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Massage Envy,Court Judgement Needs Payment. I am a physical therapist & until recently, a client of the Niskayuna branch for several years. I needed to communicate with Mr. Justin Colby from the operations department regarding some concerning situations that occurred at this branch when they were without a manager (including a table breaking during a massage & hurting my chin). After months of back & forth emails, instead of being heard, Mr. Colby cancelled my membership for sharing my concerns, without any stated reason & continued to charge my account for months. I took this branch to small claims court & no one from ME showed. I have a settlement order in which this branch owes me $840 & now Justin Colby won’t return my emails. He is an unprincipled & dishonourable man & needs to be held accountable. I would def stay away from any branch he is involved with.

Massage Envy, They will not cancel, asking for reimbursement for unused credits. I’ve been a member (off and on) since 2009. Starting in 2020, it was a challenge to get appointments and therapists were calling out last minute with no compensation. I considered this a pandemic issue and the cost of less expensive massages, so gave grace. The practice went on and I decided to cancel my membership in October 2024. I asked Crystal (clinic 0647) in person to help me cancel my membership for 2025. She said she would. She did not. I’ve spoken to her on the phone, yet have been charged all of 2025 and can’t seem to get my refund(s) back though my account is noted from October 2024. I’m so disappointed in multiple areas. Still holding out hope the company conduct themselves ethically and cancel my membership and give a refund for unused credits.

Massage Envy, Disappointing Experience with Management at Superstition Gateway. I had a very disappointing experience with Yasmin, the manager at the Superstition Gateway location. She was consistently rude and dismissive. When there was a mix-up with a scheduled appointment, she accused me of being dishonest and used my credits without properly looking into the issue. Instead of resolving the problem, she seemed more willing to lose a long-time subscriber than make it right.

Massage Envy, Appointment canceled 15 minutes prior. On 3/21/25 I had a 3pm appointment scheduled. I received a call at 2:45pm to let me know that the technician would be unable to perform the service and that they would need to cancel. The short notice with no compensation is unacceptable. I have been a member for 15 years. I left work early for this appointment, drove an hour in horrible traffic (unnecessary stress), and then had to turn around just as I was pulling in to drive an hour home. This last-minute cancellation actually cost me $63 in lost wage and expense for extra mileage/gas using the IRS mileage rate, not including the stress of dealing with traffic (and worry about being late because of it) when I would typically take a rural route home. This is especially frustrating and unacceptable when accounting for the fact that they would have charged me around $150 to cancel same day… and with Hours more notice. They should accept the same penalties that they apply to their “members” and pay me the same amount they would have required.

Massage Envy, Denied Service Based on Odor. I was already on the massage table when I was denied a session because I was told I smelled of something inappropriate! I don’t even use such substances! To make matters worse, I was publicly embarrassed in the lobby and told to return only when I didn’t have that smell. Rest assured, I won’t be coming back!