Complaints

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

close

Find a Location

Massage Envy has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Massage Envy

  3774 Paxton Avenue Cincinnati, OH 45209-2306

• 

  Massage Envy

  7865 Kenwood Road #12 Cincinnati, OH 45236

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:11/12/2024

  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.

  This complant is against the Massage Envy in **** **** (Cincinnati). I have had two experiences with the same masseuse who failed to provide the service (i.e., massage). The massuese is Tamar. The first episode occurred on July 26th. 60-minute massage. I arrived, checked in per the store's policy, and waited in the waiting area. Tamar never came to start the massage. At 4:08 I went to the front desk and the employee went to locate Tamar. The employee returned and said Tamar would be out shortly. She never came. I again went to the front desk at 4:17 and asked for the massage to be cancelled. I was subsequently told there was an issue with their **** notification system that day. Though I have no evidence, based on my next encounter, I do not believe that was the issue. This week (Saturday 11/2), the same thing occurred. Appointment for 1pm. I arrived on time, waited, but Tamar did not come for the massage. I notified the front desk employee at 1:10. She apologized but also told me "in the future, I would recommend you choose another therapist". She further explained that Tamar has similar issues with other clients. Nevertheless, she told me Tamar would come, but she did not. At 1:20 I went back to the front desk to cancel the massage. I asked to speak to the manager and she told me she was, but there was nothing else she could do. At that point (4:24) Tamar emerged and asked if I would like the massage with a very dismissive, callous tone. I asked to be contacted by the location's upper management, was told I would be, but no one has contacted me (>1 week). I have a monthly subscription with Massage Envy. I currently have 11 credits, some of which are related to cancellations I have had to make. These two episodes have created substantial delays in my ability to obtain a massage. As such, I am requesting that the value of 6 be refunded to me (in dollars). I am also requesting that Tamar be fired given this a repetitive issue.

  Business Response

  Date: 11/13/2024

  Thanks for the feedback.

  We are aware of this incident, and my Manager, Mae W*** have been trying to get in touch with him, left messages, but have failed  to connect.  We wanted to apologize for this frustrating incident, and offer him  a free service with another service provider.  Moreover, we did put Tamarr on a performance suspension as a result of this incident.  I have asked Mae to continue to try and reach out  to him to resolve this issue.  But he can also call Mae at ###-###-#### at his convenience so we can make this right.

  Thank you.

  Customer Answer

  Date: 12/10/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  Mae

  
  I am concerned by your delayed response, which only occurred after a complaint was filed with the
  Better Business Bureau. I have ample evidence that my correct phone number is on file at your
  establishment, including saved voicemails from the initial incident and numerous text messages from
  the store.

  
  I do not accept the terms of your response. As described in my complaint, I have an accruing number
  of visits, many of which are related to the current issue. In the interest of an amicable resolution, I
  propose the following:

  
  Pause billing for my account for four months while keeping my account active.
  This pause will allow me time to utilize my accrued services without incurring additional charges.
  I do not expect to receive credits during this paused period, only that my membership remains fully
  active.

  
  This proposal ensures I receive the services I have already paid for while maintaing my membership
  and not requiring the owners to refund money. This is more than fair given my other alternatives to
  arbitrate this issue.

  
  Please respond in writing.
  
  
  
  Regards,
  
  ****** *********
  

  Business Response

  Date: 02/05/2025

  This is a closed issue already.

  Mae has agreed next steps with him as attached.

• Initial Complaint

  Date:01/07/2024

  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 submitted a 6 month freeze request which reduces the monthly billing charge to $20/month which also prohibits earning additional monthly credits during this time. The 6 month freeze is explicitly mentioned as allowable in the agreement I completed and signed on 9/19/23. I learned 3 months later from the Massage Envy **** **** clinic that they whited out the 6 month date range I had requested and changed it to 3 months without discussing or getting my permission. This resulted in my membership freeze only lasting 3 months which consequently resulted in being drafted full membership pricing prior to the 6 month freeze agreement. This charge was $80.85. I called them to request the freeze be for the full 6 months and to please correct the mistake in billing. They refused and said they only allow 3 month freeze intervals. The agreement I signed on 9/18 did not state anything about 3 month intervals. I froze once before in December 2021 at this same clinic location and they allowed me to freeze membership for 6 months. Their statements are not found in the agreement I signed and I am requesting a refund of $60.85 ($80.85 - $20.00) back on the credit card that was charged.

  Business Response

  Date: 01/14/2024

  Dear ****,
  First of all, thanks for being a members of Massage Envy since 2019.
  I read the complaint you sent through the BBB and apologize for the misunderstanding onn how Freeze and Freeze Plus programs are executed in  our clinic.

  1. You requested for a Freeze Plus program.  Under this program, you pay $20 / month but may utilize your prepaids during the period your account is Frozen (+).  This is a special program we extend to our members who have accumulated prepaid service credits, to enable them to catch up on the use of these services.  We may extend this up to 6 months a year, but typically grant this in 3 month increments, which we may extend another 3 months if the member is actually able to use uo some prepaid services.  Based on use of prepaid services, we might recommend you extend the freeze plus, freeze or cancel your membership.  This is NOT in the Wellness Contract, but is a special program we have developed to help members catch up on the use of their prepaid services.
  
  2. What you mentioned was stated in the contract is the Freeze Program, which we may extend over 6 month periods.  With this program, the account the member do not pay any members dues, but is also unable to use any of the prepaid services they might have accumiulated.  This is normally extended to members  who might be having a temporary difficulty in paying monthly dues in situations like loss of employment, medical reasons or life events like divorce etc.
  
  3. We have a 10 day processing window to process requests for Freeze and Freeze Plus. Once approved, we send an email confirmation on when the approved Freeze or Freeze Plus period starts and ends.
  
  The request you made is for a Freeze Plus, and the approved period and  effectivity dates were communicated to you via an email sent last   Sept 22, 2023.  The membership due charged that you are disputing was charged after the 3 month effectivity for Freeze Plus expired.  The communication is attached.

  Back in 2021, your request was fro a regular Freeze, and you were granted a 6 month Freezde period. 

  I do apologize for the misunderstanding, and I hope this clarifies your concerns.  I have communicated with our team to make sure we do a better job of explaining  the difference of the two programs to our members, and confirming the  approved period for this.  If you need clarification, please call me at ###-###-####.

  Thank you.
  
  Francis V****
  Franchisee – Massage Envy **** ****

  Customer Answer

  Date: 01/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  **** ********
  

  Customer Answer

  Date: 01/16/2024

  Massage Envy’s response summarized company policies, however they did not speak to the fact that someone at the company changed information on an agreement I signed without my knowledge or consent resulting in a charge that was not supposed to occur.  That is unacceptable and should not be allowed. The agreement I signed stated that a freeze could be placed for up to 6 months of the year. The agreement I signed did not state that it was only for three months at a time with a need to request the second three months at a later date. Since massage envy changed my agreement without consent  I am asking that they make this situation right by refunding me one month membership fee that I should not have been charged. Failure to do so would communicate bad business practices and not have the best interest of the community in which they serve.

  Business Response

  Date: 02/03/2024

  Thanks **** for your response.  I just want to get back to you on your allegations:

  1.  That someone at the company changed  information on an agreement you signed – Please note you submitted a REQUEST (The document is titled – Freeze Plus Request Form), that we may consider up to 6 months…..It was not an Agreement, until after we have signed and approved it it, based  on our business policies and practices. We did change the dates to reflect our standard practice on Freeeze Plus requests and  granted you 3 month freeze plus arrangement.  

  
  2.  Without my knowledge or consent – We did send you attached confirmation of the approved request, with the corrected dates.  You never raised any concerns nor clarifications at that time.

  
  3.  Resulting in a charge that was not supposed to occur – All charges made to your account was based on the approved agreement that was emailed back to you.  It specifically said the membership dues will be charged after the end of the freeze plus period, on the disputed date of transaction.

  
  I understand that we have already cancelled your membership because you are unable to actually find time to use your services.  Based on the fact that you were really unable to catch-up and use services even during your Freeze Plus period, this would have been the best alternative for you rather than extending the Freeze Plus another 3 months.

  
  I hope this clarifies your concerns.

  Customer Answer

  Date: 02/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Massage Envy allowed me to freeze for 6 continuous months in the past so why was my request not honored this time?

  I found their email in my spam folder which is why I was not aware that the business cha bed my requested 6 month time period.

  Due to the lack of communication regarding company policies I am asking Massage Envy to refund me the monthly charge that was accessed in late December.

  Regards,

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

  Business Response

  Date: 02/11/2024

  Hi ****,

  When you requested the previous time, it was for a Freeze Request, which means you did not pay monthly dues but also were not allowed to use any prepaids services neither.  The recent  request in question was for a Freeze Plus, which allows you to use prepaids without being charged the full monthly dues.  Two different programs as detailed in previous communications, which are covered by different rules and regulations in terms of period we approve.

  I'm sorry that the confirmation note went to your junk mail.  We sent all correspondences to you via your email of record, which I confirmed was the email address you have been communicating to us as well.

  Hope this clarifies your concerns.

  Thanks, Francis V****

   

  Customer Answer

  Date: 02/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Massage Envy’s has failed to provide resolution to this complaint by admitting there rules and policies were not clearly articulated by the associate. The freeze plus document I reviewed and signed said I could freeze for up to 6 months. It did not say it was only for 3 month intervals. Due to not clearly articulating company policies and rules I am requesting massage envy provide resolution to this issue by refunding me the one month billing I was charged while on freeze. 
  
  Regards,

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

• Initial Complaint

  Date:07/29/2022

  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.

  I placed my membership on a freeze for the max allowed time I was allowed to so I could do my chemo treatments. They told me if I needed more time to let them know once it was over. I got a charge on my cc for 70.07. I called to let them know I am still treating and want to cancel. They told me I needed a doctors note. I emailed it on 7/19, I was supposed to get a call from the manager. Every time I call, I’m told she’s not in and I will get a call back. I feel like I’m getting the run around.

  Business Response

  Date: 03/14/2024

  ******* ****** was a member of Massage Envy Kenwood and not Massage Envy Hyde Park.  So the original BBB note was sent to the wrong address. Her membership was actually cancelled July 24, 2022, even before the BBB notice was actually sent to my wife. She did not qualify for a refund for her last payment, after her freeze for membership expired.  She needed to be an active member (ie, paid her membership dues for the month) to request and process a cancellation request.
  

  
  

  Customer Answer

  Date: 03/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ******