Customer ReviewsforMassage Envy

They charged me for sessions I did not authorize, and when it was explained how their staff made the error, Hayley at the front desk was obscenely rude, unapologetic, and suggested I am should keep the accounting and track of service as opposed to their staff doing their jobs. I am now dealing with physical pain after losing the prenatal massages I came and PREPAID for, was put under undue stress 9 months pregnant, and now need to elevate the issue legally and financially. There was zero attempt made to make good on the error of their staff, and I never approved the charge they put through on the card they required me to keep on file. I feel disgustingly taken advantage of.

Client purchased membership in March pre-paying for 6 sessions, client has come in for 7 sessions out of the 10 appointments that client had scheduled, associates help schedule appointments for client based on needs and membership benefits include that client can choose to have additional services at discounted price. Client has used all benefits that were purchased with membership and services that were received. Tried to discuss with client the multiple appointments that occurred add up to 7 sessions but client is requesting refund of last appointment which was fulfilled by the service provider and the business and will not be refunded.

I went to the Massage Envy, ******** location to receive a facial. After the facial, I realized that the skin on my neck felt irritated, but thought that it would promptly go away. However, the following day, the skin looked as if I had second-degree burns. I realized that I still had my necklace after the facial and the massage on my neck while my necklace was still on might have caused the irritation. Understanding that we all make mistakes, I went to see them to talk about it. The reception was surprising, there was no apology, the manager or owner, as well as the front desk person, got very defensive, developed an attitude, and gave me a little bit of a cream in a container. After this, I decided not to ever go back to this location but changed to the ******* location, 1/2 hour away from my home. I realized this was too far, so I tried to cancel the membership. The ******** location has locked me in for membership since then until December 16th and does not let me get out of it. Not only did they cause physical and emotional damage, but they are still receiving monetary benefits from me. This business is extremely unethical and should be shut down. Thankfully, I have pictures of the burns on the skin of my neck and can pursue legal action after them. In the meantime, they are still charging me for the monthly membership. Outrageous!

We strive to make every experience here the best it can be, and take complaints very seriously. When the client contacted the location on January 24, 2023 and discussed the discomfort they were feeling a licensed esthetician looked at the area deeming that the skin was dry and irritated. Our customized facial service does not include any active ingredients on the neck. All of our protocols, services and products are monitored and in compliance with local, state, and federal regulations. Irritation is not common and the client did state that their necklace may have been the cause. As we have not seen this situation it was agreed that may have been the factor and the client was given complimentary soothing and hydrating products for their use. The client was asked to contact the clinic in the next few days if the irritation did not go away. The client did not reach out to the location that the irritation had not subsided. We regret that the client felt that they no longer wanted to come to our location after receiving regular facials since last year. As the client has still been utilizing their membership benefits monthly at a Massage Envy location, everything is still in congruence with the Wellness Agreement between the client and our business. The client is able to discontinue their membership benefits in accordance with their agreement terms.