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September 2024 by Amanda Carter
Massage Envy Bay Colony Location NOW offering frustration, irritation, and poor customer service to your customized personal experience. I am writing this review as a LAST RESORT. I have made several attempts to resolve this issue over the phone and in person. The purpose of this review is to give the reader some insight about the disorganization, poor customer service, and delays that you may experience when cancelling your membership.
On Saturday, July 27th, 2024 I walked into the Bay Colony location and spoke with Ana about cancelling our membership. She explained the following, “You have to fill out the paperwork and processing normally takes 7 to 10 days. Since the you have two members on the account and both have different draft dates (2nd and the 15th) they will most likely draft the membership on the 2nd but the other account(15th) shouldn’t be charged.”
After signing the paperwork she said, “We’ll need the other account holder’s signature to cancel his membership. You cannot sign for him.” Confused by her response, I questioned her, “Those membership fees are being drafted from my card. I’m paying BOTH of those membership fees BUT I can’t cancel them? That makes NO sense.” Ana’s response, “It’s company policy. It has to do with HIPAA laws.” NO that’s NOT the correct answer. HIPAA has ABSOLUTELY NOTHING to do with requiring his signature, I’m NOT asking to access his personal health information. But rather than taking her to task about what HIPAA laws are and how they are ACTUALLY used, I just left the facility to retrieve my husband’s signature and then RETURNED BACK to the facility to submit the paperwork.
Monday, August 26th, 2024: I spoke with a representative and asked if she could help me understand why I was still charged for the membership on the 15th. She told me, “Well, I see that your cancellation date was August 14th. And, your termination date 08/24/2024.” I said, NO it wasn’t. I cancelled with Ana on Saturday, July 27th. Her response, “Ana has been out sick.”
Tuesday, August 27th, 2024: 2:29 p.m. I expressed my concerns with Carlie about the delay in cancelling the membership and told her verbatim what Ana told me…Her response, “Well, could you send me a copy of your cancellation?” NO. I don’t need to send you a copy of the cancellation. I KNOW what day I was there, I KNOW what day I turned it in, I had to make two trips back on the SAME DAY to submit the paperwork..Why was membership cancelled on 08/14/2024 and NOT 07/27/2024? Her response, “Ok, let me look into this and I will call you back.”
Tuesday, August 27, 2024: 3:53 p.m. Carlie “I can’t find your paperwork. I’m doing the work of 4 people…Well, if you say you turned it in on that date, you did, I’ll just refund the money to the card. Thank you for understanding. You’re the best! Have an awesome day!”
Saturday, September 7, 2024: I discovered the money was NOT refunded to the SAME card used in auto draft since 02/12/2023 it was refunded to a card that I have NOT used in over a year…My guess is that since the membership was cancelled, they didn’t have the card information I signed up with but somehow had a card that I used there before. I called to the Bay Colony office to see when the Manager Carlie would be back in the office. I was told she would be in the office at 3p.m. on Sunday.
Sunday, September 8th, 2024: I arrived at the Bay Colony location at 3:33p.m. only to be told “Carlie would be in at 5p.m. And there was nothing she could do about the issue, and I could come back at 5p.m. to speak with Carlie.” My response, “I have ALREADY been here 3 times, have made several phone calls about this issue. I am NOT making another trip back over here. That’s unacceptable.” The representative wrote my number down and said Carlie would call me.
In conclusion, have all account holders present when you want to cancel your membership (it will save you time) and remember to save any & all membership paperwork for Y
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August 2024 by Sahara Grinkewitz
Have reached out several times and am being ignored. I am looking to cancel my membership and they will not reply to me. Do not recommend signing up for their membership because they won’t let you cancel.
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August 2024 by Carey
Paul is masterful. If you need medical massage & want a chill atmosphere, he's your go to. Front desk staff was professional & efficient. Loved to space. Very peaceful & calm.
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August 2024 by Mandy
The massage and facial I had were great.It was a wonderful gift from my husband. I felt very relaxed and would love to do it again. The push to buy a membership is a little aggressive. I had stated a couple of times that I was not able to afford the membership at the time but I felt it was still being pushed on me.
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August 2024 by Rebecca Piatt
I was scheduled for a 90 minute massage with summer. I asked for a firm massage but ended up getting a light massage. Really disappointed honestly because I have a lot of knots and sore muscles. I also thought it was weird that they don’t provide water bottles at least for before or after the massage. I’m going back in August and scheduled with someone else so we will see how that goes.
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August 2024 by Courtney Allen
I been to the Webster location a couple times but I decided to try the League City location this time. OMG. I had the best massage I I've ever had in my life. I was the last customer for the day, but John did an absolutely amazing job. I was so stressed before I came in, and felt like a completely different person when I left. The receptionist was amazing as well. She was very personable and sweet. All around great customer service with everyone. I will definitely consider getting a membership in the future.
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July 2024 by Edwin Payne
So to ensure that people wanting to book with this location, know that the 1 star reviews are Real, I'll add mine.
I have been a member of this location for 10 years! Yes, ten years. I had over 65 unused credits due to COVID and medical injuries over the past few years. I made several requests to put this account on Hold due to this issues in 2023.
Fast forward to today, starting from the inital 5 seconds of the phone call, the Assistant Manager answered the phone and, in a demanding tone, stated curtly, please hold, twice in a row. Since there was not a hello, or a request to her tone, I didn't think that answering a statement was required. So, when she said it the 3rd time, she included, " are you there", and I said yes. Then she proceed to put me on hold for 12 minutes. When she returned, again, this is the Assistant Manager, I know because she felt the need to inform me several times. Not her name, just her title, she didn't mention anything about the hold time, or greet me with any sort of customer service. When I realized that this was going to be a conversation with someone who I did not think would help, I quickly went through my issue, and requested to speak with the Manager or the Franchise Owner. Since I knew my issue had a certain level of ownership to get my request processed, and she made it VERY CLEAR she was not going to take the time to even listen to anything about my problem, I stated this. " since you don't get paid enough to handle situations like these, please have your Manager get in touch with me."
So you might as, Why would I say something so blunt or , what this person obviously felt was extremely rude like that? Well, thank you for asking. At this point in time, I've been on this call for 15 mins. 12 of the minutes on hold, the other three, Listening to an uncaring , condescending person, roboticly state information that was factual, but not once asking how she can help. Taking the 90 seconds to go over, and repeat several times, things about my account, but , again, not once asking " how can I help?"
So, since she make it clear that the roles and responsibilities of the position she holds doesn't require her to ask the simple question, " How can I help?" , I felt the statement I made gave the right amount of insight into the time I was wasting, and just wanted to get to someone that can help.
So, she stated that she would reach out to her manager and her Franchise Owner, explain to them how I approached her, and see if they would call me back, or just push this back down to the Manager or Assistant Manager, her.
When I stated that I was concerned and taken aback about her use of the word Approuch, and asked why she used that particular word.
She stated, she was offended by how I stated something about her pay. Not understanding or recognizing how she hadn't taking ANY responsibility of a single aspect of her unbelievably rude, condescending behavior, nor her professionalism that lacked any form of customer service.
When I mentioned the multitude of actions that lead up to my decision to not engage with her due to her lack of customer service or managerial abilities, she got angry, told me that she would tell her Manager and hung up the phone.
So, as a customer for ten years, yes, ten years, dealing with over two or three DOZEN team members and managers over that time, this was by far the worse. I would have never expected this type or level of unprofessional behavior from a Texas location. I currently live in Los Angeles, but kept my membership there for ease. This entitled lack of professionalism is rampit here in the City of Angeles , but very surprising that this is sometime that is accepted in Houston.
So, Jane, Franchise Owner of this location, I believe was the name that was given by the Assistant Manager, if
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June 2024 by Jeannette Ray
Huge rip off, buyer beware. The credits you pay for are not yours to use after you cancel your contract. AND to cancel your contract, which is a year you have to pay.
The contract automatically re-news indefinitely. If you do not make sure that all of the paperwork has been processed by your original place, you are still on the hook. They can keep the $350 of credits I lost… good riddance?
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June 2024 by Anthony Robinson
My last 4 appointments summary, first 2 were call offs last minute. Then third appointment therapist shows up 18 minutes late, and no word to me. Today late AGAIN. To me it’s unacceptable to run a business like this. The staff is great at making you feel comfortable, well not me.
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June 2024 by Linda Gray
I was booked for a deep tissue massage with Clarisa S. It was the best massage. I work out a lot thru the week. Clarisa really gets the knots off. I look forward to my next massage. It was awesome.
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March 2024 by Lisa Jackson
Was not helpful
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March 2024 by Jose Miselem
I love this place. I feel like new every time I come here
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January 2024 by Rogue
had an issue with a gift card. customer service still hasnt responded. its been two weeks.edit. i did use that email address about 2 weeks ago
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January 2024 by Lenoir C.
Due to a medical condition, I had to discontinue my massages, but Houston's Massage Envy continued to charge my credit card for 3 months. Finally, I asked how to get them to stop charging my credit card. They said that I needed a doctor's note and that the 3 credits I still had could still be used and transferred to someone else. I gave them the doctor's note, but then refused to let me use my 3 credits, which are $75.00 ×3, totaling $225.00. They just took my money and refused to give service. Let this be a warning to any Massage Envy clients.
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November 2023 by Jeremy B.
I was shocked how awful this massage was. It wasn't a massage at all, it was someone with outstanding reviews and a great rating, but they should check the sources to whoever wrote those positive reviews cause that was the first and only time I could feel tension building as I was getting the "massage". I wouldn't even call it that, and really did not want to pay for a service that WAS NOT PROVIDED at all. It was so bad I decided not to sign up for a membership at Massage Envy, and emailed them to offer some feedback on my experience and never heard back from them. But get emails 3-4 a day, letting me know of appointments available,, now I know why they are never booked. That was the biggest let down when I really needed a good massage but ended up getting the worst massage I've ever had. Go somewhere else, anywhere else
