Massage Envy Customer Service Issues

I have been a long-time member of this establishment, but a recent experience with the assistant manager, Nicole, at the Middletown Kentucky location left me feeling upset and disrespected. She contacted me to inquire about missed massage sessions, taking a condescending tone despite my explanations that many were due to hospitalization. Nicole then informed me she would be reassigning me to a different massage therapist due to these missed visits, disrupting a long-standing relationship. I reiterated that my health issues had necessitated rescheduling. What frustrated me most was that Nicole had previously assisted me in placing my membership on hold during a health decline, yet now seemed unaware of my history when making this decision. Her manner was extremely belittling and dismissive, causing me to contemplate cancelling my membership. The lack of understanding and compassion shown in this situation was deeply disappointing.

After relocating two hours away from my Massage Envy, I encountered an issue with transferring my membership to a closer location. Despite a location being within 30 minutes of my new home, I received an email stating that corporate policy prohibits the transfer due to both locations being in the same state. This is concerning as my original branch has increased their rates and I have accrued approximately 18 hours of services. I am seeking either gift certificates, an unlimited timeframe to use my accumulated hours, or a full refund from my original branch for their refusal to transfer my membership. On the other hand, the new location suggested providing gift certificates for friends and family upon the transfer of my account. If I opt to cancel my membership, I am restricted to utilizing my 18 hours within a mere 60-day window, which is unfeasible for me.

I had called Massage Envy to book an appointment at the Still Way location. The lady there took my number, promised to call back, and she did. I scheduled the appointment for today, April 14th, at 1pm after taking a day off due to back issues. Upon arrival, I was shocked to learn from two front desk staff that my appointment had been canceled because the masseuse called in sick. The young lady who informed me seemed unapologetic, even smiling. I received no prior notification and both staff members were quite impolite. They claimed to have left me a voicemail on a different number, which I disputed as I only have one active number. The situation caused me frustration as I'm currently in pain and needed the massage appointment.

Approximately a year and a half ago, I received a package of massages as a gift. When I visited Massage Envy at Buckhead Crossing in Atlanta, Georgia, the manager persuaded me to join their membership program, promising it would enhance my massage experience. After signing up, I discovered monthly charges on my account, leaving me feeling misled. I promptly called to cancel the membership. Now, a year later, due to a busy schedule, I have been unable to use the remaining massages. Upon inquiring, I was informed that the massages were forfeited when I canceled the membership, which feels unfair. I believe I should still have 2 or 3 massages remaining from the initial gifted package. How can I have these massages reinstated to my account? Thank you, S.V.

Date: June 1, [redacted] To Whom It May Concern, This is to inform you of an ongoing issue I have with my membership at Massage Envy in Cherry Creek. I entered into a contract back in June [redacted], agreeing to pay $49.00 per month until cancellation. However, my credit card has been charged $60.00 since [redacted], and it increased to $65 in March [redacted], which goes against the terms of my original contract. I have provided a copy of the contract to Sophie, the assistant manager, and spoken to Dylan, the manager, about this matter. Dylan promised to look into the original contract from [redacted] and get back to me. In an email dated May 30, [redacted], Dylan highlighted a section of the contract that supposedly allows for these increased charges. However, upon reviewing the document, it is clear that the highlighted section does not permit such increases. The original contract states that I should be billed $49.00 unless I cancel. I kindly request that my monthly charges be adjusted to adhere to the terms of the initial agreement. Regards, SM

I recently booked a facial in Holmdel, NJ. Their website detailed the services provided. Despite being a first-time customer, I did not receive the treatment as expected. I paid using gift cards and mentioned my upcoming wedding. The staff pressured me to commit to future sessions due to potential price increases. I repeatedly expressed my need to consult with my partner but felt forced into a decision. The facial did not meet their advertised standards, and I am dissatisfied with the service. I have been trying to contact them since Saturday without success and did not receive a receipt. I urgently need to address this issue and have my credit card information removed from their records. The sales approach was overly pushy, leaving me reluctant to return. I ask for prompt assistance to resolve this matter. Thank you.

I have encountered multiple issues with the Massage Envy service. The location I frequent never seems to have any available appointments; I have struggled to schedule for months. Recently, my appointment was canceled because the provider had quit. Despite requesting a deep tissue massage, the replacement therapist did not perform it adequately. When I expressed my dissatisfaction, the receptionist did not address it, so I rescheduled. The next available appointment was 2 months away, but during a follow-up call, another receptionist, claiming to be the manager, informed me that I had booked a 60-minute session instead of the 90 minutes I paid for. After some effort, she could only secure a suitable appointment six weeks later. This repeated inconvenience has left me extremely dissatisfied. The manager mentioned a high turnover at the location due to personal and policy-related issues. I feel let down as a paying client and would appreciate compensation for the time and money lost. The lack of a customer service phone number further adds to my frustration and gives the impression that customer care is lacking. I urge prompt attention to rectify these concerns.

Subject: Disappointing Experience at Massage Envy Hello, I wanted to share the unfortunate experience I had at a Massage Envy location yesterday. I have been a member for several years and have always been satisfied with the services until now. Typically visiting the Orland Park branch, I opted for the Tinley Park location due to availability. Despite having been there a few times previously, my 2:00 pm appointment yesterday was disappointing. The massage commenced 15 minutes late, and unfortunately, it did not provide any pain relief or relaxation; in fact, it left me in more discomfort. The therapist employed techniques unfamiliar to me, causing significant pain by pulling harshly at my limbs and jabbing at random spots on my body. The aftermath has left me feeling worse than before the session. I wanted to share my feedback to ensure others do not encounter similar service. I hope for a full credit for yesterday's unsatisfactory massage. Thank you, B.N.

I have been a long-standing member of Massage Envy, primarily visiting the Northgate location in Seattle, Washington. Due to various circumstances like temporary closure, construction, and the pandemic, I had to shift to the Shoreline venue. However, with the pandemic's uncertainties and my developing autoimmune disorder requiring treatments, I couldn't utilize my 19 accrued credits. After receiving an email in July [redacted] about Northgate's permanent closure, I've encountered inconsistent information about the usage of my credits, with changing deadlines and membership status claims. Despite my efforts to schedule appointments and use up the credits, cancellations and provider unavailability have hindered my progress. While I understand a refund is unlikely, I request an extension beyond the November 1 deadline to fully utilize my remaining credits due to these challenges.

I have been a loyal member of Massage Envy for many years. Initially, the Tualatin, Oregon branch closed, and I moved my sessions to Lake Oswego without any mention of expiration dates. When Lake Oswego also closed, I was relocated to the Macadam location, but now I have been informed that many of my sessions there have expired. While Macadam claims I have 4 1/2 credits, I am confident I have at least 14, amounting to a significant sum of $[redacted]. Some sessions cost me $60 each. I am disappointed that Massage Envy accessed my personal information without permission and I am aware of the legal issues in California. I am requesting a refund of my money or reinstatement of the sessions. My attorney, Michael Turner, has discussed this matter with the district manager. As a precaution, Bank of America will be disputing any future charges to my account. Thank you. Karen P. [redacted] Chad Drive Lake Oswego, Oregon

Due to my limited availability and scheduling conflicts, I have accumulated unused credits that I may never be able to use. The options presented to me are to freeze my account or pay a $20 monthly fee to freeze it, which does not resolve my dilemma. I have been paying my subscription fee monthly for over a year, and I believe the policy is unfair. I suggest allowing me to use my banked credits without incurring a monthly fee. The lack of available massage therapists for appointments scheduled less than a month in advance is concerning. Furthermore, not permitting the use of banked credits for therapist gratuity is another issue I find inappropriate. While your current business model may be working, I foresee challenges in maintaining it due to the unfairness in customer service.

I recently had a disappointing experience at Massage Envy in Coral Springs when I went for a stretching session using a gift card. Despite giving them my credit card information in case of a no-show fee, I was shocked to find they charged my card $70 without notifying me because I forgot to present the gift card. When I called to discuss the charge and request a refund, the manager rudely defended their actions, claiming it was standard procedure. I believe it is unfair to charge a card without informing the customer, especially when the gift card was not requested at the time of service. As a hardworking customer, I am disappointed by their lack of transparency and insistence that it was acceptable to charge my card under these circumstances. I am seeking a refund as I feel this situation was mishandled by the establishment.

Hello, I bought a $75 E-Gift Card for Jaciel Cathey but mistakenly entered the wrong email address as [redacted] The correct email is [redacted] I need the initial email address canceled, and the E-Gift Card resent to the correct email ASAP. It was intended as a holiday gift for her while she's at the office this week. Thank you for your prompt assistance! Frank Hill

I have been trying to reach customer service since my appointment on the 17th. My daughter had her first facial on her birthday at the Lemon Grove location of ME, where I have been a member for over a decade. After our facials, my daughter noticed makeup all over my face, which was embarrassing. They offered not to charge me, but I had already paid. My daughter, who is a model, wanted blackhead extractions done during her facial. The aesthetician said they don't do that and suggested microdermabrasion. This was not true, as I always had extractions during my facials at ME. The manager couldn't comp both facials, but the owner refused to comp any. He even threatened to call the police if I returned. I felt harassed and mocked, and the treatment was unacceptable. I will not be going back to that location after the disrespectful experience.

I had an issue with my appointment being scheduled for a Wednesday when I work on that day. The staff member apologized and offered an extra credit for my next visit. Despite me apparently confirming the appointment via text, I was still charged for missing it. The manager was unhelpful and rude, implying I might have shown up and demanding I pay the $60 fee. I am unsure how to proceed with this situation.

Dear Community, My husband and I are long-time members of ME, but due to COVID, we have accumulated over 25 sessions. Getting appointments at the Richmond, VA location was always challenging, but post-COVID, it became impossible. With recent changes in our lives, including my struggle with long-haul COVID and our move to Staunton, VA, which is over a 30-minute drive to the closest ME, I'm facing difficulties. Pausing my account for $20 a month helped retain my accrued sessions, while my husband continued to pay the full fee. However, a recent charge issue arose where I was billed the full amount rather than the paused rate. After contacting ME, a manager suggested I either pay the full fee or forfeit my sessions, which would be worth around $[redacted] due to their increased prices. I expressed my concerns about my health and location challenges, hoping to find a reasonable solution, but the manager was unhelpful and dismissive. Despite loyalty and referrals over 5+ years, the customer service experience has been disappointing. I'm seeking assistance in accessing the massages I've already paid for or transferring them to my husband. Your support is appreciated. Thank you, Nicole R.

Hello, I need help with customer service. I recently called to schedule an appointment but haven't been able to pay for this month as my card was compromised. I prefer not to provide my new card details over the phone and wanted to visit in person to update it. The original employee and the manager both refused to schedule an appointment, despite my years of membership and credits on my account. I am worried about losing my credits if I don't visit today. I feel undervalued as a long-time customer and plan to cancel my membership after using my credits. The manager should consider additional training on how to handle situations like this to keep loyal customers satisfied without compromising the business. Thank you for your help.

Due to my illness, I overlooked that my membership had expired. I typically paid through a flexible spending account, which recently stopped covering the membership fee without my knowledge. I've been informed I can reinstate my membership but may lose the months I previously paid for. I am willing to pay for the missed dates and request reimbursement for the past months I've already paid for. As I have been on medical leave for four months and won't be able to utilize the services for another 90 days, I hope to continue my membership to make use of the remaining balance once I've recovered. Financially, I am unable to afford any unnecessary expenses at this time.

I encountered a technical issue on your website while attempting to purchase a $[redacted] gift card. Despite trying five times, I received an error message redirecting me to the beginning of the gift card site upon hitting the payment button. Regrettably, I needed the card promptly for a gift, so I resorted to purchasing it from a competitor instead of Massage Envy as desired. This experience doesn't reflect poorly on the company as my credit card worked flawlessly on the competitor's website. If I require another gift card in the future, I will try purchasing from your site again.

I need help addressing an ongoing issue with my membership. Stress has been overwhelming due to caring for my Alzheimer’s patient for four years now. Unfortunately, the current setup makes it impossible for me to attend appointments as he requires constant care. After a recently lifted freeze on my membership, I am exploring alternative solutions to this dilemma. Please reach me at [redacted]