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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

  • 8 total complaints in the last 3 years.
  • 0 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:07/04/2024

    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.
    This company does not care about its customers. Ive been trying to cancel for over a week now. First they made me pay the month because it was due - fine. Then they told me they would email the cancellation form and have a manager contact me about extending the 60 days since I have so many credits and its hard to get a masseuse that I need. Crickets. Reached out again on 7/3. Again they said manager would call today and they would resend cancellation form - neither happened. Now Im within 10 days because of their delay and Im going to be hit with ANOTHER monthly charge because of their lack of compentancy. Mind you I have like 9 credits already.

  • Initial Complaint

    Date:02/17/2024

    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've had my Massage Envy membership about a year now. I cancelled it last month (1/2024). I was charged membership fee this month. I went to the ****** location, where I filled out the paperwork to cancel and told the employee what has happened. Her reply; "That paperwork goes to our manager and unfortunately she's been out and hasn't been doing a lot of paperwork. Keep being persistent to make sure it gets canceled. I can try to text her. And I'm sure you can get a refund" This is a ridiculous excuse to not close out an account, money is being taken out of my bank account without my permission.

  • Initial Complaint

    Date:01/22/2024

    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 have been a member of Massage Envy since 2015. Initially, it was great as I was able to schedule 90 min massages every other month. Then ***** hit and my credits accrued and accrued as they were closed and then really short staffed for years so it was hard to schedule. Now, I have 36 credits accumulated worth over $3,000. I just want to get out of it without losing all that money. The ************ they gave me are: 1) cancel and use as much as I can in 2 months or 2) freeze the account and pay $20/month while I try to use them without accumulating more credits. How is this allowed? I paid for them, why can't I just use them at my own time? Why do I have to pay more to try and use them without accumulating additional credits? It seems like a big corporate scam. I know, shame on me for not doing my due diligence, but I can't believe they are still in business when they treat their customers this way. Very disappointed. But they got thousands upon thousands of my dollars and every now and again had someone available to give me a massage so I'm sure they don't mind a few bad reviews here and there.

  • Initial Complaint

    Date:12/07/2023

    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 signed up for a year long membership at Massage Envy in *****, *****, but have had a terrible time getting appointments as they fill up quickly and when 1 or 2 open up they fill very fast or do not work with my schedule at all. I have 14 1/2 sessions that have to be used by March ****, but what is so upsetting is I was told that I was NOT on auto renewal and that once my year long contract was over it would not be renewed. I had changed my credit card and had to update it with them, so I went in to update and make my final payment and again was told that it would only be for the final month of my contract ($70), and was reassured that my account was NOT on autorenewal. However, they have now charged me $210 and said that they cannot refund it because I did not fill out the proper paper work. WHY was I not given this paperwork or told about this on the phone calls that they made to me or when I walked into their building 2 weeks ago. They are refusing to refund the $140 extra that they charged me and will not work with me. Not to mention that they are next to impossible to even make an appointment with. There is no way I can use 14 1/2 sessions by March. Very terrible customer service and have given out false information to me about autorenewal. I just want my $140 credited back to my card.

  • Initial Complaint

    Date:08/28/2023

    Type:Service or Repair 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.
    I've had my membership with Massage Envy in ***** since 2008. It was great until about 3 or 4 years ago when it got too hard to get an appointment. I have 20 credit hours on my account. When I asked to cancel my membership I was told I could cancel and pay nothing and use my 20 hours within 2 months. Or, I could pay 20 dollars a month for 6 months and try to use the 20 hours of credit within that time. Problem is I can't get appointments. Facials are easier to get into, but I signed up for a massage membership. They do cancel sometimes. It feels like extortion to me. I would like financial compensation or more choices to use my time left than what is being offered.

    Customer Answer

    Date: 08/29/2023

    Greetings, I was contacted by Massage Envy management. They have given me an acceptable resolution to my situation. 

    Thank you, *************************

  • Initial Complaint

    Date:08/03/2023

    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.
    Hello, I am contacting you today because my account at ******************** was closed and all my built up credits were deleted because I didnt transfer the credits to a new home location as the one I originally open my account at was closing. I opened this account in 2010 while I was rehabilitating line of duty injuries. I maintained this account paying every month for years to the point I had 70+ hours of massage built up ($5k+).I have several *** disabilities and needed help with completing this transfer that they were putting on us to do rather than ************ me complete the transfer to my new home location like I asked them to do. When I finally felt comfortable to make an appointment, the people in my new location (*************, **) told me they were all deleted. They also deleted all the hours built in my wifes account.Im sorry I just dont know what to do. Its very challenging for me to do a lot of stuff and I told them my situation and still went through with deleting my account.Please help me! Thank you

  • Initial Complaint

    Date:12/18/2022

    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 been a Massage Envy member of the *****, ***** location since October of 2014. In the last few years the treasure valley locations have been impossible to get into. I live in ******* ***** 3.5 hours north of ***** and I travel in/out of ***** for work. Trying to schedule appointments when I know I'm going to be in the Treasure Valley has been impossible the last couple of years because it is always full! I know my work schedule in advance for the entire year so scheduling appointments with any other service provider has not been an issue. In the last two years I have not had a single appointment in the treasure valley, but I have been able to schedule in ********** while I'm at work. At the *******, ** location I have been able to get in last minute or within the week. I am beyond frustrated that I can not get an appointment at my local massage envy that I have been a loyal customer at since 2014! I called on September 6, 2022 to figure out some appointments and she was only able to offer me an appointment November 11th! When I attempted to schedule another appointment even further out so I could use one of my **** services that I haven't been able to use she said they did not have the books open for December yet. How am I supposed to use these credits if I can't schedule far enough out with appointments that are actually available? If you can't accommodate the members that you already have maybe you shouldn't be opening your books to nonmembers or taking on new ones. Upon further research because I was going to start leaving reviews because of the terrible service I had received and wanting to warn other customers about the scam I realized I am not the only one this is happening to. I came to discover its not just the Massage Envy locations in the Treasure Valley its all over. Massage Envy sells subscriptions to monthly members knowing they cannot keep up with demand.I would like my money back in the sum of **** x $59.99 - $1049.83.When my debit card expired I elected to not renew it with a new card number because I didn't see the point in spending more money on services that won't be rendered.

  • Initial Complaint

    Date:12/12/2022

    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.
    I have been a member with Massage Envy for over five years. For the past two years I am unable to schedule massage services on a monthly basis. I have a monthly contract that tell me that I can schedule a massage and I have never been delinquent with payment. They are unable to offer the service they promised for months. I am required to continue to pay for services and if I want to freeze my account, I am unable to schedule any services. I have been offered to pay a 20$ feel to half freeze my account where I won't accrue more services, but I cant't schedule them. However, I still cannot book the service I prefer. The next time I can get in for massage is in March 2022. I will have to continue to pay for services in January and February that I am unable to use. So, they are charging me for services they cannot provide me with. I was going to cancel my membership, but I have currently tallied up 46 credits valued at over ******* since this has been going on from covid. If I choose to cancel, I will have to forfeit everything. This is outrageous. Please help me.

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