Massage Envy Monica Trujillo monica.trujillo@massageenvy.com Demanded payment in full, in advance, promised "professional services", terrible, very un-professional services, charged for 3 hours "professional massage", i received aprox 1.5 hour low quality rub. miami florida

I visited Massage Envy, the Falls location on 6/28/21, given a great sales pitch on how well trained their staff is and that they were all “Professional Massage Therapists, regularly trained.” 

The first session I came to was promised to be a 2 hour session with full body stretching and a full body deep tissue “sport massage.”

What did I get? The Therapist showed up 25 minutes late, did a 7 minute stretch session and a crap 40 minute massage that made the girls on the beach rubbing suntan lotion on people look like a professional. I immediately complained to the front desk staff and was promised a full refund for the 2 hours and a replacement session with “one of their best therapists t a different location”

I agreed and scheduled the appointment. My second session, at a different location; the South Miami location on 9/9/21. I arrived 30 minutes early and fully explained my last experience at the other location. They told me they had heard many complaints about that "other" location, then assured me the “Professional Therapist” i would meet today was "one of their best". I was promised “this therapist was highly trained with strong hands”. 

What did I get? An individual who had been working with your company for only a few weeks, and complained through the entire session how much her hands were hurting. Again, i immediately complained to the front desk staff and shared my extreme disappointment. 

Again, same as the last location, many apologies, promised refund and replacement treatment. I asked to speak to a manager, the front desk individuals called and spoke with “head office”. They passed me the phone and said “this manager will help you”. I explained the full experiences from both locations and stated i no longer wanted the appointments and simply wanted my money back. 

I wanted to find a different company that had fully and professionally trained therapists. I was told “All our therapists are professionals and highly trained”, my experience proved this statement was not accurate. I said again i wanted to cancel the membership and receive a refund for the wasted sessions. I was told by the “manager” on the phone my membership would be cancelled and my money refunded.

Both times I was promised a refund. This time now from a ‘manager” at “head office” promised a full refund and cancelling my membership. Simple and easy. A professional reaction to a very bad situation. What any good company would do.

What did I get? Nothing!!! Not only did i not get the promised refunds, these scammers took 3 more payments from my credit card. I contacted the company each time a payment was taken and given an apology and more promises of correction, refunds, & claims “We respect all our clients and I would love to be able to address the issue.”

Not only has this horrible company wasted endless amounts of my time in 2 different locations, via telephone and email, and failed to follow through on your promises, they have to this day continued to try to steal more money from my credit card, and they are even sly about that trying multiple times every day using different amounts each time.

I finally put a block on my credit card so they could not steal anymore, and to my delight, i finally received a call from them under the pretense they wished to help... the follow up call, from a “manager” Monica Trujillo monica.trujillo@massageenvy.com, only goal was to get more money from me. She claimed she knew nothing about the reported issues, and went on to mock me, make fun of my company and threaten to sue and do damage to me and my reputation if i made any sort of comments on their “how did we do?” reviews.

My suggestion, avoid these scammers. terrible services, disrespectful and scams… This company is clearly only interested in how much money they can get from people, with no interest in the services provided, or promises made.