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Business Profile

Massage Therapist

Massage Envy

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Massage Therapist.

Complaints

This profile includes complaints for Massage Envy's headquarters and its corporate-owned locations. To view all corporate locations, see

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Massage Envy has 7 locations, listed below.

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    Customer Complaints Summary

    • 11 total complaints in the last 3 years.
    • 5 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:04/08/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 canceled services with massage envy over 6 months ago and signed documentation. Went in twice as well. Massage envy still continuing to take money out my account. I did not authorized this.

      Customer Answer

      Date: 04/13/2025

      Raleigh nc 

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

    • Initial Complaint

      Date:12/30/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 was a member of Massage Envy in **** NC from June 2015 to January 2023. During the Covid pandemic I finally let my membership cancel as everytime that I called due to employee staffing, there were never any massage appointments available when I wanted a massage. I recently rejoined in a new location and asked that they reinstate the 29 expired massages that I paid for and never received the massage services due to lack of availability. The manager of the *************** refused to reinstate the massages once I was a member again. I request that the 29 massages that I already paid for be reinstated now that I am a member again or Massage Envy reimburse me the $85 for each massage paid for an not recieved which is now valued at $2,465 that was paid for services paid for and not received.

    • Initial Complaint

      Date:11/11/2024

      Type:Billing Issues
      Status:
      Unanswered
      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 cancelled my membership 3 months ago and was told it was processed. I answered their emails and submitted the paperwork. I am not under contract to continue their service.For 3 months they continued to charge me a subscription fee. I have issued 3 chargebacks through my credit card company, all of which were processed and approved.The front desk refuses to delete my credit card information from my account "without manager approval" and that my account is 'pending termination' for the last 3 months.I have not been able to get the manager on the phone directly.

    • Initial Complaint

      Date:09/06/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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've apparently had my membership with Massage Envy *********************. I have 30 prepaid visits - and if you change locations you have to pay an exchange fee?? Also, I tried to gift some to my Daughter, however you can only gift 1 per 6 months (unless they are a member is active standing - but I think it is is still only 1) and an additional $10 to gift something you already paid for. I have 30 prepaid visits at $85.00 per month - if you cancel or freeze - you aren't allowed to use this. In *** regulations - this is called unearned revenue and you are not allowed to "steal" money and this management company (since they are franchised) should be reviewed to see if their accounting principles are being followed. 30 PP x $85 = $2550.00. I feel like my money has been taken and they offer no solution to provide me with any services I can use or gift to someone, even though I have already paid for all of these services. What a terrible way to run a business and make your customers feel like they are getting nothing for their money! I know years ago - Massage Envy had a law suite against them for this exact thing. Sounds like they franchise should be able to enforce doing the right business practices - these franchisee owners are RICH - but they are greedy for your money! I can't even afford to use them - because the workers deserve a tip - and during these economic hard times - I can't afford a $20 tip for the therapist x 30 visits (if I could go daily).

    • Initial Complaint

      Date:08/09/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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 enrolled into their program 4 months ago I then learned that my job was closing. I called in May to cancel the membership the young lady said she could put a freeze on my account instead of canceling it. She sent me the forms told me it could take a payment out but after that no other payments will be taken out. I checked my account they took 2 payments out so I called to speak with someone come to find out the young lady did not put a freeze on my account. I asked to speak with a manager they said she was out and she would call once she is back in office. No call I called on 8/8 to speak with a manager she was not available was told she would call back. I made it very clear I need a refund because I could not afford the payments and I was told no other payments would be taken out. So no callback until today the assistant manager ****** said they could not put a freeze on my account it was not eligible for a freeze. She also said they were not refunding me my money because it was on a draft. I asked to speak with corporate she said they dont have a corporate office I asked for the manager to call me back. ****** also said I was in a ************************************* canceling the contract I said I was not told that either and they should train their employees better.

    • Initial Complaint

      Date:03/18/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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 purchased a membership in 2016/17. Shortly after I moved. I feel trapped and exploited. After numerous calls to the local office and several messages left at corporate office no resolution has occurred. I was told I could freeze my acct to use some of my credits without being charged $80 yet Im still being charged. I can not use the credits unless I pay a $10 transfer fee EVERYTIME. I can not allow my wife to use credits without being charged AND she has to PURCHASE her own membership as well. I can not gift my credits to friends without being charged. I have asked for any help in resolving this matter without forfeiting the monies paid but have gotten nowhere. This business is predatory in their actions and does not care abt customer satisfaction. They have continued to take a monthly fee even after stating my acct would be frozenI have yet to hear from corporate, which was a cell phone voicemail. It appears that even though massage envy is a franchised establishment, they are ran haphazardly by individuals under a cloak of protection. I would not recommend anyone use their platform. They are not customer friendly and have taken thousands of dollars over the course of 6 years bc of their unwillingness to cooperate w me. If I do not live near the office I signed up at, I should be able to transfer my credits to whatever geographical location within their network. Since I have gotten zero help in resolving this issue, I wish for a full and total refund of my membership, to include monthly charges of unused services to date.

      Customer Answer

      Date: 03/18/2024

      ************************************************
      ****, **  27502
      *************

    • Initial Complaint

      Date:07/13/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      After completing the annual membership requirements, I terminated my annual membership on January 11, 2023 following the procedure the company rep provided me. I received an email message from the company stating they would process my request. Yet, they are continuing to bill me monthly as though I am an active member. I filed a dispute with my credit card company that has been paying this monthly charge, and they froze all payments to the company. I have never received a confirmation that my membership was actually terminated.

    • Initial Complaint

      Date:05/09/2023

      Type:Billing Issues
      Status:
      Unanswered
      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 attempted to cancel my subscription for massage therapy services since Jan 1, 2023 and yet I continue to be charged for those services. I have not used the services since Dec. 6, 2022. I would like all of the charges that have been made to be fully refunded to me ($65 per month) for the past five months, totaling $325. I have filled out a form multiple times (the latest one attached) and made numerous phone calls to cancel this service.

    • Initial Complaint

      Date:03/23/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 made a first time appointment for a chemical peel at the Brier Creek Massage Envy. The pricing online said it would cost $140 and that is how I booked my appointment, under that specific chemical peel. The day of the appointment, I had the chemical peel and went to pay at the desk for my procedure. I handed them 2 gift cards, in the amount of $120. They said I owed $20 and asked if I would like to charge it to the card on file. I said yes. They then had me go to a tablet to give a tip, to which I chose a very prominent 20% button, thinking I was paying for a $140 procedure. When I received the receipt in an email 30 minutes later, it had charged me $41.65. I called the Massage Envy Brier Creek and they said my chemical peel was originally $200 and they had given me a discount on it. They explained they were basing the 20% tip off $200, not the $140 I paid for it, which was the $140 that was stated online as the price and the $140 procedure I chose when I made my appointment. At NO TIME, was I made aware the cost of the treatment was $200 and they were giving me a discount. At NO TIME did I know they would take a tip from a fraudulent price. I called the manager and she said it was my fault for selecting the 20% button without knowing the cost of the treatment. I explained to her I did know the cost of my treatment. This seems like a fraudulent way to sneak extra charges in for customers who think they are paying one thing, only to find out later they were actually charged more for the tip based on some charge Massage Envy comes up with in their system that the customer can't see or know about. This happened at the *********** Massage Envy in ******* on 3/22/23 at 5pm.

    • Initial Complaint

      Date:08/12/2022

      Type:Customer Service Issues
      Status:
      Unanswered
      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 reluctantly signed up for a membership back in early 2021. I have used it twice. Recently I was in a really bad car accident on top of losing my job. I called massage envy and was advised I HAVE 5 massages on my account but told I can not use it because they have not been able to withdraw payment from my account. I’m out of work until the end of month and dealing with hardship. I was only asking to use the massges on my account and no one is will to help. This is sad especially that I know with all my muscle pain this could help me tremendously. Very disappointing and now I have no choice but to seek legal assistance

    Massage Envy is NOT a BBB Accredited Business.

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