Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/15/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Massage Envy has canceled my appointment twice in a row (by text message). They informed me the day of my appointment that the service provider is not available, meanwhile I've had this appointment scheduled for a month. No other provider available. I understandif once but twice to cancelmy appointment? The same thing happened last month. I pay for a monthly membership, and find this extremely unacceptable. When asked to speak to a manager, they informed me that a manager woupd call the next day. I did not receive a call. It's now the third day. My card has been charged for both months but yet no service provided.

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A friend gave me a $65 gift certificate for Massage Envy. I cannot use it because of physical issues. I have tried multiple times to get reimbursed for this, as California states. Every time I'm told lies about why I can't get my money, I'm tired of their deceptive practices and want them to obey California law. The Massage Envy address is: ************************************************. *************)

• Initial Complaint

  Date:03/09/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted ME in early February and requested to have my account closed and membership cancelled. The individual I spoke with confirmed my account was closed and I removed the app from my phone thinking everything was fine. Fast forward to yesterday, I opened my banking app to send a Zelle to my niece and noticed my balance was lower than expected due to the subscription having been taken from my account again. I called ME immediately and asked what happened. I was told I would need to speak to a manager to find out what was going on. I get a phone call the next day from a Lead, and they explain to me that I needed to complete a form to cancel my membership or I could send an email. I became confused, none of this was explained during my initial call in Feb, and the lead was giving me different options that seemed to not even matter if I didnt submit the form. Im not about to go out of my way to submit a form in person to cancel a spa membership that I should be able to cancel electronically or verbally, thats simply ridiculous. As inconvenient as the situation is, I remained calm cause things happen, but then I was told I couldnt transfer my remaining credits (4) at once and would need to wait 30 days and pay a $10 fee. That sent me over the edge and now I want to make sure somebody gets this complaint. With the click to cancel rule Im surprised that I have to even go through so many steps. Especially after being misled into believing that my account was closed and incurring monetary harm as a result. This is definitely not the economy for such mistakes to be happening or for such an inconvenient processes to exist.

• Initial Complaint

  Date:02/26/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They will tell you one thing when getting a membership then not allow you to cancel, will charge your card fraudulently and then once they collect money cancel the membership. ****** the manager at the planattaion location is the ring leader behind the **** with her employees. This business needs to be investigated because many complaints are occurring about the same issue.

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The service at the store is awful. I have been trying to cancel my membership, which I have now achieved. My problem is it takes up toa month to get a massage but upon cancellation I have to use five hours of credits within five weeks or lose them. This is not possibleand an attempt to just steal money.

• Initial Complaint

  Date:01/28/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have over 30 credits with Massage Envy, they will not allow we to freeze my account in order to use up some of my credits instead they want to continue charging me for being able to use my racked up credits. If I cancelled I basically lose my credits and i am only allowed to gift one a month with a fee involved. I dont necessarily want a complete refund but I want a refund of the partial amount, more than half, and cancel my account.

• Initial Complaint

  Date:01/24/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a sea Girt Massage Envy member since moving to *********** 2014 or thereabouts. I moved to ******** in 2018. I will not be returning to the ******** area and have been going to **********. I have asked several times to transfer my membership to Shrewsbury ME and ME Sea Girt has refused. I am being held hostage. I can use shrewsbury but I dont want anything to do with Sea Girt. If I cancel sea girt I lose my accumulated pre paid sessions. On what basis can they do this?

• Initial Complaint

  Date:01/21/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business Information: Massage Envy, *********************************. 1. SYSTEMATIC FAILURE OF STAFF AND MANAGEMENT ACCOUNTABILITY (1) Staff member Krystacha/****: - Claimed to be the manager with statements like "you are speaking to her, and the only one above me will be the district manager" - Made promises about cancellation approval under this claimed authority - When held accountable for these promises, the store suddenly claimed she had no managerial authority - Nobody at the location was willing to honor or take responsibility for her commitments(2)District Manager's Pattern of Unaccountability:- January 12, 2025: District Manager ******* ***** promised in writing: "I will look into this situation, connect with the ************ and either the Durham manager, ****, or I will get back to you by Tuesday morning." - As of January 21, 2025: NINE DAYS OF COMPLETE SILENCE - Even at the highest level of management, promises appear to be meaningless 2. PATTERN OF DECEPTIVE PRACTICES (1) Initial Membership Sign-up:- Staff verbally promised "cancel anytime with just a phone call" - Deliberately omitted mandatory 12-month commitment - Nobody willing to take responsibility for this misrepresentation(2) Cancellation Process Obstruction:- Promised cancellation form never delivered- Multiple instances of contradictory information- Each staff member's promises contradicted by others (3.) Professional Misconduct:- Hostile and aggressive interrogation by front desk staff: "DID YOU CALL OR DID YOU NOT?" "WHEN DID YOU CALL?" "WHO DID YOU SPEAK TO?"- Delivered with hostile tone, no basic courtesy

• Initial Complaint

  Date:01/18/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently got a massage at a massage envy located in tempe, **. As a part of the intake process, I was asked what areas I was comfortable with touch. I asked the front desk agent if indicating I didnt want to be touched in a certain area would not happen if I did not consent to it on the intake form. I was instructed to only select what I was comfortable with. When I was taken back to the massage room the therapist clarified and showed me the diagram I filled in. I indicated I did not want contact in these areas. During the massage, the therapist touched these areas I indicated I didnt want contact with. I realized this just as I was leaving and asked if a manager was there. I was told no but I can call back later. I called the manager and explained the situation. *******, the manager brushed most of my concerns off saying its normal procedure and standard practice to have contact in this area I stated I wasnt comfortable with this and she mainly brushed it off and just offered a free upgrade for next time. I indicated I wouldnt be back and asked if anything else could be done to which she said no. I tried to reach out to corporate and wasnt successful.

• Initial Complaint

  Date:01/14/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business and location: Massage Envy ***************************************************** During my massage (10:30 AM, January 10th), my therapist was not able to apply any pressure at all. His hands were shaking, and it was very apparent from the start that he was experiencing some sort of physical issue with his hands. The entire experience was one of the most uncomfortable experiences of my life. The man essentially just ran his fingers up and down my body lightly for an hour, and rested for minutes at a time. Upon leaving, the women at the desk explained to me that the therapist was dealing with some sort of a medical issue, and was not sure if he would be able to perform his job functions or not. I expressed my opinion that I thought it was unfair that I had to pay $105, when the staff admitted to me that the therapist was physically not able to give a massage.I later submitted a complaint, and did not hear back in the 48 hour timeframe given. I reached out to a manager today (********). She told me that she confirmed that the massage therapist was in fact dealing with two physical issues. The first was that he was recovering from a hand injury that he is in PT for. The second was that he was dealing with a migraine the day of my appointment. She told me that I would have had to stop the service in order for them to issue a refund or credit me for another massage. I said that I wasn't aware of that policy, and she said that they don't tell people about it before their appointments, but that it does exist. I explained that I asked the therapist a few times to increase the pressure if he could, but that I was afraid to become confrontational or leave the appointment (he was a very large man). The manager did not budge, and was very cool an unapologetic about the experience in general. I stated that if I were a woman, they wouldn't question my being afraid to confront the therapist at all, to which she responded coldly to as well.