Massage Envy — Local services in Miami

I usually go to the Brickell location and its great, showed up here to get a massage the other day and they put me with a person that didnt speak english (which is not a problem so long as she asks if I speak the language as well). I asked her for a face tissue because i feel more comfortable laying my face on it than on the linens and she went nutz saying that things are clean all the time and that she didnt have to put it because thats not how they do things, I then proceed to tell her that as a customer and things going on I FEELL SAFER IF EVERYTHING IS DISPOSABLE INCLUDING THE SHEETS BUT Massage envy doesnt offer sheets but im pretty sure they had tissues THAT I CAN BE CONTENT WITH JUST For THE FACE AND ASKED FOR PAPER TISSUES AGAIN, she told me to go back to the front desk and figure it out and so I did because she couldnt help. Front desk staff were quick and switched me to another provider and gave me the tissues to cover the face cradle, only problem is that now im almost 25 minutes to my appt and have to switch rooms and technician which only allowed me about 33 minutes of my service. I STILL GOT CHARGED FOR THE WHOLE THING AND THE MASSAGE WAS MEHHHH. The lady had great hands but i guess they dont all use standard products because the liquid she used to massage me was very watery which took long to dry and made me real cold, asked about a/c and was told the bed has a heater just wait you will be ok.

Also sheets were stained with blood like spots and hair on bed, wall are also stained and dirty looking this place is a covid nightmare and it shows.

Terrible experience went in to relax came out needing another massage had to get a massage somewhere.

NOT SURE WHY MASSAGE ENVY IS ALLOWED TO RE OPEN AND HAVE NO DISPOSABLE SHEETS OR FACE CRADLE... this is nutz not going back again and thinking about legal methods to cancel remainder of membership not because the experience but because of reckless cross contamination practices during times like these.......

One week ago, I booked an appointment. It was by far one of the worst experiences I've ever had with a Massage Envy. My therapist must not have been feeling well. She was coughing and sneezing a lot during the session. Her English is very limited, which made communicating with her a challenge. Her usual routine was non-existent as she took shortcuts for the massage. Despite this, I tipped anyway because I recognize we all have bad days. What I usually tip (20%) or $15.00 was not what I was charged. I said 20% to the receptionist, and I was charged $26.22. When I asked why it was, the receptionist said "Oh I'm sorry there's a $1.00 service fee on top of it" $26 vs $15 is a big difference, especially for a subpar massage.

I called on Monday to speak to Rachel. She gave me the runaround by telling me she needed to call corporate, and she would call me back by Wednesday. Well, that never happened. I even asked her to credit my account for the difference and I would apply it to the next massage. I called again on Friday, I spoke to Jaylissa (I believe that was her name). She told me Rachel had been out. Really then how did I talk to her on Monday and when I called on Thursday she had just left. All of this for an overage on a tip because the company uses Tippy now. The membership rate went up-NO email, NO communication that this had changed. I asked Jaylissa for the paperwork to cancel my membership. You will have it in 2 hours. It was never received and, yes, I checked for spam.

I phoned Corporate, who basically said they would escalate it back to the location. The level of Customer Service is beyond zero! Advice to all use cash when you want to tip and make sure to read...

I had been a member for 2 years with ME Midtown. Membership includes 1 session a month. In March I had a severe leg fracture which made bed-ridden for 5 weeks, I could not walk much less leave my house. Months later, thinking I have been carrying over a session from when I could not visit I went to get a massage (told the attendant I had a carryover session when booking). Upon FINISHING the massage I am told I have no credit and I have to pay! The manager pulled up my record showing I had used all my massages and being in a daze from the massage I paid. When I got home I realized that their records show I got a massage 1 week after my surgery, which is physically impossible! I could barely get from the bed to the bathroom...much less go have a massage. I have pleaded with the manager (Jennifer) to receive a refund or at least credit to no avail. I offered to bring in all my medical records. She completely shut down, says she is unable to do anything and gave me another number to call "customer service", which was actually another ME location, which told me they have nothing to do with it. Jennifer is absolutely worthless as a "manager" as she is unable to resolve an issue and is willing to lose a 2-year member over a $40 dispute with medical records backing. I have requested also to terminate my membership to which she said she cannot do anything about (what?!) so I have blocked further charges on my card from the business.

NOTE- This location is under new ownership, which seems to have no clue how to treat or retain their members. I would rather pay more than be...