Massage Envy - Parker

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My wife and I have been members at Massage Envy for over a decade. This operation was, at one time, professional, helpful and provided a good service. This is no longer the case.

Since reopening after COVID it has been a huge challenge to schedule a massage due to lack of therapists. Also, when we were able to schedule a massage on the mobile app the scheduled therapist on several occasions did not keep the appointment. To add insult to injury, there were times where multiple cancelations happened and my wife and I were not provided notice of the cancellation prior to the appointment time. Only after we showed up at the location were we told the massage was cancelled. This was a huge error by the scheduling staff and a colossal waste of our time.

After several of these scheduling mishaps we decided to cancel our memberships. We called the Parker, Colorado location to cancel our member ships but Massage Envy continued to auto debit our account. After leaving several messages on the company voicemail, because the staff was not answering the phone during normal business hours, we were forced to physically visit the location to request Massage Envy to stop debiting via autopay. We had accumulated over $2,000 in unused massages. After speaking with Shara, the manager, we were told they would not refund any charges that were auto debited after we cancelled the membership. Shara claimed she did not cancel the memberships at the time of our request because she was sick with COVID for 2 weeks. Shara said she would send a written cancellation form via email but she didn't do that either. Shara was RUDE on the telephone and was absolutely unwilling to help a client who was a Massage Envy member for over a decade. A client who had accrued $2,000 in unused massages that were not refundable according to company policy. A client Massage Envy continued to auto debit after the cancellation was made. In the end, our only option was to call our bank and put a stop payment on any future charges from Massage Envy.

This company is unethical and predatory. The management is in dire need of fundamental training in customer service.

Massage Envy has already been involved in one class action lawsuit due to their poor business practices, but they continue operating with the same practices to this day.

I highly recommend to anyone who is contemplating a membership with this company to look elsewhere. We will never use this company again and will recommend our friends and family do the same.