In December 2022 I asked how to cancel my membership. I was told to fill out a cancellation form and send it to the Area Manager, which I did. The email was not responded to but also wasn't kicked back as undeliverable, so it was received. Reconciling my credit card statements for the year for tax purposes, I noticed that Massage Envy has continued to bill me each month since at $75.00 a month (my contract also says $69.00/month). I emailed the Area Manager again, no response. I told her they needed to reimburse me the $750 they'd taken out of my account in the past 10 months. No response. I emailed again today. I cancelled my membership because I could NEVER get an appointment on their online appointment booking system just like everyone else who has complained here. I'd look 2 months out and there were literally no appointments available, so I was paying for a service I couldn't receive. The last time I was there, there was a customer there and the person behind the counter was trying to convince her to sign up for a membership. It took a lot of restraint on my part because I wanted to tell her she was wasting her money because she would never be able to get a massage. The way they do business is a sham and it's wrong for them to continue signing people up for memberships they can't honor.

I wish I could give negative stars. I finally had enough today with this location. I, like most other reviewers, have had continuous problems being able to make appointments, have anyone pick up the phone during business hours to schedule an appointment, or have the manager contact me in the past with an issue two years ago. I finally book an appointment online for today because I have excruciating back pain after not being able to get in for weeks. The massage therapist, Brandi B, running behind, no apology, says to me, "What do you want out of this today?" Not once did she smile, seem genuine, or interested in being there at all. I go over my problem areas, she seemed disinterested has me lay down face up, comes back in the room, and gave me about a 1 minute massage before she drifted off to sleep. I open my eyes to see she is literally in a dead sleep, eyes closed, head tilted to the side--had no idea I was looking up at her. I understand we all have bad days, but this has happened to me SO frequently whenever I come to massage envy that today I finally had enough, got off the table and started dressing. She said she was sorry when I sat up, but then got offended and upset when I stood up to dress while she remained in her chair for a few moments, probably trying to reorient herself to what was happening. I told her she could leave while I finished getting dressed and to just go. I've paid thousands to massage envy over the years and their service has gone down so badly in the last 3-4 years its absolutely appalling. My appointment was at 11, I was called back at 11:09, and was dressed and out the door by 11:24. I told them to not charge my account for todays visit and to have the manager contact me, based on past experience, I doubt any of that will actually happen. Now I'm leaving a review to warn others or how horrible their service is.