Massage Envy

Critical: Communication, ProfessionalismI signed up for a 6 month membership at the beginning of 2020. Then covid happened, and was unable to use most of my massages due to the governmental shutdown. I was told on my last massage that since I had a 6 month membership they would not charge me anymore. Since I moved out of state and far from a location, I wouldn’t have the ability to use my credits. Well, months later (after a cancellation request and speaking to the manager) I’m still getting charged. Not to mention the 3 months that they charged at one time because my debit card was replaced. Not sure how they even got the new debit card number.Sadly, I really enjoyed the massages I got from Zach. However, this is an unprofessional business practice. I will no longer sign up for a membership with them, and once my credits are used, return and give them my business again.I signed up for a 6 month membership at the beginning of 2020. Then covid happened, and was unable to use most of my massages due to the governmental shutdown. I was told on my last massage that since I had a 6 month membership they would …More

I signed up for a 6 month membership at the beginning of 2020. Then covid happened, and was unable to use most of my massages due to the governmental shutdown. I was told on my last massage that since I had a 6 month membership they would not charge me anymore. Since I moved out of state and far from a location, I wouldn’t have the ability to use my credits. Well, months later (after a cancellation request and speaking to the manager) I’m still getting charged. Not to mention the 3 months that they charged at one time because my debit card was replaced. Not sure how they even got the new debit card number.

Critical: CommunicationFirst of all, the website is only useful for scheduling. There is not an option to cancel appointments online. I mistakenly scheduled an appt on the wrong date online and had to wait til the next morning to call to cancel it. I meant to schedule for Friday, but realized I had clicked on Thursday, which happened to be the very next day. When I called to cancel the appt at 10:25 am, I was informed that I would still be charged for the appt since they have a 3 hour cancellation policy. My appt was at 1pm. I called 2 hours and 35 minutes prior to the appt… I understand scheduling policies and am not upset about the charge. I am however very disappointed with the lack of customer service at this location and will be sure to avoid scheduling here in the future. As a business offering online scheduling, clients should be given the option to both schedule AND cancel online, especially if there is a charge for cancellations. Again, I understand scheduling policies, but feel like an honorable business would have the policy posted when clients are scheduling for themselves. Furthermore, todays forecast is calling for 5 inches of snow in the Knoxville area. I’m curious as to if I had NOT called to cancel my appt, how long it would have taken for one of the employees to call me to cancel due to inclement weather? I am positive my account would not have been credited $60 for a massage that was missed due to their business having to close! Over the past couple of years I have had to move many appointments due to differing reasons, I have never been offered a cancellation payment. Wonder what’s up with that, massage envy? Can we please be professional?First of all, the website is only useful for scheduling. There is not an option to cancel appointments online. I mistakenly scheduled an appt on the wrong date online and had to wait til the next morning to call to cancel it. I meant to …More

First of all, the website is only useful for scheduling. There is not an option to cancel appointments online. I mistakenly scheduled an appt on the wrong date online and had to wait til the next morning to call to cancel it. I meant to schedule for Friday, but realized I had clicked on Thursday, which happened to be the very next day. When I called to cancel the appt at 10:25 am, I was informed that I would still be charged for the appt since they have a 3 hour cancellation policy. My appt was at 1pm. I called 2 hours and 35 minutes prior to the appt… I understand scheduling policies and am not upset about the charge. I am however very disappointed with the lack of customer service at this location and will be sure to avoid scheduling here in the future. As a business offering online scheduling, clients should be given the option to both schedule AND cancel online, especially if there is a charge for cancellations. Again, I understand scheduling policies, but feel like an honorable business would have the policy posted when clients are scheduling for themselves. Furthermore, todays forecast is calling for 5 inches of snow in the Knoxville area. I’m curious as to if I had NOT called to cancel my appt, how long it would have taken for one of the employees to call me to cancel due to inclement weather? I am positive my account would not have been credited $60 for a massage that was missed due to their business having to close! Over the past couple of years I have had to move many appointments due to differing reasons, I have never been offered a cancellation payment. Wonder what’s up with that, massage envy? Can we please be professional?

Critical: CommunicationI have been trying to have my membership transferred from my previous clinic to this one since December 2020. It is now April 2021. I have NEVER talked to the clinic administrator, Danielle, despite calling repeatedly and being told that multiple notes had been left for her to call me. I have now called corporate to complain as I feel that this is my only unexplored course of action. This is completely unacceptable.I have been trying to have my membership transferred from my previous clinic to this one since December 2020. It is now April 2021. I have NEVER talked to the clinic administrator, Danielle, despite calling repeatedly and being told that …More

I have been trying to have my membership transferred from my previous clinic to this one since December 2020. It is now April 2021. I have NEVER talked to the clinic administrator, Danielle, despite calling repeatedly and being told that multiple notes had been left for her to call me. I have now called corporate to complain as I feel that this is my only unexplored course of action. This is completely unacceptable.