Massage Envy

Critical: Communication, ProfessionalismI am appalled at the rude and unprofessional customer service I experienced today from Izzy, who says she was the Manager. I called to follow-up on a conversation I had with another associate the previous week regarding freezing my husband’s account for the summer. He has very hectic schedule working in excess of 12 hour days making routine massages impossible during the summer. I explained this situation and she offered to transfer his credits to me and freeze his account until a time when he would be able to begin using his credits again. She told she’d need Manager approval to transfer the credits but that it’s not uncommon to do this since it is within the home location. She said she would get back to me the next day, as well as have the Freeze form sent by email – neither occurred, hence the reason for my call today.When Izzy answered my call she rudely explained that that is not their policy and actually insinuated that I made the story up because no one would have told me that. Are you kidding me??? She then went onto explain that 1) they won’t transfer any credits to my account, and 2) if he decided to use a credit while it was on freeze we would have to pay an additional $20/mo to use the credits he’s ALREADY PAID/EARNED! When I began questioning her on this policy because I wasn’t sure I understood her correctly. She told me I was being rude, and that it wasn’t “her” policy and she wasn’t personally making me pay the fee. OBVIOUSLY! I told her I realized that she is an employee of the company, but I was simply trying to ensure I understood what she was describing. She then hung up on me!!!I called back and asked to speak to the manager, and she said she is the Manager and the only one working today. Right?!?!? Then said, I don’t have to speak to you if you’re going to be rude, and continued by telling me she would just cancel his membership – then apparently proceeded to do so and hung up on me again!I am appalled that someone like this would be employed by Massage Envy and allowed to interact with your long-term customers. Do better Massage Envy!I am appalled at the rude and unprofessional customer service I experienced today from Izzy, who says she was the Manager. I called to follow-up on a conversation I had with another associate the previous week regarding freezing my …More

I am appalled at the rude and unprofessional customer service I experienced today from Izzy, who says she was the Manager. I called to follow-up on a conversation I had with another associate the previous week regarding freezing my husband’s account for the summer. He has very hectic schedule working in excess of 12 hour days making routine massages impossible during the summer. I explained this situation and she offered to transfer his credits to me and freeze his account until a time when he would be able to begin using his credits again. She told she’d need Manager approval to transfer the credits but that it’s not uncommon to do this since it is within the home location. She said she would get back to me the next day, as well as have the Freeze form sent by email – neither occurred, hence the reason for my call today.

Positive: QualityNohemy serviced a 90 min massage for me and let me tell you, it was so healing for me. I truly feel that she did the massage for me, a stranger as if I was family and I really appreciate that. I myself work in the service industry and it means a lot to me too see someone care like I do. She also paid a lot of attention to my legs which i love because I stand all day and also, our legs are what hold us up and walk us through this life. Pay attention to the legs.. lolAnyways, she is amazing.Nohemy serviced a 90 min massage for me and let me tell you, it was so healing for me. I truly feel that she did the massage for me, a stranger as if I was family and I really appreciate that. I myself work in the service industry and it …More

Nohemy serviced a 90 min massage for me and let me tell you, it was so healing for me. I truly feel that she did the massage for me, a stranger as if I was family and I really appreciate that. I myself work in the service industry and it means a lot to me too see someone care like I do. She also paid a lot of attention to my legs which i love because I stand all day and also, our legs are what hold us up and walk us through this life. Pay attention to the legs.. lol