Massage Envy

Critical: Communication, Professionalism, QualityI have tried Massage Envy a handful of times with hopes that my bad experience was a fluke. I used to be a member but cancelled my membership due to the poor experiences I have had. I have had one masseuse who was more concerned about talking on her phone then providing the service I paid for, my 60 minute massage was less than 45 minutes. Upon complaining to the manager I was told I would be given a massage credit, that I never received. I was given a gift card by a friend and my masseuse was doing a great job but had to stop and run out 2 times to vomit and no apology or discount was given. No offer for someone new. I went in today because I was having severe muscle spasms and back pain and couldn’t get in anywhere else, so I scheduled an appointment. After my mediocre massage that was again not the full time, I was charged more than double because I was no longer a member. $115 for not even the agreed 60 minute massage is absurd and robbery. I gave ample opportunity for this company to prove their services were worth anything and I was continuously disappointed. I will not be back ever again and most definitely don’t recommend them. Huge disappointment!I have tried Massage Envy a handful of times with hopes that my bad experience was a fluke. I used to be a member but cancelled my membership due to the poor experiences I have had. I have had one masseuse who was more concerned about …More

I have tried Massage Envy a handful of times with hopes that my bad experience was a fluke. I used to be a member but cancelled my membership due to the poor experiences I have had. I have had one masseuse who was more concerned about talking on her phone then providing the service I paid for, my 60 minute massage was less than 45 minutes. Upon complaining to the manager I was told I would be given a massage credit, that I never received. I was given a gift card by a friend and my masseuse was doing a great job but had to stop and run out 2 times to vomit and no apology or discount was given. No offer for someone new. I went in today because I was having severe muscle spasms and back pain and couldn’t get in anywhere else, so I scheduled an appointment. After my mediocre massage that was again not the full time, I was charged more than double because I was no longer a member. $115 for not even the agreed 60 minute massage is absurd and robbery. I gave ample opportunity for this company to prove their services were worth anything and I was continuously disappointed. I will not be back ever again and most definitely don’t recommend them. Huge disappointment!

Critical: Communication, ProfessionalismBeware of credit card charges; I cancelled membership due to pandemic, after several years and thousands of dollars – and then charges start again and new manager refuses to honor cancellation before her time. Owner won’t return calls. So disappointed after all the years. Nice staff and some good therapists, but management is lacking.Owner called a few days later, credited my account and apologized for his employees’ behavior. Credit due to him for stepping up.Beware of credit card charges; I cancelled membership due to pandemic, after several years and thousands of dollars – and then charges start again and new manager refuses to honor cancellation before her time. Owner won’t return calls. So …More

Beware of credit card charges; I cancelled membership due to pandemic, after several years and thousands of dollars – and then charges start again and new manager refuses to honor cancellation before her time. Owner won’t return calls. So disappointed after all the years. Nice staff and some good therapists, but management is lacking.

Critical: Communication, ProfessionalismI, too, have had a horrible experience at the Coppell, TX location. I’m on my fifth therapist since I joined 18 months ago because none of them (ok, 4 out of the 5) have remained employed. This makes continuity of care (when you have a medical issue, which I do and was clear about when I joined) a real problem. Today I tried to put my account on a “firm hold,” which although I never have before, used to be offered. It’s where you can suspend monthly charges but are not able to use any services while charges are suspended. Nope! They won’t let me yet they have only 4 therapists on staff, making scheduling a nightmare and certainly not the “flexible experience” they advertise. Their online scheduling has never worked (which I’ve brought to their attention multiple times and they’ve just said, “not a problem, just call us to schedule!). I’ve now accrued 9.5 hours of massage credit as a therapist flared up my medical condition and my doctor directed me not to go for a few months. When I initially went in to talk with them about the situation, the “manager on duty” said she thought a certain therapist would be a good fit for my medical condition and I should try her and if it didn’t work out they would let me terminate my contract. Today I tried to put my account on hold as my mother was diagnosed with cancer on 30 December and is going in for surgery and I will be her primary caregiver. I cannot be going to a literal hands-on-body place for two months as I can’t expose her to germs while she recovers. Instead of doing the humane thing and putting my account on hold for two months while my mother recovers (again, I wasn’t asking for a refund for my earned visits!), the “best” the manager could do is let me pay $20/month to temporarily suspend my account (and not use or let anyone else use any of my earned credits). I told her that another manager offered to let me end my contract and I would like to do that. I wasn’t surprised when today’s “manager” told me that the person I spoke to a few months ago was no longer with the company (yet another person who left). She then said that person wasn’t even a manager. Since the previous “manager” wasn’t a “manager,” how do I know that the person I spoke to today IS A or THE manager? Also, today’s manager wouldn’t give me her last name (which I asked for so I could provide to the Corporate Office when I call them). She said she would include it in the follow-up email she’d send me (which she has yet to send, even though it’s been 5.5 hours since I was at their office). The email I’m awaiting is confirmation that my account has been suspended (yes, with the $20/month fee) so I don’t accrue more sessions while I’m out of state. To add insult to injury, when I got home I received a text from their location stating, “Great news! I have (yet another) credit in my account.” And sure enough, my credit card has been charged another $65. All I asked for is for Massage Envy to put my account on hold for two months while I’m in Florida taking care of my mother. Upon my return I’d pay the $20/month to keep the account active and use my remaining 9.5 hours. Forty bucks, that’s it! Oh wait, I did ask for one more thing: an additional month (so 3 vs. 2) to use the 9.5 hours I’ve accrued as per my doctor, I am not able to have more than one massage a week given my medical condition (it will flare it up). Note I did not sign-up to become a member until after I made sure that they had a therapist on staff who could treat my specific condition. They did. And he did (with wonderful results). Until he left the company a month later. Given the huge turnover in this location’s staff, the lack of continuity in care from what is a human health service provider, the fact that the nation is in the middle of an actual pandemic and people are dying from personal contact, even those that do have a pre-existing condition such as cancer, I am disgusted at the manager’s refusal to show empathy and suspend my account temporarily with no charge. If you live in DFW, you have been forewarned….I, too, have had a horrible experience at the Coppell, TX location. I’m on my fifth therapist since I joined 18 months ago because none of them (ok, 4 out of the 5) have remained employed. This makes continuity of care (when you have a …More

I, too, have had a horrible experience at the Coppell, TX location. I’m on my fifth therapist since I joined 18 months ago because none of them (ok, 4 out of the 5) have remained employed. This makes continuity of care (when you have a medical issue, which I do and was clear about when I joined) a real problem. Today I tried to put my account on a “firm hold,” which although I never have before, used to be offered. It’s where you can suspend monthly charges but are not able to use any services while charges are suspended. Nope! They won’t let me yet they have only 4 therapists on staff, making scheduling a nightmare and certainly not the “flexible experience” they advertise. Their online scheduling has never worked (which I’ve brought to their attention multiple times and they’ve just said, “not a problem, just call us to schedule!). I’ve now accrued 9.5 hours of massage credit as a therapist flared up my medical condition and my doctor directed me not to go for a few months. When I initially went in to talk with them about the situation, the “manager on duty” said she thought a certain therapist would be a good fit for my medical condition and I should try her and if it didn’t work out they would let me terminate my contract. Today I tried to put my account on hold as my mother was diagnosed with cancer on 30 December and is going in for surgery and I will be her primary caregiver. I cannot be going to a literal hands-on-body place for two months as I can’t expose her to germs while she recovers. Instead of doing the humane thing and putting my account on hold for two months while my mother recovers (again, I wasn’t asking for a refund for my earned visits!), the “best” the manager could do is let me pay $20/month to temporarily suspend my account (and not use or let anyone else use any of my earned credits). I told her that another manager offered to let me end my contract and I would like to do that. I wasn’t surprised when today’s “manager” told me that the person I spoke to a few months ago was no longer with the company (yet another person who left). She then said that person wasn’t even a manager. Since the previous “manager” wasn’t a “manager,” how do I know that the person I spoke to today IS A or THE manager? Also, today’s manager wouldn’t give me her last name (which I asked for so I could provide to the Corporate Office when I call them). She said she would include it in the follow-up email she’d send me (which she has yet to send, even though it’s been 5.5 hours since I was at their office). The email I’m awaiting is confirmation that my account has been suspended (yes, with the $20/month fee) so I don’t accrue more sessions while I’m out of state. To add insult to injury, when I got home I received a text from their location stating, “Great news! I have (yet another) credit in my account.” And sure enough, my credit card has been charged another $65. All I asked for is for Massage Envy to put my account on hold for two months while I’m in Florida taking care of my mother. Upon my return I’d pay the $20/month to keep the account active and use my remaining 9.5 hours. Forty bucks, that’s it! Oh wait, I did ask for one more thing: an additional month (so 3 vs. 2) to use the 9.5 hours I’ve accrued as per my doctor, I am not able to have more than one massage a week given my medical condition (it will flare it up). Note I did not sign-up to become a member until after I made sure that they had a therapist on staff who could treat my specific condition. They did. And he did (with wonderful results). Until he left the company a month later. Given the huge turnover in this location’s staff, the lack of continuity in care from what is a human health service provider, the fact that the nation is in the middle of an actual pandemic and people are dying from personal contact, even those that do have a pre-existing condition such as cancer, I am disgusted at the manager’s refusal to show empathy and suspend my account temporarily with no charge. If you live in DFW, you have been forewarned….