Massage Envy — Local services in Coral Gables

I have been a loyal customer to massage envy for more than 10 years. I recently just signed up my husband as well.I’m sending this email due to the worst service ever received.I’m speechless on how unprofessional the management has treated me, along withthe service received.I booked a couple massage for my husband and I on December12th. That date was my actual birthday, and what a better way to celebrate by having a massage. Upon o making an appointment, I was very clear to bookwith a therapist who can provide a deep tissue massage. I always and only booka deep tissue massage. I have been going to that location for years.On the first encounter with the therapist, I discussed withhim again that I want a full body deep tissue massage focusing on my neck,shoulder and lower back. I have to keep repeating to add more pressure, and totarget other areas during the whole section. He never achieved the desired pressure.He never left my back. He only massage from my scapula area to the midback. Thewhole time it felt like he “was buying time” for the section. He only gently andsuperficially rubbed his hand back and forth on my back. He never did my neck, legs,or foot. NOTHING! I left the section furious! In addition, I have an enhancementfor the massage which he never used!He ruined my birthday! He ruined my morning and the rest ofthe day! It could be any other day. However, this was how I started my birthday morning! It was a waste of my time and my husband, and there is nothing more precious than time. I told the front desk of the horrible situation that I justencountered during my section. So, I was told by the front desk that it will notbe charged for the section. I agreed that I should not be charged for something Idid not receive. I should not be charged for something that ruined my day, my special day.The situation got even worse! I got a call from a personcalled Kristin from a South Miami, Florida location saying that they will chargemy section for that day. There was nothing else she could do. A week later,after ruining my birthday, I’m still suffering from that. She apologized if thetherapist was not a good fit, because he is not trained to do deep tissue. Iwas in shock and speechless again! I can’t believe I was even book the massage with him in the first place. I cannot believe she has the unprofessionalism of calling me aweek later to deny what was offered. I cannot believe that ruining my birthdaywas not enough. I cannot believe that I have to pay for a mistake in the location. She said that she will add to my profile. This just keep getting worse. I repeatedly said that I have been in that location for the past 7 years, and always requesting deep tissue massage. How come it's not in my profile that I only get deep tissue massage.   I’m sending this email to cancel my membership and myhusband! This is by far the worst service ever received. I'm furious and shocked how this is even acceptable from such a big franchise. No one should be treated like that, especially on...

I am sorry to say - BUYER BEWARE. I cannot think of a place I have encountered that has such disregard for their customers. I had a membership at the South Miami store and enjoyed the services that were rendered. However, I decided that I needed to terminate my membership. I was given the wrong information multiple times by different people at the front desk and was ultimately charged for three extra months ($59.99 x 3) I am a very thorough and clear communicator and asked and re-asked for confirmation that what I was being told was accurate. At some point later, I was contacted saying that I needed to fill out a form to actually terminate my membership which I was never previously told, so I did that ASAP and formally requested to terminate my membership on March 27, 2017. I was then told that shortly I would get a call from Vivian, the manager, to facilitate my three month refund, based on the fact that I was never told by multiple people that I needed to fill out a form to stop my membership and therefore, stop getting charged. I called to try to speak to Vivian several times and was never able to reach her (I was told she was on vacation, and then catching up after she had returned from vacation) and finally got a call from her on Wednesday, April 19th. She was not the least bit interested in the fact that I was given the wrong information by her staff and grudgingly said she would give me 1 month's refund when in fact I deserved 3 months, based on the lack of knowledge of her front desk staff. I explained this to her repeatedly but she did not seem to care and stuck with the above resolution. I cannot help but feel as if I got scammed and would never consider joining this particular Massage Envy or any other for that matter, in addition to informing everyone I know about my experience to discourage them from using your company. This was the height of poor customer service on Vivian's part and something that the company should look at very carefully. The irony is that Massage Envy is selling customer focused relaxation and spa services and that is exactly the opposite of what Vivian conveyed or offered. Additionally, I had one massage left on my account and they would not extend the expiration date to accommodate the fact that a medical issue precluded me from using it by the original expiration date. My advice it to stay away from this company and most importantly,...

I will NEVER step foot in a Massage Envy again, and I would never recommend this company. After having one massage there months ago, they insistently talked me into signing up for their monthly membership. I refused until they informed me of a 3 day grace period to cancel the membership. I signed up so they would stop pestering me. The next day I called, cancelled, and received a confirmation code. Easy enough, right? Wrong.

The next month, I received a call from Massage Envy saying that I had a free massage waiting for me, and would I like to schedule my next appointment. I thought this was suspicious, as there is no way Massage Envy would give me a "free" massage. I checked my credit card transactions online, and what do you know, I am being charged for the membership that I thought had been cancelled.

After weeks of calling, waiting on hold, being hung up on, leaving messages, and empty promises from Massage Envy staff, I have given up. Employees promised to leave a message for their managers, managers promised to call me back, and when I finally get ahold of a manager she tells me that my membership was never truly cancelled, and the only person who can help me is the specific manager that I dealt with the day I called to cancel. That is absolute BS. When I called to speak with that manager, she put me on hold for 15 minutes and then hung up on me. When I called back (several times) my call was ignored.

The business strategy of this company is absolutely despicable. Practically forcing customers to sign up for their monthly membership, and then lying to customers that want to cancel. To blatantly hang up on me, ignore my calls, never return my messages...baffles me. They don't have the time to return my messages regarding my cancellation, but they somehow have the time to call me every month to inquire about me scheduling my "free" massage for the month. The staff is always seemingly polite, but they are obviously intentionally ignoring me. I do not blame the employees, as I am sure their supervisors are forcing these strategies down their throats. This company and their business practices are absolutely despicable. Take your money somewhere else,...