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March 2024 by Paige Bryant
HORRIBLE SERVICE. I'm not one to even write a negative review, but this place cancelled my massage 3 TIMES. One of the times I drove there and they told me in person that it was cancelled and they had "called me the day before to let me know" they did not ever call me. AWFUL MANAGEMENT, they wouldn't give me my money back. I would never go here again and warn off anyone looking to go here.
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March 2024 by JDC
I was a MassageEnvy member for nearly 10 years. I originally joined the Thornton location and had an amazing therapist that I became very good friends with. I scheduled 2 hour massages every 2 weeks and I would book my appointments out 4 months in advance. Annually I spent about $3500 at Massage Envy because it was a very important part of my wellness routine.My experience at the Fort Collins location has been nothing short of unsatisfactory, unprofessional, and frustrating. They can't seem to retain talent. Every time I'd find a good therapist they would quit within a fairly short period of time. I'd then have to start building my relationship with another therapist all over again. One therapist that had been my go-to had a bit of a habit of getting "injured" and on several occasions my appointments were canceled by Massage Envy at the last minute. Literally just a couple hours prior to my appointment time. Well, since I book appointments 4 months in advance, last minute cancellations throw off my routine for the next 90-120 days.This leads me to Massage Envy's hypocrirical cancellation policy. If I were to cancel my own appointmnt a couple hours in advance of my session, I get billed for the entire 2 hour session. When THEY cancel an appointment 2 or 3 hours in advance, they dont offer any consolation unless I fight for it. Even then, they still dont comp the equivalent of the entire session, only a portion thereof. As I said, their cancellation policy is entirely hypocritical and skewed heavily in THEIR favor. I guess the franchise is now big enough that they can afford to lose a client who's spent over $30,000 with them in the last 10 years.Fortunately I now have the phone number of one of those good therapists who quit Massage Envy. She comes to my house every two weeks and I pay the therapist directly not some corporate franchise who can't keep good therapists on staff. Welcome to the McDonalds of the massage business.
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March 2024 by Danielle Curry
I had a 90-minute prenatal massage booked (it takes a while to get these appts), and it was changed an hour before the massage to a 60-minute (which is actually closer to 45min here). I was notified of this change via text- no call and no options to rebook for a 90-minute. The assistant manager said she made the change to maximize her schedule- it's clear massage envy prioritizes their bottom line/corporation over clients.I much prefer the services at Spavia, Massage Heights, or even their Loveland location. When I asked for the next available prenatal massage would be, she was looking at 2 months out and lectured me about how this is standard practice for them.
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March 2024 by Eric Bentley
Customer service is non existent. I have gift cards for them and I'm going to throw them in the trash. They can't keep employees and the people at the front counter are the worst.
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March 2024 by Hollie Tanner
I have had a horrible experience with this location/business. I am currently pregnant and had scheduled a massage. I was called a couple days before my scheduled appointment to tell me the person I was scheduled with doesn’t do prenatal, so they rescheduled me for two days later. Showed up for my appointment and 10 minutes past my appointment time, I was told my therapist didn’t know she had an appointment and wasn’t there so we would have to reschedule again. Rescheduled for a week later and 15 minutes past my appointment, they notified me they didn’t have a pillowcase for the special prenatal pillow they use and we would have to reschedule again. Their next available didn’t work for me and I was told I would get a call later that day to reschedule. That was three days ago and no call. Terrible customer service and terrible planning.
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December 2023 by Chelsa Gatlin
2wks ago I called to cancel the account, I have been diagnosed with compressed discs and have to start seeing a doctor to get it resolved. After explaining all of this the girl said, "We can definitely stop the debit on the account." I said that's what I had hoped, and was why I had called so far ahead of the withdraw date. She said, "If you don't mind, I'll have my manager call you when he's in 'just to chat about it'." I said that was fine, but that I wanted to confirm my account would not be charged. She stated, "Yeah, we'll definitely not debit the account." The manager called a few days later during my working hours, and I didn't respond to his voicemail, since I figured he was just calling to try and get me to stay. I never received cancellation paperwork or heard anything further. Two days ago they debited my account anyway. I called immediately and told them they had overdrawn me and I needed the funds reversed before I accrued fees. I never heard back. I called again this morning, and finally received a call this evening. The manager accused me of lying, spoke over me and rose his voice, and then hung up on me. I called back to ask the manager's name and cancel my appointments remaining and was told by the girl at the front she would not give me his name because she didn't know what happened. I told her there's nothing illegal in her telling me her manager's name, it's public knowledge, I just need to know so I can communicate with corporate. She refused and put me on hold. I hung up, saw the cancellation paperwork was finally sent to me, and that they cancelled my remaining appointments. I lodged a complaint with corporate, and then read their BBB reviews and saw they're in a class action lawsuit and realized nobody is going to care or help- so I might as well leave this review. This all occurred at the Fort Collins, CO store 0191 at 1514 E. Harmony Road Suite 2B.
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November 2023 by Lexi Metropoulos
Massage Envy Fort Collins will scam you. Do not give them your credit card information or sign up for any sort of membership. They will lock you in and not let you cancel! Never have I ever received such back and forth from a company and their "customer service"....BE WARNED!!
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November 2023 by Alan R
This franchise has not been acting in good faith. I have been trying to cancel my membership for months and they are still charging me. I spoke with management and they still havent canceled it for months.
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September 2023 by Albin Ulle
The "membership" model is a scam. I've been paying it monthly for 10 years. I've accumulated as many as 40+ unused massages. I need to cancel it just to try stop adding to this number. But if I cancel, I lose them. I think the Colorado Attorney General needs to address the legality of this. I gave 2 stars because the massage therapist at my location was great. But I hate the business.
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May 2023 by Ian Roberts
Bought a gift card for my mother to go here as a mother's day gift. Apparently after signing her paperwork and getting sorted out, they told her that the 12 minutes she spent signing paperwork counted towards her massage.So thank you, Massage Envy. For wasting our time and my money.
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May 2023 by Mary M
I was a member for several years. The therapists are great; my one star is for the management. They are not maintaining adequate staff for the membership level, so appointments are now literally only available weeks out.I cancelled my membership and asked for a refund of my prepaid credit since appointments were not available. The manager would not accommodate this request. I ended up having to pay for a massage at another clinic while I still had a prepaid credit at Massage Envy.I then received the cancellation paperwork, and it says it takes them 10 DAYS to process. My next payment is scheduled to come out in approximately 10 days, so I made a special in-person trip to drop off the paperwork. I'm already forfeiting an $80 credit since it's so hard to schedule. The front staff then told me no managers were available to provide a required signature (even though I had received a voicemail from one just moments before and it was before 4 PM on a weekday). It seems like the cancellation process is designed to drag out into another billing cycle.The absolute lack of concern for the impact of inadequate staffing on customers is ridiculous...and I'm sure new memberships are still being sold. Buyer beware.
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April 2023 by Tabitha Tallent
If you enjoy your monthly membership increasing by $10/month with no notice or reason, receiving poor customer service and never being able to schedule an appointment; this is the place for you.
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March 2023 by Autumn Hartman
The therapist seemed angry about being at work and didn't really seem to care about the quality of his massage. It seemed like he had some other stuff going on that maybe impacted his performance. My 60 minute massage ended up only being 45 minutes, and I still paid the full price. It wasn't a bad experience by any means, just a little disappointing.
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March 2023 by Michael McGinn
This must be the worst location I‘ve ever been to. Three times now they have called me on the day of the appointment to cancel. This latest cancelation, an hour before the service that has been scheduled for a month, has been canceled because the provider doesn’t work on men. Why wasn’t this disclosed when I booked the appointment? This is a ridiculous way to run a business and I 100% regret signing up for this garbage membership.
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February 2023 by Kim Bearden 100
I got a text the morning of my appointment that said they were excited to see me at my appointment. But I got there, I checked in, The receptionist did not ask for my name, she assumed I was somebody else. Ben so I waited about 10 minutes, then when the massage therapist came out she asked for Lisa which is not me. That is when I found out that My message therapist was not in today. I am a busy person and if I would have got a text saying that they had to cancel and reschedule that would have been fine. I get things happen. But not being notified, And showing up to an appointmenthat I had to rearrange my whole schedule for Is just not OK with me. If I was offered A discount or even a real apology I may think about rescheduling, But none of those things have happened. Very least I should have gotten a phone call from the manager to Apologize. Just basic decency goes a long way.
