Massage Envy

Critical: Communication, Professionalism, QualityMost ridiculous customer service experience dealing with the scheduling of an appointment. I scheduled an appointment for my mother and she was called and informed that due to heating issues in the building that her appointment was moved to a different location. She was then told to call back and confirm the appointment or she would be charged a cancellation fee to the card on file. Why would a cancellation fee even be mentioned when they are completely relocating you to a different facility?? I understand that circumstances with the heating but it’s wrong to mention a cancellation fee when you are being moved to a new location without haven’t being spoken to! Will not recommend or go back to this place.Most ridiculous customer service experience dealing with the scheduling of an appointment. I scheduled an appointment for my mother and she was called and informed that due to heating issues in the building that her appointment was moved to …More

Most ridiculous customer service experience dealing with the scheduling of an appointment. I scheduled an appointment for my mother and she was called and informed that due to heating issues in the building that her appointment was moved to a different location. She was then told to call back and confirm the appointment or she would be charged a cancellation fee to the card on file. Why would a cancellation fee even be mentioned when they are completely relocating you to a different facility?? I understand that circumstances with the heating but it’s wrong to mention a cancellation fee when you are being moved to a new location without haven’t being spoken to! Will not recommend or go back to this place.

Critical: Communication, ProfessionalismI made an appointment for Sunday at 12pm. I arrive 5minutes early like they asked me to so I could fill out a form. I try to walk in the front and the door is closed. I call them twice, no answer, so I leave a voice-mail. So unprofessional.There is a lady there waiting infront of the door and I start talking to her and she tells me that’s she is actually the massage therapist and tells me they usually open at 11am but it was way past 11. …Luckily she ends up opening the door with her key after struggling for five minutes. I am the only one with her in the whole building which is creepy.First time at Massage envy and last time too….Also, it says 60 minute massage EVERWHERE but it is not, they charge you money for the 10 minutes while you wait for them to come in the room….makes no senseI made an appointment for Sunday at 12pm. I arrive 5minutes early like they asked me to so I could fill out a form. I try to walk in the front and the door is closed. I call them twice, no answer, so I leave a voice-mail. So unprofessional. …More

I made an appointment for Sunday at 12pm. I arrive 5minutes early like they asked me to so I could fill out a form. I try to walk in the front and the door is closed. I call them twice, no answer, so I leave a voice-mail. So unprofessional.

Critical: Professionalism, QualityI have been a member at this location for 10 plus years. I have always been happy until recently. I had a therapist who thought they could diagnose me with a life threatening disease… which I don’t have. I then lost my debit card and missed one month payment in which they didn’t call me for Until a month later. Then I called to cancel my membership and Taylor the manager was extremely rude. The owns are great.. I think they should listen to how she handles members… so loose a member of over 10 years is not good. Oh u will never get in either I had 17 pre paid massages in which I lost… that’s over a $2000 valueI have been a member at this location for 10 plus years. I have always been happy until recently. I had a therapist who thought they could diagnose me with a life threatening disease… which I don’t have. I then lost my debit card and missed …More

I have been a member at this location for 10 plus years. I have always been happy until recently. I had a therapist who thought they could diagnose me with a life threatening disease… which I don’t have. I then lost my debit card and missed one month payment in which they didn’t call me for Until a month later. Then I called to cancel my membership and Taylor the manager was extremely rude. The owns are great.. I think they should listen to how she handles members… so loose a member of over 10 years is not good. Oh u will never get in either I had 17 pre paid massages in which I lost… that’s over a $2000 value

Critical: Communication, Professionalism, QualityI called to book an appointment last week, I received a text message to confirm the appointment. I replied Y to confirm the appointment, a text message about a COVID survey and link was sent. I completed the survey and then a text message that stated: “we can remove your appointment for today but it will be a 50% charge for the same day cancellation.” was sent. I ignored the text message because I had not cancelled the appointment. I received a $60 charge for cancelling the appointment so I called and spoke to Victoria who stated they received an R for rescheduling. I said well I did NOT reschedule and I will be there today at 3pm. I asked that she refund the money and she stated a supervisor will call me back. When the supervisor called me back she argued with me, very unprofessional. She went through explaining the cancellation policy, which I understood, but I am saying I did not cancel. She argued with me and said that I did, and that I should’ve called right away to say that was a mistake. Let’s start with, this would be only my second time receiving a massage with Massage Envy, I am not familiar with all of the inner workings of your establishment, that is for you to know, not the customer. In addition, when I did call and said why am I being charged for an appointment that I am on my way to, never did she tell me that my 3:00 was no longer available. There are many layers here that have given me a negative perspective of your company. 1, if I had never confirmed via text message, would that have cancelled my appointment and also charged me? Why would the customer be expected to be charged and the appointment cancelled based on an automated communication that reads: “we CAN cancel your appointment”? Why would a supervisor at your organization not attempt ALL measures to complete a service recovery? Why would your supervisor argue and over talk a customer? I will make sure that each and every person I make contact with knows of my experience with Massage Envy. This is highly unprofessional and I am disappointed to say the least. I expect a full refund of the fraudulent $60 charge without question.I called to book an appointment last week, I received a text message to confirm the appointment. I replied Y to confirm the appointment, a text message about a COVID survey and link was sent. I completed the survey and then a text message …More

I called to book an appointment last week, I received a text message to confirm the appointment. I replied Y to confirm the appointment, a text message about a COVID survey and link was sent. I completed the survey and then a text message that stated: “we can remove your appointment for today but it will be a 50% charge for the same day cancellation.” was sent. I ignored the text message because I had not cancelled the appointment. I received a $60 charge for cancelling the appointment so I called and spoke to Victoria who stated they received an R for rescheduling. I said well I did NOT reschedule and I will be there today at 3pm. I asked that she refund the money and she stated a supervisor will call me back. When the supervisor called me back she argued with me, very unprofessional. She went through explaining the cancellation policy, which I understood, but I am saying I did not cancel. She argued with me and said that I did, and that I should’ve called right away to say that was a mistake. Let’s start with, this would be only my second time receiving a massage with Massage Envy, I am not familiar with all of the inner workings of your establishment, that is for you to know, not the customer. In addition, when I did call and said why am I being charged for an appointment that I am on my way to, never did she tell me that my 3:00 was no longer available. There are many layers here that have given me a negative perspective of your company. 1, if I had never confirmed via text message, would that have cancelled my appointment and also charged me? Why would the customer be expected to be charged and the appointment cancelled based on an automated communication that reads: “we CAN cancel your appointment”? Why would a supervisor at your organization not attempt ALL measures to complete a service recovery? Why would your supervisor argue and over talk a customer? I will make sure that each and every person I make contact with knows of my experience with Massage Envy. This is highly unprofessional and I am disappointed to say the least. I expect a full refund of the fraudulent $60 charge without question.

Positive: QualityAustin is an amazing massage therapist. He is very knowledgeable and professional! For someone who struggles with extreme muscle tension, his firm pressure was perfect. He focused on all my problems areas. I would recommend him to anyone!

Austin is an amazing massage therapist. He is very knowledgeable and professional! For someone who struggles with extreme muscle tension, his firm pressure was perfect. He focused on all my problems areas. I would recommend him to anyone!

Critical: QualityScheduled a deep tissue massage for severe back and neck pain and tension after a painful start to the week. Therapist I went to originally was not available the day I could come in, so I booked randomly. The therapist barely applied any pressure and did not hit any of my problem areas that were discussed prior. It was awful, more of just a light rub down, and on top of that being 175 dollars plus a tip, I was not allowed to use my 40 dollar promo gift when was told over the phone that it would be accepted. Hard to leave a tip when left feeling worse than when I arrived. I have honestly had a better massage at the Asian massage parlor down the street for 28.00, and I am not at all a complainer. Had such an amazing experience with Rob at mount prospect over the summer so thought this would be just as helpful, but nowhere near. Next time, I know to book with him! I’m so sad leaving and wasting my whole gift certificate that was so thoughtfully given by my brother who knows I’m in so much pain.Scheduled a deep tissue massage for severe back and neck pain and tension after a painful start to the week. Therapist I went to originally was not available the day I could come in, so I booked randomly. The therapist barely applied any …More

Scheduled a deep tissue massage for severe back and neck pain and tension after a painful start to the week. Therapist I went to originally was not available the day I could come in, so I booked randomly. The therapist barely applied any pressure and did not hit any of my problem areas that were discussed prior. It was awful, more of just a light rub down, and on top of that being 175 dollars plus a tip, I was not allowed to use my 40 dollar promo gift when was told over the phone that it would be accepted. Hard to leave a tip when left feeling worse than when I arrived. I have honestly had a better massage at the Asian massage parlor down the street for 28.00, and I am not at all a complainer. Had such an amazing experience with Rob at mount prospect over the summer so thought this would be just as helpful, but nowhere near. Next time, I know to book with him! I’m so sad leaving and wasting my whole gift certificate that was so thoughtfully given by my brother who knows I’m in so much pain.