I would never go back. Being in my third trimester of pregnancy I decided to treat myself to a massage last weekend (Saturday, 3/23/2013)so I got a 90 minute massage. I arrived 15 minutes early and the staff was nice and welcoming. My masseuse came to get me 15 minutes past my scheduled time because she said the front desk just gave her my paperwork and only gave me a 1 hour massage, but I was charged for 90 minutes. Toward the end of the treatment, I didnt feel well and starting to feel nauseous and started to sweat profusely. I have had many massages in the past and never felt this way before. I figured maybe I was just tired. The staff really pushed the wellness package so I signed up for 12 months figuring I could use the massages. The next day, I woke up extremely sore in certain areas that were massaged rigorously. I felt worse than before I had my massage.
I feel bad writing this review since my masseuse was really nice and the staff was nice too, but I knew the last thing I would want to do is get a massage again until well after my pregnancy since it actually made me feel worse so I called on Tuesday (3 days from the day I signed up for the wellness program which was Saturday 3/23/2013). I was given the run around. Enza said she would be happy to scan the cancellation form to me at 1pm Tuesday, 3/26/2013. I waited 40 minutes and called back at 140pm. I spoke with Priscilla who said the owner, Jill, had to approve her sending me a cancellation form before it is sent and said she could fax it to me without waiting for an approval. When I got the cancellation form at 2:49 pm, I sent the completed form back by fax and scanned it to their e-mail (firstname.lastname@example.org) in less than 10 minutes. I did not get a call or e-mail back so I called and spoke with the manager, Danielle Kerr at the Rolling Hills Estates location since she was the one that sent me the cancellation form. Danielle confirmed getting the completed cancellation form, but said there was nothing she could do since only the owner could approve a cancellation. I asked when I would hear back from the owner Jill and was told Jill is really busy and she didnt know. I called Jill a few times and when Jill finally called me back around 4pm, Jill simply said she would not cancel my 12 month contract no matter what. I let Jill know that on the cancellation form it says if you get a doctors order stating member can no longer receive massage for medical reasons and attach it to the cancellation form, it would be a valid reason to cancel. So I informed Jill that CA state consumer law provides the consumer with 3 business days to cancel a contract, but she said that protection doesnt apply to her business. Jill stated she thought my medical note was just a reason for me to get out of the contract and she would not let me do that no matter what. To add insult to injury, Jill did not even apologize for the fact that I got a 1 hour massage when booked and paid for a 90 minute massage. Jill only gave me a list of excuses. I dont feel comfortable going back to a place that gave me the run around when I requested a cancellation form, ignored my request to cancel so I had to call multiple times, and then finally when the owner called me back basically to tell me she didnt care what the reason was (even if it was medical) that she wouldnt let me out of the contract even though I signed the contract less than 3 business days ago. Jill said she didnt care if I had a medical reason to cancel and said I could even get a lawyer, but I wasnt getting out of the contract and hung up on me.
I called Rolling Hills Estates City Hall and told them my story. Before I could say which business it was, the lady on the phone guessed I was talking about Massage Envy and said, Are you talking about Jill Karrenbrock? Wow! She said she has heard others complain about the same thing. I plan to contact the District Attorney regarding consumer protection, Better Business Bureau, post my experience on any website that will let others know about my experience, and never go back to a Massage Envy ever again. This establishment is more concerned about trapping people into a contract than they are about serving customers needs. They will not cancel for any reason even if it's a reason stated as being acceptable on their cancellation form.
Im not sure if all owners of Massage Envy locations are this money hungry and unprofessional, but I can tell you the owner of the Rolling Hills Estates location IS. Jill Karrenbrock is desperate to lock a customer into the wellness package contract at all costs. I am a pregnant woman with a doctor's order to not get massages and I am cancelling within 3 business days. It's absurd Jill will not cancel the 12 month contract.