Massage Envy

Critical: Communication, ProfessionalismFirst of all, I’ve been a member for several years now. The front desk staff have been mostly wonderful and accommodating, the massage therapists are great (I see Pam regularly), and I’ve had one or 2 facials. With the current price increase, I can no longer afford my membership and it’s been more and more difficult to schedule with my preferred therapist, so I have been trying for 1 month now to cancel membership. I was told it takes 10 days to process, so I made my first inquiry Dec 29, 2021, and was told I needed to speak with the manager and left my name and number. I did not receive a call, so I called again on Jan 12, 2022. The manager again was not available, so I left another message. Called again on Jan 13–still no manager, but the staff member took my email address and said she would email me the forms. Fast forward to Jan. 17 and I called again and was put on hold. Waited for about 10 minutes and finally spoke with the manager who said she emailed me the forms and didn’t receive my request yet. I never received the cancellation form–even checked my spam folder–so the manager said she would go ahead and process my cancellation. Ok, good. I also got a call from Kevin the owner a few minutes after my call with the manager. I told him that the manager took care of everything. Well, it’s Jan 29, 2022, and my credit card has been charged again for another month. I called and spoke with a very helpful staff member who said that my cancellation never went through, so she said that the manager would call me as soon as she gets to work today. I did ask if I have an email on file and was told that I do not. How could the manager or anyone else have emailed me if I have no email on file? I could continue with more details, but I’m too angry at this point. Stay away from membership. It’s a nasty trap.First of all, I’ve been a member for several years now. The front desk staff have been mostly wonderful and accommodating, the massage therapists are great (I see Pam regularly), and I’ve had one or 2 facials. With the current price …More

First of all, I’ve been a member for several years now. The front desk staff have been mostly wonderful and accommodating, the massage therapists are great (I see Pam regularly), and I’ve had one or 2 facials. With the current price increase, I can no longer afford my membership and it’s been more and more difficult to schedule with my preferred therapist, so I have been trying for 1 month now to cancel membership. I was told it takes 10 days to process, so I made my first inquiry Dec 29, 2021, and was told I needed to speak with the manager and left my name and number. I did not receive a call, so I called again on Jan 12, 2022. The manager again was not available, so I left another message. Called again on Jan 13–still no manager, but the staff member took my email address and said she would email me the forms. Fast forward to Jan. 17 and I called again and was put on hold. Waited for about 10 minutes and finally spoke with the manager who said she emailed me the forms and didn’t receive my request yet. I never received the cancellation form–even checked my spam folder–so the manager said she would go ahead and process my cancellation. Ok, good. I also got a call from Kevin the owner a few minutes after my call with the manager. I told him that the manager took care of everything. Well, it’s Jan 29, 2022, and my credit card has been charged again for another month. I called and spoke with a very helpful staff member who said that my cancellation never went through, so she said that the manager would call me as soon as she gets to work today. I did ask if I have an email on file and was told that I do not. How could the manager or anyone else have emailed me if I have no email on file? I could continue with more details, but I’m too angry at this point. Stay away from membership. It’s a nasty trap.

Critical: CommunicationI scheduled a massage for 8/27 via the app. When I arrived, neither the front desk team member nor the massage therapist were masked. I asked if my therapist was vaccinated; she was not. I said I can’t get the massage then. The manager said this meant I would be fully charged despite the fact that there is no communication on the app or otherwise about safety. With the Delta surge, this is an irresponsible approach for a company that is supposedly about wellness and corporate should do a better job with protocols for franchisees.I scheduled a massage for 8/27 via the app. When I arrived, neither the front desk team member nor the massage therapist were masked. I asked if my therapist was vaccinated; she was not. I said I can’t get the massage then. The manager …More

I scheduled a massage for 8/27 via the app. When I arrived, neither the front desk team member nor the massage therapist were masked. I asked if my therapist was vaccinated; she was not. I said I can’t get the massage then. The manager said this meant I would be fully charged despite the fact that there is no communication on the app or otherwise about safety. With the Delta surge, this is an irresponsible approach for a company that is supposedly about wellness and corporate should do a better job with protocols for franchisees.

Positive: Professionalism, QualityI just went here for the first time yesterday and Robert was my masseuse. I thought that they were taking every precaution to keep clients safe during the pandemic and everyone at the front desk was friendly and helpful and made me feel welcome. Robert was phenomenal at what he does and really took the time and care to make sure I got the most out of my appointment and made sure to take my comfort and safety into consideration. Robert even explained a lot of things and answered all of my many questions. Top notch service all around and I will most certainly be back again! Still feeling rested and relaxed today! I did see some comments about being pitched a membership for future visits and this being a negative experience. I was gently pitched a membership, but in to way did I feel overly pressured or put on the spot and I was able to say I was not ready to sign up today and that was the end of the conversation. I have worked many places where actively encouraging memberships or services was part of the job, and this seemed to different. Totally respectful and I am interested in the membership I just can not bank on my economic stability so am unable to commit at the moment. Again all around top notch service from everyone, and that is the only reason I am taking the time to write a review! Thank you Robert and thank you to all the helpful staff.I just went here for the first time yesterday and Robert was my masseuse. I thought that they were taking every precaution to keep clients safe during the pandemic and everyone at the front desk was friendly and helpful and made me feel …More

I just went here for the first time yesterday and Robert was my masseuse. I thought that they were taking every precaution to keep clients safe during the pandemic and everyone at the front desk was friendly and helpful and made me feel welcome. Robert was phenomenal at what he does and really took the time and care to make sure I got the most out of my appointment and made sure to take my comfort and safety into consideration. Robert even explained a lot of things and answered all of my many questions. Top notch service all around and I will most certainly be back again! Still feeling rested and relaxed today! I did see some comments about being pitched a membership for future visits and this being a negative experience. I was gently pitched a membership, but in to way did I feel overly pressured or put on the spot and I was able to say I was not ready to sign up today and that was the end of the conversation. I have worked many places where actively encouraging memberships or services was part of the job, and this seemed to different. Totally respectful and I am interested in the membership I just can not bank on my economic stability so am unable to commit at the moment. Again all around top notch service from everyone, and that is the only reason I am taking the time to write a review! Thank you Robert and thank you to all the helpful staff.