Massage Envy

Critical: Communication, Professionalism, QualityMy significant other and I have been members here for over two years. We get couples massages once per month to help with health conditions. We had used the same therapists for two years as well. This location has had a massive turnover in staff due to their policies, a change in ownership, and management. None of this is for the better. In fact the massage therapist I had for two years left.We are routinely contacted and the person contacting us thinks they have the other person on the account. We have asked to NOT receive calls and only receive texts as we are rarely able to answer. They have refused to honor this.Appointments for August through December were booked on July 18th. We have tried to book into next year, but are routinely told one of the therapist’s schedules keeps changing due to her children’s schedules. The staff alluded to having to reschedule additional appointments and stated they would notify us well in advance if this was necessary. We received a call to reschedule September’s appointment on 8/7.Today (10/6) my SO received a call that our appointment on 10/10 must be moved. These are not due to emergencies, but rather to poor management of schedules by the therapist in her personal life and the management of this location.I have not been contacted regarding this. The staff waits to contact us about moving an appointment so that we have to schedule for LATER dates. Again these massages are for health reasons and scheduled right at a month apart as too long between sessions is not beneficial to us.My significant other and I have been members here for over two years. We get couples massages once per month to help with health conditions. We had used the same therapists for two years as well. This location has had a massive turnover …More

My significant other and I have been members here for over two years. We get couples massages once per month to help with health conditions. We had used the same therapists for two years as well. This location has had a massive turnover in staff due to their policies, a change in ownership, and management. None of this is for the better. In fact the massage therapist I had for two years left.

Critical: Communication, Professionalism, QualityI have given this particular location several tries since it opened over the last few years. My husband and I even had a membership at one point in time in the beginning. When this location first opened, customer service and the quality of the masseuses was great. However, the last three times, I’ve had less than professional customer service related to both scheduling, communication and massage quality. I really think there needs to be more training in the customer service department and selection of masseuses. That way, so many of the problems I’ve encountered could have been easily avoided. On one occasion this past year, I asked for a masseuse who did medium to deep pressure. They assigned me with someone who gave me a massage that was way too light. I don’t think I can even call it a massage. It was pretty bad. I had to keep asking him to increase the pressure and he finally replied with, “I give light massages.” I scheduled a massage for Saturday, 1-23-21. I asked for the same medium to deep pressure massage. They said, “Ok, you’ll have Jennifer at 3:30.” Perfect. I got there and the same person who gave me the light massage last time walked out. I addressed this with the young lady at the front desk immediately. She said she was sorry and the person they scheduled me with wasn’t even there! She explained that there were a lot of new ladies they had just hired at the front desk and that’s probably why the mistake was made. My massage had to be cancelled and all that was offered to remedy the situation was an attempt to call me if a spot opened up. I’ve heard nothing. It’s hardly an appropriate remedy for me taking the time to get ready, time spent driving to and from, rearranging my schedule on a Saturday, filling out paperwork and waiting in the waiting room. Super disappointed in this particular franchise’s ability to properly educate and train their front desk staff as well as provide consistent service in regards to their masseuses. I can’t even bring myself to call and make another appointment at this location. Waste of time and money…on many separate occasions. Mistakes happen, I get that. But when they keep happening in the same areas, something different needs to be done by management to address the issues.I have given this particular location several tries since it opened over the last few years. My husband and I even had a membership at one point in time in the beginning. When this location first opened, customer service and the quality of …More

I have given this particular location several tries since it opened over the last few years. My husband and I even had a membership at one point in time in the beginning. When this location first opened, customer service and the quality of the masseuses was great. However, the last three times, I’ve had less than professional customer service related to both scheduling, communication and massage quality. I really think there needs to be more training in the customer service department and selection of masseuses. That way, so many of the problems I’ve encountered could have been easily avoided. On one occasion this past year, I asked for a masseuse who did medium to deep pressure. They assigned me with someone who gave me a massage that was way too light. I don’t think I can even call it a massage. It was pretty bad. I had to keep asking him to increase the pressure and he finally replied with, “I give light massages.” I scheduled a massage for Saturday, 1-23-21. I asked for the same medium to deep pressure massage. They said, “Ok, you’ll have Jennifer at 3:30.” Perfect. I got there and the same person who gave me the light massage last time walked out. I addressed this with the young lady at the front desk immediately. She said she was sorry and the person they scheduled me with wasn’t even there! She explained that there were a lot of new ladies they had just hired at the front desk and that’s probably why the mistake was made. My massage had to be cancelled and all that was offered to remedy the situation was an attempt to call me if a spot opened up. I’ve heard nothing. It’s hardly an appropriate remedy for me taking the time to get ready, time spent driving to and from, rearranging my schedule on a Saturday, filling out paperwork and waiting in the waiting room. Super disappointed in this particular franchise’s ability to properly educate and train their front desk staff as well as provide consistent service in regards to their masseuses. I can’t even bring myself to call and make another appointment at this location. Waste of time and money…on many separate occasions. Mistakes happen, I get that. But when they keep happening in the same areas, something different needs to be done by management to address the issues.

Critical: Communication, Professionalism, QualityThree out of my last four appointments have been canceled last minute after I have confirmed them and fill out the appropriate Covid consents. They have a policy that members are financially responsible if canceling within the 24 hour. But all three cancellations they have made of my appointments have been within that window. They never have appointments available soon afterwards and have to push me back weeks to fill my time availability (which is why I scheduled them months in advance) very disappointed with being a multiple year member that this is the customer service they are giving. I have reached out on the corporate level as well but very hard to get in touch with anyone outside of sending an email that has not had a response other than they will get back to me as soon as They can****EDIT***After posting poor reviews on both Google and yelp as well as sending emails to corporate they did reschedule my appointment for the day I was wanting just not the exact time frame. It is still sad that it has to go through this many steps to get any type of customer service. I will still be going farther to see how this can be resolved in the future because I do enjoy being a member I just want to be treated fairly.Three out of my last four appointments have been canceled last minute after I have confirmed them and fill out the appropriate Covid consents. They have a policy that members are financially responsible if canceling within the 24 hour. But …More

Three out of my last four appointments have been canceled last minute after I have confirmed them and fill out the appropriate Covid consents. They have a policy that members are financially responsible if canceling within the 24 hour. But all three cancellations they have made of my appointments have been within that window. They never have appointments available soon afterwards and have to push me back weeks to fill my time availability (which is why I scheduled them months in advance) very disappointed with being a multiple year member that this is the customer service they are giving. I have reached out on the corporate level as well but very hard to get in touch with anyone outside of sending an email that has not had a response other than they will get back to me as soon as They can