“Can’t get in when I actually need massage for migraines which is why I enrolled and then scheduled 2 months in advance for my daughter’s wedding and it was canceled due to someone quitting and I was never notified. This has happen last 3 events and on my birthday. Would never recommend them.”
“I was lied to about being able to cancel my membership at anytime. My massage therapist was great but the receptionist man was rude and stupid if he thought I would give him my new address. I will never ever use this company for service they are scheming an preying on people an there money I advise any and everyone to stay far away from the cedar Hill location unprofessional at most. Horrible I've ever seen!!! I've had to close my accounts so they couldn't take An money Steal money from me anymore. Thankfully I recorded the conversation when I applied for membership an I recorded the conversation when I tried to cancel. I will be see them in court!”
“Do NOT sign up for a membership. They unexpectedly go up on rates and never explain to you why. Then, if you try to cancel due to medical reasons, they pause or freeze your membership, but extend your initial term so you pay the full 12 months. I will never subscribe with them again.”
“ZERO STARS! I don’t even know where to begin… I would NEVER give anyone I care about a gift card to Message Envy or patronize their business EVER! The customer service is severely lacking and corporate is a JOKE! Last Christmas (2022) my brother had gifted my mom and I each a $100 gift card that he purchased at the West side (Madison) location. When we went to use them we were told that there was no money loaded on the cards. So we ended up paying cash. My brother had to pull his receipts and provided documentation that he paid for the cards. What had happened is the employee never loaded the money on the cards. It was a pain to say the least and message envy did nothing for the inconvenience of their oversight. My brother again gifted my mom and I gifts cards this past Christmas (2023). I called to book our appointments shortly after Christmas at the West side of Madison location and was told that they had no available appointment where my mom and I could get messages consecutively. I told the CSR that we could book out as far as needed to accommodate our request. She said we would have to call back at the end of the month when they had the schedule for the next couple of months available. I called 2 more times and finally on the 3rd call we were able to book our appointment at the same time. Now let’s be clear, this is Not a huge ask!! Anywhere else I have ever gone has no problem booking messages at the same time for people who come together and want to be done at the same time. Message Envy didn’t have any weekends available (at all, which I don’t understand) so we booked for a Monday 2 months out! Message Envy called us on the Friday before our appointment and told us that they had some “bad news” and that “one of our appointments needed to be canceled because a therapist quit”. Both my mom and I had taken off work and have now at this point waited over 4 MONTHS! Needless to say I wanted nothing further to do with Message Envy and asked for the gift card to be refunded. I was told that they do not do that and to call corporate with my concerns. Corporate had the chance to make things right but chose not to. I don’t usually ever write reviews but felt compelled to let the public know so they can steer clear of this disaster of an organization all together.”
“Absolutely worst experience. The manager Conor Rowland unprofessional, rude and disrespectful. No rules there, no communications. So many other places to go and have a great massage. I would not recommend to go there. Just make a note of it.”
“My membership dues went up without notice. I asked the manager to call me.......that never happened. I scheduled a massage for 8:00 am and at 7:50 they called to say that they had to push my massage back till 8:30. I arrive at 8:00 and they finally come to speak with me at 8:45 to tell me my therapist is on her way. I had initially scheduled a 90 min massage and now I was going to get a 35 min massage. I declined and asked to speak to the manager. This same manager who was supposed to call me about the rate increase, was at the Brookside location. I called her and her attitude was no different from the receptionist's.
Do yourself a favor and find another place to go!”
“BEWARE DO NOT JOIN!!! I want to say that I am not one to give negative reviews. But this is important to make people aware of what they would be getting into. Individual therapists can be AMAZING, but it does not change the problems with the company.
I have had a terrible experience (like MANY others) with this company. I paid monthly membership for 10 years, and generally had a good experience initially but they went downhill with Covid and since then I was almost never able to get an appointment. So I paid every month for a membership but could only get an appointment every few months. Granted some areas may have much better availability, but the company in general was awful to me. I contacted the clinic with my concerns and they said it was a corporate problem so they couldn't help me. I contacted corporate and they said it was a clinic-level problem and couldn't help me. They allowed the FREEZE PLUS where I still paid every month (a smaller amount) just to have ACCESS to the ones I already paid for but had been unable to use. Eventually, it got so bad that my main location shut down and I was told I would have the option to transfer my credits to someone else because of it, but then when I tried to do that, they said I could not in fact transfer any. DO NOT JOIN THIS MEMBERSHIP! Beyond frustrating. There was a lawsuit since so many had a similar problem, but I missed out on the class action lawsuit since I did not see it in time.”
“I signed up for an annual contract of having a monthly service each month. I was at a specific location. Then 1 month it the location closed. I was told I had to choose another location. I was not interested in going further for the service but they continue to constantly call me demanding my monthly payment for the upcoming month. I told them I am not interested in going elsewhere. They told me to give them my card number. They would charge me another $75 and then reimburse me. Ummm.no..they are such scammers. They continue to harass me to this day ! Do not sign up for anything with them!”
“Just like all other people had said, I experienced the exact same scam type service provided by massage envy.
When you join the massage envy subscription, they start charging you monthly and give you a free session per month. However whenever You book a massage, they cancel on you at the last minute. Seriously last minute. Like 4pm massage will be canceled at 3pm at the same day.
Although I am being very considerate as a customer and I have no problem with the therapists (in fact my therapists had been excellent), the excuse of “therapists called in due to emergency” had been used too often by them. They used this excuse at least 5 times on me, and every time it was a last minute cancellation.
When you accumulate many sessions in your account, and you cannot book one because they always cancel on the last minute, you will end up having so many unused free sessions. When you cancel your membership, you are required to use all of them within 60 days or they go expire.
Very familiar scam strategy.
I have to point out Massage Envy was not like this a few years ago. I don’t know what happened to their management but I can tell you they do make me feel they are a total scam now.
Do not subscribe. You can get better service somewhere else.”
“No, do not sign an agreement with them. If you get sick and cannot go anymore, they will require you to get a letter from a doctor, as if being sick was not heavy enough. They do not care about your well-being, only about your money. Do not sign or use their services. You will regret it!”
“If I could give a ZERO I would. I've spent the better part of THREE YEARS trying to transfer our memberships to a different location after moving. There was always an excuse. First we were told it needed to be initiated by the new location. Then we were told Westlake had to do it. The managers never returned phone calls...until they needed an updated credit card. They they called and sent text messages!
We did not want to provide a credit card over the phone and the ONLY solution per management was for us to travel back to Westlake and update our card. Absurd. Currently they canceled my husbands account with 37 credits remaining. No notice. No communication. We were last told the account was in suspense. They refused to allow me to communicate on his account to assist with the transfer or payment details. Our accounts were joint!
Additionally, we were actively receiving services at the location closer to our home. They were blocked from taking and updating our card in office while we were there. BOTH locations are owned by the SAME franchise!!! After complaining to the corporate franchise that owns this awful location, I was told they needed me to talk to the manager at the Westlake where I've been having the issue. Westlake has so generously offered for me to come back there in person and sign up my husband with a new account and they want to give him 5 of his credits back. What a joke! This is an absolutely awful company. They have zero processes that make it simple for customers to resolve issues. It's a vortex of one clueless manager to another.
They are currently refusing to provide their legal contact.
RUN FAR AWAY FROM THIS PLACE.”
“This place is horrible! They raise memberships and never tell you. Then had 22 massages that wasn’t used and corporate wouldn’t let me use the massages that were paid for!!! NEVER NEVER waste your money here. Horrible horrible place.”
“I have been a member of ME for OVER 12 years. The last 4-5 years (since Covid) There are never appointments available online or via their app, and if you call or go in they MIGHT be able to schedule you for something 1-3 months out! I have a bank full of paid massage credits (over 2 years’ worth) and I can’t get a decent appointment. But when you decide to cancel, they have the nerves to give you 60 days to use up all your credits how is that possible when you have to wait sometimes 2 MONTHS to even get in for ONE service. This company is nothing more than thieves. They take your money and do not have the ability to provide the services they are selling. If you try and cancel you will have 60 days to use your credits. Stay away for Massage Envy!!!”
“I believe this business is a bit of a scam. The reason being is they take your monthly membership money. You schedule an appointment. They cancel on you. You try to reschedule they have nothing for you for weeks on out. And then by the time your membership expires. You have multiple massages left to use up. But they only give you 60 days to use that. And you do not get to get the services that you have paid for because of their so-called 60 day policy to use up all the massages even though they cancel on you they do not correct the situation or do business in a fair manner.”
“I had been to Massage Envy several times years ago. After asking for medium to deep tissue massage, I was assigned to a practitioner known for mild pressure massage but I could ask them for heavier massage where needed. I requested heavier or deeper pressure as the session progressed. They acknowledged my request but pressure was NEVER noticeably increased. I have enjoyed several professional massages in my life. I have always walked away with a feeling that deep discomforts had been relieved. This time not so much. It was a light touch nice but not beneficial. This is the first time that I have been disappointed with a massage from massage envy or anywhere. I mentioned it to the assistant managers on hand. They were busy trying to sell me a membership. After wasting $85.00 for a massage I could have received at home and they offered no remedy and I declined. I did leave an additional gratuity for the masseuse.”
“I have been trying for 3 months to use my accrued points before cancelling. I can never seem to use my points before another billing cycle. It takes sometimes weeks to get in with the better therapists. My last 3 experiences have been disappointing, one guy actually fell asleep during my 90 minute massage. My last one that was to start at 2:30 didn't get going until 2:50.
We have had much better luck with local Thai Massage places.”
“This company is impossible to contact. I need to cancel as I am moving to another state. Have not used my appointments and darn sure do not want to continue after my membership and don’t trust that they won’t try to charge me.”
