Massage Envy

Called to cancel my membership they said I had one more month then I can cancel. I asked if I needed to call again next month to cancel and she said NO, “ will put a note”. Well I got billed for two more months!! I called to ask for refund and they wouldn’t they asked if I filled out a “form” and that there was no note that I had called!! and that someone will call me within a week! This location Fort Worth-Hulen sucks!!

I have had the most incredible experiences at this Massage Envy! The care that is put into each and every session is by far the best!! Each session is not only geared towards my specific needs and goals but the customer service and the atmosphere are top notch!! Thank you so very much for taking care of me!!

I had a great experience with one of their estheticians, Veronica! She was super friendly, carried great conversation, and applied just the right amount of pressure when it came to my extractions. You can tell she’s a true professional. Will definitely be back!

The assistant manager at this location has great customer service. It was my first massage and she made me feel comfortable and informed of what to expect. The massage therapist DJ is really good and I highly recommend him!

They deleted my story and the audacity of this specific location are full of ignorant and careless women who don’t put customers needs first and they used my 150 gift card from my mother for my birthday because I couldn’t make it due to a family emergency. I even called to let them know and they didn’t put it in their notes so my 150$ was the cost of not being able to make my appointment. So I went anyways and bought a candle to feel better. Sad women with bad personalities and horrible service.

Highly disappointed, but exactly what I expected. I don’t even know how they are always supposedly booked so far out, when they’re constantly canceling massage appointments. I scheduled a prenatal massage for 3/16 at 12:30, and they call me as I’m already in Fort Worth to get my massage and cancel. How lovely??? I took off work, got ready this morning, and drove from quite a distance to come get a prenatal massage. It’s amazing they could find a 5pm appointment for the same day, yet every time you call they’re so booked. Complete dissatisfaction. The lady on the phone was nice, and I know it’s not her fault. The therapist that was suppose to massage me couldn’t make it in. I know things happen, but it’s completely inconvenient to be called 45 minutes before, to cancel a prenatal massage. I bought so many gift cards to use on prenatal massages, and the baby will be born before I could probably schedule an appointment without it getting canceled. Pretty much at the point of throwing away $300 worth of gift cards, because of how useless this place is.

AVOID THIS LOCATION!!!! They will bill you for services that you cancelled and refuse to refund you. I spoke to three different levels of employees over two weeks and the issue was never resolved. I booked online, the website was not working correctly and booked for a different day than needed, I immediately called the location to cancel because you cannot cancel online. I called the location, nobody answered. I called again, nobody answered. So I left a voicemail with my name, phone number, and date that the massage was scheduled for (about a month away) and stated that it needed to be cancelled. One month later, I get billed $75 because I didn’t reply to their text message in time to cancel the appointment. They never listened to the voicemail and apparently don’t keep a record of that. Even when I sent a screenshot of proof of my outgoing calls to their phone number, they still refuse to refund me. So after them dragging out the dispute process for 2 weeks, I am still out $75 and they refuse to refund me.Pretty difficult to book online when the website doesn’t work 95% of the time. And pretty difficult to cancel an appointment when they don’t answer the phone 95% of the time.They are dishonest and lack morals and don’t take care of their members. I would definitely recommend finding another location.EDIT TO ADD: I filled out the form from their response below about a week ago and there was no response. It seems to be useless. I do not recommend giving this location any of your business.

My account gets drafted every month but never any time can I get an appointment when I try. 9 months only managed to get in one time. They might need to consider hiring some more employees or let me cancel their contract 1 massage @ $65 x 12= The most outrageous thing I have ever purchased 😳

I would give less than one star if I could. I was charged for a massage that this company refused to provide! I was turned away then sent a bill. I am appalled at the lack of integrity shown by this company. Avoid! Support local small businesses with integrity.After the response below I did as requested and still have not heard back from the spa. I reached out to them multiple times and there had been NO attempt to make it right. My review stands. Clearly customer service and honest business practices are not in the business model for this company.

I would never recommend this place. They are horrible at trying to make an appointment, your session doesnt last the complete hour, you get charged for services you didnt do, the manager Reji Young wont cancel my membership and I moved out of the state of Texas and still being charged for a service Im not using and turned in everything they asked. I had to call corporate on there managers she doesnt do her job. This place is awful

This place has high turn over of employees- never never get the same therapist. I paid in full six subscription only able to use four. I was told I had to complete a cancellation form in order for the payment to stop coming out of my account. To come to find out you only have 60 days to use your credits of course I was never told - then say” it was in the forms you signed” after you where harassed and pressured to sign up. I will never use Message Envy.

I would give them 0 stars if I could. I scheduled an appointment online, received a call from Angel confirming and saying they will see me Saturday at 1, that my appointment would be with Scott. Here comes Saturday, I show up, the first girl cant find me, then I guess a manager comes in and says they couldnt hold my appointment because I never put a card on file. I would have had I known I needed to, but that was never said to me. I played the message for the manager figure who then just tells me that it was this Angel persons first day like its my fault and I shouldve called back or something, she CONFIRMED my appointment. No apology, no offer to help in any way, no ownership of the situation. I worked in customer service for 10 years, and they gave the complete opposite of good service. So rude and unprofessional.

During the pandemic when the facilities were closed I was continuously charged for my membership despite me calling repeatedly to cancel/freeze my account. I have since been trying to call, leave messages, contact them through portal on website and STILL no one has called me back and I’m still being charged for a membership I’ve wanted to cancel since April. I do not think this professional and I will have to start disputing the charges because no one will call me back. I loved this location but will never return again or recommend a membership to anyone.

Dont do it. Just dont. I have been trying to cancel my membership for OVER A YEAR. Instead of doing so they have double charged my card, put a freeze plus on my account which should only be $20 a month and was a consistent $50, refuse to answer their phone, and ignore every effort to contact them. Even going there in person has not helped. Worst customer service ever. Not to mention the whole no available appointments and unsanitary conditions. There have been many times they DID NOT change the sheets between massages and my skin paid the price...Save your money and your sanity and go somewhere that isnt part of this chain.

During the recent pandemic, I was charged continously for 3 months while the location was closed. After multiple attempts to call and email I was told the manager would contact me to cancel or work with me. However, when attempting to cancel the receptionist would never give me options. I was stuck paying for a membership I could not use. Once the location re opened, I went in person to cancel, only find out that I could freeze my membership at a 20.00 monthly charge. This was never given to me as an option months prior. I honestly understand the pandemic situation, but with freeze not being offered during the original time it was needed and the inability to talk to someone was unacceptable and unprofessional!!

Spoke to a young lady named Melissa today that went over and beyond with her customer service to make sure my account was able to get my account in the freeze plus. I have been trying to set up for awhile but she made sure she helped me and called back to confirm! She is the definition of great customer service! Thank you again!

This facility is always clean and customer service is decent. I had a massage from TK and it was great. She was friendly and her service was just what I needed.

Ive have a membership with massage envy for around 4 months. Started in dallas and never had a problem there. Call and set up an appointment 2 days in advance for this location, and 30 minutes before my appointment they call to cancel. I do not recommend this location.

First of all, the therapist here are great. Ive been here several times and never had anyone I was disappointed with.That being said, the remainder of the staff is rude, disingenuous and acts like youre bothering them when you need to make an appointment. The management needs work too. They schedule hour long appointments for the therapists back to back and then make them clean and setup their own rooms. Theres no way anyone is actually getting the full hour they pay for. If Im getting a 45 minute message, you should say that--dont advertise as an hour and leave me feeling jipped.Others have mentioned this too, but theres a 50/50 shot someone is going to answer the phone when you call. You can leave a message, but that wont do you any good--you should just call back. Its pretty terrible customer service.

We have been to this facility three times and each visit has been flawless. Julie is a fantastic therapist. I have thoroughly enjoyed both massages with her. The welcoming staff is wonderful at check-in and check-outIf you visit and like your therapist make sure you book your next visit right away as just like anything popular time slots book quickly. Also if you dont feel like you left completely relaxed try a different therapist. Two thumbs up here!!

Rave review here! Love this location! They have amazing customer service and their massage therapists are on point.Customer service is great because they know what they are doing and they are quick to address any account issues. The pandemic was new waters for them to work through but it’s still so calm and delightful going in. They also take it seriously and have their masks on and offer a clean environment.The massage therapist are great! Ask for Brandi or Rosie. Brandi does a great deep tissue pressure point massage that is still insanely relaxing-it always takes me a minute to get up afterwards because I’m so relaxed. Rosie is super peaceful-I’ve never felt like I was walking on a cloud then when I walked out of this massage. I’m sure they are all great but these were my first two and I’ve kept booking them.Do yourself a favor and go check them out!-Bri

Don’t bother spending your money here; they’ll overcharge you for subpar service. My massage therapist had long fingernails that scratched, and I couldn’t smell my so-called aromatherapy at all. My scalp, face, pectorals, and glutes weren’t touched at all despite me approving it before my appointment. The worst part however is that I was grossly overcharged. When I scheduled online, my non-membership price was $98 for a 60 minute massage. They charged me $115 for that. My receipt calls it a “custom” massage, and I don’t even know where that came from. Was I charged for telling them where I would like them to focus when they asked me? Then for aromatherapy and the hydrating boost, it was supposed to be $10 each, but instead I was charged $15 for the hydrating boost according to the receipt they emailed me. So $140 for what should have been $118. I’m pretty non-confrontational, so I didn’t want to press it too much. However, the longer that I think about it, the more frustrated I am. I should have stood at that counter and argued about this. I won’t be spending my money here any longer, and neither should you.

Ive been coming to Massage Envy on Hulen for almost a year and the therapist are GREAT! The front desk associates are SUPER nice! I really enjoy my massages here. A lot of people are complaining about not being able to get in for an appointment, but there obviously not trying hard enough, because I am able to get in whenever I want. Im glad Im an understanding person and realize that Im not their only client and if I cant get in Ill just have to book more in advance next time.

They refused to hold appointment on a 100 dollar gift card. They wanted credit card and an online profile generated. Also, their terms of service, extensive as it was, was NOT provided in full on their disclosure statement, instead referring to other terms to be looked up on their web site. We are having to work with the bank to get our money back. When approached in person a false phone number was provided after a twenty minute wait on the assistant manager. Buyer beware!

This massage envy location is by far the worst I have ever dealt with!! On two separate occasions I have had my therapist cancel on me. On another occasion when I arrived to check in, the girls up front were unable to find my appointment yet told me I was checked in and had me wait in the waiting area without my knowledge of this. I sat in the waiting area for 15 minutes before the manager came in to tell me that the therapist whom I was booked with was double booked and currently in a session. Thus my session was shorted 30 minutes. The last straw was receiving yet another call only 40 minutes prior to the start of my session to inform me that my therapist had to cancel.... again! I feel like I gave this location ample opportunity to redeem itself and it has failed me every time. Ive reasoned with myself that it makes more sense to go out of my way to another location that has never given me issue than to deal with this place and its less than competent employees.

AWFUL COSTUMER SERVICE!!! I have a (contracted) membership with this location. I froze my account back in June for 2 months, but was never billed again. I tried calling twice to figure out why and never received a return phone call. Then suddenly in January, the billing resumes. Being the Christmas season, I was not prepared for a $60 charge, and it caused an overdraft fee. I called to sort it all out, spoke with a female assistant manager and was told that it was a clerical error. They had entered the freeze for 6 months, instead of 2, into the system. I informed the assistant manager that I wanted my money for that month returned, and I would continue the payments in February. She told me that she would talk to her store manager and he would call me back the following day. Next day, no phone call. A week went by without anyone from the office calling me back. I called again, left a message and no one called me back. I called a third time and spoke to a different male manager. He promised the same thing as the previous one. Next day, no one called back. I called a fourth time and left a message with a receptionist and was promised a call back on the next day. Guess what, no phone call back. It has been two weeks since I have been trying to get this issue resolved. They obviously have no concern for their clients...just their money. Take your business elsewhere.

I bought a massage package for my wife for her birthday....I paid directly for a years worth...after that year they kept charging me although requested they stop the monthly charges...we finally cancelled today with 15.5 massages in our account and were told that all massages need to be completed within 60 days no refunds...disappointing customer service although the massages may be fine. A bit short sighted on policy considering we would never go back for single massages at this point.

The membership prices just went up. Now, we must pay $60mo whether we actually get in for a massage or not, and every time we call to get appointment, theyre booked. Funny, since the therapist later tells us they they had 3 openings that day. Apparently, they hold several appointments for new members, and dont allow current members to book. Why would they? They already have our money...I began to search and found several open lawsuits on massage envy for their deceptive membership contracts, which force you to pay, deny you appointments when they have openings, then force you to pay cancellation fees if you discontinue. As soon as you discontinue, all of the massages youve already paid for are taken off the books. If you refuse to pay it, they report to your credit.Never buy a membership to Massage Envy. This place was great for years, but under new ownership, this place is nothing but a scam.

I booked my husband an appointment as he has never been to a Massage envy (I myself have been to a few across the country). The lady at the desk ask me 3 times if my husband had ever been to Massage Envy and I stated no each time. My husband thoroughly enjoyed his massage but was surprised and frustrated that he was being charge FULL PRICE. He called and I spoke with lady at the front she said they only offer the half off if you sign up for a membership.

I enjoyed my massage and have no complaints in that area. It was very busy when I went and the staff was visibly flustered. Also, apparently you need to show up 10 minutes before your appointment even though you filled out the questionnaire online. Overall, decent experience.

Had a great experience. Assistant manager was very friendly and understood hat I needed. Went home happy after a relaxing message!!!

After my wifes death, I was trying to find out how to stop them from charging my credit card. The employee that I was speaking to on the phone HUNG-UP on me. After much fighting and involvement by regional manager, they eventually cancelled my wifes account and refunded the last months payment.

I would not recommend this place. Went back in August. Had a pretty terrible experience. The girl who worked on me didnt really even say anything to me from start to finished. Just would look at me and expect me to know what she wanted. Then the massage itself was basically her slapping lotion on me. Paid full non membership price. The manager was nice enough to comp another massage, but even this massage was below mediocre. She did okay pressure wise. But my 50 mins full body... She skipped areas and I beat her to the appt and watched her walk in and out getting things ready. The room was freezing and so were her hands. She didnt even attempt to warm up her hands. I guess something was wrong with the heater and the music because it was like neither were working. Girls upfront mention the heater was having issues. Was never given the option to reschedule due to the inconvenience of the heater not working. And again wasnt really spoken to by the therapist before or after massage. I was told after the first time that the therapist are told not to start conversations during the massage. Which is fine. But come on.So overall.. I wouldnt waste your money or time at a massage envy in general. Find a self employeed therapist. They wont be restricted to time limits and will be able to have a more personal relationship to your needs.

I was happy with their servies at first, but I started noticing you dont get your 60 min massage. My appt was schedueld at 6:20. I arrived @ 6:05 p.m Massuse didnt come and get me until 6:25, so by the time, I got undressed it was already around 6 minutes. by the time she finished it was 6:50. I did talk to the manager, but she said, on the contract, it states you get 50 min, which I should of paid attention to that, but I figure you pay for a 60 mim massage and thats waht you should get, then they come and get you late.

Great Service! estheticians are very attentive and considerate of my needs and I feel better leaving than I did coming in!

The managers there Jamie and Elizabeth need to be removed asap they half way know anything, very unprofessional and rude! They are extremely pushy and demanding. When i was offered the memebership i felt forced to buy it and really confused because they both did a horrible job explaining the contract and made me feel uncomfortable purchasing! This place has a revolving door everytime you go in there its new faces, new attitudes and untrained staff at the front! My suggestion change management and train staff better!

Had a great experience for my first massage! Very Professional and I left feeling the best I’ve ever felt!

They lie to you to get you caught up in a contract and would rather see you struggle to pay something thats a luxury not a necessity. I hate that I ever signed up and will never ever suggest this place. DONT SIGN UP FOR ANYTHING ITS A RIP OFF!!!!!!

My first time going on yesterday was great. The front desk was guest. Ryan the massage therapist was excellent. I am glad that I decided to go. I will be going back soon and I recommend this place definitely.

I wasnt very impressed. Massage was mediocre at best. I paid $55 for a 60 min which is reasonable. Upon checkout, I was informed that this was an introductory rate and that if I came back, the price would go up to $90 something. Totally not worth that kind of money.

Massage Envy is great. Customer service is always number 1. When the front desk asks you how your massage therapy went, they really want to know. They also listen to what you have to say. The best customer service in the world.

DJ was my massage therapist and I asked for a very light massage. I have asked other therapists, but DJ was right on point perfect.

The service at this location is excellent. The manager is extremely helpful and professional. Cat at the front desk was very curtious and helped me solve my account issues. Great staff.

Sabrina is amazing! I love massage therapist.

Gavin Matthews, clinical manager and the rest of the crew , special mention , Jose and Miguel, excellent service, professionalism, a well deserve raise for each one of them.This place I wont trade for any other places . 😊

The staff is so friendly and helpful. The therapist are some of the best Ive had. They ask questions and genuinely care about my needs.

Love this place, its clean, organized, friendly and helpful. Julie gives fantastic massages, shes the only one Ive used but Im sure you will love the monthly message deal they have, I know I do!

Front Desk is always very friendly and great customer service. The therapists there are all very great at what they do!! Highly recommend THIS location

Exceptional friendliness and service. Everyone was nice and interested in the customers. Booking was really easy and simple, and my massage was great! Best customer service Ive ever dealt with.

Much like the experience some other people have had, Ive called a total of 7 times in the last hour and no one has picked up the phone. I was looking for a new massage place since Ive moved to a new place near TCU. I will be taking my business elsewhere.

Chase is difficult to get into but worth the wait. He is the best I’ve seen at any massage envy. He rivals the best spas in the country.

Are there ever any massage therapist available Ive been trying to book for the past 3 days.... Finally got an appointment at Montgomery Plaza location which had no parking at all unless youre handicappedwas scurried in told I was cutting into my appointment yet I was standing waiting to check in as they were doting on another customer...came out was pestered for my tip then they began pursuit for membership...never offered me any water after session guess water is for members I prefer Spavia Day Spa any day the comfortable setting shower room, hot tea, wine & brownies they really care and pamper you there & Massage Envy I wont ever come back I was skeptical about the place from previous reviews!

Able to get in and get a massage and relax. They offer several add-ons that I have tried; foot scrub, aromatherapy and this machine that hits your tight spots and helps the muscles relax so you get maximum results from your massage. Helps after workout or physical therapy.

Becky was incredible!

Place sucks bad then I went to a different location and had to pay for the massage. I go back to cancel and they said you will have to pay to cancel.

Awesome pizza served good and hot. Great service.

Tory she’s was very helpful, nice person to talk to and she was able to answer all my questions, I highly recommend speaking to her !

The customer service here is horrific. I would not recommend anyone to do business with them. Time of visit 4:30pm 01/12/18 Front Counter I left very upset and did not receive the info I needed. Just bad business!

Love this place, Becky is amazing!

How is it when I just called to see if there is an opening she said sure let me check how do you spell your name after I provided my name we dont have any openings today...wth? Thats aweful business

This Massage Envy is top of the line. Fantastic Therapist. Helpful Booking Staff. I cant wait to return.

Came to use a gift card....left with a membership!! It was that good!! Rosie you are an ANGEL 😇

It was a great experience I had a lot of fun ill definitely go back when I get time.

Been there twice, two different services. Felt great afterwards. Staff are attentive and make you feel very relaxed.

Paige is awesome! Never felt better ! Thank you will definitely be seeing you again @@!!

Fabulous service every time I come, Chase is the most amazing massage therapist you could get!

Absolutely horrible service. I am appalled at how they treat loyal members following their death. DO NOT GO HERE.

Manager is extremely rude and aggressive toward customers.

Nice place but kind of expensive. Just know that a hour massage is only 45 to 50 minutes.

They cancelled me 3 times in a row. When I complained they said call this 1800 #

DJ is the best!

I tried to call and make an appointment and nobody hardly answers . When I called to make one online they still werent able to make one. Terrible customer service.

Always a great experience here!

Their policies are very poor. This place is not what it was a couple of years ago.

I would have like a deeper massage. But my masseuse was extremely nice so that made up for it.

Had a great message. Found knots in places that she found.

You can ask for the same therapist... Ask for DJay.

They do not answer the phones and when they do, they never have appointments

Everyone is really nice and its always a good experience.

I always have good service at this location.

Staff is friendly and helpful!

Great customer service massage was awesome

Oh yea bb

Good service and good price .

Top Notch

Dont count on them to answer the the phone

Absolutely Outstanding !!!!!! Feel better today than I have in weeks !!!!!!!!!!!!

It was really good!

I miss Becca

Great massage therapist

Relaxing, friendly