Massage Envy — Local services in Denver

Poor customer service.

I was a member for about 2 years. I found a therapist that I liked that always did a good job and paid attention to which areas I asked her to work. However, over the course of the membership the front desk repeatedly failed at customer service. On once instance, their A/C went out in the morning and they closed early. I showed up at 7pm to find a note on the door. No call to let me know they closed and reschedule, thanks for wasting my evening. I complained and they took care of it but my night was still wasted.

I also bought my girlfriend a pre-paid membership for 6 months. They never got any of her contact information on her first visit and told her not to worry about filling those parts out. Additionally, they kept my number as her contact information. I informed them several times that they had the wrong number and gave them the correct one, but they never thought to write it down or enter it. We went recently to use her last hour and it wasn't until after the massage that they informed us that her membership had expired and that she would have to pay the full cost of her 1.5 hour massage, a wopping $114. More over, the girl that "helped" us was already prepared when went to check out with all the information about the policy and had my girlfriends information pulled up. Why didn't they mention this to us when we showed up that the membership had expired? And, because of them not getting her contact information, she never recieved any of their calls to remind her that her membership expired and we were a mere 20 days late. To make it worse, the manager we were speaking to would not budge on doing anything to help us out or make it right, and the manager sitting next to her said she was only helping out from another location and if it was her she would fix it, but since out girl was already on the case she could do nothing... thanks. In the end, I used a guest pass to get her a discounted rate for a massage I already paid for once and then they used a 50% off coupon from a Valentines day promotion. This is after 20 minutes of talking to them and finally working with a different maganer.

A third occasion, we made appointments a day ahead and when we showed up they had cancelled my girlfriends appointment. Apparently someone had cancelled and the front desk cancelled the wrong appointment. We waitied for 15 min to see what they would do. Finally, they gave my girlfriend the therapist that was supposed to work the cancelled appointment but it wasn't the person we had requested orginally. They did nothing to make up for the error they made and they wasted a bunch of our massage time.

For just stopping in for a cheap first time massage this place is fine. But long term they have no respect for loyal customers or customer service. If they wanted us to return you would think they would try to make it more pleasent. My advice: If you want a cheap massage buy any of the $30 massages offered on groupon and living social everyday and don't waste your time with this over...

I had a poor customer service experience at this massage envy location. I was told that I received a text message in the morning (while I was asleep) that my therapist was unfortunately still under the weather. This implies to me that he was sick prior to this morning. I received a text message the day prior confirming my appointment. Is there a reason that I did not receive a message the day prior about him being sick? I might have wanted to cancel my appointment if I knew he was sick.

Unfortunately, I did not receive the text message the morning of my appointment, after receiving a reminder text the day prior, and I showed up to my appointment. I have a few concerns, since the garage is closed for repairs I parked on the street and paid the meter. I was aware the garage was closed from the text message the day before. I acknowledge now that I received the message the morning of the appointment but I was working today and it got lost in unread text messages. Missing text messages while asleep or at work must happen to others. I reviewed the message that I received and it does not explicitly say that my appointment was cancelled, it only said my therapist was out sick and to call back to get on the schedule. It also says to please confirm that I received the message. Since I did not confirm that I received the message why did someone not reach out again? Also, the text does say that they tried to leave a voicemail but the phone cut out. What does that mean? In this case I would think you would call and text back again closer to the appointment.

I did receive an email time stamped two minutes after my appointment time that my appointment was canceled.

If a client called to cancel same day they would be charged a late cancellation fee. I asked about getting a refund and was told that I could not get a refund or be reimbursed for parking. I asked to speak with a manager and one was not present. I understand it was a Saturday and you might not have enough management staff to have managers present during business hours. I asked for a managers phone number and the check in staff did not have one to give. I asked for a business card of the manager and the check in staff did not have one to provide. I was offered a managers email that was provided on a sticky note.

I have been a member at this location for many years and also referred friends here and family to other locations. I will not recommend this location going forward.

This review does not reflect the talent of the therapist but more on the customer service of...

My experience with this location has been extremely frustrating and unprofessional. I signed up for their membership, which is advertised as cancelable at any time, but the cancellation process has been unnecessarily difficult and poorly managed.

For the past two weeks, I’ve been trying to cancel my membership with no success. The staff rarely answers phone calls, and the email addresses listed on their business cards, pamphlets, membership contracts, and even those provided by the front desk are incorrect. I was even given two email addresses that were no longer active.

I went in person to cancel my membership, filled out the required paperwork, and was assured by the front desk staff that I would be contacted within two days to finalize the cancellation. On the cancelation form I filled out (you don’t have to at other locations) it was noted very small and not bold enough that it would take 10 days??? Why is one location able to cancel same day and others not? Why did the contract I initially filled out not specific that either? It says cancel any time!! I specifically requested that my card not be charged, as I was no longer using their services. However, three days passed without any follow-up, and I discovered that my account had still been charged.

After receiving no response from this location, I had to contact another Massage Envy location to get the correct contact information and to have their manager notify the manager at this location that I needed to speak with her urgently. Only after texting their provided number did someone finally respond. When they did, they claimed they were unable to cancel my membership because it was “inactive,” citing that I hadn’t paid since 12/13/2024. I provided bank statements showing I had been charged twice during that time, yet they insisted I would need to pay for another month to cancel my membership.

This experience was completely unreasonable, especially since other locations have canceled memberships over the phone on the same day. Despite having proof of my communication attempts, this location claimed I had never contacted them. Ultimately, the manager agreed to “make a one-time exception” to waive a suspended payment and proceed with the cancellation, but this should never have been necessary in the first place.

The lack of communication and accountability at this location is unacceptable. I strongly recommend visiting the Thornton location instead, as they are far more responsive and professional. I will not be returning to...