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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

  • 123 total complaints in the last 3 years.
  • 29 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:07/10/2025

    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.
    My husband **** ****** purchased a 1 year membership in December so that I could have a maassage a month. I used those and my memebrship was terminated, or so I thought, , then almost a year later I recieved a call stating I had 13 sessions that had not used. My husband checked his credit card only to find out they had reactivated tha account AND continueD to charge hisd credit card . He contacted teh office which was now moved from ********* to **********. they said his cancellation had to be redone since they could not find it and I all session had to be used in 30 day.s. There are not even enough open appointments to possible attmpt this . we worked out an agreement to keep the account openand I would double up on services and gift two to my daughters to try and work them down and then cancel. Instead the massage office says they cant transfer session, except for every 30 days so essemtially I can only get one extra worked dismised. while gaining a session. I can never get out of this without losing nearly $1200 because they failed to cancel my contract. I need help to resolve this, as I asked if i can just cancel and use these within 6 months less than half of the time they had need charging and the owner has not called me back after 3 attempts.

  • Initial Complaint

    Date:07/08/2025

    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.
    Massage Envy continues to change the rules without notice making it even more difficult to use monthly credits all while increasing their price. I have been a member for 15 years. I recently learned that now I can only use my credit a for base services (basic facial, 1 hr massage). I learned this when the studio called me a couple of hours before my microdermabrasion appointment. No notice was given. No notice in the app. This is terrible customer service especially for a long term person. I am ready to cancel but will lose most of my credits AND now cannot use them for the services I enjoy the most. Changes in agreement should be given notice.

  • Initial Complaint

    Date:07/02/2025

    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.
    Massage Envy makes it impossible to cancel a membership. Its always an excuse or difficulty to cancel. I explained my situation and expressed I needed to cancel and not be charged for the next month. I completed the forms in advance of the next month billing but was told the charges could not be stopped and I would need to be charged one more month. That is unacceptable

  • Initial Complaint

    Date:07/01/2025

    Type:Order 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 signed up with Massage Envy in January 2025 in ************, **. I signed a 3-month contract where the price was to be locked in for that time. I was verbally told I could cancel at any point past that time. When I submitted the cancellation form after the 3-months, I was told I was now locked into a 12-month agreement because I didnt cancel that month. I reached out to request copies of both the 3-month contract that I had signed as well as the cancellation form. I am being given a hard time for getting copies of my forms, which is illegal and violates consumer protection laws.

  • Initial Complaint

    Date:06/14/2025

    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.
    I received a giftcard from a friend for massage envy for some very much needed self care. However, for 3 appointments now I have not been able to use this kind gesture from my friend because every last appointment I've made has been canceled w/no solution. I've tried different locations thinking it was just that one location that lacks bad customer service but im starting to feel like its all locations. Its totally not cool to cancel appointments like this, especially when ppl make arrangements like taking off work, or canceling other appointments to get a massage then they turn around and cancel. And I was canceled twice the day of or a couple of hours before the appointment. I dont live near most locations so i was already headed there when i got the call they needed to cancel. Not cool. While I truly understand things happen this is the THIRD time they canceled me. Its frustrating. I think if they implemented the same cancel fee policy to the therapist or free massage maybe they would stop. How do you get to charge the clients a fee for canceling if its not within 24hours but they get to cancel the day of or hours before. Its frustrating, not fair, not a good practice and lack of respect for the clients that are taking time out their day to come pay for a service that either they can never get or is lack luster. I wish I could just get the money off the giftcard and use it somewhere else as I no longer have the desire to even try and go to any massage envy any longer.

  • Initial Complaint

    Date:06/14/2025

    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.
    The Lakeland Massage Envy was hacked and leaked my personal information. The legal department has not reached out to me and the manager is harassing me for leaving a bad review.

  • Initial Complaint

    Date:05/03/2025

    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.
    After being a ten plus year member at Massage Envy, I decided to terminate my membership due to budgeting reasons. I contacted Massage Envy (ME) in ********** on February 21, 2025. I was told to email ******************************************* about canceling my membership. I emailed ME on February 21st and received a response by ME's assistant Area Manager "********" to fill out the cancellation form she attached. On February 22nd, I emailed the Cancellation Form. On March 20th, I emailed ME to confirm my account was cancelled. I received no response. On March 25th, I called ME to notify them my membership had not been cancelled. I was informed by "******", that "********", the area manager, would call me. No one called me. I called once again on March 28th to complain that my bank account had been charged again, and was told the area manager would call me. No one called me. On April 24th, I called once again and after threatening to report this matter to corporate and BBB, was told my membership would be canceled and I would receive a credit of $75 for March's payment. I finally received a credit of $75 on April 28th for March's payment. On the same day, April 28th, I was also charged the membership fee of $75 once again. No written cancellation email has been received. This has been frustrating to keep calling and to be given the run-around for months and getting no where with ME. This is a deceitful practice where ME is refusing to cancel my membership and to strong arm me in continuing to be a member. ME needs to cancel my membership in writing and to refund me for March and April.

  • Initial Complaint

    Date:03/15/2025

    Type:Order 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.
    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:
    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.
    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:
    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 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.

Massage Envy is NOT a BBB Accredited Business.

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