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Business Profile

Massage Therapist

Massage Envy - Franchise

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Massage Therapist.

This business has 1 alert

Complaints

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

Find a Location

Massage Envy - Franchise has 7 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.

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    • Massage Envy - Franchise

      9758 Katy Freeway #700 Houston, TX 77055

    • Massage Envy - Franchise

      5162 Buffalo Speedway Houston, TX 77005

    • Massage Envy - Franchise

      5387 Westheimer Houston, TX 77056

    • Massage Envy - Franchise

      9758 Bunker Hill Houston, TX 77055

    • Massage Envy - Franchise

      5210 Highway 6 South Missouri City, TX 77459

    Customer Complaints Summary

    • 4 total complaints in the last 3 years.
    • 1 complaint 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/20/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      Scheduled massage on 6/16/24. Had injury sustained on 6/14/24. Did not know I would not be able to attend massage until Sunday when injury continued to cause pain, called and canceled appointment. Asked to reschedule so I would not be charged and they stated I would still be charged. I then asked my doctor for a note due to injury (which I did not previously request as I did not know I needed one at that time) and request for refund, email submitted 6/17/24 with doctors note attached and I was told by clinical operations manager (Shantee) that they cannot refund my money even with a doctors note.

    • Initial Complaint

      Date:05/06/2024

      Type:Product Issues
      Status:
      Unpursuable
      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.
      This massage envy location was closed for a long period of time (more than a year). During that time, I went to another location to close my account since they require you to go in person to close. About 3 months ago, I got billed on my credit card for over $700 in back dues. I called and spoke to someone several times, with the manager to call me back. Not once has the manager called but yet I keep getting texts about forgiveness that they offer. I am asking that my money be refunded and the my account be closed. The location was closed for a very long time and it makes no sense that they couldn't get my account closed when I went into another location while they were shut down.

    • Initial Complaint

      Date:05/24/2023

      Type:Service or Repair Issues
      Status:
      Unpursuable
      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 transferred a credit to 2 different friends ********* * ***** but my home location accidently sent 1 friend 2 credits. I put my card on file for their massages and realized I was charged the total price instead of the credit transfer fee only. When I called the Houston location where the massage was done, they told me to have my home location ******************* send the credit to the correct friend and they'd reverse the charge. I had my home location do that and I still have not received the credit. The manager at the ****************** location (Donna) has been attempting to help me by sending a refund request to corporate but I still have not received a credit. This has been going on since September 2022.

      Business Response

      Date: 05/25/2023

      Hello,

      Massage Envy is a franchise and each location is individually owned and operated. This complaint was sent to us in Boca Raton, FL. We don’t recognize this client name because it’s not in our records. 

      I recommend speaking to the location that processed the charge because they are the only ones that are able to issue a refund. 

      Thank you! 

    Massage Envy - Franchise is NOT a BBB Accredited Business.

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