Massage Envy — Local services in New York

DO NOT GET THE MEMBERSHIP HERE!!! IT IS A SCAM!!! I signed up for the membership in 2015. In 2016, I cancelled -- I always found the therapists themselves perfectly good, but it was often hard to get an appointment and I found I wasn't using it. When I cancelled, I signed a cancellation form, and asked the person there several times to be sure that I wouldn't be charged for future months. He assured me that he was cancelling my accounts and that I wouldn't be charged again. When I cancelled, I had several treatments accrued that I could still use, so over the next few months, I used up my accrued treatments. Each time, I explained that I had cancelled my membership, and the desk person would confirm that yes, my membership was cancelled, but that I had X treatments remaining. I used the last of my accrued treatments in Nov 2016. On Monday of this week, I discovered that they have CONTINUED TAKING OVER $70 OUT OF MY BANK ACCOUNT MONTHLY ALTHOUGH I CANCELLED MY ACCOUNT IN 2016!!! THE AMOUNT THEY HAVE TAKEN SINCE I CANCELLED IS OVER $1500! Reading through the reviews, I see that P.C. HAD THE SAME EXPERIENCE AND POSTED A SEPARATE REVIEW ON YELP ON 7/5/2017 -- THAT THEY CONTINUED TO CHARGE HER CREDIT CARD WITHOUT AUTHORIZATION AFTER THEY CANCELLED HER MEMBERSHIP.

DAY 1: On Tuesday, I called them and explained the situation and the employee said she'd look at my file and call me back. No return call. DAY 2: On Wednesday I called back and was told I needed to speak to a manager who wouldn't be in till 11. I tried her at 11, 11:30, but she still wasn't in. I had a medical procedure that afternoon. I finally hear back from her, and she says I need to speak to the owner and she'd have him call me. DAY 3: Thursday, I call the manager back and say I haven't heard from the owner, and could she please give me his email address. She says she'll explain that it's urgent, and that she'll email me his email address. No return call, no email. DAY 4: Still no return call. I call back in the afternoon. I'm told the manager will be in later today. This remains to be seen ... I'll update this review if and when I hear back. **UPDATE: no return call. DAY 5: I receive a call from the reception person explaining that the manager isn't in because she's sick. I explain that the owner (a different person) is supposed to call me and hasn't for 3 days. She says she doesn't know why the owner isn't calling me back. DAY 6: I receive a call (while I'm at a child's birthday party) from the manager. She says that she is willing to refund me half of the 20 treatments I have been charged for since I cancelled. The other half I will have to take in massage credits. I tell her that is unacceptable -- they can't just take money from my bank account without authorization and then say I can only have part of it back in the form of treatments I don't want. I inform her that, since the amount in question exceeds $1000, this reads as grand larceny embezzlement under state law, which is a felony. I later call her back and ask her for the owner's direct contact information, since she says she can't offer another deal without his authorization. She refuses to give it to me. DAY 7: No return call DAY 8: I call the manager and again explain the deal is unacceptable and why and again ask for the owner's contact information. She again refuses to give it to me. DAY 9: I receive an email from the owner saying he'll call me later that afternoon. After several hours I email him back saying can he specify a time because I things to do and can't just wait for him to call. No reply. I try calling him twice. No reply. At 6:00 pm, I have to pick up my...

This rating is an overall review. If it was just strictly for the atmosphere and reception, I'd definitely have given 5 stars. But because of the specific therapist I had, this establishment gets the mark it gets. Bear with me while I establish my anticipation.

I've never gotten any sort of massage or work on myself in my life. I've worked very hard all my life and I know my family appreciates the fruits of my labor. So, for this past Mother's Day 2023, my son got me a gift card to this establishment he saw advertising. I was so looking forward to go. I was hella excited and anticipation grew more when they contacted me about keeping my appointment 24 hours before.

Upon arrival, front desk staff was so accommodating and nice. Faith, the young lady who took my information also offered me a beverage, gave me a tour of the facility and gave me more reasons to be excited. I was taking in the ambience waiting for my therapist to call me. When she saw me, I saw the instant disappointment and dejection in her eyes. But, trying to be optimistic, I pushed that thought away and just thought to myself, go for it! you never do any pampering for yourself. Relax and have a good time. I can say, for sure, my therapist is good at her job. I felt strain release and relaxation like never before. But, I also felt cold vibe, almost a meanest coming from the therapist. Her only way to relate to me was to insult me. I told her about my pain and areas focus on. She complied with my issues and I told her my body was so at ease, I felt I might not be able to walk. To this she said "don't pretend you can't walk just because you don't want to cook tomorrow at the cookout". (The next day was Memorial Day) I found this offensive because you think that of course, I'm black and little thick, sure I'm going to a cookout or hosting one. Well, I don't do cookouts, I actually respect and revere veterans on Memorial day. Its not a day for me to be loud, obnoxious and eat til I split. Or to shop outlandishly. That's not my lifestyle and for you to judge me is a bit much. I wonder if I was of another race, if she'd say that to me. I'm sure you might think my therapist, Denisha, is etc race. But no, she's black, like me, possible an extremely similar shade. My point is people need to stop assuming or generalizing, same race or not. Its offensive and demeaning and extremely rude. Some people need to be trained in socialization before they work with the general public. it's not funny, cool or small talk. its mean and rude and there needs to be a platform on intra-racial microaggressions and bullying. its a thing that goes on in the black community especially black women amongst black women and no one talks about or even addresses.

Needless to say, no matter how I tried to put a positive swing on this thing, it was ruined for me. I would never go back nor recommend them to friends or family. With things like this, I often wonder who hires people who would make a client feel this way. Then it's a matter of not having faith in the company itself. You only get one chance to make a good first impression.

You may have better or different experience than I had but I always am going to be honest in my reviews whether good,...

I'll start with a positive - Steve, the manager/owner is fantastic. He's very nice and you can tell he's passionate about his business.

Where Massage Envy (perhaps just this location or the franchise as a whole) fails SPECTACULARLY is with their membership model and the terribly aggressive and rude desk staff.

We were given a gift certificate to Massage Envy - as noted in other reviews, if you're new to Massage Envy, expect an obligatory "membership sales pitch" at the completion of your session. They pulled out all the stops and threw in some promos that made us feel borderline stupid for not subscribing. Honestly, we were only there because of the gift card...take your cues and know when it's time to back off.

That's not even half of it though...Wait till you see the signs all over the lobby regarding tipping. Well, it just so happens that they "get a lot of customer questions" about how much to tip, so they did everyone the courtesy of printing and mounting signs everywhere with their answer!

"15-20% of the NON-MEMBER price"

Mind you, the non-member price for a massage is anywhere from 50-75% higher than the member price. So, after members plunk down about $80 per month to "subscribe" here, they're then asked to pony up a 30-35% tip for each and every massage they receive as a member. So what on earth is the point of membership then, and where is that monthly membership fee going exactly, because it certainly isn't going to the therapists...

Rant aside, reflecting back to our visit there, upon finishing our massage, my wife and I did what any self-respecting New Yorkers would do: we completely ignored the signs, deciding to provide a tip that we thought was commensurate with the service we received. When we told the woman at the desk the dollar amount to add to our total bill for a tip, she said "that's for each massage, right?" To that, we answered, "no, that's the total."

She snapped back, "Oh, so you're not tipping based on the suggestion, per the sign?" while pointing at the two identical signs to the left and right of her computer.

"No, we're not."

And with that, we signed over our gift certificate and our conversation ended, as did our interest in ever returning to this or any other Massage Envy. This is not the way to make a first impression people...

(For what it's worth, my actual massage was a solid 7 out of 10, but not worth their non-member price, and certainly not worth their non-member tip...