Massage Envy — Local services in Atlanta

So I decided to get a massage before meeting-up with friends to celebrate my milestone 40th birthday. I made the appointment online the night before and arrived 30 minutes early. Catherine was very professional and kind. I waited in the waiting area after taking my assessment via a tablet. The waiting area was basic, yet tranquil with light sounds & a dark atmosphere that made it ideal to get you in the right mindset for a massage. That's until Kristina politely informed me that my massage therapists was running late "due to traffic." I've resided in Atlanta for over a decade so the "late due to traffic" is just not a legit excuse because we all know how traffic can be. I asked how long and when she returned to tell me 30 minutes, I canceled my appointment because I had other plans and I have a reputation among my friends, family and colleagues to arrive on-time. Kristina did offer other services, but I declined because I knew what I wanted to relax my body and mind. Also, Catherine and another staff member apologized on behalf of Massage Envy. She took my number and said the manager would contact me the next day after noon. Let's just say, I'm still awaiting that call. This was my first experience with Massage Envy and it left a terrible first impression. I typically go to boutique or upscale spa locations and I will continue to do just that because I receive guaranteed superb on-time service. Convenience for a last-minute spa (1-day advance notice) is not worth it. You can't give me back the time I lost waiting for a massage that I never received. In fairness, I understand things happen, but when the manager doesn't call to apologize that speaks volumes about your business and...

I have invested my monies into this ME West Midtown location for over a year. I have experienced good and and therapist, yet I still supported because it was the closest location to my residence.

I receive massage as part of my wellness regime and on average I receive 4-6 massages a month which is well over the minimum monthly membership fee.

Sometimes I tip and sometimes I do not; however my financial contributions help pay therapist salaries and maintain the operations of this establishment.

Recently, my experienced has become unpleasant due to one of the lead therapist Kyra. She told front desk personnel to cancel several appointments for no justified reason. This trend has now trickled into other therapist cancelling appointments.

As a professional myself, I understand the importance of communication and transparency. I was told there were scheduling conflicts and this was untrue. I can accept the refusal of treatment; however do not defame my character in doing so.

She has encroached upon violating HIPPA laws by gossiping and spreading false information about my health information and the client-therapist relationship.

I would recommend for the owner of this franchise to educate staff and massage therapists on professionalism, customer service, honesty, ethics, HIPPA laws, communication, accepting client feedback and understanding that tipping is a courtesy not a requirement.

I will soon terminate my membership as a result of being devalued and being treated...

I personally no longer do business with this location due to the predatory practices at play.

I went in with my husband in December 2021 to inquire about closing my husband's membership as it was a gift and didn't wish to do the upkeep. They offered to freeze the account instead and we agreed. Fast forward to August 2022 I noticed the charge on my account and called and asked about options for cancelling. After having to incessantly follow up due to the manager being out ill and no one seeming to have enough information about cancellations I finally get a call back after demanding the manager call me.

She calls to now tell me 10 months later because it's September by this time that the account cannot be cancelled until January because when you freeze your account for 6 months they add that to your contract. They did not inform me of this in December 2021 so now I'm stuck in a contract where if I had known this we would have cancelled as planned. I find this predatory and dishonest. Of course no one takes responsibility and we will be cancelling the membership there

Highly encourage others to visit the Massage Envy on Ponce. Even though the locations have the same owners, management is better at Ponce from...