to know who is the direct owner of the Rotunda location so I can speak directly to them. Her behavior was atrocious to say the least!! I've never had any other mistreatment elsewhere nor hassle b4 with Massage Envy before this!!! I wish there was a lower rating than 1 star!! And I have it all on video too!

DZW

DO NOT BUY GIFT CERTIFICATE!!! unreasonable business practices! I have a gift certificate I've been trying to use for an entire year. no masseuses available the days I call. they refuse to allow me to book an appointment in advance without taking my credit card information or dropping off the gift certificate in advance. frustrated, I asked if I could just redeem the gift cert. for it's cash value. they won't do that either. I don't know how this company has stayed in business this long.

Nancy Burgess

I signed a contract on the basis that I could cancel, freeze or change the billing date. I tried doing that but I am getting the run around. My husband's contract does not have a date for his contract. I was threatened to be reported to a collections agency even though I have not even been charged once. I called the assistant manager Sidney, she's the one that signed the contract, and now she keeps putting me off as well. I need to cancel both contracts due to miss information and representation. I will reported this to the BBB as well.

Robin Hixson

I have tried my location twice in Waco and both times I have been beyond disappointed. The staff has NO training on customer service and only make excuses for mistakes. I requested an additional add on service of the exfoliating foot scrub on my last session and it was completely ignored. Even when I mentioned that they did not preform the service I had requested when I booked my appointment I was simply told...sorry about that. We can do it next time. Well there will be no next time for me. I received a half ass back massage without any other areas being treated and the therapist was sloppy and got lotion in my hair and did they same quality massage I could have received from my 10 year old. I never complain and always give second chances, but this was the second chance and they blew it. There excuse to the poor quality service I received was that I was 5 minutes late for my appointment and that cut into my time. Well I called in advance and my first appointment they had me waiting 30 minutes! I have yet to see this company do anything right when it comes to customer service, planning, or running a smooth business. This place needs an employee overhaul and serious training program. Do not waste your money if you are looking to relax. I walked out more frustrated than when I walked in.

Crystal Nesfield

My husband attempted to buy me a gift card on their website for my birthday and it did not go through. He did not receive an email or a confirmation that their was any changes made or a gift card issued. He then went to a competitor and bought me a gift card. I received an email from them and he was charged. He then went to purchase something and was notified that he had overdrawn his account. It turns out that he was charged for TWO $100 gift cards by Massage Envy. He attempted to call the corporate office and left a message. He did not receive a call back and contacted a local location in Phoenix. I also sent their gift card department an email. He received an email back and so did I from someone there stating that they apologize and want to know what to do. He asked for a refund on BOTH charges, as he made his purchase with another organization. The company issued a refund for one of the gift cards and sent me an email with the other one. I then emailed them asking for a refund for both and was told that they do not issue refunds on gift cards and that my husband had asked for the initial gift card to be resent. He sent another email asking why they did not refund both and has yet to receive a reply. Every time I attempt to contact their corporate office, I am sent to voicemail. There is no way to talk to anyone on the phone about this. It is frustrating that my husband attempted to buy me a nice gift and it has just caused stress. This company offers TERRIBLE customer service.

BLANCA ESTELLA GARCIA

Without my consent charged my debit card. Manager at Alameda said she would refund me and nothing has been refunded. This us stealing. Would they like it if there card was charged for someone else? The Alameda envy promise so much and lie. Stay away. I'm really upset how people dont respect clients and using a debit card without consent is stealing.

AAA C

This Massage Envy was in Raleigh, NC (Brier Creek). I just learned a about a week ago that my wife's membership was cancelled last Jan-Mar2018 (depending on who you talk to). Her account had the same credit card and phone number as mine, but my account wasn't cancelled. This was only two months after we submitted a freeze application (which was accepted) for both accounts. We've had some job changes and had another kid during this time frame, and didn't have time to schedule any massages. I couldn't get out of the membership without losing the services already purchased. I was asked to submit subsequent freeze apps in Jan2018, Jun2018, and Nov2018 for both memberships. These applications were accepted without a word about her account having been cancelled. I have email records of all these submissions and other conversations with ME personnel about the accounts. When I learned of the cancellation (Nov2018), I was told by two different manager that they have the right to cancel membership for any reason and that since it was past 60 days, there was no recourse for the lost (paid-for) services. They didn't even bother to clal the number on the account (or send an email to the address on the account) prior to the cancellation. My wife's account had 16 massages saved up - all of them deleted ($800 down the drain). When asked why my account wasn't cancelled - when tied to the same credit card and phone number as my wife's account, they blamed previous employees no longer with the company. I have never seen a business have such a disregard for just service of clients. Our last conversation was essentially a "too bad so sad...have a good day." I'm trying to reach out to the corporate office just to see what they think of this situation. As it stands right now, I'll never personally use nor gift any services from this company to anyone ever again.

Carl A

Corporate doesn't return calls or emails. Extremely disappointed. Canceling my membership after 5 years.

Natasha Pinkney

Massage Envy Peachtree Corners, Norcross has the worst customer service I have ever experienced. I have been a repeat customer for 2 years. Never complaining that I have 6+ services backed up because I can never make it. The day I finally have time to get a much needed massage and facial.... the massage therapist asked me if I was sick because she claims I "sounded sick!" I told her I have allergies, it is Georgia EVERYONE suffers with allergies. She proceeded to go to the front desk while I await in the other room and basically tells the front desk and another therapist she is not comfortable giving me a massage. Oh but this company is comfortable taking $60 a month from me? It doesn't matter that I was a repeat customer. They refused to give me a massage. I asked for the owner and regional manager information and I received nothing. No call massage no facial. It is only a matter of time before ME is out of business. Treating customers like this is not ok!

Leonardo Veira

Horrible Experiance today at the Weston Florida location I call to see if they did foot massage for my 95 year old grandmother , they said that they where able to do so, I told the girl at the counter that will be great and told her we live here I be there in 10 minutes. She said ok. When I got there she makes an appointment to see her in 1hr? I could not believe I just drove there with my grandmother . I told her you could have said to me over the phone . At that time the suppose manager jumps in the conversation and tries to explain the procedure that if the appointment it's not in the system they can't take care of walk ins I'm not sure how this people got a job. Will never use them in the future .

Jacqueline Lanzafame

I went to Massage Envy on the Upper East side of Manhattan and signed up to be a member. The staff there is the most unprofessional, and rude people you could imagine. I've gotten better service from fast food restaurants than this "spa." I left a review on Yelp detailing how I was treated by their staff, being told I was not being charged a fee and then having another staff member call back and tell me that I was being charged a fee because "I wasted their massage therapists time", and "if I didn't want to incur fees I should read my membership agreement." This was all because a staff member accidentally moved another person's appointment time instead of mine, and instead of asking the other staff members who may have spoken to me insisted she was charging my credit card for wasting their therapists time. I was treated this way by the staff and then called multiple times over the course of weeks to speak to a manager and was never called back and somehow no matter what time I called a manager was never there. I was charged for November membership when I should not have been because I could never relax in a place after being treated that way by staff members. Finally, Massage Envy Corporate reached out with the very helpful, "each Massage Envy is independently owned and operated line." The only useful thing they did was finally help me get in touch with a manager there. The owner emailed me and told me to speak to a person named Angelica. I was not able to get in touch with her although I called multiple times (in part that was due to holidays.) Tonight, I tried to call to speak to Angelica for the fourth time and she was again not there until wednesday. The girl who picked up was named Alicia and she said she was a manager. I told her the story and she told me she would refund december but not november because due to corporate policy. I told her I had every intention of getting a massage in November until your staff treated me like scum. The way I was treated by the front desk staff in general warrants a return on my money. I was referred to massage envy by my sister who also had a massage envy membership and neither of us will ever go to them again. Stay far away from these places, as corporate will not help you and I have read many reviews of similar things happening to other customers.

Tammy Godfrey

I signed up for the monthly renewal and wanted to cancel it. I have almost 1000.00 worth of massages I haven't used and they want me to use them before October. What a joke. They charged my new bank card without my approval because my other one expired. I will never use them again or refer them. I prefer to work with honest people.

Aly Hobick

We cancelled our membership and we specifically asked if we could transfer a massage per policy. They specifically mentioned that was ok. We call to schedule the massage, they say they changed policies and that’s no longer allowed. They gave us corporate number, no option to talk to a person, no call back. Unbelievable. Totally unprofessional. We were going to pick up our membership again in December, never again will we do business with this place.

Andrew Stoltman

They have been charging my card even after I cancelled my membership 8 months ago. Then had them blame me for them losing my membership cancellation forms. Please never go to massage envy, they will blame you for the mistakes they make. Save yourself the stress and time. Not worth the 1 star just have to have it to post.

Julie Meek

Only a 1 because zero was not an option. Left my bracelet and necklace behind on accident as the last appointment of the day. Called the next day....no one answered or called back. Left messages. Called several more times and no one was willing to look or ask around for it. Could not get manager to call me. Front office staff was unprofessional. I am a member in Gahanna Ohio. Hoping someone higher up that cares about their company. Apparently Manager only comes in every couple of days. Is this really how a company operates....

Eleana C.

No please. No good. Bad people. Bad administration

Piper Kelly

I cannot believe I even had to click a star. Look at this company...complaint after complaint....hundreds...thousands of negative experiences. I am ALWAYS the client who races to google reviews to leave a detailed, 5 star report and brush off the negative experiences. Not anymore. Massage Envy you have pushed me way passed my limit. I joined in Nov/ Dec of 2018 and needed to pause payments in January due to personal and health. (These issues were shared in detail with the Tucson spa, so they could understand the urgent need to pause the account and remove Massage Envy as a stress-or in my life. I just skimmed through your web page and couldn't take it any more. You are not a wellness spa dedicated to your client's health, you are a company that locks members into a transaction. If this Tucson spa knew anything about me, they would know that I am dedicated to massage therapy and would return when my urgent matters settled down. But no, during one of the hardest times of my life I was at the DMV getting a new license with my new address to prove my address change to my massage spa....this is not what I needed to be focusing on during this time. I did not understand why my situation was not enough to pause until I came back. I know every business has to set a rule to ensure membership retention, but this was so incredible ruthless and ignorant. After my peaceful day at the DMV, I brought my new license to the store and...nope, my new address is within 25 miles of a Massage Envy. I wish I could re-enact my reaction. It was the initial laugh, haha, you guys are funny, to the tears and realization that you all are incredibly stone-cold people. I cannot believe I was standing in the lobby of Massage Envy for the second time crying and asking (almost begging) for an exception. Who is in charge of these strict policies? Who trained these employees to stand like robots completely unaffected by the steps I was taking to prove I needed A BREAK! ALSO, I would like to remind the company that this is months after the national reports of sexual misconduct that took place within spas, including incidents here in headquarter's hometown. I am not a corporate customer service expert ,but I imagine in the months following such negative publicity, customer service would remain #1 priority. But no, there I was crying in your lobby... I let the charges come through because I had to deal with urgent life matters. Months later, as I was adult-ing and reviewing finances I was reminded I needed to call Massage Envy. At this point, believe it or not, I would have still returned if they removed 2 months of charges. That is $120. I love the location and had positive experiences there prior to my lobby tears. But no, "sorry it's our policy." Oh really? policy? Is sexual misconduct your policy, too? Here I am 5 months later. Every month, I see my ME charge come through. Every month I have to call Chase and re-dispute the charge. I have a great perspective on life and was in a place where I wasn't going to let the little things get to me....and this completely unnecessary situation was still a little thing in the big picture. Meanwhile, two months ago, I started back on my massage plan. I have experienced WONDERFUL service at Nature Medica and Gadabout, so I absolute recommend visiting one of their locations instead of getting locked in to this contract. Two weeks ago, I got a call from the Chase Bank dispute department. I was visiting with a dear friend that I had not seen in a long time...but I had to take the call because all charges would not be removed if I didn't sort this out. Another 10-15 minute call and we had it settled. I banned Massage Envy would never charge me again. Finally, after nearly 6 months of the worst customer service and being told that my horrible situation was not worthy of a contract revision, I was done!! Tonight, I checked my bank statement. Guess who is back?

LaToya Peguese

I have been a member of massage envy since 2015 and I recently had to cancel my membership. I will say that it took them 3 months to let me know that my membership was not canceled. They also charged my bank card without my approval. I will never use them again or refer them. They lack professionalism and proper communication skills.

Matt Metz

Your massage experience will be as good as the specific massage therapist you choose. It's hard to know in advance what the strengths and weaknesses of each therapist are - unfortunately you just need to try different ones until you find one you like. But once you find a good one, you will not find a better deal. Most resorts and spas charge $75 to $100 for one hour (plus tip!), and at ME you will pay much less. Please be aware that your massage therapist only gets a fraction (typically LESS THAN HALF) of what you are charged - so if you like the massage, I recommend you tip at the high end of the recommended ranges - a minimum of $15 for an hour and more if you liked it. Even with the large tip, combined with the "deal" for the massage fee, you are paying much less than you would at a resort or other massage provider.

Kimberly Yagovane

I have called and emailed their Guest Relations email address several times and I have yet to receive any kind of response. I have been a member for almost four years and I will now cancel my membership. Ridiculous.

Alycia Hand

I have serious concerns after reading customer reviews of problems with mismanagement of their contracts and credit cards. There does not seem to be any resolution or restoration of lost monies happening, lots of we are sorry about your issue from the managers and referrals to corporate, but no solutions

T Rice

I’ve been a loyal member for 2 years. I have never been hurt by a therapist before because they always take protocol precautions to warm up the tissue on my back before going so deep. They didn’t do that on my last massage and I am now bruised and in pain and it’s been 3 days now. Will someone please respond back to me about this.. I dont think It’s ok to come out of your massage with more pain than when you went in as well as bruises up and down your spine.

linda scott

I called to purchase a gift certificate for my sister in Denver. They gladly took my credit card number and said she would just need to schedule an appt and everything was set. OMG this has turned into a nightmare. This was a Christmas gift, we are now in the middle of February, she has been told they don't do gift certs and I have left a dozen msg's for a manager to call me so I can get my money back, to no avail. They took my money, denied my sister her gift and now refuse to deal with the situation. I intend to sue. Do not do business with this outfit, CORRUPT.

J Waugh

I got high pressured into joining in November 2011 when my wife and I went for a couples massage. The next month we went again, and after that every time we have attempted to schedule a couples massage (they only have one room for this at Desert Ridge) it is unavailable. I tried calling several days in advance and still no luck, and minimal cooperation. Desert Ridge is the only Massage Envy in the area that has a couples room. Its like they lose interest once you have signed up. I have been paying every month since then, and am cancelling now. They are terrible!!! I strongly urge anyone considering to think twice, then think again. My wife and I pay $109 every month for NOTHING! So to summarize, I have paid $636.00 for two massages!!!

Nicholas Grosse

Not sure how else to get the attention of management so I have to give a negative review. On July 6th, my wife and I cancelled our membership at the Murphy Tx location according to the requirements given to us by the office team. We were told that after cancellation it would take 10 days for our cancellation to be processed and that no further debits would take place after that time. We cancelled our membership because we are tired of paying for 90 minute massages that last 75-80 minutes, price changes without notification/approval, and due to consistent cancellations and/or scheduling errors by the office team. On July 9th, having not received confirmation of the cancellation, I followed up again with the office team to confirm. We finally received a response on July 12th confirming the cancellation. At that time I requested confirmation that no additional debits for dues would hit our account and I never received a response. This morning, July 25th, the monthly debit for our account hit despite the cancellation. In addition, I have asked 3 times for the total massage credits on our accounts so we can schedule those massages within the 60-day period given to us by the office team. To this date, I have not received a response. In fact, I have asked in person and have been unable to get an answer. Unfortunately, Massage Envy has demonstrated a lack of effort, transparency, integrity, and urgency. Obviously our decision to cancel our accounts has been justified by this situation but we'd like others to know what they're getting into before signing up for Massage Envy services. In addition, we believe Massage Envy should be concerned that some of these issues have been litigated elsewhere in the past.

Alicia Martin

I have been a member for several years and overall was satisfied with my experience, until last week. Turns out my membership was terminated without my knowledge when my ‘home’ location closed permanently without any prior notification. I had hours on my account that have now disappeared. I have called the corporate number several times and left messages and gotten no response.

Tree Buster

Front desk associate Candace was very rude today. She interrupted me, talked over me and when she finally understood what I was asking of her, she said with an attitude, "that's what I said". This location has only had one really good masseuse in the two years that I've been a member. I called corporate to make them aware of the situation and got voice mail twice.

Chris Brunelli

This is a prime example of a businesses of a certain class. How unique of them not to address the negative brand sentiment. I hope they learn or get destroyed by a business that listens.

Tommy Pack

My wife purchased gift card for her daughter. Staff at Easley SC store would not honor it and said they couldn't find their names having ever purchased one. We have bank statements proving purchase. Having already recieved massage, she was told she had to pay again. They even threatened her with the police if she didn't pay. Hope they like the bad ratings. I will be contacting better business bureau next. Looks like they have done lots of people wrong according to ratings.

jeremiah II haymond

Today I share a story, cause it looks like massage envy response to reviews instead of responding to there customers. I purchased a E-gift card for my wife, and after purchasing it said error, then my bank have got a hold of me. To see if I was authorizing the transaction. So I thought the error was do to the bank, so I thought the transaction did not go through, so I redid the transaction and the error code showed again. So I thought nothing of it the transaction did not go through. A week late I was checking the account and the authorization went through twice. So I check my wife's email to see if she received the E-gift she has not. I called the local massage envy and talk with the manager in Apple Valley California, she said I had to talk to the corporate office in Scottsdale Arizona, So I did. Contact by calls and emails, which supposedly they respond quicker through emails, which is bull corn. I put it this way it is already June 3rd 2019, this was mothers day. NO CALL AND NO EMAIL to resolve my issues. It funny how the local management are more professional then the corporate. I am going to overwhelm the reviews, I see the reviews get more attention now, it is sad how the customer service operates. You have to give bad reviews to get a response. Believe me they would not have got one star if I could, but I had to post. Let's see if they respond now, on what I stated at the top, of today date June 3, 2019 yes I will be calling and emailing this joke of a business.

Justin Sanders

If I could give 0 stars, I would. The is the worst company I have ever had the displeasure of working with. After my local store suddenly closed, with no prior communication, it took over a month for the corporate customer service to return my numerous calls and emails. After finally getting ahold of someone, they assured me that my unused credits would be extended for 6 months so I had time to use the 11 unused credits I had. When I tried to schedule my massage a few months later, I was informed that my entire account had been closed, thus losing out on $550 that I will never get back. Again, after trying to contact customer service, I still have not received a response. There is no contact number to call and all communication is to be "directed to your local store". After doing some research as to why I had so many unused credits, I found out that every time I was going in for a treatment, I was being charged again, instead of my credits being used. So in reality, I spent over $1000 for 6 massages. I just want my money back for all the unused credits.

Gordon Rose

After being a member since 2005, a counter lady messed up my membership and I lost my 39.00 rate. Been fighting with them for 2 years to get it figured out. Alyssa blew me off for months at the camelback location to fix it. And this week she finally told me that in spite of being over charged for 4 services while it was getting worked out that I could now pound sand because I’m currently late. I don’t think so. Calling corporate today.

Rose Stertz

I have been a customer for over 3 years at the Hyde Park, Cincinnati ME with the same masseuse! Love her!!! Recently, every time I show up they have me scheduled with a different masseuse. When I ask what is going on, they stammer and make excuses. They LIE and say they tried calling me (I have a Smart phone and have no record of missed calls or message), there was a mix up, etc. When I asked to have the manager call me . . . nothing! I have two calls into the location and no response. Just tell me if my masseuse has left and we can go from there. I HATE BEING MANIPULATED AND LIED TO!

benjamin hurrey

This one star rating isn't because of my massage experience. It's because of my experience with Jason the person in charge of members services. I did not realize that I was signing up for a 12 month contract. For whatever reason, either I wasn't paying attention when it was explained or it wasn't explained properly. I started the conversation with Jason stating that. I was told I could cancel at any time during the conseltation. I was polite with Jason when he called me after I tried to call once before and not being able to leave a voicemail because it wasn't set up yet. The conversation was calm and polite until I realized that Jason wouldnt be able to help me and I asked for his supervisor or someone above him. That's when it all changed. He then informed me that ,"there's no one above me. And if you call any location asking for some one above me they'll just tell you to call me". I told him I didn't believe him. He then asked me, "if you had a complaint with AT&T would you get to talk to th C.F.O. or C.E.O.?" Then Jason questiond whether or not I could read. And if I could, "its all in the contract". I was told I was putting words in his mouth when I would ask a question. He also complained about how long I had him on the phone for. Then told me he wasn't going to cancel the contract. His words were, "I'm not going to cancel the contract for the reason you gave me". That leads me to believe that there is a reason he would've canceled my contract. Just not the reason I gave him because he didnt like it. So that means its personal at that point. Then he said he was terminating the call. I wished Jason to have a good day and ended the call. I wish I would've checked the ratings online before I went to this establishment. If the owner is reading this, let me ask you a question. At this point do you really want my business? I'm an unhappy customer who wants nothing to do with your business anymore. Why would you want someone who doesn't want to be there to keep coming back? The whole point of your business is to relieve stress. The mear thought of stepping foot into your establishment again stresses me out. And now I'm to understand that I have to keep paying $60 a month for a service that I won't be using. Forget my original reason for wanting to cancel. At this point I don't feel comfortable using your services or being at any location at all. Because according to Jason, he's in charge and no one is above him.

Christina Dagerman

Horrible customer service. I ordered a gift card online and the site crashed - which appears to be a reoccurring issue seeing there are complaints from May about the website crashing. After waiting the recommended time (an hour) for the gift card to arrive (I waited 6 hours), I couldn't find any contact information on their website for customer service and ended up calling a branch, then referred to another location, and lastly the headquarters. The branches were very professional and quickly provided contact information. Once I received the gift card department, I was advised, by recording of course, to send an email, as all operators were busy during business hours. I emailed them explaining the issue with screenshots and waited. No response that night, after 24 hours, or after a couple days. I took filing a claim with my credit card (I waited until the charge was no longer pending in case it reversed) for them to contact me. Then they emailed me a receipt and email confirmation showing my receipt with a different amount. I replied back with a question to the amount and still no response after 2 days. Thank goodness I had the gift card emailed to me instead of my sister (thanks for making my gift late ME), otherwise I would never have known if the gift card was actually sent. Emailing GUEST RELATIONS IS A JOKE. Do yourself a favor and get the gift card at a store. The company needs to disable the feature on their website if they're not going to fix the server error. Who knows how many people they've ripped off by not delivering the promised gift card.

Tonya Miller Johnson

The massage envy in uptown New Orleans manger Jessie, can be rude and unpleasant to deal with.

Debra Campbell

We made appointments for massages for both my spouse and me. Wish I read these reviews prior. They refused to give my husband a massage because he was a cancer patient receiving radiation (Proton) treatment. Told him it was policy. This was after the therapist had him in the room inquiring about his aches and pains. The therapist consulted with the manager and they came back with policy. The association of professional massage therapist published an article back in 2013 explaining how external radiation has no effect on the therapist and questions to ask clients undergoing XRT to best serve them and the benefits of massage for these patients. The problem with MASSAGE ENVY is they are not a skilled massage therapy provider in the profession AND they discredit the skilled therapist that work there. They made my husband feel damaged due to their ignorance. Never going to them again. Was a member but not anymore! Pretty unconscionable way to do business...

Andrew Eberle

Ordered a gift card online and the site crashed. I tried again and the same issue, no receipt was sent to my email so i assumed i wasnt charged, but was charged for both attempts. I called customer service, multiple times, no answer and the voicemail box was full. I had to file a claim with my bank to force a refund. Still have not gotten a response from Massage Envy.

Raeven Bennett

I was let go the managers told me I was uncoachable and also unteachable. The managers are doing things that they are not supposed to be doing

Tony W

I will never deal with ME again. Complete rip off along the way, every step of the way. Overcharging. Impossible to get answers or talk to anyone or get a call back. This place is absolutely in business to rip off customers in any way possible. Even the therapists will tell you that (multiple of them have). Take your business elsewhere.

Kevin Christopher

They allow their franchises to steal from customers and when you complain the direct you back to the franchise owner. I had to take a local franchise to small claims court to get the money back they stole. Even after the case was filed they kept trying to charge my card.

Robin Bentz

Nice office space.

Brenda Stewart

I've been a member at the Pikesville location in MD for over 3 years. Became a loyal client of Adrianne because of her expertise and skills. My frustration with the poor customer service skills of the front desk staff has reached the point where I can no longer continue my membership with Massage Envy. The customer service significantly declined over the last 4 to 6 months. I have previously resorted to driving from my house to Pikesville to determine if Massage Envy had closed. Why? Because no one answers the phone for DAYS!!! And no one responds to voice messages left on the answering service. Surely you have to be closed down for something like this to happen. This has happened, not once, but two times within the last 4 months. I simply cannot get through by phone. And the lack of professionalism of the front desk staff can simply no longer be tolerated. Recently, on this past Friday, I asked Jasmine at the front desk to email me the form to cancel my membership. Guess what? It's Monday and I have yet to receive it. This is a typical example of the kind of business practices you can expect.

Artavis Brown

My wife is a member and has been so for over a year now. She has a total of 4 massages from the last few months of membership so she decided to book both of us massages. She was told that she could not book the appointment without a valid card on file. However, we both received email confirmations and voicemails saying we have appointments on Monday. We both took off work early to make our appointment only to be told we were not booked upon our arrival. Both reps told us there was nothing that could be done and there was no availability despite both of receiving confirmations. They have yet to rectify the issue at all.

Carole Sanfilippo

I went for a acid peel, $110 as new customer plus tip....I have monthly peel with a Dermatologist, however he retired, so thought I would try this at LaQuinta, what a waste of my money, no pinkness, no peeling, nothing . After 5 days I called Manager, she called tech and answer is oh you need to wait for 4 or 5 appts...at $150???? she said you can join and it would be less...I will never go back to this place and neither should you. If you want a good peel go to a Dermatologist for same amount of money minus tip. I paid and received no results.

Eric Hugherichughbajw

Someone from Headquarters called my 79 grandma “young lady” in a demeaning way after a massage envy at Southpoint Mall Durham N.C. got racist with her at check out. Their manager Ashley or the co-owner was racist and rude and all headquarters said was “calm down young lady” the guy talking to her was maybe in his 20’s rude company headquarters is a joke.

Margaretta's Home Childcare Hartsfield

Me and my friends scheduled a hour massage on May 29, 2017. Instead of an hour It was 40 minutes I was literally waiting on my friends to come out. Then the computers was down so know credit card payments could be taken so I paid cash. My friends left their phone and best time to call for the next day in order to give their credit card payment info. Massage envy never called them but they charged each one of their sessions to my card do to I was the only one who had a card on file. So I called back to let them know that I never gave anyone authorization to charge my card and how un professional it was for them to do so with notification. I was told that they credit my card back for each of my friend sessions. On May 31st 2017 I did receive a credit for one session. I called back today 6/5/2017 to advised them that only one was credited. Now I having to call my credit card company to find out why was only one charge posted. It's had not been a good experience and no I nor my friend will be going back or make referrals to other. This could of been avoided.

Allison Ivers

Never in my life have I received worse customer service. I purchased a gift card online last night, and it kept telling me that I had not "added it to my card" although I had clearly done so. Finally, when I got to the end, it charged me DOUBLE. $150 instead of $75. I have called every number I can find and can't get in contact with anyone who can help me. The corporate office AND the headquarters DO NOT ANSWER. I would like a full refund, although I'm sure that won't happen. I would like money back for 1 card at least, since that's what I was trying to purchase in the first place. Anyone else have this problem and gotten a refund? I am upset to even give this place 1 star. Someone please help.

Ricci Fuentes

Very very unprofessional. DO NOT GET A MEMBERSHIP. It will be an ordeal to get it canceled. They will continue to charge you, they will say they are going to refund your money, they won't. They will say they are going to call back, they won't. Everyone will promise to find out what's going on and you will have to keep calling to get any information. I canceled my membership in April. I was charged in May. I was promised a refund. It's June 20th and I still haven't gotten a refund and have not received a call back from the manager. I've called probably 10+ times at this point and nothing. I can't imagine it's any better at any other franchise so just avoid all of them.

brittney millsaps

I have been trying to cancel my membership for a year now. I moved and don't live near a massage envy and cannot use my massages. I am very frustrated with the lack of response and help from Massage Envy.

Veronica Frye

I have tried calling 3-4 times, left messages with no response over 4 days. I have been charged $98 for a missed appointment during which my sister had arrested and passed away in the hospital. The receptionist inconsideratly asked “well, did you cancel your appointment” followed by, even if you cancelled same day you would be charged $50. Calling Massage Envy during that time wasn’t my first priority. I would like to continue going as the massage therapist was very good. I am frustrated with the lack of compassion and customer service.

T NATION

I had such a horrible experience with the location associated with Massage Envy in farmingdale,NY. I posted a long review about my experience and it’s worth a read before considering to ever go to any massage envy location. It’ll make you read the reviews and think twice! I reached out to the ME massage corporate office by phone and hit a dead end , so I decided to email them yesterday . I received an automated response. The corporate office made sure to make known in the auto response the independence of each ME. It stated “We know how important every member and guest is to each of the independently owned and operated franchised locations”. Caring for guest and customer...I don’t think so. What you should note is that every wrong doing and lies each facility is doing to guest and customers is not only a bad view on the independently owned facility itself but it is also a bad representation of the corporate office. They are the face of YOUR company name. ME corporate office will probably just sit back and let the corrupt independently owned Facilities continue ruining their name using that independently owned verbiage to show their hands are clean hands. Ha! I don’t think so... No response yet from the corporate office so I’ll wait to see what actions they will take against Massage Envy in Farmingdale,NY. I won’t even hold my breath. BEWARE TO EVERYONE!! READ THE REVIEWS 1ST AND LET YOUR CONSCIENCE GUIDE YOU FROM THERE!

Annette Shively

It's too bad I can't give them a "0" for service. I have tried for a year to get me email login updated to no avail. After calling the local office and the corporate customer service number MULTIPLE times with no return call, I tried to reach the executive office and left messages for the Chief Commercial Officer Beth Stiller who did not respond. I also attempted to reach the CEO Joe Magnacca however, he is not listed in the phone directory...wonder why. I guess I shouldn't be surprised given all of the other reviews. What's disappointing is that the local franchises are usually awesome; it's just unfortunate they have to deal with a bunch of corporate clowns.

Vick Edwards

My overall experience when receiving services was awesome. The massage therapist was great. She was very professional and knowledgeable. However, I have had unauthorized charges on my card and no one has contacted me despite being told a manager would contact me. I have emailed and called still no response. After being called numerous times I advised that I no longer wanted to be a member. The minute I enabled my card I was charged despite asking them to remove my card. A really frustrating experience. I hate I did the membership. The staff were very misleading when telling me how it worked. I would not recommend the membership. Very disappointed at how they handle customers

TImi Cole

I've been trying to get my W2 for over a month now. I have tried to call on multiple occasions and they are now ignoring my phone calls. This isn't just impacting me but as well as my husband

Lydia Morgan

This company has caused me SO much stress and grief im almost to the point of filing a lawsuit in Az. Ill fly out there. You guys have been stealing from us for too long. You reap what u steal

Kisa Stayzer

After about 4 years I decided to cancel my membership. Very unprofessional. I arrived for my session therapist decided to cancel me. All I got was a we can reschedule. Another time therapist cancel oh we have another therapist that’s even better nope my needs were not met. Front desk clerk forgets to check you in as they seem overwhelmed with answering g phone calls. Today I had a $60 gift card was told it was 39.00 with attitude and did not answer my questions or concerns. I’m done with this place. Will not recommend. It starts off great. Look out.

Tim

This place is a joke of an organization. Had an issue with a location and was asked to let corporate know and didn’t receive a call or email, nothing. Stay away! Just awful policies and they don’t offer any solutions to issues.

Stefanie Reed

Absolutely horrible customer service. I signed up for a 6 month contract and am now still paying on month 9. I have been given wrong paperwork by my home store on two occasions when I asked to cancel. Despite me arguing with receptionist that she was having me sign freeze paperwork and not a cancellation notice I was told by several staff members including the manager that the paperwork was the same. I was assured my membership would be cancelled. I’m now on my third set of paperwork and they continue to pull funds from my account despite having told me they deleted the card on the account. Customer service doesn’t exist, there is no response from corporate. DO NOT FALL FOR THIS SCAM OF A COMPANY. Just yesterday when I spoke with the manager again regarding my situation I was told I now have enough massages saved to do 90 minute sessions instead. These massages are not saved, they are being wrongfully charged to me after I have filled out pages of paperwork for cancellation. The better business bureau needs to do something about this company.

Dave Dytrt

I just called because my wife received a gift card at Christmas and we thought it would be nice to have a side-by-side massage. I called and booked the massage and was told the $39.99/hr massage was for members and new customers only. Therefore, if you have visited before like we had and are not members, the price is $79.99/1hr. I do love a good massage but I doubt I could relax for an hour knowing I was paying $79.99 per person. My wife's gift card was purchased as a new customer so, we would have to pay the $40.00 difference for her massage too. I think we'll just let her use her gift card for a bottle of water, slice of cucumber and a couple pieces of gravel....

Beani Johnson

I went to Massage Envy Rockrimmon in Colorado Springs earlier this year after having my hip reconstruction done a year prior. I thought that this would help make my hip feel a little bit looser and more comfortable. IT DID THE EXACT OPPOSITE. After a session that I had in April/May my entire leg had gone completely numb for about 2 weeks. I had called the office as soon as it happened and asked to cancel my subscription because this was the last thing that I wanted. I spoke to the manager (Heidi) who sent me a form to fill out to what I was told to cancel my account. She said that my account would be cancelled and if I decided to come back I had until November to renew. A month later I get a call saying that my card had been declined (wasn't declined I had gotten a new credit card) and they needed a new one on file. I told them that I had already cancelled my account a month ago and they said that they had no forms signed saved on my account. Which led me to believe that the manager did not even submit these forms for me... Come to find out that she had not submitted the forms and that they found them in her emails. Now it is December and I am getting a phone call from massage envy saying that I have 3 hours on my account. I immediately call back saying that I have cancelled my account. The manager continues to tell me that I DID NOT cancel my account I just froze it. She also continues to tell me that the gal who took care of me last time is no longer with the company so she cannot ask her about the situation. She then tells me that she can cancel my account but I HAVE 3 HOURS that I can still use before I cancel. After having my leg go numb and on multiple instances having them try to charge my card obviously I do not want to ever return. The manager also leaded to tell me that she cannot refund my money that I can only use the hours. So thank you Rockrimmon Massage Envy for ruining my experience there I will NEVER be returning.

Brittney B.

My home location was closed, and I had SEVERAL hours remaining on my account, which it appears that I no longer have access to when reviewing my account online. I've called the corporate office several times and have not been able to get ahold of anyone. Today a suspicious charge of $195 was charged to my credit card, however, I am no longer able to see my credits and am unable to book an appointment at the surrounding locations. I will be forced to seek legal action, as I am out of thousands of dollars when counting all of the accrued service credits and the $195 charged to my account today. I am extremely disappointed in the Massage Envy brand, as this is extremely poor customer service, bordering on fraud.

Michelle Memmo

I have called and emailed the corporate office. I cancelled my membership last year and they are still debiting my pre tax health/debit card and the location I joined at has closed . Very fustrating!!

Jarrett Sosa

So, my wife got a years massage package in which they deduct from Bank account automatically. However one must fully read and remember to check the contract carefully!!! After the years contract is expired one must go in person to sign contract termination. Failure to do so will incur continued deduction from ones account. Furthermore, any unused monthly massages must be used in 30 days or you WILL Forfeit your massages and your MONEY!!! People are nice, company policies...... just be careful

Margaret Trabuscio

Had an issue with their online scheduling and was advised to call corporate. Huge mistake. How in the world do you not have customer representatives? Also your entire set up is trash, they double booked my appointment. Never ever again will I give you my money. Terrible service for mediocre massages.... also what a joke when they told me my appointment is cancelled they told me they had a facial appointment open, INSULTING!

Jamie Shepard

The Owings Mills, MD location is a mess. The first time I went they had first opened and it was fine. I called and made a 2nd appointment. The day before the appointment I get a call saying they need my credit card information. I told them with all the fraud out there I’m not comfortable giving this over the phone but will be happy to provide it when I come in for my appointment. The representative said that was fine and they would keep my appointment. I decide to call and confirm before I drive there and I’m glad I did. They CANCELED my appointment! The representative, Nia, said they needed my credit card info so they had to cancel. I told them about the conversation I had the day before and she said that didn’t matter because it was against their policy. I asked to speak to a manager both times and was told they didn’t have on onsite. Nia also said there was a note in the system that I was rude to the prior representative which I completely disagree. I asked Nia if she thought I was being rude because it’s the same way I spoke with the prior representative. Nia said I wasn’t rude. Although when I asked for the regional manager’s info twice she said she couldn’t give that out and then hung up on me. They obviously don’t know what they’re doing at this place. I had heard bad things about them but I tried it anyway. Oh well. I’ll stick to a more reputable place. I was given a gift card for Father’s Day that I will have the person that gave it to me get a full refund.

Amy Airhart

Please tell Manager Sydney at the Atascocita TX location to stop sending employees to buy her cigarettes.

Shawna Cole

Went into the store in port Charlotte to cancel. I too was told to could cancel anytime. NOT true. I have four unused visits because no one is every available when I try to book appointments. I call no one available. I try online none available. When I went into store lady says I'm the owner. Said she could get me in right then. Well isnt that a surprise it's been months and they could never get me in and the day I wanna cancel she has availability. Funny how that works. I told her I didnt want membership anymore she continued to argue with me. I asked for corporate she refused. I left the building saying I will contact corporate that her employees lied to me and scammed me. Dont get membership it will be a huge mistake. 27 therapist but only have a few rooms. So be careful. Calling corporate tomorrow!!!!!

Valerie Reich

I have left numerous messages with your LENEXA KS branch Manager to return my call. They allowed SOMEONE ELSE to sign me up for a contract and are are threatening to send me to collections when I never wanted to begin services in the first place! And haven’t gotten the massages I’m being charged for! Please have someone reach out to me since the manager there won’t answer my calls.

Mark D

Whatever you do - do NOT get hooked into the “membership” plan. They make it sound SO good Before you sign up - but what they don’t tell you (but is in the fine print of contract) is that if you let them accumulate and then want to end the contract - they only give you a short time period to use all the ones you already paid for! So if you can’t get them all in before time runs out - you lose them! Also, even though they make it sound like you can go use your membership anywhere - if you move to another state as I have- they can stick it to you (once again in the fine print) to cough up more $$$ money $$$ saying it’s their “area cost” or some other nonsense. Fair Warning- whatever you do - DO NOT SIGN UP FOR THEIR ”MEMBERSHIP” PROGRAM!!! Worst part is that I only signed up as a Anniversary gift to my wife so we could go together- and now they have turned it into a nightmare having to deal with them!!

Chaz Dez

Just finished a massage & I think I have a cracked rib. I was having a great experience until the moment I felt the pain. I got there early, staff was nice, but pads weren't working. I had to go to paperwork. I'm icing down now and breathing is getting better, but the pain is very high.

nina mercantini

I recieved a $85 gift card for Christmas dec 2017, due to health reasons I was unable to go for my facial massage. I called the robbinsville location (now closed) n they told me it never expires. well I called today to make an appointment n I was just told it has a 0 balance n was used in Sept 2017. unbelievable. they cant tell me who used the card only it was used at 4:06 in the afternoon. now how could anyone have the info about the card except an employee. I did call in Sept 2017 n gave them the card number n explained I wouldn't b able to use it for a while do to spine surgery I was having.. UNBELIEVABLE... how do you not have a name of who redeemed the gift card...

Jasmine Phillips

I transferred a massage to my mom in June of this year. The first time she was ever transferred a massage was by my best friend. When the company ME typed in her phone number area code (601) they transposed the digits and typed (610) instead of (601) so whenever I transfer massages to her, I have to help them find the account bc her phone number is incorrect in the system. I transferred a massage around June 20, 2019 and my card was charged $10. My mother went in today, August 2, to redeem her massage and had to call me because of the mixup. I, in turn, had to call my home location which is in Las Colinas Irving and make sure that the transfer was still there for her. When I called, I let them know everything about how the phone number was probably the problem and how I had already paid for the transfer. However they proceeded to charge my card another $10 and a soon as I realized, within seconds, (bank notifications set up on my phone to let me know of each transaction in real time) I called back to let them know to refund it. The area manager Adrian informed me that the bank would take 3 to 5 business days to process it. This upset me highly and I asked for the refund in cash because I had already explained that I had already paid for the transfer however someone still took it upon themselves to charge my card another $10. Adrian was very snippy and rude with me and let me know that she would not be able to refund me in cash because she already refunded the card which I understand however I let her know that she needed to be held accountable since she’s the ‘area manager.’ This is the one place that I expected never upset me because your purpose is to relax me. Simply because I informed the branch of exactly the reason and the date of when I transferred the massage but they still charged my card again and then turned around and told me that my bank would be the one to be held accountable for how long it should be before I get reimbursed although I have already explained the scenario is the reason I’m so d*** upset! LISTEN before you ACT! I just emailed corporate and left a massage and am expecting a return CALL within 3 business days!

JazMarie J

Absolutely horrible

Carla Petrena

I ONLY PUT ONE STAR BC IT WONT ALLOW ZERO STARS. I TRIED TO BUY MY SISTER A GIFT CARD AND THE SITE CRASHED AFTER I PLACED THE ORDER. IT WOULDN'T ALLOW ME TO BUY ONE-OR SO I THOUGHT. I GOT A CHARGE ON MY ACCOUNT FOR $100. I NEVER RECEIVED A NOTIFICATION OR EMAIL THAT IT WAS PURCHASED AND WHEN I CALLED TO REPORT IT TO THE LOCAL ME IN FLORIDA, THEY COULDNT FIND A RECORD OF IT. I CANT GET THROUGH TO THE CORPORATE OFFICE AND I JUST WANT MY MONEY BACK. I DONT KNOW HOW TO GO ABOUT IT.

KERIMA Omega

I must say I am very disappointed with corporate. Two days of calling and no one has even picked up the phone. Nor returned my emails... I only had a few questions. Mind you i have been a member for 7 going on 8 years. Massage envy location in Garwood New Jersey and Staten island location have been a God sent!!! The staff is wonderful. The therapists are AWESOME!!! The only problem is corporate.... Wonder what they do all day that NO ONE EVER PICKS UP!!!

Kendra Passaro

I ordered my mom a gift card online for her birthday 3 weeks back. I realized that I had entered in the email address incorrectly and immediately called them to resend the gift card. That was three weeks ago...I have not heard back from them. I have called probably 10 times now and sent emails. This is absolutely ridiculous! This is not the way a business should be run! I will keep calling and hopefully reach someone. NEVER again will I use Massage Envy

Carrie Romeo

If I could give it 0 stars I would. I order two e gift cards and did not receive. I didn’t even get a confirmation email. I had to email because there is no customer service number and no one has responded for two days. I sent multiple email as well as the mentor location sent one too. And still no response. I want my money back or will be doing a charge back on my card. It’s now been three days, three emails, two voice mails, and messages on Facebook and nothing. Horrible customer service. I will never buy again. And my family still hasn’t received my gift. I WOULD LIKE A RESPONSE. I CANT BELIEVE YOU TREAT CLIENTS LIKE THIS. WHAT A JOKE. Calling my credit card company as we speak.

Denise Penick

I just had the most amazing massage at the Massage Envy in Houston on 43rd street in Oak Forest neighborhood. My therapist was Cherri and from the first touch I could tell I was in for a great massage. Also she was very kind and we enjoyed great conversation as well!! Can't wait to see her for another amazing treatment! Please applaud this nice therapist!

Austin Nichols

I have been a member for years 8plus my card on file got freud. Not my problem. Massage envoy missed on $55 payment in those years. Not to mention i have 18 paid for in advance but will not let me get a massage while i am out of town without a new card. Thats $1000 plus dollars i have paid this company or no service yet they wont allow me to get a massage until i update my card. Was nice paying this worthly company for so long. Hope this goes to the management level you have lost a customer and wife friends etc. But ypu got paid awesone job.

Graig Presti

My therapist Karen is awesome, but the management at the Westlake, Texas location is awful. I had a medical emergency one morning and had to reschedule, and they are going to charge me 50% of my appointment. Unreal. I've been a customer for years, I will be taking my business elsewhere and I suggest everyone consider another company to get massages from. Horrible customer service. You'll never get a dime from me ever again.

cavis adams

DO NOT RECOMMEND MASSAGE ENVY I had been a member of massage envy for years, but after the recent disrespect and hate that I received from the staff at massage envy plymouth, minnesota, i decidedly cancelled my membership and will not go back. after dealing with the rude daytime/weekday staff there, to include the "manager" or "supervisor", a woman who apparently cares more about controlling staff and customers than retaining a longterm member for the business or even listening to a customer's concern, i'm not even sure if i will use the outstanding massage credit that is still on my account. I'm not sure of the staff's names because the "manager" refused to give them to me. this latest debacle happened, i believe, tuesday, april 23rd of 2019. this is exactly why massage envy is getting such low reviews and any stockholder or corporate ought to be seriously concerned with these issues. i will be posting and reposting this experience for much time to come and at various forums until i reach the right one and get the explanation that i deserve.

Nystagmus sumgatsyN

Massage Envy does not seem to get the point of massages. It is to make people feel better and more relaxed. I get my friend a gift cert for one massage at the store. It is fully paid for. When she gets there they ask for her credit card and drivers license, for reasons i have no idea. Following her "okay" massage she is hounded by the front desk about joining a membership which she had no interest in doing. They were so aggressive she joined with the condition she can cancel with a 3 day grace period. So she goes into the store for a free massage, comes out trying to cancel a massage envy membership she does not want in the first place. Not the whole point of a massage, she is actually more stressed out. So if there was a horrible option on this review, i would click it.

Shelby Logeman

I would give negative stars if I could. 5 months ago I called to cancel my membership because I was laid off from my job and needed the money more than massages. The woman I spoke with asked if I would like to pause my membership. I said yes, but I would need a call back before it got reinstated. She told me that was no problem and that was the end of that conversation. Cut to Friday (10/13/17) they've taken money from my account without calling me as I requested. I called and spoke with the assistant manager and told her I wasn't in a financial situation where I could keep my membership and I wanted to go ahead and cancel and get a refund. She told me that to get my refund I would need to pay for all five months that my membership was paused. She gave me a spiel about how I made an agreement when I put my membership on pause that I would pay back those five months. I explained that I made no such agreement and that if I had been informed of this fact 5 months ago, I would've just cancelled my membership then. I told her how upset I was and that I wouldn't accept that answer and she told me there was nothing she could do. I could cancel my membership and there would be no refund. Then she HUNG UP ON ME! I called back to speak with the manager and the manager told me there was nothing she could do and even if I called corporate, they would just send me back to that branch and they would tell me the same thing. The rudeness of those people is astounding and I'm out almost $60 when I desperately need that money. I will never go back to Massage Envy. ADDITIONAL NOTE: 11/13/17 - My account has been charged AGAIN and no one has responded to my emails or my phone messages from either corporate or the branch. This is absolutely ridiculous and I am livid!

Linda Williams

My name is Linda Williams i live in Nashville Tennessee. I visit one of your store in Mount Juliet Tennessee to get a massage. I was not pleased with the customer service or massage that i got. The massage tech that was giving the massage was very unprofessional she did not know what she was doing. She kept looking at the clock and putting all this grease oil on me. Very unprofessional. I DID NOT COME THERE FOR A BACK RUB. I CAME THERE FOR A MASSAGE. I would not recommend Massage Envy to anyone. Especially the location in Mount Juliet Tenn.

Cristina Crosby

I finally decided to use my gift card. After a lengthy conversation finding the right masseuse and dates etc., she refused to make the appointment because I don't have a credit card. I didn't see the point of giving a credit card for her to create a profile for me and secondly, I insisted if she can just use the gift card number instead. She said, "No!" She actually canceled the appointment because there's no credit card! So you actually turn down a customer because there's no credit card? Is this your policy? So what happens to my gift card since you turned me down? Can I get a refund then? Please advise.

Richard M

I was a member who paid in full at the end of my membership. I was charged a Ten Dollar inactivation fee because my year ended and I had three sessions due to me. Your Brick New Jersey office Illegally charged my credit card for two more additional sessions after my membership was over. Is this how you allow your franchises to do business? You should be ashamed of yourselves.

Sassy Conjure

Awful .. no responses to email and no one answers the phone.. just shut down the whole business.. a bunch of crooks!!

Serena Coates

I signed up for membership in Visalia ca, I can’t seem to get it. You have to book so far in advance then they call and cancel on you . But they will sure take you money. I can’t get anyone to talk to me about refunding membership. But you can’t get in at all. I have so many on my account and once I cancel they say o have 30days to use it. Well how the hell am I supposed to use it if you don’t have appointments available for me. It’s a scam. All they want is your money.

Yvette Haddad

I and my husband have been a member for a very long time. We go to the one in Mansfield Texas. In the last 6 months nothing has gone right. First a couple of our therapist have quit some did tell us before they were gone that they would not be working at this location anymore because they were treated terribly. I always book two months in advance. We had to cancel a couple of sessions because my husband was going thru chemotherapy. Once we were done we were looking forward to returning. I always call to confirm the appointments...suddenly we were not scheduled...someone took us off the schedule. Then it happened again and again.The manager did not want to come to the phone. I would not recommend message envy to anyone maybe Sand and Stone are more profession and not liars. We will finish up with you all and then join your competitor.

Gretel Santana

Liars!!! I had 3 sessions paid from about 3 years ago that I could not use because they had expired even though they took my money. I came for a mother daughter massage and Maria told me if I signed up that I can use those 3 sessions since I had already paid also for signing up in February I would get a free sessions so that's 4 extra. I get here today and Maria is here so I remind her as I did with Jackie over the phone when I booked my appointment. Maria starts by telling me that they changed their system and she doesn't see my 3 sessions so I told her ok if your internal system has a problem that is not my fault. Then I tell her ok so I don't loose my time I'll use the free one while you solve the issue. She said I could not. So I was very upset because I feel as I told her that massage envy and her (Maria) that she lied to me to convince me to sign a contract which involves money. That is called fraud and misleading customers. Maria's attitude was horrivho and as I told her how sad she is misleading customers to get people to sign up. She kept on telling me that the system changed and I told her massage envy internal problems should not be a customers problems. I deal with customers everyday and it is sad that she lied to get me to sign and is trying to say it's not her fault however it is when they made the mistake and no one had the decency to let me know prior to me leaving work early and driving there to be told I have to wait because their system. Then she starts telling me with an attitude to go get the massage or she will shorten the time and I told her she can not shorten a time that is because their mistake. She proceeded to roll her eyes and walk away with an attitude. I told her she should not do that to a customer especially since it was her mistake. I told her I wanted everything in writtiw when I came out. When I was done she did not come out sent someone else to tell me a manager would call me the next day . When I asked for what I requested in writing they told me they would call me and I'm still waiting for that call. Very disrespectful and massage envy lies to get customers to sign up. Now today I get a call from Jennifer telling me that her girls felt horrible because I was mean to her girls. I said wait your calling me as a manager and telling me that your girls feel bad for misleading me to sign a contract and when I told her that was fraud and a wrong way of doing business she said to me they did not want my business. this is really sad that you have people like that working for your company

As Ah

A younger man than me on the phone from headquarters had the nerve to call me “young lady” please talk to your staff about appropriate language especially when talking to older women.

Kelsey Foligno

Unauthorized charges to my credit card. Manager at Texas location argued with me every time I went in about signing up for wellness program. I declined each time and he charged my card on file anyway. Cancelled an appt with a female week in advance but manager tried to say he confirmed with me. On three occasions I tried to get name and contact for manager, franchise owner and corporate and all three times they refused to provide it.

Mary Dickson

I have made numerous calls to ME corporate office and left messages to have my call returned. Never have they returned one call. The customer service is horrible. Even the spa managers mentioned that they don't have any luck contacting them. I have been a member since 2011. They take my money each month but will not return my phone calls. It seems that everyone is having the same issue with calls and emails not being returned. I guess all I should expect from them is to contact them by email which it looks like they don't return messages either. Frustrating.

Linda Voeltz

The massage envy in Medford, OR disappeared one night...went for a scheduled appt. and the door was locked and the business empty. No phone call received about the closing. I cannot cancel membership as I have no franchise to go to to do so! I have called since March 5th ( it is the 22nd today)and left voice messages, and emails to corporate customer relations with no return phone calls or emails. I have a few credits to use, and to add insult to injury they deducted this months membership fees from my credit card.Any suggestion on what to do next?

Raven Shavon

If I could give zero stars I would. To call yourself a health and wellness company when you have caused me nothing but stress and inconvenience. I have 7 unused massages as I was being charged for months without knowledge and when I asked to remove my card off file. I’m told I have to fill out paperwork and bring it into the office, but wait it has to be 10 days before I’m billed in order to cancel my account. And after I cancel I have 60 days to use 7 massages! I ask for an emailed version and was sent a form that still needed to be printed out and faxed or turned back in. When I talk to the manager Sky, I am told that I will not be refunded for any massages that I DO NOT AUTHORIZE!! When I asked for my card to be removed, it should have been and I would’ve cancelled my account when I could. But no, this company knowingly tried to suck me dry even after being told to take my card off file! After trying to dispute things with my bank I am denied on what grounds? I was not under a contract! Not using your service! Not only did you continue to charge but charged more than I paid while I was aware I was being charged!! Absolutely disgusted with your service and would never recommend ME to anyone!! And I would like to hear from someone soon!! I will post this any and everywhere I can! So sad I just want to be done with you folks and this has dragged on for almost a year!! 7 months of unused service!

Lora Ost

I was given a $200.00 gift card from my husband and made an online appointment to use it two weeks in advance, planned my whole entire day around this appointment and when I got there she said I didnt have an appointment, they have a problem with the online booking and sometimes it does not show up on their computer. She didnt offer to help me make another one or even appologize for the inconveinience. There should be a statement online saying to call and verify your appointment after you book it if you know there is an issue with the online bookings. I drove past one Massage Envy that is about 20 minutes from my house due to bad reviews and drove for 45 minutes to make this appointment. I stood there a few minutes just looking at her and then turned and left. I would never recommend this place to anyone. That is horrible customer service, that is no way to treat customers. How do I get my money back on the gift card because I will NEVER use this place??? The online reviews are horrible (I only read them after my issue) full of people treatment issues that are unresolved. I could not find a phone number to call to complain and I didnt want to call the place that treated me this way. What do you do about issues or problems people have with the services after they pay good money to use this place? Never would I ever recommend this place to any of my friends or co-workers. It is not right to take peoples money and not fulfull the service that is paid for. I would love to hear back from the corporate office on this issue feel free to email me with your response.