Massage Envy

Marylou Rimmasch

I have been a client with massage envy for probably 12-15 years. I really enjoyed my personal therapist, but I feel it is time to end the relationship, not because of her, but because of the new ownership. Long time clients are pushed aside to try to accommodate new clients. You can't book a massage any time soon. No more calling up and asking to see someone that day if you are hurting. Instead it can be weeks out before they will fit you in. Sometimes they will cancel your appointment and lie about it when you show up. That happened to me two times. Keep in mind that I had booked the appointment two months before. And when I asked to reschedule, they have a very little window of availability and you can't book more than two a month. There are more desk people than therapists now. Oh, and let's not forget that the price is twice what it was when I joined. They didn't get twice as good, just twice as annoying.

Dumb Dumber

I am absolutely disgusted by the costumer service from this location and the American fork location. You get sold this membership and the second you put it on hold so you can actually use all your credits, they all of a sudden are booked out by three months, and they put in whatever they have come up, then THEY CANCEL ON YOU! EVERY SINGLE TIME! NOW CAN'T SEEM TO FIND MY ACCOUNT! HOW IRONIC MESSAGE ENVY! They also need to teach these employees some costumer service skills. I have been very tolerant with them cancelling my appointments that I waited months for, but to find today that they did it again without telling me, and then act like I don't have an account there after 6 years? Unacceptable!

Ronald Ricks

ZERO ZERO ZERO. Membership does not have privilege's. I understood and accepted in the beginning the lack of staff. Now it is a flat out joke and and I'll say it. A SCAM! Refund the membership money. Having to schedule two months out, and then YOU cancel the scheduled date with a follow up two months later is a very poor business practice. An isolated incident I may accept however, multiple cancelations is unacceptable.

Derek Newbold

Short Story: DO NOT JOIN THEIR MONTHLY MEMBERSHIP PROGRAM, YOU WILL REGRET IT!!! Longer Story: I am very active and am always fighting with back pain and massages do seem to help, so signing up for the monthly membership program to ensure I get a monthly massage at a discounted price seemed like a good idea when I signed up several years ago. This seemed to go pretty well for the first few months prior to Covid and I was happy with the therapists and the massages, however then Covid hit and the true nature of this company surfaced. During Covid the location was closed for a few months (like everywhere else) so it was not possible to get a massage, but of course they continued to charge me my monthly fee, which was the first concerning thing. But once they did open back up it was literally impossible to book and appointment in any reasonable amount of time, presumably because they had lost so many employees. So over the last 1.5 years I have tried to use my membership that I was being charged for monthly, but when I tried to book an appointment the soonest I could get in would be 2 to 3 months in the future, and several times when the day of the massage finally came they cancelled on me. I would have liked to cancel my membership sooner however the terms of the agreement state that if I cancel I lose any accrued credits, which by this time I had accrued close to $1000 worth of credits, so I didn't cancel for a while and tried to use up my credits, which proved to be impossible because that would have required having multiple massages per month, and I couldn't even get one. So finally I contacted management and explained the situation assuming that they would recognize that the fault was theirs and not mine and would refund my money, but I was shocked when they refused and basically said it was my fault for not using my credits. I even had this escalated to upper management and still no joy. So I finally decided to just cancel and eat the loss so I didn't continue to accrue unusable credits each month. They finally did agree to refund me for the several months when they were closed, but I still lost about $800 of unused credits. I understand that they were just sticking to the terms of their agreement that I signed, but given the special situation and the fact that they could not make good on their side of the agreement I am extremely shocked that they took this stance. As far as I'm concerned they broke their side of the agreement and were in breach of contract and have considered legal action, but honestly it's really just not worth my time for $800, but I will absolutely never do business with Massage Envy again. And based on what I've seen from other reviewers I'm not the only one that has gone through this, so as I stated in the beginning: DO NOT JOIN THEIR MONTHLY MEMBERSHIP PROGRAM, YOU WILL REGRET IT!!! As for legal action, based on the number of other people who have gone through this if there are enough others out there that have gone through this we may want to come together and consider a class action lawsuit against this company.