Complaints

This profile includes complaints for Massage Envy's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Massage Envy has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Massage Envy

  1404 S Main Chapel Way STE 110 Gambrills, MD 21054-1860

• 

  Massage Envy

  3031 Festival Way Waldorf, MD 20601-2960

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/05/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The establishment will not cancel my membership after asking and trying to speak with the store manager and calling the corporate number no has returned my call. I had to stop payment at my bank because they continue to charge my credit card. When I did speak with the store manager she told me I can’t cancel my membership period. That when I cancel my credit card at my bank so they won’t continue to charge me. I never saw this ever before how can they bully me to continue to charge my card. I don’t own them anything but they continue to charge me, my bank also is looking into possible fraud action I have a claim in with my bank.

• Initial Complaint

  Date:02/21/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a “Stetch” massage package for once a month sessions. The certified massage therapist left and they replaced him with someone that puts oil on you and doesn’t have the strength to stretch you. I tried canceling but they stated I couldn’t and had to wait for the year contract to expire. Contract expired and they not only took another payment out of our account but took $5 more! Employees refuse to give me any information on who owns the facility and they refuse tell me who management is.

• Initial Complaint

  Date:01/25/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I became a Member in August 2022 paying a monthly fee of $75 which entitles me to a monthly one hour massage. I have never been able to get an appointment for my contractual one hour monthly massage because they are understaffed. Not my problem. They are taking my money each month and cannot deliver on their side of the contractual agreement. I have a "bank" of one and a half hours for massages and can't even use it until after another payment is taken and another hour added to my bank. I wanted to cancel yesterday and get a refund for my outstanding, unusable hour and half and was told that I am contractually obligated to continue until August of 2023. As stated before, what about their contractual obligation of giving me an hour massage each month. They continue to advertise this deal to new clients when they can't even service the ones that are already contracted with them. I want my contract terminated and a refund for $112.50 which is what the hour and a half unusable "bank" for massages is worth.

• Initial Complaint

  Date:11/21/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July, I updated my credit card information on file for my monthly massage subscription. I was notified in November my CC information was not stored in the system and my account was in cancellation mode. November 2, I went inside the facility and updated my CC information. At that time, I transferred one of the 12 credits to my daughter. I spoke to Victoria; she stated I had to add CC information and update my account in order to use my 12 accumulated credits. Prior to leaving the agent Ashley stated the transfer to my daughter was successful. On 21 November, my daughter attempted to use the credit at an out-of-state facility, she was informed the credit was not in her file. I called my home location, store #0806, the assistant manager, Victoria informed me she made a mistake and provided the wrong information regarding my account, therefore, the credit was not transferred, and my CC information was not retained. On this call, I provided my CC information and stated I was transferring a credit to my daughter. Victoria took my CC information and processed the transfer fee. When my daughter attempted to use the credit on 21 Nov, it still did not appear. I called Victoria back and she stated that I can only transfer a credit to the same person every 6 months. This information was relayed after my daughter made her appointment and the out-of-state facility was charging her whether she kept the appointment or canceled. The general manager from the other store stated Victoria could do a one-time courtesy transfer since it was their error. I asked Victoria for the one-time courtesy transfer since she provided incorrect information on Nov 2 and 21. She refused. I want a full refund of the $115 out of pocket expense, to cancel my account effective immediately and 12 months to utilize my accumulated credits.

• Initial Complaint

  Date:11/14/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Location is drastically understaffed-have been charged automatically for almost a year-appointments are booked 45-60 days in advance-was given a franchise number that no one answers-4 times-was told by a smug local store rep that my 60 minute session didn't necessarily mean a massage and could schedule a facial'? I'm a 64 year old man? The sign over the door says "Massage Envy". I would cancel however I would lose all of my previous paid sessions. Was also told by previous rep that if I could get through they would only revert the call back to them. I want the service I was sold originally AND paid for or I want my money refunded