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Business Profile

Therapeutic Massage

Massage Envy

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Therapeutic Massage.

Complaints

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

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Massage Envy has 12 locations, listed below.

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    Customer Complaints Summary

    • 19 total complaints in the last 3 years.
    • 6 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/16/2023

      Type:Customer Service Issues
      Status:
      AnsweredMore 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.
      Massage envy charges a monthly fee of $70 and for that you are offered a monthly service. however in the last two years they do not have enough massage therapists to meet their demand. They are so short staffed that the average client cannot get an appointment for two months. Today, I received word that my upcoming appointment on may 28 was cancelled. They cannot get me in until August 10th. . This is the 4th cancellation in a row. I now have a bank of 10 services. (Value of $700). The company will not pause my membership so I can catch up nor will they refund me $280 for the 4 cancelled appointments. If I cancel the membership I lose the 10 services. Their best solution is a “freeze plus” which offers the membership a reduced monthly fee of $20. No services are accrued. This fee is to offer an extension. That’s quite the scam to charge a client $20 when ME is initiating the cancellations. I want the BBB to help me get my money back or to get the company to pause the monthly fee until they can get me in for 10 services.

      Business Response

      Date: 05/19/2023

      Hello,

       I am only seeing 1 time that we cancelled on her due to therapist rescheduling and that was 4/5/23. We do have to cancel her 6/27 apt since one of our therapists are leaving, but other than those two, I'm not seeing any cancellations that were due to a therapist rescheduling. A manager spoke with her on 5/16 and sent her freeze plus forms. We have called her a couple times (5/1 and 5/6) to try and get her in with a different LMT.

       

      Thanks,

      Janine

    • Initial Complaint

      Date:04/19/2023

      Type:Billing Issues
      Status:
      ResolvedMore 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 December of 2022 I sent Massage Envy a cancellation notice via email and was told that it was too late to cancel for the month of December but that it would be cancel for January 2023. It’s now April 2023 and Massage Envy continues to charge my credit for the monthly fee. I joined the club back in 2021 and fulfilled my contractual obligations both payment and performance. I’m no longer on a contract therefore I request that Massage Envy stop charging my account and close out my membership without recourse.

      Business Response

      Date: 05/05/2023

      The business has responded to this complaint but asked that their response not be published. **** ****** *** **** ************ ***** ***** *** ****** ** **** **** **** ***** ********  ** *** ******* ***** *** *** ******* *** ********* ************* **** ** *** **** *** ******  *** ****** *** **** **** ** ***** **** *** ****** ** ***** ********* ************ **** ******** **** ** *** **** *** *** ***** ****** **** ****** ******** ****** ******* *** **** *** **** *** ****** ********* 

      Customer Answer

      Date: 05/05/2023

      Better Business Bureau: 

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  

      Regards, 

      *** *******
    • Initial Complaint

      Date:03/08/2023

      Type:Service or Repair Issues
      Status:
      AnsweredMore 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 had a Massage Envy membership from at least July of 2020. I would go in for massages about once a month. With in at least the last year every time I have tried to book it was about a 6-8 week wait. I would try to book as many as possible to not have to wait so long for an appt. I do understand that they are under staffed which is why I waited to cancel my membership, in hopes that they would be able to find help and be able to get me and other clients in, in a timely matter. At one point in August of 2022 the woman that was working the desk offered to put my membership on hold (a paid hold for $20 a month) I thought why not. How ever the next month they charged me the full amount of $70, when I asked them about this I was then told I would have to call them each month before the payment date to have them put it on hold. Unfortunately after a year I realized the staffing situation was not getting any better, so I cancelled in December 2022. I did however ask about using up the sessions I had already paid for I had at least 18 at that time, the woman told me that it is generally a 3 month period to use up my sessions however since she wasn't able to get me in she spoke to her manager who said they would allow me 6 months. In an effort to use up my sessions I was scheduling facials, back facials and stretches as often as I could, as there were very few openings for massages (the main reason I had the membership). Today March 8, 2023 I received a phone call informing me that my next massage session would be at full retail price because my 3 months was up on February 23. When I ask about the 6 months that was originally offered I was told that they are under new management. I then asked to speak to the manager regarding the situation, the only resolve she offered was that she may be able to extend it to the 23rd of this month or I could resign up and get my next 9-11 sessions back but that they are still under staffed and the next massage appointment would be in 6 wks.

      Business Response

      Date: 03/15/2023

      The business responded to the complaint but asked the response not be made public.*** ******* *** ***** ** **** ****** *** ******** *** **** *** ******** ****** *** ******** * ****** ** **** ** ******* ** ******* **** ******* *** ******* **** ******* ** ****** ** ** ********** ***** ******* *** *** ** *********** ****** ******* *** *** ******* ****** **** *** ** **** *** ************

      ******** **** **** **** ** *** **** ************ ****** ****** *** **** *** ******* ***** *** *** ***** **** ** *** ******* **** ** *** ****** ** ********** *** *********** *** ***** ** ** ** * ************** ***** *** ******** ** *** *** ********* *** ******* **** ******* ** ********** *** *** *** *** ** ****** **** *** * *** *******
    • Initial Complaint

      Date:03/06/2023

      Type:Service or Repair Issues
      Status:
      AnsweredMore 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 have a membership with Massage Envy. I pay $70/month and earn 1 massage per month. There are very few appointments available bc they are short staffed. This has been the case for a year or so. I have 4-5 accrued services, I’m not 100% sure bc it’s not viewable in my online account - you have to ask them. They have a freeze program where you can freeze your membership, no payment and can’t use. They have a freeze plus where you can stop payment/accrual of service but still use ones that had been accrued if you have accrued 10 or more. I was told a couple of months ago due to their short staffing, they would allow a deviation from their policy in which you could freeze plus for 10-20 month (it changed month to month), not accrue a service but use your accrual if an appt became available. I have emails I will attach. Now they changed managers so they said this is no longer the case. I cannot get an appt. So I can either fully freeze- don’t pay/don’t use; or pay my membership, earn another service, but I cannot get an appointment. I could also cancel but they give you 70 days to use your services or you lose them. This is a set up for entrapment. I cannot get out without losing my services that i paid for. I cannot use them them as they said “we only have 3 providers right now”. In summary I was told I could have a freeze plus despite having less than 10 accrued services bc it is their fault they don’t have enough staff to book appts for their members.

      Business Response

      Date: 03/17/2023

      This
      client is booked out on our schedule until July 2023.
    • Initial Complaint

      Date:02/21/2023

      Type:Service or Repair Issues
      Status:
      UnresolvedMore 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 agreed to sign up for a membership for massage envy. This included a discounted monthly rate of ($) per service. As I began booking my appointments they never had any massage appointments available, which are listed under the services they provide. I eventually canceled my membership because of unprofessionalism and they gave me vouchers towards my remaining credits that had a 70 day expiration. When I called to use the credits they had no available services within the 70 day period.

      Customer Answer

      Date: 02/22/2023

      hello *****,thank you for double checking that. I did indeed mean the location in ************* *** ****  

      Business Response

      Date: 03/04/2023

      The business has responded to the complaint but have asked that their complaint not be published.**** ********



        ** ** ********** ********** *** *********** ** ******** *** ****** ** ******** ********** **** ****** ******* **********  ** ** ***** ***** ******** **** ** ****** *** ******* ** *** ******* ** **** ** *** ***********  



      *******

      ******

      Customer Answer

      Date: 03/06/2023

      Massage Envy in Fayetteville, NY (ME) claims that they are “sorry” they do not have any massage appointments available but they have shown time and time again that they have a disregard for paying customers and oversell their services. Massage Envy encouraged me to buy the membership highlighting their massage services. But, when I called to use those services I was then informed about their other services like facials, stretching, etc. that they suggested I try instead. Initially very disappointed I tried a facial being it was the only available service and was met with an inexperienced 16 year old “esthetician” who propped my neck onto a rolled towel and burned my face by leaving the products on too long and not properly wiping them off. Her steam machine was broken and she didn't even bother to turn down the lights in the room. Feeling like I must have had an unlucky first experience I tried to get another facial the following month and was met with a different esthetician who had long sharp nails that did not fit underneath the plastic gloves she was wearing and who ended up up-charging me for a service I never agreed to and was never informed cost extra money until I was checking out after the service had been completed.  As for the massages at Massage Envy, The singular appointment that I was able to book since last march was a couples massage. My boyfriend and I arrived for our appointment and everything seemed to be going well until the messages themselves began. My “masseuse” began and proceeded to rub lotion on my back (by this I just mean that there was no technique or pressure at all) and then began passing gas throughout the rest of my massage. My boyfriend's “masseuse” left during our massage for over 6 minutes and upon returning had nothing but herself. It made both of us very uncomfortable that she left and returned without informing us where she was going/ what she was doing. Additionally, she did not make up for those minutes that she was not there thus cutting my boyfriend's massage short. It may not seem significant but you pay for a 60 minute massage with which 10 minutes are already taken up by patient check ins before massages. So adding another 6 minutes to that time taken off is very significant when paying so highly for a service. At the end of our massage I ended up expressing my concern to the front desk. They responded that there was nothing they could do and when I asked to speak to a manager I was told that she wasn't in. I followed up for over 2 months constantly being sent to different numbers, emails, and other contact people who did not help me come to any kind of resolution.  At this time I request a full reimbursement for the 4 services that I was unable, and frankly now uncomfortable, to use at this establishment. 
    • Initial Complaint

      Date:01/20/2023

      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 have a membership, one I don't even want to cancel, but I am paying for credits I cannot use as the business has no available appointments for the foreseeable future meeting my needs (a massage pressure heavier than "light" and on any day Friday thru Sunday). I have even looked to other locations in the Rochester area. I was offered "hold plus" which reduces my monthly payment to allow me to use credits, but find tha unacceptable because the real problem is I am paying for services not rendered.
    • Initial Complaint

      Date:10/01/2022

      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.
      I have a monthly membership, but am often unable to use the earned credits because they cancel my appointments and typically, they are unable to reschedule for close to/beyond 30 days, at which point I often have another massage already scheduled, as I schedule in advance. I want to cancel my membership, but once I cancel I will have 60 days before the credits expire. Unfortunately, I can’t trust that my appointments won’t keep getting canceled within the 60 days and the Fayetteville location is booked out for two months. I have asked if there was anyway to make this right, even if it’s putting a credit on my account for the $20 charge to freeze my membership while I try to use my remaining credits and the GM, Renee, has refused to agree to this or offer any other solution. Renee has been at the location when I have called - I know this because her staff has often put me on hold to ask her questions, then they get back on the line with the answers before needing to put me back on hold to get more answers. A good manager, in my opinion, would get on the phone and address the situation directly with a customer who is calling about a poor experience and offer reasonable solutions, but Renee has failed to do so (with the exception of - through her staff - suggesting I schedule facials, which are not of interest to me, as I signed up for a MASSAGE Envy membership for a reason and it was not to get facials). I feel as though my only option at this point is to forfeit the credits that I paid over $100 for, otherwise I’ll just keep earning credits/losing money and this truly does not sit well with me. I have never done business with a company who wouldn’t at least try to make it right with their customers when they are the root cause of the problems and feel the only way to make lemonade from these lemons is to share with others in an attempt to make sure they don’t find themselves in this same unfortunate situation.
    • Initial Complaint

      Date:09/08/2022

      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.
      I joined Massage Envy in February 2022 to receive monthly deep-massage treatment.

      Since that time, ME has been unable to book any deep massage therapy sessions. They are claiming it is because they do not have therapists available. However, I specifically joined to receive this service and requested my membership be cancelled due to the inability of Massage Envy to provide the service.

      Secondly, I received a text message stating any Firm or Deep tissue massages were subject to a surcharge above/beyond the monthly rate. That was never disclosed to me at the time of joining, and is yet another breach of contract.

      I've requested numerous times that they cancel my membership, yet they are claiming they cannot do so (despite not being able to provide the services I've contracted them for).
    • Initial Complaint

      Date:08/22/2022

      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.
      I am unable to use the gift card I was given because Massage Envy will not allow me to book an appointment without a credit card. I don't have a credit card.
      I find this very offensive & appalling. With today's technology, I find it hard to believe that I am unable to secure an appointment with a gift card only.
      I understand the company may experience "no shows" but technology does have the ability to deduct the funds from gift cards if there is a no show.
      Additionally I am unable to receive the money available on the gift card because of their no refund policy. What a great way for Massage Envy to rip off people. My 13 year old daughter gave me this gift card using her hard earned money and now I am unable to use my gift because I don't have a credit card.

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