Massage Envy - Burnsville

Reviews 3

MA

Marie Zellman

Generally when one thinks of a business such as Massage Envy they will think tranquility, stress release, and peace. This could not be furthest from the truth. It was nothing bug a headache from the moment they asked if I wanted to sign up to become a member. I am all for policy and procedure and respect that, however, they dont even follow their own rules. For example, if you become a member, when you sign up that becomes your start day for each month. This is also when they take their monthly payment out from your checking account. So if your date is May 17th than you have until June 17th to get in and schedule your massage. On a couple of occasions I scheduled earlier than the "17th" and the front desk just processed me through as an early transaction for my monthly dues. Not a problem they said. However, the last massage I had with them, and I had scheduled early thinking nothing of it, paid and left thinking no big deal since thats what they did before for me suddenly was against their policy. I figured it out when I checked the balance in my checking account. They were insisting that suddenly their policy doesnt allow a member to come early and pay early. However, they had done it twice before and technically even the final time that it became a problem with out a word about policy to me. I was pretty upset because I felt lied to and when I called to speak about it with the woman at the front desk they didnt seem to care very much. They blamed me and made me feel as though I was the one trying to do something wrong. I explained how I felt mis lead and I have yet to honestly get a sincere apology. Their manager called me, but even this person just danced around the issue with excuses and thoughtlessness for how as their customer I felt quite scammed. I promptly went and cancelled my account @ their Apple Valley location, which I also have to say isnt the best customer service either. There were many "hidden" policies and procedures that came to light during my time as a member with them that resulted in me spending quite a lot of extra money for quite a lot of extra hassle, time, stress, and frankly just straight up b/s. I feel bad for the massage therapists who are really the reason why Massage Envy can be such a profitable business. Its sad because the actions of their front desk and management and ultimately the owners are not helping ensure a credible reputation. They are a franchise, but someone from their corporate headquarters should come check out how shady the Burnsville location is and sadly the lack of quality customer service. I would recommend finding your own massage therapist, seeing, and paying them directly to avoid all of this extra fluff that theyre trying to sell you, which in the end somehow your pockets will end up lighter. As far as Im concerned they are a hop, skip, and a jump away from a scam artist. Shame on them!

EM

Emily A

This company exhibits the worst most unprofessional business practices I have ever seen. I do not think the management here requires any professional education because if so, they would not write their legal binding contracts the way they do and they would DEFINITELY NOT treat their customers the way they do. Just look at all of the horrible reviews for Massage Envy Burnsville. If you look up any other spa business most of them are much more positive, it is not just that people go on the internet to write bad reviews...I would write a positive review if I felt it was positive. Management runs this business literally the same as a tyrannical government. There is no one to answer to above the manager...this makes absolutely no sense! Other franchise businesses like Chik-fil-a, for example, still have people their owners answer to in corporate. Although Massage Envy practices are shady and very misleading, they are legal which is even more frustrating but they are not exemplifying good customer service practices in any regard. My story with this location happened when I took in a massage coupon in this past spring and enjoyed my experience with the therapist, not the management. Afterwards, the woman at the front desk explained how it would work were I to sign up for a 12 month contract. She never once mentioned that it would under pretty much no circumstances be able to be canceled not even by paying a fee. NEVER ONCE. When I finally moved away and the closest Massage Envy is 24 miles (not the 25 needed) the manager explained to me that her staff tells everyone the implications of the contract including the only way it can be canceled. THIS DID NOT HAPPEN. I told her this multiple times and her response was "I do not want to play he said she said, I know my staff told you". For the hundredth time, they did not tell me, stop being defensive and assuming your staff is always doing what you say they are doing. I read the contract but assumed that like most business there would be a way, allbeit monetary, to get out of a contract but no, this place operates like a tyranny. With that in mind, since the manager appears to answer to no one, youd think she would make exceptions for someone like me who is almost 25 miles from a Massage Envy and DOES NOT HAVE A CAR. No, she could care less and just wants every last penny. I would have renewed my contract when I come back to the area, but now I will not be doing that because of this experience and I tell everyone I know to NOT GO HERE, spend more money at a specialized spa, not this place.

A

Anonymous User

Overall my experiences with massage envy pretty much sucked. The APPLE VALLEY ME on CR 42 was by far the worst experience I have ever had in the customer service industry. And I find it interesting that 80% of people agree with me when I say that MASSAGE ENVY IS A SCAM. I had signed up for the month by month membership, led to believe you could quit at any time. My fiancé and I specifically asked the guy, word for word, "can we quit at any time; we are not at all obligated to finish out the full year??" Of course when it came time to cancel, we were denied, and come to find out the guy who signed us up was actually FIRED. Hmmm...And Ive learned that this happens often at massage envy. Still no budging even after a six month freeze on our account, we resorted to the medical route and contacted my doctor since they said it is the only way around the contract, unless you die. The first time the office faxed over my doctors note stating I no longer needed their services, they lost it, the 2nd time, come to find out, the employees are so well trained; they gave me the WRONG FAX NUMBER. And finally the third time of bothering my doctor, because Im sure he doesnt have more important things to do like save a persons life and such, the fax finally goes through. By that time of course, I have two more unused massages that they wont reimburse and that I have to use BY May 3rd or I lose them entirely. I then went to the Burnsville ME because I wasnt about to waste my money at the Apple Valley location. And I thought maybe, just maybe the location would make a difference. The first day we went in, it was fine but then when I came in for my appointment literally at 12:02, when my appointment was at 12:00, they did not even greet me, they just proceeded to let me know not once, but twice that I was late and that I would just need to fill out my paperwork really quickly or just wait because my therapist was ready. And I understand, you get frustrated because people are late to their appointments or they dont show up 5 minutes early to fill out paperwork, but I dont call 2 minutes being late, AND THIS IS A SERVICE INDUSTRY where people actually come to get away and relax, and PAY FOR that experience. So as you can see, after one really ridiculous experience and another crappy episode, my fiancé and I will never step foot in a massage envy EVER again, and I hope after reading this, you wont either. I guess working for Nordstrom sheds a little light on the matter because they exemplify what customer service really means.

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