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Business Profile

Massage Therapist

Massage Envy

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Massage Therapist.

Complaints

Customer Complaints Summary

  • 10 total complaints in the last 3 years.
  • 6 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/05/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    October 3rd, I signed up for a facial treatment for a dark spot removal and had a consultation for that service. I was told during the consultation that I was in the right place for my desire ********** first appointment was October 23, and this was due to the company availability. during my visit and after my visit I was told that the dark spot on my face needed a laser treatment. I requested a refund. I was given Cancellation form to filled out and was told the manager will make sure that my cancellation is processed. on March 4th I realize I was still being charged for the services that was to be cancelled back in October 2024. I am demanding a full refund.

    Business Response

    Date: 03/05/2025

    Apparently you spoke with my manager ***** yesterday.  You said you cancelled in October, however we do not have any documentation from you. If you can provide the documentation showing you cancelled in October, then we can refund.  Otherwise, it sounds like you filled that out today.  I consider this case closed

  • Initial Complaint

    Date:09/10/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 cancelled the last 2 of 3 appointment and cannot produce a therapist in the time frames I have available which is contrary to what I was told before signing up for their membership at $70 per month. I requested a cancellation due to breach of contract and they declined. It's amazing to me that this company is still in business considering how they treat their customers and the lack of talent they hire. I want the membership cancelled so that I am not forced to deal with this business or loose $70 a month.

    Business Response

    Date: 09/11/2024

    This client is a member at the ************************************** in ************, ********  All my locations are in the state of **********  There is no evidence that the client has contact or ever been to my location in **********  All appointments are at the aforementioned location.

  • Initial Complaint

    Date:08/26/2024

    Type:Product Issues
    Status:
    Resolved
    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.
    This complaint is specifically for the Massage Envy in *****, ***** August 2020, I stopped at the ***** location to get a massage. I liked the service and decided to sign up for a subscription plan that they had to offer. Unfortunately, in January 2021, I was taken away on Military orders and would no longer be able to receive any massage services. When I called, I requested that my services be canceled since I could no longer attend. I filled out the paperwork sent to me, and I went on about my life, believing that the situation had been resolved.To my surprise, on August 16th, 2024, I received a text from Massage Envy informing me of an issue with my monthly payment and to call as soon as possible to alleviate any problems. I needed clarification, considering I had not visited the location since 2020 and called to let them know that I had canceled my subscription 4 years ago and shouldn't have been getting charged for ANY services. After speaking with a manager, she informed me that I had been getting charged $80 a month since I signed up for the service and had 44 unused massage credits... To put that into perspective, that is equivalent to 44 months of unused massages or just over 3 1/2 YEARS! That is $3,520. She let me know, but I could not get a refund for any of it. However, I can cancel my membership and use all 44 credits within 60 days of cancellation. That is insane to me. Even if I were interested in using 44 massage credits, I would have to get a massage almost every other day to use the credits up before they expire.

    Business Response

    Date: 08/26/2024

    This is the second message Ive received from this customer. They are complaint is for the city of **** in ********. This is the Better Business Bureau of ********* and the Dakotas. She has never stepped foot in our location less be a member. As her message states. Please close this and I do not consider it an issue moving forward.

    Customer Answer

    Date: 08/27/2024

     Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********. This complaint is to the ***** location in ********.

  • Initial Complaint

    Date:07/10/2024

    Type:Product Issues
    Status:
    Answered
    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 had been a customer with ********************** as well as purchasing a monthly membership for my mother *****************************. The merchant was very friendly when I set-up the monthly membership accounts. My mother's account had gone unused for the past 9 monthly massages due to terrible back pain issues as my mother was unable to use the membership. As soon as I realized this I reached out to the merchant in June 2024 and requested options including either a transfer of credits to another person or a refund completely. I was given the run-around by the customer service assistant manager for a few weeks until I finally got so frustrated I cancelled the account completely on 6/17/2024. I'm requesting a full refund of my 9 unused monthly membership charges as the merchant was very unhelpful during this process in examining other options completely. I know that in the past this merchant has fully credited members back in the past so they just want to be greedy and unprofessional with me for some reason which I don't appreciate.

    Business Response

    Date: 07/10/2024

    I certainly sympathize with your mothers situation. If you had contacted us earlier, we could have frozen the account or done the freeze plus option, but not informing us does not make us bad people that we will not refund the membership. You have canceled the membership and have two months to use, the accrued services within the framework of the rules of the agreement that you signed. Wishing your mother well. 

  • Initial Complaint

    Date:06/22/2024

    Type:Product Issues
    Status:
    Answered
    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.
    For a week Ive been calling to request membership cancellation including an in person request at the Massage Envy in ******************. No manager is ever available and no one can help. Im to receive an email with a cancellation form that never comes though they have my correct email address and phone numbers and more. If they continue to charge me for a membership Ill feel the need to retain my attorney. I can no longer afford this service and contacted them well within their required timeframe with no results.

    Business Response

    Date: 06/22/2024

    This complaints specifically states that she went into the Massage Envy in ******************.   I am in ***********, *********. You clearly have sent this in error.

  • Initial Complaint

    Date:05/22/2023

    Type:Product Issues
    Status:
    Answered
    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 joined Massage Envy ***********, ********* ** on 10/5/2020. Soon after joining their monthly plan, it became more and more difficult to make massage appointments. The monthly plan soon became worthless as I could never get in. After trying over and over, I gave up and requested to cancel my membership in late 2021. The clerk never mentioned a "cancellation form" nor is there any mechanism for cancelling on the Massage Envy website. To my surprise, Massage Envy has been charging me the monthly membership fee each month all along. I just spoke with a rep and he insists there is a cancellation form I need to fill out. He promised me he would email me the form of which I have yet to receive.

    Business Response

    Date: 05/22/2023

    Hello,

    You have contacted our clinic in error.  You need to reach out to the ***** Hills location where he has his membership thru. 

    Thank you,

    Massage Envy of *********** 

  • Initial Complaint

    Date:05/04/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 member for many years. Due to COVID (beginning in 2020), I was not able to go in for massages until my doctor ****** it in April of 2023. I was put on a medical freeze during that time and was refunded for some payments that were incorrectly charged to me during the freeze period.Before 2020, I had a large credit for massages I had paid for but hadn't received. Now that I'm able to return to Massage Envy, I'm unable to schedule an appointment because there are no available appointments for 2 months, and there is no opportunity to schedule after that time. In the meantime, I'm being charged $85 a month for a service they cannot provide. I've been on a waiting list since April because of my flexible schedule but have never been contacted about an available appointment. I've been working with the manager on this for quite some time. The bottom line is that they have my taken my payments and aren't able to provide the service I paid for. In addition, if I terminate my contract, I only have 2 months to use up all my credit sessions. If there are no appointments available for two months, then I would just lose the money I've built up with session credits. In addition, I shouldn't have to check with them every day to schedule an appointment. I've tried to schedule appointments at other Massage Envy locations, but they are experiencing the same issues. Their business practices are unconscionable and constitute a good faith violation of my membership contract. I'm requesting to be refunded for all of the sessions I have paid for and not received.

    Business Response

    Date: 05/05/2023

    We have been working with ***************************************, and she has not addressed this topic with any of our staff.  If she would have come to **, we would have booked appointments for her.  I have contacted ****************** to discuss extending her freeze plus that we had her on before and several other options, including a cancellation where we allow her additional time to use up her credits.    I am just waiting on a response from ****************** as to resolve this situation.  I am more than happy to resolve this issue with her either via phone or email.

    Thank you. 

     

    *********************

    Clinic Manager 

    Massage Envy of *********** 

  • Initial Complaint

    Date:03/15/2023

    Type:Billing Issues
    Status:
    Answered
    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 had a membership at Massage Envy for about 15 years. - I no longer have the contract. In the last year, despite Massage Envy continuing to charge me my monthly membership fee, I am unable to use my stored monthly credits (currently approximately 15 credits/hours) because they do not have any availability in their booking calendar. When I called to cancel, they told me that I can go on a "Freeze" plan for 2 months where I wouldn't be billed a monthly charge but could use my credits (which is impossible when they are booked!) Or I can cancel and have 60 days to use the credits that I have already paid for (again, impossible when they are *****************!) and after that time I would lose any unused credits. I have paid for services that they are unable and unwilling to fulfill. I want to cancel my membership and receive a full reimbursement for what I've paid and have not been able to use (roughly $1200-1400).

    Business Response

    Date: 03/16/2023

    I have contacted *********************************** via email with several different options for her.  I have discussed this situation with my District Manager to review the situation, and give the best solutions.   We offered to transfer 5 of her credits to friends and family at no cost,  and also offered a Freeze plan to help reduce and schedule future appointments either at our clinic or any Massage Envy clinic.  The other offer is to cancel her membership and transfer the 5 credits to friends and family at no charge, and to extend her membership an additional 30 days past our normal time frame.  I am just waiting to hear back from *********************************** regarding her decision.  

  • Initial Complaint

    Date:09/02/2022

    Type:Billing Issues
    Status:
    Answered
    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 placed a debt on my credit report for $910. I went to this place one time to get a deep tissue massage. I did not sign up for any extended services. I was told it was month-to-month, and I could stop services at any time, but there was never any mention of a contract. I actually called within the first month to cancel any future debits because I would not be returning. I was told ok, and I did not need to take any further action.

    Business Response

    Date: 09/03/2022

    Hello,

    I am the Clinic Manager of Massage Envy of ***********, *********. The member ********************* is a member of Copperfeld Massage Envy located in *****. Please send to the correct clinic. Thank you,

    Sincerely, 

    *********************

    Clinic Manager 

    Massage Envy of ***********

    ************

Massage Envy is NOT a BBB Accredited Business.

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