I had a membership at Massage Envy. I called to cancel and was advised to just freeze the account instead, so that I wouldn't lose the accumulated massages I already had on the account. I can no longer lay on my stomach due to back surgery and still can't use the massages I have.
Without warning, my account reactivated and I have been charged for March and April. I called today to cancel and get a refund for March and April and was told that I couldn't get a refund. I have MANY massage credits on the account in addition to these 2 months of charges, several hundred dollars that they refuse to refund.
Best practices should allow consumers to be reimbursed for services they can't use. Buyer Beware!! Massage Envy will still steal your money if you can't have massages anymore!!!
I visited Massage Envy, the Falls location on 6/28/21, given a great sales pitch on how well trained their staff is and that they were all “Professional Massage Therapists, regularly trained.”
The first session I came to was promised to be a 2 hour session with full body stretching and a full body deep tissue “sport massage.”
What did I get? The Therapist showed up 25 minutes late, did a 7 minute stretch session and a crap 40 minute massage that made the girls on the beach rubbing suntan lotion on people look like a professional. I immediately complained to the front desk staff and was promised a full refund for the 2 hours and a replacement session with “one of their best therapists t a different location”
I agreed and scheduled the appointment. My second session, at a different location; the South Miami location on 9/9/21. I arrived 30 minutes early and fully explained my last experience at the other location. They told me they had heard many complaints about that "other" location, then assured me the “Professional Therapist” i would meet today was "one of their best". I was promised “this therapist was highly trained with strong hands”.
What did I get? An individual who had been working with your company for only a few weeks, and complained through the entire session how much her hands were hurting. Again, i immediately complained to the front desk staff and shared my extreme disappointment.
Again, same as the last location, many apologies, promised refund and replacement treatment. I asked to speak to a manager, the front desk individuals called and spoke with “head office”. They passed me the phone and said “this manager will help you”. I explained the full experiences from both locations and stated i no longer wanted the appointments and simply wanted my money back.
I wanted to find a different company that had fully and professionally trained therapists. I was told “All our therapists are professionals and highly trained”, my experience proved this statement was not accurate. I said again i wanted to cancel the membership and receive a refund for the wasted sessions. I was told by the “manager” on the phone my membership would be cancelled and my money refunded.
Both times I was promised a refund. This time now from a ‘manager” at “head office” promised a full refund and cancelling my membership. Simple and easy. A professional reaction to a very bad situation. What any good company would do.
What did I get? Nothing!!! Not only did i not get the promised refunds, these scammers took 3 more payments from my credit card. I contacted the company each time a payment was taken and given an apology and more promises of correction, refunds, & claims “We respect all our clients and I would love to be able to address the issue.”
Not only has this horrible company wasted endless amounts of my time in 2 different locations, via telephone and email, and failed to follow through on your promises, they have to this day continued to try to steal more money from my credit card, and they are even sly about that trying multiple times every day using different amounts each time.
I finally put a block on my credit card so they could not steal anymore, and to my delight, i finally received a call from them under the pretense they wished to help... the follow up call, from a “manager” Monica Trujillo [email protected], only goal was to get more money from me. She claimed she knew nothing about the reported issues, and went on to mock me, make fun of my company and threaten to sue and do damage to me and my reputation if i made any sort of comments on their “how did we do?” reviews.
My suggestion, avoid these scammers. terrible services, disrespectful and scams… This company is clearly only interested in how much money they can get from people, with no interest in the services provided, or promises made.
Gloria Wahrenbrock the principal owner of Massage Envy located at the following locations:
5901 Norwich Avenue No. Stillwater, MN 55082
1007 Pearson Dr. Hudson, WI 54016
History: 13 years ago, her daughter gets married. Gloria loses in court against her own daughter w/husband. Ever since then, Gloria has been filled with hatred so much Gloria has repeatedly called the police numerous times, attempted to break up her daughters marriage, try to bribe her own daughter to leave husband
and not allowed to visit Massage Envy locations or her 2 homes. Gloria threatens to call the police on daughters husband for any reason because of her own insecurity. Husband has clean record.
Where's the rip off? Simply not welcomed at a business and threatened that the police will be called on husband for no reason... That's not right. Gloria has continued to defame her own daughters husband and it has left him no choice but to write a report on Rip Off Report.com.
Gloria has a chance to file a rebuttal and has been informed that a report was going to be created. For the record, Gloria is not only a compulsive liar but a evil presence and a fake personality that is totaling misleading for others.
They sold me a package of massages that they said would never expire. After paying $1275 and only having one massage said I could not use them. Tried to cancel several times they continued to bang out credit card. They are a scam organization filled with liars and thieves. During Covid when they were closed and they continued to charge credit card. I have reported to Better Business Bureau and also am requesting credit card companies reverse charges. I have and will totally continue to write bad reviews with google, Yelp, Facebook, Instagram and Twitter. They are a criminal organization and if their horrible business practices don’t destroy their business maybe Covid will.
Massage Envy has the most anti-customer policies, they make in nearly impossible to use accumulated hours. After calling repeatedly to have an account frozen, they never did it. After I locked my credit card to prevent them from charging more, they threatened to send me to collections if I didn't pay them. They also informed me that any requests have to be made in writing and not over the phone. But why wouldn't they have told me this one of the times I called previously?
I have also tried to use my hours for my minor child (13-14 years old) and they tell me I can only transfer one hour to her every 6 months and that it will cost me $20 to transfer in addition to that. In order to freeze my account, another $20. Oh yeah, and they ludicrously charged me my monthly fee when the salon was closed during COVID! They said they sent an email saying "if you want to stop charges, let us know" but I never got any such email from them. And their default actions should have been to STOP ALL CHARGES, not force people to opt out!
I cannot figure out how to use my $845 in accumulated hours. They are not seeing the forest through the trees. If I could at least use my hours with and for my daughter so I could actually use them, then I would stay a customer. But no, they'd rather have horrific policies that ruin customer loyalty.
I just got off of the phone with an assistant manager at Massage Envy. I had to call them back 4 hours after the manager was supposed to call me. As expected, it was a complete waste of time explaining my situation. The assistant manager that I spoke with did not have any authority to resolve my issue.
A little background, I have been a customer for several years, due to a contract that I regret signing. I also pay for my wife and daughter to get monthly massages. I made an appointment the day before and I usually get a text message reminder an hour before my appointment. I never received a reminder, I was told that it was due to making an appointment within 24 hours, which I did not know until today. I lost my $65 dollars. They only thing that was offered to me was an upgrade to aroma therapy , it was insulting that they were taking my $65 dollars and offering me something that might cost them 25 cents.
Prior to this event, I had scheduled my preferred massage therapist over a two month period. Every appointment over the 2 month period was cancelled by Massage Envy. I was told that my therapist would not be in that day. I did not complain at all, I get that things happen. By the way, I have emails documenting everything that I am telling you. Given that I did not complain, I did not feel it was unreasonable to ask for consideration this time. Apparently, I was wrong. There is no grace or empathy toward the customer for something coming up. However, they can cancel for two months July, 2020 and August 2020 ( a total of 14 or 15 sessions) and I am to accept that. Lesson learned. I will be contacting the Massage Envy's corporate office and let them know how one of their franchisees is tarnishing their brand.
Here is what you need to know.
1. Massage Envy pushes everyone to sign a year contract for a massage for 65 dollars a month. It's at least 75 dollars for a massage if you are not under contract. They have to have a credit card on file. You are charged automatically every month. The contract is skewed completely in Massage Envy's favor.
2. It's hard to get a massage therapist that you like due to the amount of turnover. Although they charge 65 dollars for a massage, the therapist only receives 16 dollars. They really push tipping the therapist, because they are not paying them. I usually tip between 10 and 20 dollars for a 50 minute session. So a 50 minute massage really costs about 75 dollars.
3. As noted above, once they have your money, you will never see it again.
4. There are so many options in our area that you don't have to pay these outrageous prices. After I cancel my account, I will be going to a massage therapist at my chiropractor's office for 60 dollars and no contract, no issues, no hassles.
5. If you like the idea of going to a corporate organization because you feel that you can trust them and their brand, don't be fooled. Do not place misguided trust that a large corporate entity like Massage Envy will step up and take care of you. They won't. There is too much money involved.
I submitted their form to cancel the account in Dec of 2019. However they charged my account again in Jan of 2020. I filled out their cancellation form again and submitted it in Jan. I was not charged for the months of Feb, Mar, Apr, or May. On June 19th they charged my account again. We called them to find out why we were charged again they said the account had only been placed in a 3 month freeze and that to cancel we would have to submit another form.
We have already requested to have the account closed twice. We spoke to the office manager and attempted to speak to one of the owners but he refused to even respond. This company is now frauduently charging me for services not rendered on an account I have twice requested to have closed.
I'm writing this comment to let you know my displeasure as a member. When I join over 10 years ago, I thought this was the greatest thing on earth, the experience and the professionalism was comparable to more pricier spas. For the past couple of years, the comparison has taking a nose dive and I personally don’t see a need to keep your services anymore. I have had more than a dozen of incidents, today and Friday November 3, 2017 went into Massage at Potomac Yards in Alexandra VA for a 90-minute session. 30 minutes prior to my session a voice mail message was sent stating that my session was canceled. I was unaware of this for I was in meetings most of the day and when I arrived there from a 35-minute drive I was told to make another appointment. This was unacceptable, but it was not the first time this has happening. additionally, Therapist have been providing horrible service for giving 40 to 45 minutes massage taking ten minutes to start and leaving 5 to 10 minutes early. This has been happening over the past several years and I have logged complaints to these facts. As I submitted my termination letter and explained to the retention manager that this does not work for me anymore and I’m done she agreed and gave a 60 day timeline to use the remainder of my credits. Three weeks later I’m being charged again after I was told all account activity would cease.
DO NOT BUY A MASSAGE ENVY GIFT CARD FOR THE HOLIDAYS OR ANY OTHER TIME!! I just did everyone a favor.
I'd like to start out saying that I am a super patient person that rarely causes issue with the service industry. I am usually very easy -going but this needs to be told. Last year my wife surprised me with a $200 Massage Envy Gift Card. We thought it was an amazing gift, but it has been nothing but a nightmare dealing with this company at several different locations. She bought the Gift Card in Ohio. We moved to SoCal in May of this year. I had yet to use the gift card, so we thought it would be romantic and a nice stress release to book a couples massage for our honeymoon in Temecula, CA. After the massage we tried to use the gift card and they said there was no balance on the card. Mind you, we NEVER used the card yet and we still had a year left to use it. After an already stressful time getting everything handled for the wedding and with money being super tight they made us pay out of pocket for the services that my wife had already paid for last Christmas. So we basically paid $300 for 2 1 hour massages.
After much back and forth we finally got a refund on our card and they took the charge from my account with Massage Envy. I was on the phone multiple times and what was supposed to be a relaxing event after our wedding turned into a colossal headache. I also tried calling and writing the corporate office several times and they were zero help with minimal response and ZERO care to my concerns.
There was still one massage left on the card/account and I was VERY hesitant to book it because of all the run-around and huge issues we had last time. But hesitantly I went ahead and booked a massage for my wife under the account because she works very HARD for the money she spent on that Gift Card. So today she had a massage booked. Her grandmother unfortunately passed away this morning so I called to re-book the appointment. I told the lady on the phone what happened and why we had to cancel and re-book. This bi*ch on the phone said that because it was the same day that they were going to still have to charge me for appointment. No understanding for the situation, no Segway into it, just simply, "well since you are cancelling same day, we have to charge you." This company is horrible. I have never had such issues with any company across the board on all levels before.
Do yourself a favor and pass on this company. I wish we had.
First of all women of color don't work or even ask for a job there. They insult your intelligence, train you and then you have to beg for your pay. Furthermore why would you work for a place that won't schedule you after you are trained? Then only to beg for a schedule. After you go in for your schedule they insult you by asking you, Why do you wanna work at this place? To tell you the truth you really don't have a reason for the way they treat you and the many sexual allegations that have been brought against them the past few months at various Massage Envy locations, and now they don't even wanna treat their employees right . So my advice to everyone don't envy Massage Envy in Tustin wish them to close down.
Management at this particular store went out of her way to make it difficult for me to cancel my membership after the required year as a member was completed and paid in full. Employees at the store said Massage Envy works with people who move out of the area, but this manager would not. My year membership was completed in July. I was told I could cancel at any time without issue. Tried to cancel over the phone, was told I had to personally go in to the store where I had started the membership in order to cancel. I told them I had moved and going to that store was not easy any more. I finally made it in to the store on Sept 13 and they said my membership needed to be reactivated again in order to cancel my membership and that they needed a credit card from me to do that. They said that even though my year membership was over in July, I still owed for August and September because I didnt give them in person written notice of cancellation within 10 days of when payment would be due. Memberships revert to month to month obligation if they don't receive in person written notice of cancellation within the required 10 day period. So I sign their cancellation paperwork and back dated it Sept 1 so that at least I wouldn't get charged for September. The manager said she wouldn't honor the Sept 1 cancellation and that she was going to charge my credit card on Sept 19th for one more month. She said if I dispute or block Massage Envy from charging my card this month it would go to collections. This company is just a bully. I am in the process of posting this compliant on every web site and Better Business Bureau I can so that people know about this. I am slo going to let Chase Visa hash it out with them.
I paid in full for a one (1) year plan at $59 per month (total of $703) for montly massages at the Queen Creek, AZ Massage Envy. Due to life circumstances I was unable to use the massages but paid the plan in full thinking they would remain on my account since they were paid for.
On 2/23/17 I called in to schedule a massage and was told my account had expired on 8/2016 and I had no massages I was entitled to. When I explained I wasn't able to use the massages during that year and thought they would remain on my account I was told I would have to renew my account and pay $65 per month to receive the 5 massages I was entitled to under my old contract (the pricing had increased from $59 per month to $65 per month) and this was their policy and there was nothing that could be done.
This is a complete rip off, as I paid $703 for massages and did not receive the services paid for. It did not cost them any money to HOLD the massages on my account as they had been paid in full for my contract.
I signed up for a membership at massage envy because I wanted to try it and if you aren't a "member" the rates are nearly double. I had a therapist that did a good job and I went twice a month. I had to cancel one month due to an unforseen circumstance; massage envy charges $60 for cancellation with less than 24 hour notice. Securing appointments with the therapist I liked became increasingly difficult.
On a scheduled appointment day, they called me a couple of hours prior to my appointment to cancel because something came up with the therapist. I inquired if I would then get a $60 credit since when I cancelled they charged me $60 and now they were doing the same. The answer was no, even after speaking to the manager.
I couldn't get appointments anymore with my therapist, because she was good, and her availablity steadily decreased. I tried two other therapists, but the quality was poor and I was highly unsatisfied. I elected to "pause" my membership.
The pause time has ended and I want to cancel my membership but was told in person and on the phone that I cannot do so, despite the poor treatment and quality of service I received at the establishment.
I do not ever wish to patronize any massage envy and would advise to anyone who asked me to do the same. I just want to end this.
Unable to cancel membership after numerous attempts. When calling the facility I normally go to, I am told I cannot request to talk to the manager for that is not their policy. I have been told that the manager will return my call with details to cancel. The manager will not return my calls although I have provided both my work phone and home phone numbers and the times to reach me at each number. Also I was told it would take 24 a 48 hours, but the time they have had to reach me has well exceeded the 48 hours window.
Another charge to my credit card was just processed this morning for membership charges, although I've been attempting to cancel since last week. I cannot express to anyone how disgusted I am with the management at this particular facility.
My last resort, which it looks like I will need to do, is to contact my credit card company and disputeto the most recent charges to this facility.
-NOT Possible to Cancel Membership (except to be permanently disabled in some way or move 25 miles away from any ME Location)
-Forge Membership documents if they get your credit card info
-Lose paid for services if not used by last day of membership
-NOT allowed to give your prepaid services to who you want. (not within 6 months)
-WON’T work on Chemo Patients
-But wait! There’s more…
My experience with Massage Envy started with someone giving me a gift certificate. I had never had a massage before and hadn’t been in a rush to get one so I put off using it for months. I finally used it because due to my job I was in some serious back pain that affected my ability to work. Thinking a massage would ease the pain and tension in my back muscles I went there to use the gift certificate. Someone from the reception desk talked to me about why I was there and what I wanted worked on. Due to my pain I felt pretty desperate for relief and she preyed upon that to sell their membership to me. It started then and after to massage when I was a bit more relaxed (although the pain hadn’t left entirely) and feeling sleepy they continued their sales pitch. Not usually one to be sold on expensive and luxurious things like this I feel I was gullible in my weakened state. I foolhardily handed over my credit card and signed a 1 year contract. One of the dumbest things I’ve ever done.
I went again and at some point I felt it wasn’t for me. At around the same time my credit card (tied directly to my bank account) that had been used to sign up with got replaced. Since I didn’t want the membership anymore I didn’t notify Massage Envy of the updated information. In my experience when you can’t be charged for a product or service they cancel your “order”. (I had a similar experience with a type of membership that charged my account monthly. When my card was compromised and I received a new one I forgot to update the info with this company. Due to this oversight they canceled the product/service I had been paying for due to non payment.) Apparently this is not the policy of Massage Envy. They have people who pursue this type of issue. I did receive messages that they were unable to process payment. Since I wasn’t using the service anymore I did not want to pay for it anymore. I didn’t feel the membership price was that much of a discount to make it worth the $59.99 being charged to me every month. Even though I wasn’t coming in and getting massages they felt they deserved to be paid anyways.
So a few months down the road and they somehow worked hard enough at the issue to suddenly force a charge through of over $356 to my bank account. Understandably upset I contacted Massage Envy in Williamsburg and told them I hadn’t used their services so I didn’t need to pay for their services. They disagreed. I made an appointment with the manager at the time, I believe her name was Chanda or something. When I arrived at the location I witnessed the manager herself selling a membership to a woman. This woman clearly asked “If I ever want to cancel my membership what would I have to do?” The manager said to her, “Oh, just write us a letter and we’ll take care of that for you.” When she was done with that customer she ushered me into her office. I spoke to her about my concerns and why I didn’t feel it was justified that they had charged my account and had worked to hard to force that payment through. She acted all understanding but it was all just an act.
Because when I asked if I could just go ahead and cancel my membership right then and there she said that wasn’t possible. That there was nothing she could do for me. I could not cancel and I would continue to be charged monthly. (So she lied to the customer she had seen just before saying that a simple letter could cancel such an ironclad contract and she had no real power to help anyone.) So since I was really disenchanted with the whole company and massage concept all together at this point I asked her to make sure that this membership wouldn’t auto-renew. She said she’d make sure. I also asked if I could at least let my family members used my accrued services. She said yes. But that I would have to pay extra money in order to do that. Making the massage cost $69.99. I have to say I really don’t understand this policy. Moving on, I went ahead and scheduled an appointment for myself because I was out of options it seemed. I also scheduled one of my services for one of my family members, paying the extra money to do so and double-checking with the employee that my family member wouldn’t owe any money when she came in and they assured me she would not.
On the day of my family member’s appointment I received a text from her while I was at work. She said the massage was good but that they made her pay for it. I was so upset I called her immediately to find out what was going on. She said that she had to pay for it and she tipped $10. She isn’t one to question things so she just paid it. Her bills being tight I agreed to call and handle the situation with Massage Envy since it was my membership that was supposed to have paid for her massage. Upon calling Massage Envy the woman on the line said that yes they charged her and not only that, she signed up for the membership. I told her that was all incorrect. The massage was prepaid AND she would NEVER have signed up for the membership considering what I had already been through. I hung up and contacted my sister to verify that she didn’t sign any paperwork and she had not, she had expressly told them that she could not afford and did not want a membership. I got in contact yet again with the Manager and demanded she not let that forged paperwork go through. She said that she would make sure it was taken care of and the employee would be dealt with.
After this I still made another appointment for myself and for a different family member (paying for the transfer fee) since I still had unused services that I paid for and was continuing to pay for. I told this family member not to bring a credit card inside with her because now I am convinced the company is just a bunch of money hungry thieves with no concern for its clients at all. At least management, front-end staff and the owners. I personally have nothing bad to say about the massage therapists. I feel bad that they have chosen such a horrible place to share their talents with.
Months later I am at my last 2 services and I decide to book for myself and a family member. I had already given a service to this family member. I didn’t think that a big deal. Apparently Massage Envy does if it hasn’t been more then 6 months since the last time. So my family member offered her appointment to a different family member and I changed the appointment. This person had recently been diagnosed with cancer, was undergoing chemotherapy and really needed some relaxation. This person informed me that she could have a massage but that the massage therapist just needed to be informed. So I called Massage Envy and explained this. I was informed that they will NOT work on people under going chemo. That is their personal policy but according to my family member’s research she is allowed to be massaged. At this point I didn’t feel that anything to do with Massage Envy was going to relax me in anyway after this. To add insult to injury my last 2 appointments were scheduled together on the last day I was able use them before my cancellation date of my membership. Your accrued services that you pay for can NOT be used after this date. So if you do not use them by then your lose your money. I called Massage Envy back and told them they could cancel the appointments because I have had nothing but trouble with them and I didn’t like them turning away someone with cancer.
That a person undergoing chemo could in fact have a massage. The girl on the phone seemed genuinely surprised by that. I’m not surprised that she didn’t know. She isn’t a massage therapist yet she is handling appointments and such for them. I doubt she knew anything about massages outside of what the company’s own personal policies was. I acknowledge to her that I understand that I will lose those two services because of the end date of my membership. She says “We never want you to lose services.” But doesn’t offer to extend them past the end date. Or offer any other solutions to make the client (me in this case) happy. Very bad customer service I feel in this case. I don’t see why the services I already paid for couldn’t be used later in the month. But I knew they wouldn’t have offered anything. I knew I would lose when I called. I just thought I’d make them aware. I told her not to take any of it personally. Because she was just an employee holding up the policies of the company she works for. Hopefully she has found a new job with a new company. One that has policies worth upholding.
I work in the beauty/service industry. I work at a locally owned business that holds itself to some of the highest standards in the industry. I hold myself to even higher standards. When my clients mention to me wanting to find a place to have a massage, or to gift a massage, or even mention Massage Envy directly. I tell them my story. My clients know and trust me. I’ve no reason to lie or swindle them. I care for them and do not want them to suffer through the same awful situation I dealt with at the hands of that company. I believe the clients and others who I have told will not be using the services at Massage Envy. Or at the least, they will pay only in cash to avoid the falsification of membership contracts like my family went through. Word of mouth is strong in a town like Williamsburg, Va. I am making this story heard. A new company has opened in town that provides massages. I offer them as an alternative to people just to avoid them going to Massage Envy. If you have read this, please, do not give your credit card to Massage Envy. I even ask that you please consider other options for your massage needs entirely. Just avoid the hassle and waste of money at the totally not relaxing place that is Massage Envy.
I have been a customer of Massage Envy since January 2013 and satisfied with their masseuse although I felt their front office sales tactics are aggressive. My second and last contract with them was from April 5, 2014 to May 5, 2015 and I decided to continue as a client on a month-to-month WITHOUT a signed contract.
When I went in for a massage in mid-October 2015, I informed the front office that I would no longer be using their service and not to bill me for November 2015. The front office said I needed to fill out a “membership cancellation request form” which I did and that’s when they try to sell me on a new 12-month contract. I told them no and that after my month-to-month expires before the next billing cycle of November 6, 2015, I will no longer be a customer.
On November 6, 2015, Massage Envy charged my debit card without authorization and after I had cancelled my month-to-month.
This also resulted in an overdraft and my bank charged me a fee of $35. I went to Massage Envy asking them to stop billing me and to refund the $35 overdraft fee that they were responsible for. The front desk then told me that they don’t have a cancellation request from me and that I must have asked for a “membership freeze form” which meant I didn’t cancel. I told them I know the difference and I wanted to see my file. Conveniently my file was empty.
I am filing this complaint because “a collection agency” keeps calling me claiming I owe Massage Envy. I do not and I want Massage Envy to stop calling me and they still owe me $35 for causing my account to be overdraft.
I am attaching a copy of my 12-month contract with Massage Envy and it clearly shows my membership expired on May 5, 2015.
Massage Envy Franchising, LLC and it's Irvine Northpark Plaza franchisee practice aggressive, deceptive and unethical sales and retention practices. After binding myself to a year contract with Massage Envy on 8/21/2014, I found that I was directly lied to by the sales agent during contract negotiations. Specifically I was told that (a) I would have the ability to transfer unlimited unused massages from my account to a guest with a surcharge but no other limitations, (b) any massages accrued over the course of my contract could be used post-cancellation of my contract and would not expire, and (c) after my year contract was up, that I would be transitioned to a month-to-month billing cycle which could be cancelled easily at any time.
I eventually found out that each of these three verbal promises were untrue. To date I have only used four of my 14 accrued massages due to high anxiety caused by dealings with Massage Envy sales and retention staff. I am two months past my contract end date and am unable to even cancel my account without paying for an additional month due to me signing into Massage Envy's unethical contract on the basis of fraudulent claims by the sales and front desk staff at the Irvine Northpark Plaza franchisee location.
I went into Massage Envy, Irvine Northpark Plaza franchise on 8/21/2014 looking to try out their massages with the intention of signing up for their services on that date. I am not the type to fall for sales pitches and will usually put up a wall when I hear them coming on. There sales pitch was extremely aggressive, I nearly walked out but ended up signing up because I had pre-planned to and wanted to start getting regular massages with my girlfriend. I was told by the sales agent that as a member I could: at any time transfer my unused passes to a guest, who could use them as often as they like, with a small surcharge. any massages I accrue over the year will not expire and I can use them post-cancellation until all are fulfilled. cancel after completion of my year contract.
My first and second massages went fine (aside from upsell pressure from the sales staff) but I brought my girlfriend along to my third massage on a guest pass using one of my unused accrued massages. I had moved from Irvine to LA so this was at the Manhattan Beach location. Nothing about this guest pass was guest-like, instead she got a very aggressive sales pitch. The saleswoman told my girlfriend that she needs a lot of massage work (due to non-existant issues) and that she also needs to sign up for a year contract. I told the saleswoman that I only go once every couple months and that she will be using the other half of my massages and therefore does not need to sign up. The saleswoman informs me that a guest can only use one of my passes every 6 months. This was the last time I cared to deal with Massage Envy and have not returned.
I had my credit card information change in June 2015 and I had to call the Irvine Northpark Plaza location to setup a different credit card to fulfill the remainder of my payments. I confirmed I could cancel my account over the phone at anytime after my contract had ended (8/21/2015). He urged me to wait until 9/20/2015 (one day before my contract would renew) so that my accrued massages would be good for the longest period of time. Since I was still under the assumption that my accrued massages would not be expire, this came as a surprise. He told me that the accrued massages are only good for 1 month post-cancellation of my account. I missed the first cancellation because I was out of town. On 10/17/2015 I called Massage Envy Northpark Plaza location to cancel. The woman taking the call first told me that I would be able to cancel after my next bill (10/21/2015) to which I informed her that my account went month-to-month on 8/21/2015 and that I am eligible to cancel now. She responded by telling me that I need to sign some form and send it back to them. On receiving this form, its quite clear how awful Massage Envy's business practices really are. The form is covered in legal statements that are clearly trying to prolong the cancellation process, even post-expiration of the contract. Specifically it says that the cancellation requires a 30-day written notice and that the cancellation requiest must be reviewed and approved by a clinic manager, and that the clinic must first discuss cancellation options and procedures with me. This is another clear purposeful verbal contradiction from their sales team.
I've never had 1 massage at the Buford Georgia location- or any location after being sold a membership - They refused to give me a massage. But didn't tell me this until the therapist read on my report I was on oain meds! I was without clothes while they humiliated me! Told me because of the meds I was on they had to refuse service. Once I reported this- they still refused to perform services. Then would not let me cancel my service! After all id went there because I was suffering in pain!
The owner and the manager treated me horribly, belittled me! Refused to refund my money or cancel my service! I tried countless times to cancel various ways- I was also traveling at the same time in third world countries, no massage envy there either. I also took in a letter saying I was moving, had my doctor call, and called countless times after moving. They would not stop charging me- My experience with them was horrific! They were rude to me, and treated me horribly in my opinion! Buyer beware it was virtually impossible to get out if the contract, they are still charging me 59.00 a month and won't stop!
When I first went to Massage Envy it was on my birthday in 2011. They forgot I was there and I had an appointment, that should have been a sign. I had my massage and of course I got it free. I was talked into signing a contract, every month other month my massage theraphist cancelled on me giving me free services. At the end of my contract, I told them I would not renew and at the time I was owed 3 services. My credit card had to be renewed, at the time I did not give them my new info because they owed me and I was not happy with the services. I talked to the manager serveral times, I wrote to the home office. Massage Envy called me serveral times to bully me into renewing my contract, I went to the location a spoke to someone in person cancelling my contract and each time I explained the situation to them. They seem to leave me alone. I was notified of in 2015 that I was in collections for the cost of a new contract when I didn't sign a new contract.
I bought and paid for a 6 month membership, paid for it and assage Envy continued to charge my credit card $60/month because I didn't cancel in writing.
I spoke to regional mgr who informed me that this was in the contract I signed. Which , even if it was ---and my bad for not reading the small print-- I was not aware of it and manager informed me that Massage Envy NEVER gives refunds.
Massage Envy Spa Reviews
I had a membership at Massage Envy. I called to cancel and was advised to just freeze the account instead, so that I wouldn't lose the accumulated massages I already had on the account. I can no longer lay on my stomach due to back surgery and still can't use the massages I have.
Without warning, my account reactivated and I have been charged for March and April. I called today to cancel and get a refund for March and April and was told that I couldn't get a refund. I have MANY massage credits on the account in addition to these 2 months of charges, several hundred dollars that they refuse to refund.
Best practices should allow consumers to be reimbursed for services they can't use. Buyer Beware!! Massage Envy will still steal your money if you can't have massages anymore!!!
I visited Massage Envy, the Falls location on 6/28/21, given a great sales pitch on how well trained their staff is and that they were all “Professional Massage Therapists, regularly trained.”
The first session I came to was promised to be a 2 hour session with full body stretching and a full body deep tissue “sport massage.”
What did I get? The Therapist showed up 25 minutes late, did a 7 minute stretch session and a crap 40 minute massage that made the girls on the beach rubbing suntan lotion on people look like a professional. I immediately complained to the front desk staff and was promised a full refund for the 2 hours and a replacement session with “one of their best therapists t a different location”
I agreed and scheduled the appointment. My second session, at a different location; the South Miami location on 9/9/21. I arrived 30 minutes early and fully explained my last experience at the other location. They told me they had heard many complaints about that "other" location, then assured me the “Professional Therapist” i would meet today was "one of their best". I was promised “this therapist was highly trained with strong hands”.
What did I get? An individual who had been working with your company for only a few weeks, and complained through the entire session how much her hands were hurting. Again, i immediately complained to the front desk staff and shared my extreme disappointment.
Again, same as the last location, many apologies, promised refund and replacement treatment. I asked to speak to a manager, the front desk individuals called and spoke with “head office”. They passed me the phone and said “this manager will help you”. I explained the full experiences from both locations and stated i no longer wanted the appointments and simply wanted my money back.
I wanted to find a different company that had fully and professionally trained therapists. I was told “All our therapists are professionals and highly trained”, my experience proved this statement was not accurate. I said again i wanted to cancel the membership and receive a refund for the wasted sessions. I was told by the “manager” on the phone my membership would be cancelled and my money refunded.
Both times I was promised a refund. This time now from a ‘manager” at “head office” promised a full refund and cancelling my membership. Simple and easy. A professional reaction to a very bad situation. What any good company would do.
What did I get? Nothing!!! Not only did i not get the promised refunds, these scammers took 3 more payments from my credit card. I contacted the company each time a payment was taken and given an apology and more promises of correction, refunds, & claims “We respect all our clients and I would love to be able to address the issue.”
Not only has this horrible company wasted endless amounts of my time in 2 different locations, via telephone and email, and failed to follow through on your promises, they have to this day continued to try to steal more money from my credit card, and they are even sly about that trying multiple times every day using different amounts each time.
I finally put a block on my credit card so they could not steal anymore, and to my delight, i finally received a call from them under the pretense they wished to help... the follow up call, from a “manager” Monica Trujillo [email protected], only goal was to get more money from me. She claimed she knew nothing about the reported issues, and went on to mock me, make fun of my company and threaten to sue and do damage to me and my reputation if i made any sort of comments on their “how did we do?” reviews.
My suggestion, avoid these scammers. terrible services, disrespectful and scams… This company is clearly only interested in how much money they can get from people, with no interest in the services provided, or promises made.
Gloria Wahrenbrock the principal owner of Massage Envy located at the following locations:
5901 Norwich Avenue No. Stillwater, MN 55082
1007 Pearson Dr. Hudson, WI 54016
History: 13 years ago, her daughter gets married. Gloria loses in court against her own daughter w/husband. Ever since then, Gloria has been filled with hatred so much Gloria has repeatedly called the police numerous times, attempted to break up her daughters marriage, try to bribe her own daughter to leave husband
and not allowed to visit Massage Envy locations or her 2 homes. Gloria threatens to call the police on daughters husband for any reason because of her own insecurity. Husband has clean record.
Where's the rip off? Simply not welcomed at a business and threatened that the police will be called on husband for no reason... That's not right. Gloria has continued to defame her own daughters husband and it has left him no choice but to write a report on Rip Off Report.com.
Gloria has a chance to file a rebuttal and has been informed that a report was going to be created. For the record, Gloria is not only a compulsive liar but a evil presence and a fake personality that is totaling misleading for others.
They sold me a package of massages that they said would never expire. After paying $1275 and only having one massage said I could not use them. Tried to cancel several times they continued to bang out credit card. They are a scam organization filled with liars and thieves. During Covid when they were closed and they continued to charge credit card. I have reported to Better Business Bureau and also am requesting credit card companies reverse charges. I have and will totally continue to write bad reviews with google, Yelp, Facebook, Instagram and Twitter. They are a criminal organization and if their horrible business practices don’t destroy their business maybe Covid will.
Massage Envy has the most anti-customer policies, they make in nearly impossible to use accumulated hours. After calling repeatedly to have an account frozen, they never did it. After I locked my credit card to prevent them from charging more, they threatened to send me to collections if I didn't pay them. They also informed me that any requests have to be made in writing and not over the phone. But why wouldn't they have told me this one of the times I called previously?
I have also tried to use my hours for my minor child (13-14 years old) and they tell me I can only transfer one hour to her every 6 months and that it will cost me $20 to transfer in addition to that. In order to freeze my account, another $20. Oh yeah, and they ludicrously charged me my monthly fee when the salon was closed during COVID! They said they sent an email saying "if you want to stop charges, let us know" but I never got any such email from them. And their default actions should have been to STOP ALL CHARGES, not force people to opt out!
I cannot figure out how to use my $845 in accumulated hours. They are not seeing the forest through the trees. If I could at least use my hours with and for my daughter so I could actually use them, then I would stay a customer. But no, they'd rather have horrific policies that ruin customer loyalty.
I just got off of the phone with an assistant manager at Massage Envy. I had to call them back 4 hours after the manager was supposed to call me. As expected, it was a complete waste of time explaining my situation. The assistant manager that I spoke with did not have any authority to resolve my issue.
A little background, I have been a customer for several years, due to a contract that I regret signing. I also pay for my wife and daughter to get monthly massages. I made an appointment the day before and I usually get a text message reminder an hour before my appointment. I never received a reminder, I was told that it was due to making an appointment within 24 hours, which I did not know until today. I lost my $65 dollars. They only thing that was offered to me was an upgrade to aroma therapy , it was insulting that they were taking my $65 dollars and offering me something that might cost them 25 cents.
Prior to this event, I had scheduled my preferred massage therapist over a two month period. Every appointment over the 2 month period was cancelled by Massage Envy. I was told that my therapist would not be in that day. I did not complain at all, I get that things happen. By the way, I have emails documenting everything that I am telling you. Given that I did not complain, I did not feel it was unreasonable to ask for consideration this time. Apparently, I was wrong. There is no grace or empathy toward the customer for something coming up. However, they can cancel for two months July, 2020 and August 2020 ( a total of 14 or 15 sessions) and I am to accept that. Lesson learned. I will be contacting the Massage Envy's corporate office and let them know how one of their franchisees is tarnishing their brand.
Here is what you need to know.
1. Massage Envy pushes everyone to sign a year contract for a massage for 65 dollars a month. It's at least 75 dollars for a massage if you are not under contract. They have to have a credit card on file. You are charged automatically every month. The contract is skewed completely in Massage Envy's favor.
2. It's hard to get a massage therapist that you like due to the amount of turnover. Although they charge 65 dollars for a massage, the therapist only receives 16 dollars. They really push tipping the therapist, because they are not paying them. I usually tip between 10 and 20 dollars for a 50 minute session. So a 50 minute massage really costs about 75 dollars.
3. As noted above, once they have your money, you will never see it again.
4. There are so many options in our area that you don't have to pay these outrageous prices. After I cancel my account, I will be going to a massage therapist at my chiropractor's office for 60 dollars and no contract, no issues, no hassles.
5. If you like the idea of going to a corporate organization because you feel that you can trust them and their brand, don't be fooled. Do not place misguided trust that a large corporate entity like Massage Envy will step up and take care of you. They won't. There is too much money involved.
I submitted their form to cancel the account in Dec of 2019. However they charged my account again in Jan of 2020. I filled out their cancellation form again and submitted it in Jan. I was not charged for the months of Feb, Mar, Apr, or May. On June 19th they charged my account again. We called them to find out why we were charged again they said the account had only been placed in a 3 month freeze and that to cancel we would have to submit another form.
We have already requested to have the account closed twice. We spoke to the office manager and attempted to speak to one of the owners but he refused to even respond. This company is now frauduently charging me for services not rendered on an account I have twice requested to have closed.
I'm writing this comment to let you know my displeasure as a member. When I join over 10 years ago, I thought this was the greatest thing on earth, the experience and the professionalism was comparable to more pricier spas. For the past couple of years, the comparison has taking a nose dive and I personally don’t see a need to keep your services anymore. I have had more than a dozen of incidents, today and Friday November 3, 2017 went into Massage at Potomac Yards in Alexandra VA for a 90-minute session. 30 minutes prior to my session a voice mail message was sent stating that my session was canceled. I was unaware of this for I was in meetings most of the day and when I arrived there from a 35-minute drive I was told to make another appointment. This was unacceptable, but it was not the first time this has happening. additionally, Therapist have been providing horrible service for giving 40 to 45 minutes massage taking ten minutes to start and leaving 5 to 10 minutes early. This has been happening over the past several years and I have logged complaints to these facts. As I submitted my termination letter and explained to the retention manager that this does not work for me anymore and I’m done she agreed and gave a 60 day timeline to use the remainder of my credits. Three weeks later I’m being charged again after I was told all account activity would cease.
DO NOT BUY A MASSAGE ENVY GIFT CARD FOR THE HOLIDAYS OR ANY OTHER TIME!! I just did everyone a favor.
I'd like to start out saying that I am a super patient person that rarely causes issue with the service industry. I am usually very easy -going but this needs to be told. Last year my wife surprised me with a $200 Massage Envy Gift Card. We thought it was an amazing gift, but it has been nothing but a nightmare dealing with this company at several different locations. She bought the Gift Card in Ohio. We moved to SoCal in May of this year. I had yet to use the gift card, so we thought it would be romantic and a nice stress release to book a couples massage for our honeymoon in Temecula, CA. After the massage we tried to use the gift card and they said there was no balance on the card. Mind you, we NEVER used the card yet and we still had a year left to use it. After an already stressful time getting everything handled for the wedding and with money being super tight they made us pay out of pocket for the services that my wife had already paid for last Christmas. So we basically paid $300 for 2 1 hour massages.
After much back and forth we finally got a refund on our card and they took the charge from my account with Massage Envy. I was on the phone multiple times and what was supposed to be a relaxing event after our wedding turned into a colossal headache. I also tried calling and writing the corporate office several times and they were zero help with minimal response and ZERO care to my concerns.
There was still one massage left on the card/account and I was VERY hesitant to book it because of all the run-around and huge issues we had last time. But hesitantly I went ahead and booked a massage for my wife under the account because she works very HARD for the money she spent on that Gift Card. So today she had a massage booked. Her grandmother unfortunately passed away this morning so I called to re-book the appointment. I told the lady on the phone what happened and why we had to cancel and re-book. This bi*ch on the phone said that because it was the same day that they were going to still have to charge me for appointment. No understanding for the situation, no Segway into it, just simply, "well since you are cancelling same day, we have to charge you." This company is horrible. I have never had such issues with any company across the board on all levels before.
Do yourself a favor and pass on this company. I wish we had.
First of all women of color don't work or even ask for a job there. They insult your intelligence, train you and then you have to beg for your pay. Furthermore why would you work for a place that won't schedule you after you are trained? Then only to beg for a schedule. After you go in for your schedule they insult you by asking you, Why do you wanna work at this place? To tell you the truth you really don't have a reason for the way they treat you and the many sexual allegations that have been brought against them the past few months at various Massage Envy locations, and now they don't even wanna treat their employees right . So my advice to everyone don't envy Massage Envy in Tustin wish them to close down.
Management at this particular store went out of her way to make it difficult for me to cancel my membership after the required year as a member was completed and paid in full. Employees at the store said Massage Envy works with people who move out of the area, but this manager would not. My year membership was completed in July. I was told I could cancel at any time without issue. Tried to cancel over the phone, was told I had to personally go in to the store where I had started the membership in order to cancel. I told them I had moved and going to that store was not easy any more. I finally made it in to the store on Sept 13 and they said my membership needed to be reactivated again in order to cancel my membership and that they needed a credit card from me to do that. They said that even though my year membership was over in July, I still owed for August and September because I didnt give them in person written notice of cancellation within 10 days of when payment would be due. Memberships revert to month to month obligation if they don't receive in person written notice of cancellation within the required 10 day period. So I sign their cancellation paperwork and back dated it Sept 1 so that at least I wouldn't get charged for September. The manager said she wouldn't honor the Sept 1 cancellation and that she was going to charge my credit card on Sept 19th for one more month. She said if I dispute or block Massage Envy from charging my card this month it would go to collections. This company is just a bully. I am in the process of posting this compliant on every web site and Better Business Bureau I can so that people know about this. I am slo going to let Chase Visa hash it out with them.
I paid in full for a one (1) year plan at $59 per month (total of $703) for montly massages at the Queen Creek, AZ Massage Envy. Due to life circumstances I was unable to use the massages but paid the plan in full thinking they would remain on my account since they were paid for.
On 2/23/17 I called in to schedule a massage and was told my account had expired on 8/2016 and I had no massages I was entitled to. When I explained I wasn't able to use the massages during that year and thought they would remain on my account I was told I would have to renew my account and pay $65 per month to receive the 5 massages I was entitled to under my old contract (the pricing had increased from $59 per month to $65 per month) and this was their policy and there was nothing that could be done.
This is a complete rip off, as I paid $703 for massages and did not receive the services paid for. It did not cost them any money to HOLD the massages on my account as they had been paid in full for my contract.
I signed up for a membership at massage envy because I wanted to try it and if you aren't a "member" the rates are nearly double. I had a therapist that did a good job and I went twice a month. I had to cancel one month due to an unforseen circumstance; massage envy charges $60 for cancellation with less than 24 hour notice. Securing appointments with the therapist I liked became increasingly difficult.
On a scheduled appointment day, they called me a couple of hours prior to my appointment to cancel because something came up with the therapist. I inquired if I would then get a $60 credit since when I cancelled they charged me $60 and now they were doing the same. The answer was no, even after speaking to the manager.
I couldn't get appointments anymore with my therapist, because she was good, and her availablity steadily decreased. I tried two other therapists, but the quality was poor and I was highly unsatisfied. I elected to "pause" my membership.
The pause time has ended and I want to cancel my membership but was told in person and on the phone that I cannot do so, despite the poor treatment and quality of service I received at the establishment.
I do not ever wish to patronize any massage envy and would advise to anyone who asked me to do the same. I just want to end this.
Unable to cancel membership after numerous attempts. When calling the facility I normally go to, I am told I cannot request to talk to the manager for that is not their policy. I have been told that the manager will return my call with details to cancel. The manager will not return my calls although I have provided both my work phone and home phone numbers and the times to reach me at each number. Also I was told it would take 24 a 48 hours, but the time they have had to reach me has well exceeded the 48 hours window.
Another charge to my credit card was just processed this morning for membership charges, although I've been attempting to cancel since last week. I cannot express to anyone how disgusted I am with the management at this particular facility.
My last resort, which it looks like I will need to do, is to contact my credit card company and disputeto the most recent charges to this facility.
Massage Envy in Williamsburg, Va.
Membership: Not Worth The Money!!!
-NOT Possible to Cancel Membership (except to be permanently disabled in some way or move 25 miles away from any ME Location)
-Forge Membership documents if they get your credit card info
-Lose paid for services if not used by last day of membership
-NOT allowed to give your prepaid services to who you want. (not within 6 months)
-WON’T work on Chemo Patients
-But wait! There’s more…
My experience with Massage Envy started with someone giving me a gift certificate. I had never had a massage before and hadn’t been in a rush to get one so I put off using it for months. I finally used it because due to my job I was in some serious back pain that affected my ability to work. Thinking a massage would ease the pain and tension in my back muscles I went there to use the gift certificate. Someone from the reception desk talked to me about why I was there and what I wanted worked on. Due to my pain I felt pretty desperate for relief and she preyed upon that to sell their membership to me. It started then and after to massage when I was a bit more relaxed (although the pain hadn’t left entirely) and feeling sleepy they continued their sales pitch. Not usually one to be sold on expensive and luxurious things like this I feel I was gullible in my weakened state. I foolhardily handed over my credit card and signed a 1 year contract. One of the dumbest things I’ve ever done.
I went again and at some point I felt it wasn’t for me. At around the same time my credit card (tied directly to my bank account) that had been used to sign up with got replaced. Since I didn’t want the membership anymore I didn’t notify Massage Envy of the updated information. In my experience when you can’t be charged for a product or service they cancel your “order”. (I had a similar experience with a type of membership that charged my account monthly. When my card was compromised and I received a new one I forgot to update the info with this company. Due to this oversight they canceled the product/service I had been paying for due to non payment.) Apparently this is not the policy of Massage Envy. They have people who pursue this type of issue. I did receive messages that they were unable to process payment. Since I wasn’t using the service anymore I did not want to pay for it anymore. I didn’t feel the membership price was that much of a discount to make it worth the $59.99 being charged to me every month. Even though I wasn’t coming in and getting massages they felt they deserved to be paid anyways.
So a few months down the road and they somehow worked hard enough at the issue to suddenly force a charge through of over $356 to my bank account. Understandably upset I contacted Massage Envy in Williamsburg and told them I hadn’t used their services so I didn’t need to pay for their services. They disagreed. I made an appointment with the manager at the time, I believe her name was Chanda or something. When I arrived at the location I witnessed the manager herself selling a membership to a woman. This woman clearly asked “If I ever want to cancel my membership what would I have to do?” The manager said to her, “Oh, just write us a letter and we’ll take care of that for you.” When she was done with that customer she ushered me into her office. I spoke to her about my concerns and why I didn’t feel it was justified that they had charged my account and had worked to hard to force that payment through. She acted all understanding but it was all just an act.
Because when I asked if I could just go ahead and cancel my membership right then and there she said that wasn’t possible. That there was nothing she could do for me. I could not cancel and I would continue to be charged monthly. (So she lied to the customer she had seen just before saying that a simple letter could cancel such an ironclad contract and she had no real power to help anyone.) So since I was really disenchanted with the whole company and massage concept all together at this point I asked her to make sure that this membership wouldn’t auto-renew. She said she’d make sure. I also asked if I could at least let my family members used my accrued services. She said yes. But that I would have to pay extra money in order to do that. Making the massage cost $69.99. I have to say I really don’t understand this policy. Moving on, I went ahead and scheduled an appointment for myself because I was out of options it seemed. I also scheduled one of my services for one of my family members, paying the extra money to do so and double-checking with the employee that my family member wouldn’t owe any money when she came in and they assured me she would not.
On the day of my family member’s appointment I received a text from her while I was at work. She said the massage was good but that they made her pay for it. I was so upset I called her immediately to find out what was going on. She said that she had to pay for it and she tipped $10. She isn’t one to question things so she just paid it. Her bills being tight I agreed to call and handle the situation with Massage Envy since it was my membership that was supposed to have paid for her massage. Upon calling Massage Envy the woman on the line said that yes they charged her and not only that, she signed up for the membership. I told her that was all incorrect. The massage was prepaid AND she would NEVER have signed up for the membership considering what I had already been through. I hung up and contacted my sister to verify that she didn’t sign any paperwork and she had not, she had expressly told them that she could not afford and did not want a membership. I got in contact yet again with the Manager and demanded she not let that forged paperwork go through. She said that she would make sure it was taken care of and the employee would be dealt with.
After this I still made another appointment for myself and for a different family member (paying for the transfer fee) since I still had unused services that I paid for and was continuing to pay for. I told this family member not to bring a credit card inside with her because now I am convinced the company is just a bunch of money hungry thieves with no concern for its clients at all. At least management, front-end staff and the owners. I personally have nothing bad to say about the massage therapists. I feel bad that they have chosen such a horrible place to share their talents with.
Months later I am at my last 2 services and I decide to book for myself and a family member. I had already given a service to this family member. I didn’t think that a big deal. Apparently Massage Envy does if it hasn’t been more then 6 months since the last time. So my family member offered her appointment to a different family member and I changed the appointment. This person had recently been diagnosed with cancer, was undergoing chemotherapy and really needed some relaxation. This person informed me that she could have a massage but that the massage therapist just needed to be informed. So I called Massage Envy and explained this. I was informed that they will NOT work on people under going chemo. That is their personal policy but according to my family member’s research she is allowed to be massaged. At this point I didn’t feel that anything to do with Massage Envy was going to relax me in anyway after this. To add insult to injury my last 2 appointments were scheduled together on the last day I was able use them before my cancellation date of my membership. Your accrued services that you pay for can NOT be used after this date. So if you do not use them by then your lose your money. I called Massage Envy back and told them they could cancel the appointments because I have had nothing but trouble with them and I didn’t like them turning away someone with cancer.
That a person undergoing chemo could in fact have a massage. The girl on the phone seemed genuinely surprised by that. I’m not surprised that she didn’t know. She isn’t a massage therapist yet she is handling appointments and such for them. I doubt she knew anything about massages outside of what the company’s own personal policies was. I acknowledge to her that I understand that I will lose those two services because of the end date of my membership. She says “We never want you to lose services.” But doesn’t offer to extend them past the end date. Or offer any other solutions to make the client (me in this case) happy. Very bad customer service I feel in this case. I don’t see why the services I already paid for couldn’t be used later in the month. But I knew they wouldn’t have offered anything. I knew I would lose when I called. I just thought I’d make them aware. I told her not to take any of it personally. Because she was just an employee holding up the policies of the company she works for. Hopefully she has found a new job with a new company. One that has policies worth upholding.
I work in the beauty/service industry. I work at a locally owned business that holds itself to some of the highest standards in the industry. I hold myself to even higher standards. When my clients mention to me wanting to find a place to have a massage, or to gift a massage, or even mention Massage Envy directly. I tell them my story. My clients know and trust me. I’ve no reason to lie or swindle them. I care for them and do not want them to suffer through the same awful situation I dealt with at the hands of that company. I believe the clients and others who I have told will not be using the services at Massage Envy. Or at the least, they will pay only in cash to avoid the falsification of membership contracts like my family went through. Word of mouth is strong in a town like Williamsburg, Va. I am making this story heard. A new company has opened in town that provides massages. I offer them as an alternative to people just to avoid them going to Massage Envy. If you have read this, please, do not give your credit card to Massage Envy. I even ask that you please consider other options for your massage needs entirely. Just avoid the hassle and waste of money at the totally not relaxing place that is Massage Envy.
I have been a customer of Massage Envy since January 2013 and satisfied with their masseuse although I felt their front office sales tactics are aggressive. My second and last contract with them was from April 5, 2014 to May 5, 2015 and I decided to continue as a client on a month-to-month WITHOUT a signed contract.
When I went in for a massage in mid-October 2015, I informed the front office that I would no longer be using their service and not to bill me for November 2015. The front office said I needed to fill out a “membership cancellation request form” which I did and that’s when they try to sell me on a new 12-month contract. I told them no and that after my month-to-month expires before the next billing cycle of November 6, 2015, I will no longer be a customer.
On November 6, 2015, Massage Envy charged my debit card without authorization and after I had cancelled my month-to-month.
This also resulted in an overdraft and my bank charged me a fee of $35. I went to Massage Envy asking them to stop billing me and to refund the $35 overdraft fee that they were responsible for. The front desk then told me that they don’t have a cancellation request from me and that I must have asked for a “membership freeze form” which meant I didn’t cancel. I told them I know the difference and I wanted to see my file. Conveniently my file was empty.
I am filing this complaint because “a collection agency” keeps calling me claiming I owe Massage Envy. I do not and I want Massage Envy to stop calling me and they still owe me $35 for causing my account to be overdraft.
I am attaching a copy of my 12-month contract with Massage Envy and it clearly shows my membership expired on May 5, 2015.
Massage Envy Franchising, LLC and it's Irvine Northpark Plaza franchisee practice aggressive, deceptive and unethical sales and retention practices. After binding myself to a year contract with Massage Envy on 8/21/2014, I found that I was directly lied to by the sales agent during contract negotiations. Specifically I was told that (a) I would have the ability to transfer unlimited unused massages from my account to a guest with a surcharge but no other limitations, (b) any massages accrued over the course of my contract could be used post-cancellation of my contract and would not expire, and (c) after my year contract was up, that I would be transitioned to a month-to-month billing cycle which could be cancelled easily at any time.
I eventually found out that each of these three verbal promises were untrue. To date I have only used four of my 14 accrued massages due to high anxiety caused by dealings with Massage Envy sales and retention staff. I am two months past my contract end date and am unable to even cancel my account without paying for an additional month due to me signing into Massage Envy's unethical contract on the basis of fraudulent claims by the sales and front desk staff at the Irvine Northpark Plaza franchisee location.
I went into Massage Envy, Irvine Northpark Plaza franchise on 8/21/2014 looking to try out their massages with the intention of signing up for their services on that date. I am not the type to fall for sales pitches and will usually put up a wall when I hear them coming on. There sales pitch was extremely aggressive, I nearly walked out but ended up signing up because I had pre-planned to and wanted to start getting regular massages with my girlfriend. I was told by the sales agent that as a member I could: at any time transfer my unused passes to a guest, who could use them as often as they like, with a small surcharge. any massages I accrue over the year will not expire and I can use them post-cancellation until all are fulfilled. cancel after completion of my year contract.
My first and second massages went fine (aside from upsell pressure from the sales staff) but I brought my girlfriend along to my third massage on a guest pass using one of my unused accrued massages. I had moved from Irvine to LA so this was at the Manhattan Beach location. Nothing about this guest pass was guest-like, instead she got a very aggressive sales pitch. The saleswoman told my girlfriend that she needs a lot of massage work (due to non-existant issues) and that she also needs to sign up for a year contract. I told the saleswoman that I only go once every couple months and that she will be using the other half of my massages and therefore does not need to sign up. The saleswoman informs me that a guest can only use one of my passes every 6 months. This was the last time I cared to deal with Massage Envy and have not returned.
I had my credit card information change in June 2015 and I had to call the Irvine Northpark Plaza location to setup a different credit card to fulfill the remainder of my payments. I confirmed I could cancel my account over the phone at anytime after my contract had ended (8/21/2015). He urged me to wait until 9/20/2015 (one day before my contract would renew) so that my accrued massages would be good for the longest period of time. Since I was still under the assumption that my accrued massages would not be expire, this came as a surprise. He told me that the accrued massages are only good for 1 month post-cancellation of my account. I missed the first cancellation because I was out of town. On 10/17/2015 I called Massage Envy Northpark Plaza location to cancel. The woman taking the call first told me that I would be able to cancel after my next bill (10/21/2015) to which I informed her that my account went month-to-month on 8/21/2015 and that I am eligible to cancel now. She responded by telling me that I need to sign some form and send it back to them. On receiving this form, its quite clear how awful Massage Envy's business practices really are. The form is covered in legal statements that are clearly trying to prolong the cancellation process, even post-expiration of the contract. Specifically it says that the cancellation requires a 30-day written notice and that the cancellation requiest must be reviewed and approved by a clinic manager, and that the clinic must first discuss cancellation options and procedures with me. This is another clear purposeful verbal contradiction from their sales team.
I've never had 1 massage at the Buford Georgia location- or any location after being sold a membership - They refused to give me a massage. But didn't tell me this until the therapist read on my report I was on oain meds! I was without clothes while they humiliated me! Told me because of the meds I was on they had to refuse service. Once I reported this- they still refused to perform services. Then would not let me cancel my service! After all id went there because I was suffering in pain!
The owner and the manager treated me horribly, belittled me! Refused to refund my money or cancel my service! I tried countless times to cancel various ways- I was also traveling at the same time in third world countries, no massage envy there either. I also took in a letter saying I was moving, had my doctor call, and called countless times after moving. They would not stop charging me- My experience with them was horrific! They were rude to me, and treated me horribly in my opinion! Buyer beware it was virtually impossible to get out if the contract, they are still charging me 59.00 a month and won't stop!
When I first went to Massage Envy it was on my birthday in 2011. They forgot I was there and I had an appointment, that should have been a sign. I had my massage and of course I got it free. I was talked into signing a contract, every month other month my massage theraphist cancelled on me giving me free services. At the end of my contract, I told them I would not renew and at the time I was owed 3 services. My credit card had to be renewed, at the time I did not give them my new info because they owed me and I was not happy with the services. I talked to the manager serveral times, I wrote to the home office. Massage Envy called me serveral times to bully me into renewing my contract, I went to the location a spoke to someone in person cancelling my contract and each time I explained the situation to them. They seem to leave me alone. I was notified of in 2015 that I was in collections for the cost of a new contract when I didn't sign a new contract.
I bought and paid for a 6 month membership, paid for it and assage Envy continued to charge my credit card $60/month because I didn't cancel in writing.
I spoke to regional mgr who informed me that this was in the contract I signed. Which , even if it was ---and my bad for not reading the small print-- I was not aware of it and manager informed me that Massage Envy NEVER gives refunds.