Massage Envy — Local services in Boston

Extremely disappointing customer service, possibly the worst I've ever seen. Several months ago, I decided I wanted to cancel my membership as I was not using my massages and had accrued upwards of 10-15. I was automatically renewed and continued to be charged without any sort of notice; originally when I had signed up I had thought it was only a 1 year commitment. I reached out to my local Massage Envy where I usually go, but they said I needed to get in touch with the location where I signed up as they are all independently owned and operated--understandable.

When I called looking for the form to cancel my membership, they said they were unable to send it via email and that I would have to come to the location to fill it out. I explained that this was very inconvenient for me, as although I originally had signed up there I no longer live anywhere close to that location. They said they would ask the manager if they could email it to me. I never heard from anyone. This happened several times, so finally I just decided to make the trip all the way there. I spoke with a gentleman at the desk who was very helpful, but explained that if I cancelled I would lose out of all my massages that I had accrued after 60 days. Now, with 12+ massages accrued and no intention of using that many massages in the course of 60 days, I am losing out on upwards of $700--which is honestly ridiculous. The gentleman offered the suggestion of freezing my account for about $10/mo. instead of cancelling so that I could continue to use my massages without paying the full monthly fee and accruing more. I filled out the form for this and was told that I would get confirmation from a manager--which I never did. A few weeks pass, and sure enough, my regular monthly charge appears. I called and asked to speak to a manager to get this sorted out, and was told a manager would call me back. They never did. I thought it was possible that the membership freeze would not go through until the following month, so I let it go. Sure enough, another charge appeared for July. I called FIVE days ago and left my contact info and was told a manager would follow up with me. They never did.

I have now emailed the corporate office as well as the manager and have received ZERO assistance with this. A member should not have to jump through hoops and be ignored for months in order to make adjustments to their account. I have been a member for several years now---if this is how you treat your members then I'm surprised you have any left. I will be escalating this matter due to the amount of money I've lost while waiting...

This Massage Envy location demonstrates some of the worst customer service I have experienced and runs their business on very non-customer friendly policies. I have explained my situation below, but do keep in mind that each Massage Envy location is independently owned and some locations are far better than others. Additionally, this is not a reflection on the massage therapists that work there.

I had a monthly membership and was extremely satisfied with my masseuse. I started traveling for work and could not visit as frequently, so had 9 massages accrued at one point. When I spoke to a staff member about canceling, they suggested they place a 6mo. hold (i.e. active account with no monthly charges) on my account so I can catch up. After that, it seems they reinstated the normal monthly charges.

During that time, my bank had sent me a new credit card as they transitioned to chip technology and I had switched phone numbers. I am told someone from here tried to contact me multiple times to switch the credit card on my account and suspended it after they could not reach me. Since I no longer visited the location, I had no idea this had occurred.

It is now a year later, I have since moved and have a more stable travel situation. When I tried to transfer my membership to a new location closer to my house, I was told the Back Bay location would have to remove the suspension first.

I called this location and was told I had to pay for the past year in order for them to reactivate my account. Bear in mind that I have not used their service for two years now and I received no written notification or an email to inform me of the above situation. I was told their manager (Stephanie) might be able to help and would call me, she never did. I finally got in touch with her and she tried to cut a deal with me that still required me to pay an absurd amount for a service I wasn't even allowed to use considering the suspension.

I submitted a grievance to Massage Envy directly and received over a week later telling me they have passed on my grievance to their manager, and that the manager would contact me directly - which never happened. The new location I am trying to transfer to has made multiple unsuccessful attempts to get in touch with the manager.

This doesn't seem to be the first negative review on this topic, I am extremely disappointed that the Massage Envy franchise would entrust their brand's reputation with such...

I really dont know where to start... I happily joined massage envy in Saugus, MA back in 2012, during that year I was only able to get a massage the 1st day. They were never able to find my account anyways A year later I went to a diff. location to cancel they said they did then I realized that my account was still being charged througout all of 2013! then I complaint to 3 different locations. I was told that I could not get a refound because they dont do refounds so they did finally cancel my membership and gave me 2 months to finish using my 11-12 massages that I had paid for!!! 12 massages to which I could only use 4 because I ran out of time and after those 2 months I was not able to use them again those are 8 massages they charged me for that I could not use.. services that I shouldnt have been charged in the begining because I had canceled my membership a year ago. I am losing $400 of services here because when thou it was not my fault that they hire incompetent people to work at their facilities I was still not able to get those services as gift cards to transfter to other ppeople or to use i a future.. the manager in Saugus, MA technically was forcing me to use couples massages or get 2 hrs massage and facil so I could use all of the 12 services I have paid for before I ran out of time. For personal reasons I couldnt use the massages during the 2 period time they gave me. I just dont think it is fair that I losing my money and I was not able to fully get the services I paid for even when It was not my fault but theirs what happened...