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December 2023 by Susan nguyen
One of the most frustrating massage envys that i have had to deal with. Over the time i have been a member i have had appts cancelled 10 minutes prior and getting call as i am in the parking lot. Now i am having to call multiple times and emails to get the help that I requested and getting the run around or no answer at all. I have put my account on a freeze and SRILL get charged. Such a scam!
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September 2023 by A
I submitted a cancellation form in June and am still being billed in August. Please stop stealing my money.
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May 2023 by Tommy D
Difficult to get ahold of something to try & book, and now this place is pulling the whole “marketplace price adjustment” scam as well, where they charge you to use the session you’ve already purchased - such a joke.
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March 2023 by michelle rodrigues
I've had nothing but issues in this location. I've asked to speak to a supervisor regarding a few problems I've had in the PL location & as of today, no calls. I had an appt with then for next month because I wanted to take my sister for a facial for her birthday. I specifically said, please do not call my sister because this is a surprise. Well, they called her anyway. It just goes on and on.
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March 2023 by Carole Thompson
I've been using massage envy for 6 years. I enjoy the Claremont location.
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March 2023 by Neha Bhatia
This establishment is extremely unprofessional. They have been charging my credit card since 2020 anc I haven’t been in since. When trying to resolve the issue, the manager doesn’t return my calls or my emails. Do not go here. They are crooks. The managers name is Geonne
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March 2023 by manuel garza
Horrible ownership,I was an employee there they use old products on people,rude and dirty, owner and he still haven't given me my W2 forms yet despite the weeks of calling and talking to there managers, owner is horrible
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December 2022 by Deitrick Knatt
Always had good service when I go there. Gets you out quickly. And Dee is very good at what she does.
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November 2022 by Aily Nguyen
The customer service rep Art is outright disrespectful. I needed to get credits transferred to my daughter's appointment. Art was unwilling and untrained to help. He kept insisting the account was closed, which it wasn't, (but even if it was we have 60 days to access the credits) Instead of trying to come up with a solution, he would speak over us and became very snarky with his tone over the phone. Stating, "I can't make you happy, oh well." I asked, "You said your name was Art?" He replied, "It's NOT was Art, IT IS Art!" (He couldn't comprehend why this was a rude reply) it is so sad and disappointing that we pay hard earned money for services to do self care and Art refused to provide basic customer service. Maybe he didn't know how and projected his own shortcomings onto me via phone. In which case Massage envy should do better training and actually adhere to the policies set forth in writing by corporate to their members. (I remember even going into this location for massages and NO ONE was at the counter, there was a sign up that read "We will be back-out to lunch" Then we see 2 young ladies running in from parking lot laughing and apologizing. You would think if there is 2 of you, then you should not take lunch together so one can stay back and watch the establishment you work at.) Don't waste your time and money here. I asked to speak to manager, owner or other staff- Art refused stating,"I worked here for 16 months and I have never met the owner." He said no one can help until Monday. I tried explaining Our appt was today at 4pm, he wouldn't let me get a word out edge wise. And he eventually hung up on me. I am shocked that Art treats Massage envy customers like this.
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October 2022 by Courtney S.
I have been really unhappy with my membership the past couple months, my hours kept building up and I was NEVER able to get in or able to get ahold of management. I came in and spoke to Joann who is the new manager there (finally) and she was able to help me with with my account and gave me a couple options about what I can do, she was very sympathetic about my concerns and wanted to get me booked for when I come back from my vacation and threw in free hot towels for me! Now I can't wait to come back to get my service now especially with all the hours I have. Thank you Joann!!!
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October 2022 by alex s.
I made an appointment for my bf and I as an Anniversary gift three weeks in advance. Buy today I got a text saying my appointment was cancelled. When I called to figure out what happened, Joan first tells me that she saw that I had two appointments so she canceled one I had with Manuel. I explained that I made two appointments for myself and my bf. She was unhelpful and unapologetic about the whole thing and later says that Manuel had to "shorten his schedule today". So, I don't understand if she went ahead and removed the extra appointment I had today bc she thought I was overbooking or if Manual had to leave short notice today. I'm extremely upset because this was confirmed so long in advance and no solution could be made, such as changing my appointment time today or having another therapist fill in for Manuel. Management needs to be better at having the staff here take accountability and value customer service.
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August 2022 by Lindsie S.
We've been members for a couple years but in the last 6 months things have taken a turn, and the Point Loma location in particular lacks in service, communication, and hospitality. In the last two months I've had two appointments cancel, one of which I wasn't told until I called less than 24 hours prior. Very hard to get ahold of manager who used Covid as excuse for lack of communication. Therapist I had was out with a wrist injury, not Covid. Was given a free add on, but barely got an apology. Manager told me I could stop using her location, when all I was asking for was communication from her staff. A couple weeks ago some appointments with different therapists showed so we booked 90mins for today. Mind you based on our experience we did cancel our memberships but wanted to use the remaining credit. We go in today and they tell us we don't have any credit and they can't find our account membership info. My bf decided not to pay the $140 and left. I called around 1030 to check about my massage, the receptionist was nice and said she was looking into it and she would get back to me. I asked her if she would call me before my appointment at 1130, she replied with yes. I never got a call so I went in. They still had no idea what was going on and the manager did not answer her text. She said that based on the experience of my bf and myself that I would get the service either way and not have to pay for it. Great, good news. Well 30 min after my appt time I asked what was going on.. apparently therapist left and didn't know to come back? My 90 min massage didn't start until after 12 and ended before 1315. I know this because the therapist stopped my massage and stated she really wanted to massage my legs but she had a 1300. She checked with front desk and they told her to end massage. No problem, I get it and was flexible. And BOOM new/different front desk lady let me know what happened with credits (still not confident in number that transferred) and then wanted me to pay for my massage and my bfs cancelation policy. This is after I was told I would not be charged, and they were 30 min late and shorted my massage. To say she was rude would be an understatement and refused to give me her name. Regardless I left feeling grateful to no longer be a member. 15 min later she called telling me that she spoke to her manager and if I didn't pay for the service tonight it would be considered theft and her manager would follow up with the police? I am so confused how you go from making it right with a customer to making it SO wrong. I asked for my account information and corporate or owner contact and was denied. I'm including all this information based on the responses from ME on other posts so that I can get a response from corp asap.
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July 2022 by Em Cray
Therapists here are either always late or no shows last minute. Don’t waste your time or money here. Not worth it. I have no idea how they have so little accountability for their staff, it’s abhorrent. Massage Envy HQ should probably step in here….
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July 2022 by Russ L.
Is there anybody in charge? Customer service is absolutely the worst. I had an appointment scheduled but never received a confirmation or reminder. I called 3 times to confirm my appointment. They never answered but I left a detailed message regarding my request for confirmation. When I showed up 2 girls were alone and quietly sitting behind the desk. I explained that I had called 3 times to confirm my appointment. I was informed lots of people call and they are very busy. They were busy daydreaming. I was then informed that my scheduled therapist had quit 2 weeks ago. I asked why I wasn't informed. You can guess their response. This place is a JOKE!
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July 2022 by Emily C.
Therapists here are either always late or no shows last minute. This is the third time now I have been either cancelled or the therapist showed up 10+ mins late. Don't waste your time or money here - not worth it. I have no idea how they have so little accountability for their staff, it's abhorrent. Massage Envy HQ should probably step in here and correct the issue because it seems like a trend...
