Massage Envy

Massage Envy as a whole is a horrible company. You will never be able to use your credits and they say they can’t do something and then you talk to someone at the same location next time and it’s an easy fix. They are either all liars, lazy, or just don’t care. Don’t waste your money.

I have been a customer for over 10 years. Aurora Southwest is my “home location” but I live in a different state now. I have been trying to cancel my membership for about a month to no avail. The Aurora Southwest location almost never answers their phone, and I can’t get them to email me the cancellation form like they said they would. It can only come from the manager, and the manager never seems to be there if I finally do get a hold of them. I’ve complained to corporate to see if they can help, but they said only the specific location where I signed up can process the cancellation. I am beyond frustrated, and refuse to let them take any more of my money if the cancellation is not processed by the time my next payment hits my credit card. Horrible experience and terrible customer service. Someone answer the phone and send me the cancellation form already!

I have been a member since 2009. I did not cancel during the pandemic and have been patient as they worked through staffing issues- I pay every month and I cannot get a massage apt unless I schedule months out/ the website is not great and now I can’t get anyone on the phone. I guess I need to cancel my subscription but I will loose about 40 massages I’ve already paid for. They don’t have the staff to sustain their subscription service . So frustrating

When I went there many years ago the therapist just rubbed my body and didnt massage me. When I tried to complain I was shot down. Glad to see none of those people are there anymore. Cant afford to live in Colorado on reception and massage pay especially with how terrible they are.

I would strongly recommend against going here. We have had a few massage memberships and this one is definitely the worst. Several months ago, we decided to cancel our membership as it no longer fit our needs. We jumped through an inordinate amount of hoops to get the membership canceled to no avail. We were given the runaround about having to speak to the manager, the manager needed to submit our cancellation paperwork, and after receiving several unauthorized charges on our credit card, I was assured that they would remove our credit card information and the membership would be canceled. Earlier today we received TWO additional unauthorized charges and at this point Im not sure if someone has our credit card information and is randomly charging us or if the management is just unbelievably inept. Every time I have called to talk to the manager, she is never there and never returns messages and notes left for her. If it were at all possible to give less than one star I definitely would just for the way this location is run and the complete disregard for customer service. It is especially unfortunate because they have some good massage therapists and estheticians here but their expertise isnt enough to overshadow the numerous unauthorized charges despite cancelling. This place is a scam.

Not a wide variety of available therapists, rarely answered phone, and corporate monopolizes available sessions for new clients only or regular bookings are months in between. Ditch the ME membership and go with a mobile massage company instead- lots of services and options available.

Finally gave up on getting appointment online. Kept getting an error & told to call a phone # that turned out to be the locations #. Left several messages with no return calls. Went down to make appointment in person. I went on Fri 2/3 & got a Tue 2/7 apt at 4:00. Showed up for my apt to discover they had canceled my apt. 1st person said it was canceled on Monday & the 2nd person said it was canceled 3 minutes after it was scheduled. Left with phone # for corp office. I want the $ my husband paid for the gift card.

The price point is there if you ever actually get the message. They cancel frequently “ COVId” and you can never get anyone on the phone. I’ve been trying to get canceled out of my apparent 12 month contract I was told was month to month but ended up being mandatory 12 months, for a while now. Every month they lose my credit card info, suspend my account making it so I can’t get messages at other locations, then never answer the phone so it can get resolved. Other locations know them by name and constantly are talking bad about their office. I don’t even live there anymore and I’m stuck. I’m so over this company.

If I could give 0 stars I would. As a client whose been a member for 2 years , paid for 13 visits this year that I havent used, tried to cancel my membership September 15, before my renewal date on September 17th, was told the only person who could do this what out of the office for the next 3 days , [ which anyone can make your account, but cant close your account? ] was sent messages stating my account is in arrears wont be closing until my account is current?!BS. Contacted corporate, after receiving another message saying they are sending me to collections

Canceled my membership in AUGUST! I can never find an appointment so Im wasting money. I went into this location and filled out the paperwork in person. They told me not to worry about it and would be canceled. I was charged yesterday and tried calling 4 times and never heard anything. Went back to the location and my paperwork was NEVER processed! The manager had to be called and she said she would call me when she got in - never heard anything back from her. Tried calling again and NOTHING! I asked the kid behind the desk for a refund as I had filled out the paperwork and he said everyone had quit so he doesnt know how to do that and it would be a manager thing to do.... this is may be the case and not his fault, but come on ME - communicate with me...

This is a great location in a beautiful Aurora outdoor shopping center. Ive been to Massage Envys before, have been a member of their wellness program in the past, and have even worked at one so I knew what to expect.The staff was very pleasant when I booked the appointment over the phone and offered session times that worked around my difficult schedule and recommended a therapist based on my needs and preferences. When I arrived for the appointment I was pleasantly greeted and Bernie at the front desk suggested adding on aroma therapy and I did! My therapist Ed was amazing. He managed to make the session relaxing while also spending extra attention to the areas that I was experiencing the most pain, discomfort, and stress in. He was well experienced and clearly enjoyed what he did.After my session, Bernie was very helpful getting me checked out and explained the wellness program to me (even though she knew I had worked at ME before) perfectly. Doing her job well but not being pushy about selling the program. She gave me the wellness plan that Ed had written out after my session. She also told me sh had been there for 10 years, which tells me she loves her job too. Outstanding experience from start to finish.If I do decide to enroll in the wellness program again I will absolutely enroll at this location, as they were the staff that provided me with the fabulous experience and information,. I also work in customer service and sales and appreciate a nice balance of both when Im a customer.Will definitely return to this location.

This place is deceptive and I’m glad Im not the only one to say it. We were told the membership program was a better way to get cheaper massages so we joined but we were unaware of the 12 month term because it was never discussed with us. When trying to convince us to join the program, the girl mentioned all the benefits and perks and asked for the card information to get set up but never mentioned terms and agreements. Also one thing she lack to mention was if you miss a payment your account gets “suspended” and they are unable to use the credits that you have on your account already. We missed a payment at the end of September due to being in a trip and because of this they cancelled our massage that we booked for October when we had credits to cover the massage for that day..This place wants to continuously charge my card and not let me go to appointments I booked when I have more than enough credits to pay for the massage. Long story short, this place uses deceptive tactics to take your money!

My massage appointment was cancelled 3rd time on row,and nobody even apologize once. After I have started to talk with frustration to manager(Shara ) , instead apologizing she give me lecture about you can talk to me like that.All what I was asking why if I missed(for any reason) appointments they charge me time and money,but if it their fault my time does not mean nothing,nobody cares.I am member with their location about 10 years.Loyalty is 0.I am hoping owners will call me as manager promised email to them.

If I could give them a zero star I would.First they are not military. I froze my account while deployed and in less than 2 months they reactivated it. They have been hard to work with every step of the way. I moved and have never been able to book an appointment an my local massage envy they over work the employees.During COIVD they asked us not to froze our account with a promise of an extra hours credit...but that was only good at the home salon.

This massage envy location is terrible! I have had several problems with trying to freeze my account, and having them still charge me. Then when I cancelled I was told I would not be charged for my next payment and they still charged me and refused to reimburse me. I would highly recommend going elsewhere! Char was so rude when she was talking to me blaming me of not reading policies, and taking no credit for what her front staff told me. Customer service is definitely not their strong suit!

DO! NOT! GO! HERE! One of the worst experiences ever at this site and if I could give 0 stars I would.I was SO excited for my massage and facial today as I was celebrating the conclusion of my masters degree. Due to my excitement I booked my appointment over a week early just to make sure I got in. When I walked in this morning for my 11 am facial I was told that I was not booked and that I must have accidentally made my appointment elsewhere. I calmly responded that that was incorrect. Summer, the front desk employee, continued to rudely contradict me until I pulled out my phone and showed her where on May 26th I did in fact contact this location. She continued to tell me I was wrong until finally I walked out in tears. When my boyfriend heard what happened he immediately phoned this location and was told by Summers male co-worker that because the esthetician was out sick my massage appointment had also been canceled without contacting me, but no compensation would be offered. When I heard this I went BACK into this location saying that this was unacceptable. I was then told that, no what my boyfriend had told me was a lie..... Again I was turned away with only an offer to rebook my appointment on another day but no compensation. In closing, do not waste your time here. The staff is incredibly rude and incompetent. I will now be taking all of my business to Elements Massage who kindly fit me into their days busy schedule.

Very dishonest company with poor leadership skills. I cancelled my membership due to the lack of customer service and caring about customers. The manager at this location is vindictive and catty which is ridiculous in a place you visit to relax.I cant say much for the future of this location as there are many other options that are honest and care about their customers. Also, you cant cancel at any time, its more like a two month process. Try Beau Visage for a much better experience. Thats where my $ will go in the future.

DO NOT SIGN YOUR MASSAGE ENVY CONTRACT AT CORNERSTAR LOCATION - YOU WILL NOT BE ABLE TO CANCEL YOUR MEMBERSHIP. Looking at the other rewieves I realized that I am not alone. I am trying to cancel my ME membership at Corterstar location and getting run around for 6 WEEKS. The ME cancelation form clearly states that it should be processed within 10 days... Well, 6 WEEKS later I am still trying to cancel my membership. By the way I cant email ME due their mail box being conveniently full. I even tried to contact corporate office and got reply that I should contact Cornerstar location. I am wondering if I need a lawyer assistance to cancel Cornerstar ME membership.

Normally I would have a great experience with this location, but not today. I pay for the monthly service. I have been going for facials. I get a call today saying that I missed a scheduled appointment. I received a voicemail weeks ago from my normal person stating that her schedule changed and that I would have to reschedule my appointment if I wanted to see her. I never rescheduled for my service. The girl who called me to tell me I missed my appointment said that they talked to me the day before and that I rescheduled with someone else! I was at work and the only call I made or received that day was to my work! They are still charging me for a service that I never received. I asked to speak to the manager and conveniently they were unavailable!!!

Deceptive place. They do not tell you that the second massage is double the price of the first massage . And they won’t let you cancel either. I called an hour ahead to check the pricing and they surprised me with a massage being 95 dollar unless I have membership. Massage envy loves to pull fraudulent stunts.... would never go back.P.S Chara is super rude when talking to customers. I can’t believe this place has someone like her in management.

I was so incredibly disappointed in my massage that I received from Massage Envy. I had heard a lot of good things so I was thoroughly surprised that it was less than sub par. My husband and I had booked a couples massage and we arrived 15 minutes prior as they requested to fill out first time paperwork. We had scheduled an hour massage from 4pm-5pm. 4pm passed. 4:10pm. Finally at about 4:15pm we were taken back. We undressed and laid on the tables and the massage started around 4:20pm. The massage was awful. Not once did the therapist ask if pressure was okay, anything whatsoever. At 4:54pm (theres a giant clock), the therapist leaned down and said, Well, thats the end of the session.34 minute massage when I booked an hour massage? No, thank you. I am NEVER going back.

I am a Massage Envy member and get regular massages from Massage Envy clinics in the Denver area and other cities when I travel for work. This particular location was the most unprofessional waste of time I have ever experienced. My initial massage was horrible. I felt like the therapist was simply pushing lotion around my skin and not doing deep therapy work as I requested several times. Later she used her elbow along my spine hitting bony prominences, which was most uncomfortable. It was a horrible experience and I almost asked the therapist to just stop. Instead, I notified the front desk at the end of my session how horrible the session was. The front desk person stated, Oh sorry. Shes new. as if that solved the situation. Later, following an email survey query, the manager called me to discuss the service and offered a complimentary treatment so that they could make the experience right. The second massage was better technique-wise, but the front office staff again were unprofessional - bordering on illegal (HIPPA!!! Dont discuss personal information in the front lobby!) I would never go to the is location for a massage again.

Thank you ME at Corner stone! From check in to my massage, a wonderful experience! Ed is a professional masseuse and if you need pampering, see him!

My experience with Massage Envy was okay, but the place felt corporate to me with scripted massage which I guess is good given the high turn over in therapists. I went there for about a year and had a new therapist every time except once. I doubt Ill ever go there again as I prefer a more personal experience for this kind of work.

After several years of being a contract customer,for once, just once, I asked for some accommodation with adjusting one months automatic payment since I was out of the country for one month. I never got a clear answer on why they could not do this that makes sence from a desk person. Another desk person, who interrupted, said this adjustment would require the approval of management. This I can understand. She said she would get back after discussing this with management. This has not happened. I’ve not had any issues with the massues I’ve had, but often had questions of management and front desk customer service.

First of all I am a massage therapist. We can rarely relax bc we are critiquing everything. We are the worst clients. LOL.... That being said, when I went to this location I was working at a 5 star(Forbes) 5 diamond(AAA) resort and really needed some work.I personally have never experienced anything other than a high level of professionalism. From start to finish this place was amazing. Professional staff and relaxing atmosphere. I became a member that day and have never looked back. It has been almost 4 years now and Im still going strong. EVERY time I call about my account of have questions the staff are prompt, helpful and cheerful. I have never had a negative conversation or experience. Even today after calling and speaking with Jackie(sp?) I was well taken care of and all my questions were patiently answered. Thank you Aurora SW staff for always being amazing!!!Audrey Goodrum BCTMB

Massage Envy6735 S. Cornerstar WaySuite CAurora CO 80016To Whom It May Concern if it DOES CONCERN ANYONE?Here is the attached proof that you took money from my account and did not honor the purchase of a Fathers Day gift card. I cannot express how disappointed I am with the way your managers have handled this situation. Or should I say lack of handling this situation. Due to a computer error at your end ruined a Fathers Day for my 13 year old daughter who saved months to buy this for her father. Not to mention you never even took the time to call me to let me know you cared and were looking into it. Why did you ask for my number if you were just going to ignore it and not do anything about it? It was only due to me calling you today 6/21 that you even acknowledged there was a problem and even then I had to do the running around to get what was needed to fix the problem. It is disappointing that you lack common customer service skills that would make people believe in you and want to do business with you. But I know that none of this means anything to the person reading this letter. Or I would have gotten a call by now to resolve this issue.I expect a full refund for my purchase amount today 6/21/16. Since you took my money out on Saturday 6/18/16 and left me walking out the door with nothing but frustration and disappointment.It should have not been my job to call you to see what was being done about a computer issue at your end.Regards,Mr. and Mrs. Sellner

Chara is the worst and rudest person ever! The owners really need to look in on how this place is being ran. The customer service skills the social people skills the manners from that young lady is beyond lacking and so disrespectful. I will never have my wife return for a massage! Also employees should learn to not talk about the clients we can hear you know! Chara should be fired!

One of your employees has Covid because you are not properly cleaning your store and the rest of your employees are now screwed and cant work but yet you still wont change the way the stores being run. I may now have covid because Massage Envy doesnt know how to follow CDC health guidelines. An employee who will remain nameless also informed me that the store threatens to suspend or fire any employee that reports any violations to Osha.

I thoroughly enjoyed my massage at this clinic. The staff was friendly, the music was soothing, and my therapist worked a miracle on my back and neck. I joined the membership and cant wait to get back in!!

This is NOT a spa in any way, shape or form! The other excellent reviews MUST be from an owner or employee! (or someone who has never experienced a real spa) This place is like a cold doctors office and just screams corporate as soon as you walk in the door! No plants, no robes, no slippers, no steam room, no relaxing period honestly. When I was taken to my room, it was bare, the lights were too bright, music was too loud (coming from an overhead speaker no less), no plants, no tranquil environment WHATSOEVER! The massage table was small and uneven, she didnt even adjust the head rest for my height so I was uncomfortable, ill-positioned and tense the entire time, not to mention that the blankets and the massage table was ice COLD!! My massage therapist was inexperienced, unskilled, had no strength to work muscles and when she spoke to me, she was so loud that she shook any shred of relaxation that I was getting out of me. NEVER in all my life have I been to a place such as this, I shouldve turned around, left and went to a REAL spa!! DONT WASTE YOUR MONEY!! I miss Lumiere in Tamarac Square!! Spavia is an ok alternative but no steam room, try Four Seasons or Meadow Creek for an actual spa experience!!

I have been charged illegally 2 times on my credit card once I closed the account. I went to the clinic to make sure they took the credit card out of my account and the girl in the front desk said she removed my card . But they lied . It is a fraud they are doing by charging my credit card , Beware!

Worst customer service ever! An employee named Char called telling us they couldnt save our appt unless we leave a credit card on file. I dont do that for safety reasons. She was very rude. I have never been asked to leave my credit card at any other massage envy and if this is the policy of this location I can take my business elsewhere!

Megan was great! I was hesitant about signing up but she was informative and welcoming. Im glad I signed up with you guys

I just got a facial! Asia did a great job explaining what she was doing and what the product did as she put it on my face. My face feels so good. Thanks Asia

Massage therapist refused to wear a mask and had an attitude despite me calling in advance asking about their mask policy. I left without getting a massage.

Good massage, clean restroom and waiting area. Nice folks

Professional service with a smile. Youll feel great and their membership options are very affordable. Give them a try, youll be happy you did.

The front staff is friendly and cheerful, the therapists are good at their jobs, and I LOVE getting a facial here from time to time.

Absolute nonsense! I have been trying for months to cancel and I have been lied to, given the run around, charged twice in two weeks! ABSOLUTE JOKE of a company!!

Had a fantastic massage! Extremely friendly front desk staff and Deborah gave me a awesome massage!

Its nice and clean . The Front desk is friendly. The therapist are nice and listen to your needs.

You must see Kimberly West. If you have knots or tough areas to work out you haveto see her. I will never go see anyone else.

Im happy with the services. I need my body cared for and im pleased to have a subscription now.

This clinic is a joke... dont waste your time or money... even other massage envys will tell you this clinic is a joke.

Good luck getting them to even answer the phone or return a voice message. Go to Southlands instead

Clean, comfortable facility, fantastic massage, courteous staff. Will be joining as member.

Such a great experience with lovely staff.

Worst place ever. Horrible massages and awful customer service. They dont even deserve one star.

The therapist did amazing work but the manager at the front desk was rude.

Ask for Megan if your looking for localized deep muscle relief

All of the therapists i have seen have been awesome!

The staff is amazing. Well worth the membership.

No...dont do it horrible. Would buy this and clean house. Start with the manager

Great place to go for regularly great service and great therapists.

They almost never answer the phone

Personable, kind, and a great massage!!

Very nice

Very difficult to get an appointment

Mediocre