The worst qualified massage therapist ever. Untrained in muscular skeletal system with no understanding of disc bulge or degenerative disks. I am pursuing legal action as the pain inflicted has not gone away yet.

I had a massage last month and enjoyed it, although the lady at the front desk afterward was extremely pushy about buying a membership; I felt like I was being pursued by a used car salesman, I scheduled another massage and was not informed that my card information would be kept on file nor was I informed of their cancellation policy which is if you do not cancel within 24 hrs, you will be charged.

I did not get a reminder call as I was told I would receive and had to leave town to go across the state due to an extreme family emergency. When returning home and checking my bank statement online I noticed I had a fairly large charge from them. I called and was told I was charged for my appointment and also for my sisters appointment because they made a mistake and had my card information down for both. Even though they admit they charged my incorrectly, they will not credit my account nor is there ever a manager available to speak with. They have now been forwarding my calls to the answering machine when my number shows up on the caller id. Real professional. Unfortunately it has come down to going to corporate and inquiring with an attorney about this whole matter which could be resolved with them simply returning a phone call.

I went into the store with a friend of mine for a first time massage with them. The massage was very good, I was so relaxed. When I went to leave, the sales person tried to sell me a massage package. When I asked her to explain it to me, she told that me I could get the next massages at a reduced rate, so I signed up for 6-month package. I was very, very clear with the sales person that I would not do it if they were going to gake money out of my account, or charge me in advance. She told me flat out, "NO, we won't take money out of your accout, or charge you ahead of time."

GUESS WHAT? THEY LIED! When I called them to find out what happened, they told me that I had signed a contract and I could not get a refund or get a cancellation from the contract. I called them three times, they never got back to me, so I went into the store, and they said the same thing to me. "No, you signed a contract".

NOW I'M FURIOUS...I will never walk into that store again, and I will tell all of my friends they are liars and cheaters.

I really never nor do I like to complain about individuals however, today I had a hot stone massage and was very upset when I left. When I phoned to schedule my appointment I told the woman that I had a gift certificate which included the massage, gratuity and tip. This was a gift I received from my husband for my birthday. I have had a few massages in the past at Massage Envy. When I arrived at 1:00 p.m. for my appointment I was greeted by the front desk whom informed me that he would be right with me. Three other clients came in and were escorted to the waiting area before me. As I sat waiting, the receptionist announced he was having trouble finding my chart. I again informed him about my gift card and spelled my name to assist him. Twenty minutes later my massage began. After which I went up front with my card to pay. [Name Removed] ran the gift card and said there is only $105.00 on the card. Ok. You owe another $33.78. I informed him the card was a gift and should include everything as it states on the card. He said “not since you’ve been here before”. I didn’t understand this. There was more than one occasion to let me know I would be paying additionally for the massage. Feeling duped, I asked if they informed my husband when he bought it for me that it would not cover the entire cost. [Name Removed] replied with a smug, I’m sure they did”. After a rather rude discussion through [Name Removed]I said, “Okay, I will pay the additional fee however I will never come back here again”. [Name Removed] replied with “Okay, that’s fine”.

Please know that there was no raising of our voices. The conversation was calm and disappointing on my part for a few reasons. Specifically:

1) My husband would have never purchased a massage for me that didn’t actually cover the cost of it. I don’t believe he was informed by the seller during the actual purchase. In the future, it would be good practice to ask the purchaser who the gift is for, and then inform them of the actual cost so that it can be paid.
2) As a customer/client I did not feel [Name Removed]provided me with fair customer service. He was very arrogant and treated me as if I was unimportant by saying it was “Okay, that’s fine” if I never patronage there again. The amount of money is minimal ($33.78). It’s the reputation that he should be concerned of. Surely he knows that no one should be treated as if their business is unwanted or unneeded. Word of mouth spreads very fast. Had he simply offered a “sorry for the misunderstanding” I would not have been so disappointed with the issue.

Today’s visit brings up another issue I had. Last year I purchased a gift card for my mother, who had never been to Massage Envy before. She stated that she had to pay an additional fee upon leaving too because the cost of the 60 minute massage had gone up since I purchased the card. I bought it weeks earlier. Originally my mother didn’t mention it to me until I pointed out that I liked being able to treat her and cover the costs for the massage, tip and tax as a gift. This was embarrassing to me as I gave her a “gift” and then she had to pay for it. Is this normal practice? I understand the use of expiration dates. However, I feel that if a person is buying a specific massage package the cost shouldn’t fluctuate after which. That doesn’t seem fair at all. There are plenty of other nice professional places to get a massage, and I suggest you go there!!! I would NEVER recommend anyone to Massage Envy.

I also sent a copy of this to the Massage Envy corporate office requesting an explanation. I have yet to receive a response.

I had a similar complaint to the one posted by the lady from Naperville, Il
My husband purchased a 1 hour massage gift certificate for me over the holidays last year. At that time the going rate was $39 for the hour massage, based on being a first-time customer. GREAT RIGHT? There was no set of written rules, exclusions or expiration date attached. I went in this past Sunday to get my hour massage and when I handed the receptionist my gift card she said that I owed $10 because the current introductory rate had gone up to $49. I tried to reason with her and was very clear about this not being very "kosher" No luck. I could have made a real scene but I paid the extra and walked. I will call the corporate office.