Business Profile

Therapeutic Massage

Massage Envy

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

21 total complaints in the last 3 years.
5 complaints closed in the last 12 months.

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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:04/26/2025
Type:Sales and Advertising 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.
Twelve years ago I purchased a gift card value $100 as a gift for my cousin. Unfortunately for many reasons she haven't had time to use it until last week that she come to visit me in Ohio and we decided to go for massage. The front desk girl told us that the gift card was not in the system because their system was updated. I contacted Buffalo location where I purchased the gift card and the person that I talked to told me the same (update system, no sign of my gift card) and she was not able to help me, she was very rude. I contacted the corporate office by email, sent a screenshot of the gift card and they replied that the gift card value was $0. We never used the gift card. The gift card does not expired! I understand that is being 12 years since I purchased the gift card, but I also understand that if they update their system, they should have a way to help the customer to use their gift card and not lose their money.
Business Response
Date: 05/04/2025
The business has responded to the complaint but has requested that their response not be published
Initial Complaint
Date:03/03/2025
Type:Product 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.
I have belonged to there business since 2023. Due to not being able to get appointments I have gotten a large amount of money built up. They take $75 a month. If you get an appointment it’s changed and when you get there you find the appointment has been changed. I’ve asked for my money back but they refuse to give it to me. If I quit paying then I forfit my money. I have approximately $900 there.
Business Response
Date: 03/10/2025
The business has responded to the complaint but has requested that their response not be published.
Initial Complaint
Date:02/12/2025
Type:Product Issues
Status:
UnresolvedMore 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.
In December 2023 I signed up for a 6 month membership ($75 a month for Jan 24 to June 24) for services which I gifted to a friend. I didn't realize it sooner but massage envy continued to charge me $75 a month for all of 2024. I January I got a message that the charge to my card declined as I got a new card from my bank. I didn't not provide my new card however they still managed to charge me again in February 2025. So in total I was overcharged for 7 months (at $75 a month) for a total of $525. They also refuse to cancel my membership over the phone and are making me fill out a form and drop it off, which I am doing today. They are giving me 2 months to use the now banked services which I never even wanted. They should refund me and make good on the original 6 month membership I signed up for.
Business Response
Date: 02/20/2025
This was 6-month membership as it mentions in their contract, it goes month to month until they fill out the required forms and cancel. We did receive cancellation forms from the member to cancel.
Customer Answer
Date: 02/21/2025
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. Massage Envy, and it's manager, is going out of their way to be difficult and unprofessional. The manager has refused to return my calls or speak with me directly at all. I stopped in and was told I couldn't be told her hours so I could return for a direct conversation. Even now no communication at all. Evidence for me where it says the 6 months membership will extend month to month. I also want to know how they fraudulently charged a new credit card when I never gave them the information let alone authorized the charges. Be a decent and professional person and make this right. Manage Envy policies are predatory. If I have over paid by so much why wouldn't anyone have reached out regarding the services that are now banked? Cleary the model is to charge people unknowingly and never reach out regarding the services they are still paying for. Regards, ******* ******
Business Response
Date: 02/23/2025
It states right in the 6-month contract that was signed by the member that after the 6-month agreement, the membership does go month to month. In which case the member then can cancel their membership. We do reach out to members who had a banked number of services to get them in with either a massage, facial or stretch service as we have open appointments. We do not refund and can certainly make appointments to use the services that have accrued. If the member would like to cancel, then a cancellation form can be completed and submitted for processing.
Customer Answer
Date: 02/24/2025
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. Massage Envy did not and still has not contacted me directly, even after stopping in to talk to the manager. I also ALREADY filled out the paperwork and dropped it off personally - and still no response from the manager or Massage Envy at all. Massage Envy is using predatory practices to take people's money without their knowledge. This is not an acceptable nor ethical business practice. You should be embarrassed and know to make this right, not just continue serving platitudes. To date I STILL DON'T HAVE CONFIRMATION OF CANCELLATION. Regards, ******* ******
Initial Complaint
Date:08/21/2024
Type:Product 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 scheduled a chem peel on 8/20 for 8/21 at 11:00. Flash forward to 10:56 on 8/21 I get a call from another employee canceling it because I was 12/14days out from my last one. They waited until 4 minutes before the apt .. when I was pulling in to cancel after I had driven an HOUR to get there. Then after I explained I was trying to control my facial breakouts for my wedding next month she offered a back facial again. When asked if I would be charged for not coming (because they canceled) she said not this time..... THEY ARE THE ONES WHO BOOKED ME. I asked the woman who originally booked me to look up my acct. before booking and she stoll booked me. I have budgeted for these services to help my skin before the wedding (on an already tight budget) and now I've wasted 2 hours of driving and gas.
Initial Complaint
Date:06/26/2024
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.
I've attached the letter I submitted when I filed a dispute with ***** to get $75 of the $125 refunded. The $125 for the massage was paid by charging $75 and $50 was a gift certificate. ***** denied refund because they said I received the massage serviso so I need to dispute with the company directly. I received a reply from a corporate office in AZ (attached) who said they escalated this to the Buffalo location twice now to no avail. Since that time, I left a detailed synopsis on the ****** In profiles of **** *******, former CEO and currently on their Board of Directors and **** ********, the new CEO. Neither of them has responded either. Based on the D & F ratings I'm seeing in the Buffalo market, Massage Envy and it's franchise owner does not care one bit about a disattisifed customer. They have blatantly ignored me and I am frustrated beyond belief they are able to continue to do business in this market without accountablility whatsoever for restitution with a valid complaint of their massage services.
Business Response
Date: 07/15/2024
Thanks Kevin! I have reached out to the branch to get more information. Thanks, Janine
Business Response
Date: 07/16/2024
She's been reached out to multiple times. Has been spoken to by multiple people and still has not responded back to my email from a week and a half ago.
Customer Answer
Date: 07/17/2024
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. Regards, ******* *****
Customer Answer
Date: 07/24/2024
Below are the 2 emails I sent to Lindsay. The first one was prior to us speaking; the 2nd email is after we spoke on 7/18/24. She refused to provide me any sort of compensation. After reviewing their D- reviews on BBB and on ******, it's apparent my issue is not an isolated one. After speaking to Lindsay, it is quite apparent management at the company does not care about bad reviews, their rating in the Buffalo market, their brand, and they certainly do not care about doing anything for a dissatisfied customer. I have contacted the local TV stations to see if they are interested in doing an investigation of their poor business practices and how it has affected hundreds, if not thousands in this market. I am also sending a letter to Massage Envy's Board of Directors and the new CEO of the company with copies of the emails I've sent with a timeline of what I've had to endure to get some sort of compensation to see if this may accomplish a different result.******* *****
Business Response
Date: 07/30/2024
Service was provided so we are unable to provide a refund.
Initial Complaint
Date:03/09/2024
Type:Product 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.
On December 16, 2023, I had canceled my membership with Massage Envy through email. On December 16. 2023, I also called Massage at ###-###-#### and had all of my remaining appointment canceled. On December 19, 2023, I received a confirmation email from Massage Envy stating that my membership was cancelled and that I have a 2-hour credit. It also stated that all credits and promotion will expire on February 27, 2024. I accepted this and willingly lost my two-hour credit with Massage Envy. Today, March 9, 2024, Massage Envy charged my credit card $55.00 for a missed appointment. As stated above, I called and had all of my remaining appointments cancelled. This is nothing but a fraudulent charge by Massage Envy and the $55.00 charge should be reversed immediately.
Business Response
Date: 03/27/2024
The business has responded to the complaint but asked that their response not be published.
Initial Complaint
Date:09/20/2023
Type:Billing 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.
I was at the Massage Envy on 9-15. Before I went into the business, I received a text stating that facials were 1/2 off. I asked if that included a chemical peel and was told yes. I paid $66 upon leaving. While I was driving home, Massage Envy called me and said that they charged the wrong customer and it was actually $166. I was told they refunded the $66. I was then told that the chemical peel was NOT half off. I paid the money. I called my bank that night and the refund was not done. I called corporate and they said I had to deal with the Amherst manager. The manager, Mia, has not called me back despite being told that she would. I would like a refund and I would like to be released from the year contract. I no longer want to do business with incompetent employees.
Business Response
Date: 10/09/2023
Hi, The Regional Manager reached out to the client on 9/25 apologized for our error. Explained the situation in detail, admitted errors and poor service based on assumption. Went to detail that Mia is new and in training. The customer was happy at the end of this call. To quote “Thank you - All I really wanted was the proper $66.00 credit”. Thanks, Janine Customer Relations
Customer Answer
Date: 10/11/2023
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. I still do not trust this business. I would like a 166.00 refund as well as a release out of the yearly contract. Regards, **** ********
Initial Complaint
Date:08/09/2023
Type:Sales and Advertising 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.
Massage Envy Slingerlands is consistently deleting/canceling the appointments of former employees turned customer without any explanation or prompting by the now client. They are also falsely advertising their job positions as “front desk” when the formal title for this position is “sales associate” and the role pertains to sales associate responsibilities and duties (not front desk). They have a consistent track record of misrepresenting job functions in their advertisements and hiring under false premises.
Customer Answer
Date: 08/10/2023
Massage Envy in Slingerlands outside of Albany, NY. Zip code 12159.
Business Response
Date: 08/14/2023
To Whom It May Concern, In the job posting it is noted that there are sales, as that is why sales experience is noted. Also, upon hiring new hire receive compensation plan, explaining expectation and job duties. In regard to the employee membership, when an employee leaves their employee membership is terminated. They would need to purchase a regular membership at time of next appointment. Thanks, Janine
Initial Complaint
Date:07/20/2023
Type:Billing 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.
My husband purchased a gift membership for me at the Fayetteville ny location. I asked repeatedly if we needed to cancel the membership when it ended and was told no by multiple employees. I just found out they have been charging our credit card monthly and have given us less than 60 days to use remaining packages with no available appointments. The manager was supposed to call almost 3 weeks ago. If you look in the website, there are no appointments available. This is fraud.
Business Response
Date: 07/25/2023
Good afternoon, Ms. ******* and our operations Manager have been in contact. The manager was able to book a couple of appointments for Ms. ******* and extend services for an additional 60 days. Our Regional Manager will be in contact this week with member. Thanks, Janine Customer Relations
Customer Answer
Date: 07/26/2023
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. I was only contacted by the regional manager after filing a complaint with the BBB. Three weeks prior I was told he would contact me ASAP. I was given a take it or leave it offer where they would extend the 60 day period to 70 days (which is barely an extension) and would allow my husband to use services as well. There are no massage appointments available currently during the 70 days but I was assured this would be changing soon. I was told there are many customers in the same situation. I will likely accept the offer because they have been extremely unresponsive and difficult. I discussed that multiple employees assured me that no paperwork needed to be filed to cancel a membership and the credits could be used indefinitely into the future. I was told the manager would speak to employees in general. Regards, ***** *******
Business Response
Date: 07/27/2023
Unfortunately, at the time the Regional Manager was out of the office and did reach out as soon as they returned. There is a cancellation process, and a form to be filled out to cancel a membership. That form can be emailed or retrieved from the clinic. Services are not kept indefinitely once a membership is cancelled. The Regional Manager did extend the services for a bit longer to give the client an opportunity to use them. Thanks, Janine Customer Relations
Initial Complaint
Date:05/16/2023
Type:Customer Service 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.
Massage envy charges a monthly fee of $70 and for that you are offered a monthly service. however in the last two years they do not have enough massage therapists to meet their demand. They are so short staffed that the average client cannot get an appointment for two months. Today, I received word that my upcoming appointment on may 28 was cancelled. They cannot get me in until August 10th. . This is the 4th cancellation in a row. I now have a bank of 10 services. (Value of $700). The company will not pause my membership so I can catch up nor will they refund me $280 for the 4 cancelled appointments. If I cancel the membership I lose the 10 services. Their best solution is a “freeze plus” which offers the membership a reduced monthly fee of $20. No services are accrued. This fee is to offer an extension. That’s quite the scam to charge a client $20 when ME is initiating the cancellations. I want the BBB to help me get my money back or to get the company to pause the monthly fee until they can get me in for 10 services.
Business Response
Date: 05/19/2023
Hello,
I am only seeing 1 time that we cancelled on her due to therapist rescheduling and that was 4/5/23. We do have to cancel her 6/27 apt since one of our therapists are leaving, but other than those two, I'm not seeing any cancellations that were due to a therapist rescheduling. A manager spoke with her on 5/16 and sent her freeze plus forms. We have called her a couple times (5/1 and 5/6) to try and get her in with a different LMT.

Thanks,
Janine

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Massage Envy is NOT a BBB Accredited Business.