Massage Envy Customer Service Issues

I currently have a 3-month membership that I am unable to access for booking appointments. Despite contacting my location twice by phone and twice in person, the issue remains unresolved. My correct information is on file; however, due to low staffing, I have been struggling to secure appointments. As a Christmas gift from my daughter, I received weekly massages for 3 months, but have been unable to book most of them due to limited availability. In an attempt to utilize the remaining sessions, I have gift cards from her but fear I may not be able to schedule them all within the initial membership timeframe. Would you consider extending my membership by one month to accommodate the unused visits?

Good Morning, I received a 60-minute massage on February 23, [redacted], and requested a breakdown of my expenses for tax purposes. Despite assurances, the report was not ready upon my return. The delay was blamed on technical difficulties and lack of knowledge in generating the report. I have consistently received this information for the past five years. Additionally, during check-in, my loyalty points are sometimes taken even when I intend to pay with a credit card. These issues occurred at Massage Envy Sandhills in Columbia, SC. Thank you, R.C. [redacted] Quiet Pond Way Blythewood, SC [redacted]

I signed a contract in MD while on vacation in [redacted]. Despite living in PA and planning to use the MD location just once, the office assured me that transferring the contract would be easy. After informing the Exton, PA location of my intention to cancel in Jan [redacted], I have been caught in a cycle between the PA and MD offices. They have repeatedly assured me that my contract was cancelled, yet my credit card continues to be charged $65 per month for 15 months since my initial notification. I am seeking an immediate reimbursement of $[redacted]. You can reach me at: Susan W. Carey [redacted] [redacted] I look forward to your prompt response.

As a senior with neck issues, I joined Massage Envy but couldn't use it due to illness and two recent family deaths. I need to cancel my membership as I can't afford the $60 monthly charge. I reside in New York and am a high-risk senior who doesn't leave my house. Unfortunately, my local store is closed and I can't reach the national contacts for assistance. Thank you for providing this platform for help. 🌱🌿

I reside in Bend, Oregon, where sadly, Massage Envy unexpectedly permanently closed its doors in early March. There are no other Massage Envy locations in Oregon from what I am aware of. Before this closure, it was always a challenge to secure an appointment with them for various reasons, which was quite frustrating. Despite being charged monthly for over 2 years, I have faced financial difficulties due to sudden serious health issues, including kidney cancer early in our association. Despite my health challenges, I tried to gift the 24 accumulated massages to my adult children, but after being given conflicting information and facing added fees, I find myself in a confusing and distressing situation. I am a senior on SSI Disability with a limited budget, and after the closure of the Bend office and lack of response from Corporate, I am left feeling uncertain, especially now that the billing has resumed this month following a pause that I initially attributed to the closure but now realize might have been due to the Covid-19 pandemic.

I reside in Bend, Oregon, where Massage Envy abruptly closed its doors in early March without any prior notice. Unfortunately, there are no other Massage Envy locations in Oregon that I am aware of. Before the closure, it was already challenging to secure an appointment with them due to various reasons, which was quite frustrating for me. I have been a member for over two years and have been facing serious health issues, particularly with kidney cancer. This has made it difficult for me to utilize the massages I have accumulated over time. I have requested multiple times to gift these 24 massages to my adult children, but I have been given conflicting information by Massage Envy. They are now asking for an additional fee to transfer these massages, which I cannot afford given my current financial situation. I joined the Massage Envy location in North Carolina initially, where I was provided with incorrect information about my membership being transferable to Bend, Oregon. I am a senior citizen on SSI Disability with a limited budget, and I urgently need corporate intervention to help resolve these issues. Despite sending emails, I have not received any responses from Corporate. I was initially not billed after the closure of the Bend office, but now I see charges again, possibly due to the Covid-19 situation. I am requesting Massage Envy to either permit me to gift the accumulated massages to my children or refund all the money they have charged me.

I recently signed up for a monthly membership at Massage Envy in Columbia, MD. I encountered issues with booking appointments due to incorrect information in their system. Despite reaching out about my busy schedule as a nurse, the promised resolution was not fulfilled. Visiting the Ellicott City, MD location in December [redacted], I was assured that a plan would be made to catch up on my massages, but this was not honored. Attempts to give away massages as gifts were refused. Despite assurances, my account was not canceled, leading to ongoing charges. After receiving a threatening voicemail in March and now living in Illinois, I called today to request cancellation, but was informed it could take up to 20 days. I have accumulated 14 massages and need confirmation that my membership will be canceled, time extended due to Covid disruptions, and clarity on gifting massages.

I am a member at your Gig Harbor, Washington location. On July 9th, I requested a hard freeze on my membership due to the COVID-19 situation and not being able to schedule with my massage therapist, James. Despite being assured I would receive a call regarding the freeze, I never heard back. My payment was still deducted on the 19th. I have repeatedly tried calling and leaving messages with no reply. I am frustrated and considering cancelling my membership if I cannot resolve this. I would like a refund for the 4 payments and am willing to forego my monthly massages. I recognize the challenges faced by businesses during this time, but I expect better communication. Thank you for addressing this.

I have been attempting to update my name at a store in Port Charlotte, FL for two years with no success. Despite providing my driver's license and social security card, the store has not made the correction. This has caused me inconvenience in managing my membership and scheduling massages. My original name was Tina DeRadder, but after my divorce, it changed to Tina Valcaniant, along with my email address. I am frustrated with the store's lack of cooperation and communication. My new email is [redacted], and my contact number is [redacted]. I prefer online scheduling due to previous phone scheduling issues. I kindly request assistance in resetting my account to access my sessions. Thank you, Tina Valcaniant.

On October 20, [redacted], I spoke with Alexis, Manager at Massage Envy Northlake in Charlotte, NC, about canceling my $55.00 monthly membership and receiving a refund for my fourteen (14) unused sessions due to concerns over Covid-19 as a 62-year-old, [redacted]% Service Connected Disabled army veteran with health conditions like Lupus SLE and Amyloidosis that put me at higher risk. The current policy of expiring unused massages after 60 days post-cancellation does not account for the ongoing effects of the pandemic on vulnerable individuals. Despite previously suspending my account due to health reasons, the inability to use the services makes it impossible to utilize my accrued sessions, prompting my request for a refund. I hope for your understanding and swift resolution to this matter before terminating my account.

I attempted to transfer my Massage Envy account from Sherman Oaks to Mira Mesa; however, I encountered issues with the process. Despite filling out the transfer forms and providing the necessary information, the new location informed me that corporate approval was pending. Initially, they indicated they would honor my prepaid credits for a scheduled 90-minute massage, but later informed me that corporate policy did not allow in-state transfers. Despite being a loyal customer for over 5 years, I was told I would not be able to use my credits and had to pay for the service. This conflicting information caused frustration, and I will no longer support Massage Envy due to their poor customer service and disregard for loyal customers. Email me at [redacted] for further discussion.

During the COVID-19 pandemic, I collected multiple massage sessions as a senior that I couldn't use. When I reached out to ME, I faced a short wait time. The details of the membership contract were not clearly explained during the sales process. I encountered cancellations of scheduled massages, last-minute rescheduling of gifted massages, restrictions on transfers even within different months, and interruptions during massages without any compensation, like fire alarms and other disturbances. The transfers I gifted have also been negative experiences for the recipients, which isn't beneficial for the business. Unfortunately, I'm unable to even give away these sessions. Currently, I can't book appointments due to the limited availability at my local ME location. Navigating through your complex rules to utilize my sessions has been challenging, especially as I continue to pay for and accrue more. It would be beneficial for both your company and members if you consider easing some of these strict policies. Unfortunately, due to this mistreatment, I can no longer relax and enjoy a massage.

I have had a Massage Envy account for about a year now at around $75.00 a month. Unfortunately, I have not received a single massage from that membership due to numerous scheduling issues. I have made several appointments only to be told about long waiting times for availability or have them canceled by the massage therapist or the system. Additionally, I had appointments canceled due to alleged payment failures, even though I have around 12 massages owed to my account. This situation is frustrating as it not only fails to fulfill their membership obligations but also exacerbates my hypertension, causing my blood pressure to rise whenever I think about their services.

I've been diligently paying my monthly membership fee, but I've had no luck booking any sessions. Despite completing all 12 payments as instructed, I'm unable to schedule any appointments within the promised 90 days period should I choose to cancel my membership. This situation reflects poorly on the customer service provided. It seems unfair that I am essentially being penalized for staffing issues at Massage Envy. When I requested a refund for the accumulated sessions, I was informed by the Assistant Manager of the Concord, NC location that Massage Envy has a strict no-refund policy. This business practice seems unjust and unsatisfactory. I am disappointed with the lack of flexibility and empathy towards customers in this matter. I strongly urge the corporation to address this issue promptly and provide a refund for the unused sessions.

I have been a member at Massage Envy Clinic [redacted] since 04/28/[redacted]. My recent experience has been frustrating and disappointing. After receiving cancellations for my scheduled appointments and being informed that my therapist was no longer available, I made several requests for a full refund of the remaining balance on my account following my cancellation request. Despite multiple follow-ups and emails explaining my situation, I have not received a refund. When I contacted the clinic for assistance, I was unable to speak to the manager and did not receive any corporate contact information to escalate the issue. I simply want my money back for the services that I did not receive. Your help in resolving this matter would be greatly appreciated.

I bought a $[redacted] e-gift card from Massage Envy on October 15th, expecting a confirmation email promptly. When it didn't arrive, I reached out as instructed. Despite a promise of a response within three to five days, I remained unheard. Visiting a store for assistance proved unhelpful as they directed me back to the corporate office. Despite numerous attempts to contact them via email and phone, including leaving messages, I have not received any resolution as of October 30th.

This morning, I had an appointment at Massage Envy for a 90-minute massage. I live 20 minutes away, so when I left, it was 10:11, making me one minute late. I called to let them know, but Katie said I didn't have an appointment and tried to reschedule. After six minutes, she found my appointment, but it was too late as I was upset and turned back home. When I asked to speak to a manager, Megan accused me of lying and said I would be held accountable for their mistake. I was very upset and felt unheard, especially after being a loyal client for five years. I just wanted to reschedule to get my full appointment time. The way I was treated was wrong and disappointing. This experience made me feel small and overlooked. I hope the staff's behavior will be addressed, as I was unjustly affected by their errors. Your help in resolving this matter would be greatly appreciated.

I had booked appointments for myself and my disabled, blind fiancé. I informed the staff at the front desk that I couldn't have my massage as planned due to not having anyone to watch my daughters. After my fiancé's appointment, I mentioned again that I couldn't proceed with mine. Later, I received a text about a no-show fee. When I called to inquire, they told me I would be charged $32. Despite explaining my situation, they insisted on the charge. Upon returning to try and still have my massage, I was told they couldn't accommodate it and would charge me $65 for a brief session. I felt unfairly treated given that they were aware of my circumstances and I was physically present at the spa with my family.

I have been a member of ME for over a decade and remained loyal during the 8-month pandemic closure. Due to the pandemic and my husband's age (84), we are unable to continue our memberships. I have 6 credits, while my husband has 8. We would like a refund for the 12 credits or the option to transfer them to our children and grandchildren. I am frustrated by the restrictions on transferring credits and the short validity period after cancellation, which was not made clear to me during sign-up. Additionally, due to my husband's health, we have not visited ME since September, and I am now having trouble getting an appointment at my local ME. I have requested to only be matched with therapists who are fully vaccinated, but I was informed that this information is private and cannot be guaranteed. I would appreciate assistance with these matters.

I am a 74-year-old dealing with a debilitating nerve disease. I cancelled my subscription on Oct 15th, yet was mistakenly charged $79.99 on Oct 20th. I spoke with Katie, the manager in Garwood, who assured me she would refund my credit card. Despite numerous calls, I was always told Katie was unavailable, out of the building, or working on processing the credit. I am disheartened by the lack of respect shown to me. Given the sudden onset of my illness, I believe I am entitled to the refund as I completed all the necessary cancellation paperwork. - Robert G. M.