Massage Envy

Mar 2024

Hoping to get an issue resolved and will come back with an update. Here are the details of my experience..... I have been a massage envy member for a few years, for the most part I've had good experiences, I visit ME at least once a month. The staff at this location was, for the most part, pleasant and professional. I recently tested positive for COVID (on 2/24) and had an apt in the afternoon - so I called and asked them to cancel and credit my account due to contracting COVID. ME has credited my account once before when I had a same day cancellation due to COVID. Yesterday I had an appointment at the wicker park location and I found out the Old Town / Gold Coast location used my entire monthly credit when I had COVID - this was not explained to me when I canceled and shared that I was COVID positive as of that morning. I called OT/GC and spoke to a girl at the front desk who seemed new/junior; she said she could reach out to the manager to ask for my account to be credited. She called me back and said the manager refused to credit me and they have updated their covid policy. I was told to call back this Tuesday (3/12) but that I shouldn't expect a credit either way. I told her I was surprised that I would have to chase the manager down when I'm a long term member and that I would appreciate a call back given the inconvenience (I'm unemeployed and had to pay out of pocket when I thought the session was covered through my membership). She assured me she'd put me on a manager log for a call back. Also worth mentioning that on 3/2 I went in to make-up the session I missed on 2/24. I had tested negative for COVID prior to my appointment and shared that with my massage therapist. She left the room to let me undress and when she came back she told me she wasn't willing to perform my service because I had a stuffy nose and they would credit my account. As a consumer I'm confused about a policy that if I get COVID (obviously not a planned choice!!) and call to cancel out of social responsibility to everyone in the ME facility; why should be charged? I'm happy to show them my test result if it helps waive the cancelation fee. It feels like punishment for doing the right thing and canceling. Conversely, if I go into ME with the sniffles and a negative COVID diagnosis it's ok for them to turn me away? Should I have gone into the ME on 2/24 with COVID and have had them turn me away so I could get the credit? Their policy encourages poor customer behavior and puts the ME staff at risk - which in turn will put other customers at risk. As a member, ME makes monthly reoccurring revenue off of me. And they have for YEARS. They seem to be willing to sacrifice that monthly revenue over a one-time cancelation fee. If this business isn't willing to show loyalty to a long term customer then I don't plan to maintain the membership - this feels like a cash grab. Lastly, I was charged in full for calling and canceling due to COVID. Yet this is the cancelation policy listed online (see next paragraph). At minimum I should have only been charged for 50% of the appointment since I called that day - but where is the courtesy and grace for a customer (member!) who tested positive for COVID that morning?? Appointment cancellation policy: Please arrive at least ten minutes before your scheduled appointment time in order to ensure a full session. You may cancel your appointment without charge up to 24 hours preceding your appointment. Same day cancellations will be charged 50% of the scheduled service price. If you do not call to cancel your appointment or do not show up for your scheduled appointment, you will be charged full price for the scheduled service. I will update once I hear back from management....if they call.

Feb 2024

This place (chain) is a rip off. For a "1 hour" massage they offer a first time special of $85. It's normally $140.00. There is a clock in the room and my massage therapist came in five minutes after the hour and left 10 minutes before the hour. This is really a 45 minute massage advertised as a 1 hour massage. I did not like the vibe here. It had a dated feel. There were no other customers here. Surprising for such a large space. My therapist was kinda snarky. The worst part was SHE WORE GLOVES. Not only did it not make the massage feel as good but I could hear the sound of the gloves when she massaged me. The room also had weird music that was hard to hear because of the loud blower in the room. The pillow used to put under my legs was severely worn and the sheets and blanket were old too. When I flipped over she said the dimmer on the lights wasn't working so she put a piece of light colored cloth over my eyes that kept falling off. After the massage she said I would of been better off with a 90 minute. I don't think so. 45 minutes was more than enough. I thought about ending the massage at the beginning but decided to just go with it. When I checked out to pay their credit card machine wasn't working so she had to punch the number in manually.

Feb 2024

I went once in February 2022, and called to cancel my subscription in July 2022. They never canceled it. Almost two years later I noticed I was still being charged. I called again. Instead of cancelling again, they said to call back when a manager was there. I called back and talked to a manager, she said I needed to fill out a form. She didn't provide the form. There is no way to block this vendor. I already called up my bank and spent an hour cancelling every digital wallet account and blocking any vendor that seems like it may be Massage Envy, the transactions keep going through. I emailed back and she provided the form. I sent the form back as the unedited version accidentally. Instead of just cancelling, she again requested I fill out the form. The form is literally no information that has not already been communicated numerous times. Unreal. I fully expect to be refunded for everything or there will be legal action taken.