Massage Envy — Local services in Tustin

I liked the massage therapist a lot however I have some suggestions because I left the appointment kind of disappointed and entered it very confused. I don't want to name the therapist in order to protect her but think I should give some advice to people booking here:

My boyfriend booked the session for me with an add-on, and I wasn't told explicitly what the options were for the add-on, even though it was customizable. The massage therapist didn't seem to know what they were either when I asked her to list them out. The massage therapist also talked the entire time during the session and I felt awkward to stop responding to her because there was really no opportunity to do so and I didn't want to be rude, but I would have preferred a silent session. Maybe the forms at the beginning can ask how strongly someone prefers a quiet session.

Before the start of the session, I was given a tablet to input what areas I'd like a focus on, which I filled out. When I got to the room the therapist essentially asked me which areas to avoid, which I had also answered on the tablet. I really recommend that the therapists just take the time to review what I already answered instead of having me answer it essentially twice. The other thing about this was, I specifically told the massage therapist I didn't want my chest and stomach touched- but she interpreted this as an indication to also avoid my back, which is actually an area I wanted more attention on. Very confusing and disappointing! As I said, my boyfriend paid for an add-on which I believed ended up being a head massage but I could not tell what the options were. She was extremely unclear about this. I hesitate to leave a bad review on Google but I decided to because it was such a weird experience and I left feeling the same and not relaxed or loosened up at all.

The massage therapist also decided to make a “judgement call” about not doing deep tissue (even though I’m sure that is what my boyfriend paid for?) and I didn’t have much say in this, and it proceeded to be a very minimal massage in which she was essentially sitting down the entire time— again, avoiding my back completely! It was over SO fast and I was surprised when...

Bad expierence with billing practices. In 2016 I purchased a membership because after seeing the question on their paperwork "do you have an FSA account" spoke with a worker who told me the FSA account will pay monthly membership dues. They billed a whole year worth of dues (12) separate transactions at the same time. All of the claims were rejected. After finding this out I went and personally talked to the frachise owner Brittany Sieger because my phone calls were not being returned. She canceled my membership and appologized. In early 2017 I realized they were continuing to bill my FSA account....with an FSA account the money is deducted and if the service is not covered they deactivate your card until the rejected amount is paid. Upon finding this out I again reached out and it took me over 2 months to get it cleared up. Now 2018 comes arround and my FSA card is deactivated again because after March they started billing my FSA account again with out my knowledge. I am now doing a review because after calling them to tell them the problem they are blowing me off and asking for proof that I ever canceled. The manager Taylor Jamed who I had talked to and emailed numerous times last year to get it cleared up asked the assistant manager to take a messege because I didnt have the proof in writing that I had canceled. I couldnt believe after all the problems I had last year and the fact I have never used the membership and had made it abundantly clear I had not wanted the membership was not enough to honor my request to reverse the charges and i was inferriated he wouldnt even take my call. After looking though my emails I found a confirmation of cancelation from massage envy that I emailed over. I called back about 30 minutes latter at which time I was told it is very bussy and he has appointments he needs to attend to. He called me back and stated he is not refunding any thing even though I have never used the membership this year. Taylor is a very poor communicator and has no buisness in customer service let...

It’s such a bummer to read some of these poor reviews for this location, but I also understand that everyone’s experience is different.

The front desk staff has never been rude or incompetent towards me whether in person or over the phone. I think the key to Massage Envy is finding that core group of masseuses that complement your massage style preference and whatever your particular needs are for that session. I’m a deep tissue kinda gal- and I prefer minimal to zero chatting during the session (I want to be able to snooze if I need to)! After a few trial sessions and help from the front desk, I was able to book a session with Elmer, and as long as I can book him in advance- there’s really no need for me to try anyone else! Elmer has good “bedside manner”, he is polite and thorough about what the game plan is prior to starting the massage. Even when he does speak during the massage, he keeps his voice down and convo short which I appreciate! He is able to apply all types of pressure and easily modify if needed. If there is one word I would use to describe Elmer’s technique, it would be “Intentional”. To me there is nothing worse than feeling like a masseuse is just BS-ing, distracted, or killing time. I feel Elmer is dedicated to giving his clients the best experience, whether it’s a 1 hour session or 2.

Even though I’m pretty set on who my Go-To masseuse is, I would also like to mention that I have had awesome deep tissue massages with John and Eddie. Different styles but still very effective. If ever Elmer is unavailable and I am in a pinch, I would feel confident scheduling with them!

Lastly, while I was pregnant, Iliana was a great resource for pre-natal massages! For all you expecting mamas out there-...