Massage Envy — Local services in Phoenix

I would give my services a 5 star review as I have had exceptional esthetician’s over the last 10 months. Unfortunately, I would give this location a 1 star due to my experience with the front desk management.

I have had multiple back and forth conversations with the staff at the front desk regarding a membership I have attempted to cancel since March. Initially, the woman I spoke with informed me my membership was cancelled and I would be using my remaining credits within the allotted 60 days. Come April, I was charged the monthly membership fee again to my surprise. Upon calling and inquiring, I was told I needed to fill out a cancellation request form (which the woman I spoke with in March never informed me about). I visited the location the next day (April 6) for a service and filled the cancellation request form out as I was checking out. Come April 26, I was charged (again) for the monthly membership fee and was very disappointed as I physically came in to sign the form.

Over the course of the last week, I have called this location 6 separate times in which I’ve been told someone or a manager would call me back (of the 6 times, I received a call back once). I spoke with a manager named Danni on April 30 who at the time, I believed was the most helpful individual (she was the one person to call me back) in claiming my membership was in fact in cancellation, that I should not have been charged on April 26 as my cancellation form was submitted on April 6 and takes 10 days to process (which would be April 16), and that I would be receiving a refund within 1-2 days.

Come May 3, I realized I had not been refunded so I called to speak with someone. I spoke with a very helpful lady named Mary Kelly who let me know there were no notes in my account claiming a refund would be issued and she was not a manager so she could not assist. She let me know someone would call me the next day after adding the note for her manager to review.

Come May 4, I call again and speak with Danni (the same manager who spoke with me on April 30 claiming my account was cancelled and a refund was being processed) and she told me she needed to call me back within the hour. 3 hours pass and I call back AGAIN and ask to speak with Danni. I was very disappointed in her level of service, especially at the manager level. I asked why she told me she credited my account on April 30 if she never processed it or put it in my notes, and she apologized and said things got busy in the store. I then reminded her that she was to call me back within the hour that day and never did, yet I had to call back again (3 hours later) and she again said things got busy.

In short, I am incredibly disappointed in the level of customer service this location provided. Danni told me this was a training facility and used that as an excuse as to the poor level or service received. As someone who’s been in the customer service industry for 12 years, I am appalled at the lack of professionalism this location has displayed in rectifying a situation of cancelling a membership that they messed up, and their lack of competency in following through with the process they set in place as they “lost” my cancellation form I filled out in their store. I have cancelled my membership and will not recommend this location to anyone...

Make sure you read all the negative reviews, not just mine. Consistent issues with greed and continually taking payments without being able to provide services. Additionally, treats to be sent to collections, cancelled appointments, poor massage experiences, rude front desk, just to name a few.

I had been going to Massage Envy at:

3162 E. Indian School Road Phoenix, AZ 85016

I had a massage with Jennifer months ago and enjoyed her services. She is a great massage therapist. Due to my experience with the her, I enrolled in their monthly membership. I have 5, one hour, massages accumulated on my account. I went in for a massage on 11/25 and was told that I could not get a massage with Jennifer because I was pregnant. There is one therapist at the office who will do “prenatal massages.” I had this therapist one time previously when Jennifer wasn’t available. She spent my entire massage going on about healthcare conspiracies. I work in healthcare and was blown away with her comments, let alone the hour and a half I did not get to relax. When I asked for lighter pressure it was ignored. I walked out feeling worse than when I went in. I was told having a massage with this person was the ONLY option at the location near me. The only other option they provided was to go to a different location. Again, I didn’t sign up for a different location or different therapist. I asked to pause my membership and was told I couldn’t have access to any of my credits, that I had already paid for until I started paying again, OR I could pay $20 a month to keep my account active. This is not what they advertise when signing up. I am disgusted with the lack of customer service, accountability, or understanding. I spoke with Daniel at the front desk and expressed my frustration and was told the “manager” would call me the next day. Instead of hearing from the manager, Daniel called and said they had a resolution for me. He then proceeded to offer me the same 2 options as when I was in office the day before. The “manager” couldn’t even call me as promised. This is the second time I have been told I would get a call back from the manager at this location and never heard anything.

I finally submitted a complaint to the BBB and my credit card company who suspended the payments. Within HOURS I received a text message, email, and call from Massage Envy requesting a new credit card to be put on file. I AGAIN requested to speak to the manager who, again, wasn’t there. Supposedly a note will be left for them “Daniel or Christine,” to call me.

I am not one to leave poor reviews, but this has been one of the worst experiences and worst customer service I have ever had and I hope it can help someone else going forward. They do not care about their clients or the fact that they cannot provide services you are paying for, it is all for their profit. Heed caution and find a relaxing environment elsewhere.

12/18/2024 I heard from the regional director who was very kind and genuine. She helped me find...

I like the ability to register an appointment online and give details to what I'd want in a massage. A practical assessment of my first visit to this location shows this location can use improvement in staff and climate. When I arrived the office it was so cold inside and found out that they have issues with the owner of the building making repairs in a timely manner. I was greeted by front desk staff on a cell phone and they held the cell phone to their ear throughout my transaction. They said their manager was on the phone. My expectation (and practice in customer service) is that you tell the person on the phone, "I have a customer can you hold please?" I met my therapist who seemed distant as of they had something weighty on their mind and not quiet prepared for me. I registered 2 hours in advance online answering ALL of the questions they ask at the beginning of your session so it didn't make sense to me, at least, why the therapist had to ask me what I was struggling with or areas of concern. They did exceptional service in massage and with light conversation they seemed to relax a little. It was SO cold in my room making it difficult to disrobe or redress. On checking out a worker came through the front exclaiming someone called out to which the others present commented aloud "yeah, of course they would." In customer service I was taught to never talk about co-workers or issues in front of customers. I like the therapist's technique. People have bad days so I've planned a return appointment to give them a second chance at a...