Massage Envy — Attraction in Southlake

On Feb 2, 2024, at 1420, I got a massage from Massage Envy East, 100 N Kimball Ave #108, Southlake, TX. After the massage, I noticed a Valentine's Day Package (nonmembership), a $250 Advanced Skin Care Package. The front desk person explained what was on the flier (attached) and that it would be 2 credits. So, I set up an evening appointment for the advanced skincare package.

After my facial, the front desk person said I owed $30 for the package. I explained that it should only be 2 credits and showed the person the flier. She rudely told me the Valentine's packages were gift cards. I challenged her by showing her the flier and that no one mentioned I couldn't use it that day. She reduced the charge by $15, but said she couldn't do anything about the information on the flier. She said she could only notify corporate, and someone would call me. Through all of this she was disrespectful and never offered an apology for the incorrect information.

On Feb 3, I called again and spoke to someone else. The front person stated they were the manager and did not offer a solution or an apology for the confusion.

On Feb 9, I called again and spoke to Lily. She stated that she had not heard of my complaint and did not sound concerned about the situation. She simply told me she would have to send this up to corporate again.

I told her not to worry about it, and I cancelled my membership shortly after. The three managers at Massage Envy West in Southlake gave me the impression that they were not concerned about customer service, the false advertising on their flier, and it seemed like my complaints were an inconvenience/hinderance for them. I want to spend my money with business that appreciates me...

Avoid this place at all costs. I am filing a fraud complaint against them. I recently spoke with Tiffany, who has been harassing me with constant texts and calls over the past few days. Back in February 2024, I received a massage as a birthday gift from a friend. When I was leaving, two staff members offered me a promotion: 6 massages plus 1 free for $390. I explicitly asked if this was a package and not a membership, as I did not want to commit to another membership—I already had one elsewhere. They assured me it was just a package, usable at any time without expiration.

Six months later, I started receiving calls stating my account was suspended due to a declined card. I’m grateful I changed my card; otherwise, they would have charged me $360 for a 6-month membership without my knowledge. I never agreed to a membership—I was told it was for 6 massages plus 1 free. Now, Tiffany is insisting it was a 6-month membership, and I can only use my remaining 5 massages if I renew.

After months of no communication or contract, she suddenly sent the contract showing I had supposedly signed for a 6-month membership. This is a clear act of deception. They prey on customers not reading contracts fully and only sent it to me when I refused to renew. Tiffany even went so far as to shout at me, saying, “Do whatever you want, but you won’t get your remaining massages unless you renew and pay.”

This kind of behavior is unacceptable. As customers, we deserve better respect, and I intend to pursue legal action to hold them...

I accidentally booked my prenatal massage at this location, which is not my normal location. Because of that, I missed a massage. I went to my original alliance location who said I didn’t have one booked and figured that it must have been my mistake when booking (pregnancy brain is tough to work with sometimes). On my way home from my normal appointment location the front desk called from grapevine (I believe her name was Jody) to ask if I was coming. I explained the situation and apologized and said can we reschedule or can we use one of my monthly massages to cover this, as I wasn’t going to make it in time. She was rude, short and made me bad about the accidental mixup. As it was a prenatal massage, let’s have some grace for those of us who have had 50% of our blood flow redirected from the brain, as we can have mix ups from time to time. I’ll be sure to be extra cautious that I NEVER accidentally book here again. I’ve never had someone at the alliance location be rude, even with a mixup. They are always understanding...