Complaints

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

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  Massage Envy

  322 SE 192nd Ave Ste 110 Vancouver, WA 98683

• 

  Massage Envy

  3036 NW Bucklin Hill Rd Olympic View, WA 98383

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:06/24/2025

  Type:Billing 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.

   
  Complaint: 23514304
  
  I am rejecting this response because: it seems absolutely absurd that I cannot utilize credits that I have already paid for in full with no additional charges. Why do I have to pay a company an additional $20 a month to use credits that I have already paid in full for? That makes absolutely no sense? What additional costs does the business accrue just to keep my credits and allow me to use them for services I have paid for in advance? I should not have to pay additional money to access things I have already paid for. 
  Sincerely,
  
  ******* *****ts that I have already paid $90/mo for?

  Business Response

  Date: 06/26/2025

  It is part of our membership agreement that in order to utilize the accrued services your account has to be active. The only way the account is active is if you are paying either the normal monthly membership fee($90) or the reduced freeze plus fee($20). In addition although credits cannot be put onto gift cards they can be transferred out to other people. Normally there is a $10 transfer fee to transfer an accrued service, but we are willing to waive this fee to help her get caught up on her accrued services. 

• Initial Complaint

  Date:06/17/2025

  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.

  
  I filed a complaint yesterday about Massage Envy **********... I wanted to give an update. I was called back by the district manager ******* **** and she approved a refund for the payments that came out in June.
  g my job, ******* only offered to freeze the account, which meant I couldnt use the credits but would still be locked in.I asked for a cancellation form and was sent a freeze form instead. When I tried calling, there was no answer. Later, two $85 charges were withdrawn from my account again (despite expecting only one $85 and one $20). ******* dismissed my concerns and again claimed it was all in the contractwhich was never properly explained to me.Throughout this experience, ******* was dismissive, unsympathetic, and unwilling to resolve the issue. I was respectful and even emotional when explaining my situation, but I was met with cold, transactional responses. She ended our last call by hanging up without saying goodbye and never sent the correct cancellation paperwork.This has caused me significant financial stress. I believe I was misled into a setup designed to overcharge and trap customers in unclear contracts.6/13/25 I was charged 170 without permission.

• Initial Complaint

  Date:01/11/2025

  Type:Sales and Advertising 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.

  On December 4, 2024 I received a massage at ***************************************** location. The website stated that massages cost $90 and my online booking confirmed it would be $90. Following the massage, I went to pay and was told it was $150. I explained that the online booking had said $90, but the receptionist said the website was incorrect. I had no choice but to pay the additional cost, since I had already received the service. I was not informed of the price difference prior to the service.I reached out to the manager and left messages several times over the next two weeks. When she finally answered a call, she again said that it was a mistake on the company's part regarding the website and there was nothing she could do. I paid $60 more than I should have.I expect the $90 fee to be honored through a $60 refund. The charge felt like an unethical bait and switch.

• Initial Complaint

  Date:11/27/2024

  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.

  Monday 11/25 - tried to book appt for wed 11/27 at 10:30. When I clicked book appt it told me appt not available. I went back and chose Tuesday 11/26 instead at 10:00. No confirmation of appointment or anything was ever sent to me. Tuesday 11/26 Im driving a half hour to my appointment and get reminder message for 10:30 appt. I assumed I got mixed up., I stopped to get breakfast and then proceeded to my appt. I walk in they tell me Im a half hour late and they have to charge me for half a massage. I explain the text I got. They say thats for tomorrow. U also have one for tomorrow. I explain I was told it was taken and thats why I scheduled today. And why didnt I get a reminder for today then? She says she will speak with manager and call me but never does. Asks if I can come tomorrow, I say yes, and leave. 11/27 I show up for next appt as I leave she tells me she spoke with manager and Im now being charged a full session and not half. And tells me there is no way to dispute and no one else I can talk to. They charged my card on file already. I e requested my membership canceled and no further charges in writing.

• Initial Complaint

  Date:09/23/2024

  Type:Product 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.

  Date of service: 9/22/2024 Amount of money spent: $95.00 What the business committed to provide you: A 60 minute massage to alleviate pain in target areas specified by client What the nature of the dispute is: I would like a refund for the total amount charged as I am highly disappointed, dissatisfied, and appalled at the service I received and how this issue has been handled by the store thus far. The young man that gave me the massage was completely unprofessional and has only been licensed for 1 year and was stating he could stop people from getting surgeries with massages and how he specialized in the pec and glute areas. How does someone specialize in something only after receiving their license a year prior?! He stated that if a male therapist was inappropriate with a female client they could sue for a "nice check".Whether or not the business has tried to resolve the problem: No one has done anything yet. I'm supposed to be receiving a call from a manager tomorrow since "she's off today" and the assistant manager cannot do anything for me. If the issue involves advertising, when and where the ad was seen or heard: N/A

  Business Response

  Date: 10/23/2024

  This client was not seen at the location associated with this BBB complaint. This complaint came to a location in Spokane **, when in fact the client went to a location in ************. That location is not owned by the same person as Spokane and therefor we are unable to help. She needs to contact the location she received the service from. 

• Initial Complaint

  Date:07/04/2024

  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.

   
  Complaint: 21943699
  
  I am rejecting this response because:
  
  I did not change my mind 24 hours later. I asked you to cancel the transaction, in a less than 24 hour window (in fact I believe it was a 6 hour window), before it was processed. You refused to cancel the transaction, despite my request, before it went through. As such, theres no contract because you havent received payment, or consideration. 

  Sincerely,
  
  ***********************

  Business Response

  Date: 07/05/2024

  As with all United States businesses gift card are not refundable, and it states that on the gift card itself.  Does not matter if you changed your mind 24 hours later. 

• Initial Complaint

  Date:06/19/2024

  Type:Billing 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.

  May 29, 2024 Massage Envy (a monthly membership business) in *******, ** and *****, ** closed their doors permanently with no advance notice to customers OR employees and no refunds.As a member, they deducted $85 per month from my bank account and in return, I received a one hour massage. Massage Envy has confirmed that at the time of their closing, I had 12 massages owed to me ($1,020.00). My account number is my phone number.In addition, the week before the closing, I purchased 2 gift certificates at $85 each for friends with proceeds from my account. Of course those gift certificates are worthless now, so Massage Envy needs to credit my account back for those two, so 14 massages are owed to me ($1,190.00). *********************** owned both the ******* and Chico franchise for Massage Envy and he owes me $1,190.00 and is currently in hiding because he owes many people a lot of money.Franchisee Owner, *********************** c/o CSG Holdings CA, LLC ********************* ********************************************************************************************

  Business Response

  Date: 07/01/2024

  My name is not ********************* and I never owned the 2 locations that this customer is speaking about.  You are sending this complaint to the wrong company and this customer clearly spelled out the company's name that owned those 2 locations.

• Initial Complaint

  Date:06/12/2024

  Type:Order 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 forced me to terminate my suspension of services while I was living internationally and would not let me cancel. Then, they refused repeatedly to come to any material resolution where I could use all services in a reasonable time which had already been pre-paid or to transfer these pre-paid services to other customers or potential customers. This company has abusive subscription services. I am a disabled veteran from the US Navy and used their services to help ameliorate the pain of the disability. They have taken advantage of that need for their greed to have an excessively rigid contract. I'm not disputing that I signed up for the service. I am disputing their unwavering, abusive rigidity to their subscription service. They even have an additional fee to suspend service. I now have approximately 30 pre-paid massages in their system, and I continue to incur 1 more each month. Their solution is to book those massages myself over the next 120 days (1 massage every 4 days), transfer 1 per month to a third-party of my choice, and pay a $10 per month suspension fee. This is an abusive policy. I would like an apology and some way to actually use the services I have paid for in a reasonable time.

  Business Response

  Date: 06/12/2024

  Hi,

  This complaint came to the wrong location. This client is not a member at a location owned by *********************************. He needs to contact the location that he signed up at to find a solution. All though we are a franchise, we do not have access to client information for locations outside of our owner group.

• Initial Complaint

  Date:04/19/2024

  Type:Billing 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.

  Beware of this scam! They sold us a year membership with 12 prepaid massages, and then I got hurt a couple of months into the membership. I went to them asking if I could freeze it with medical documentation and they told me "no problem" and that the credits for the massages would not expire (They confirmed this on multiple occasions). So I let myself heal, and then began to use it.They then tried to fraudulently charge my credit card when I booked an appointment for a massage that was prepaid, I continuously called to ask to speak to a manager about the fraudulent charge and never got a call back (Even though they always told me a manager would call me back), and now they're saying that the credits only didn't expire if I continued to pay high monthly fees (something not a single person told me before this). Owner, *****************************, literally just assaulted me in their location when she had my property in her hand and I tried to take it back (she ripped a paper out of my hands that was mine, and when I tried to reach back to take it, she hit my hand... And I have the entire thing on audio recording where you can actually hear it happening and I immediately called her out for assaulting me which she denied before learning that I had it on recording). Extremely unprofessional, stay away at all costs! Taking them to court to get my membership fees back...To add to that, I have an actual email from them on file from when we purchase the membership that the credits would accumulate, no expiration date, and confirming that I can transfer them to other people if I'd like. That is the exact opposite of what they just told me in the store now and they're stealing my money and running...

  Business Response

  Date: 04/20/2024

  This clinic is not owned by the owner listed for this BBB account. She needs to contact the specific location for help, we are unable to help members from other locations.

• Initial Complaint

  Date:04/16/2024

  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 called Massage Envy today, April 16th 2024, to cancel my membership. I had walked in last month wanting to buy one hour of massage for a friend and gift it to her. The lady at the desk convinced me to get a membership for her instead because she could get 3 massages instead of one if she was a member. She told me I had until April 16th to cancel if I did not want to continue to pay for my friend. I called this morning and I was transferred to the manager. Her name is ***********************************. She was very rude to me. I explained to her what happened and when she told me that I had already been charged I explained to her that I was told I had until today and that I wanted a refund then. She said we could do that but she was explaining to me what had happened so we could be on the same page. She proceeded to tell me she would send me the cancelation paperwork and it would take 1-10 days to process. Which no one told me it would take that long. They just told me to call and someone could cancel it right away. Then I asked ******* how long my refund would take to process, she then stated I would not be getting a refund, I explained what she said to me and she denied it and said I would not get a refund and then HUNG UP on me. I was not rude to her, I was frustrated because anyone would be in my case but I was not rude or used any rude language with her. No need for her to hang up on me. As the MANAGER that she is, hanging up on a customer with no resolution or any other way of helping me, is totally uncalled for and very unprofessional. I called back to talk to another manager and I was given the round around and she refused to talk to me with the excuse that she was with another client. When the lady at the front desk had previously told me that ******* was in in the back and she needed to transfer me. So many things turned out wrong this morning and I still have yet to get my membership cancelled or have a resolution to my problem.