Warning to online bookers apparently it doesn't actually book your slot. Was told that even though I had a confirmation text my appointment was not existent and met with some very interesting attitude when I asked for clarification. So online services are useless. read more

Terrible terrible customer service. Wouldn't even respond to my complaints and concerns and wouldn't even respond to better business bureau. I would recommend staying as far away from these people as possible. it's a bait and switch scam and they never have enough people working so I can literally never get an appointment. read more

Massage Envy - Better Business Bureau complaint that they didn't even bother to respond to. - Massage Near Me - Kennewick, Washington

Update 2022. Pros: + Corporate has improved the app the last 2 years. + They're are professional in person and over the phone. + Each therapist is given the flexibility to apply their own skills and strengths. No "cookie cutter". That's great. Cons: - Same service (good) but inflated membership pricing commiserate with the government produced inflation (so can't blame the small business) - Experience frequent cancellations from therapist call in no shows - Still enforcing proven ineffective and irrelevant masking and "fake safety" rules from state government. No problem following a law, but know the truth, don't be a lemming. Note: The cons are in alignment with what we are seeing and accepting through gov creep. read more

went to get a 90 minute massage and got pretty much nothing. Every time they massaged me they used one hand, then they were yawing the hole time and drinking water with the other hand, as if they were hungover. At points they would just leave there hand on what ever part of the body like they thought I was asleep and once I moved they would move " one hand that is". I will never go back read more

I have been a member there for sometime and lately their services have gone down hill. They can't keep their massage therapist and the ones they do have seem to cancel on you last minute and frequently which is a huge inconvenience. When you make your appointment they tell you right away how they will charge you a cancellation fee if you cancel last minute but what does a customer get when they cancel last minute multiple times? Very disappointed with their services!! read more

I have been a member here for years. The service in the last 6 months has significantly gone down hill and today was the last straw with them. They scheduled me to come in on a holiday for a massage. I confirmed with them when they suggested the day/time that they were open on Memorial Day and they said yes. I live 30 minutes out of town and drove in just to find that the doors were locked and the lights were off. Nobody was there and they even called me last week to confirm. Don't waste your time or money here. Their best masseuses have jumped ship and so have I. read more

Just received my first facial waxing today 7.28.18 - and it was perfect! Mini listened to what my needs were and she uses hard wax - totally booking my next visit in 4 weeks,! read more

Massage Envy - Oh, time to relax ! - Massage Near Me - Kennewick, Washington

I called two weeks before to schedule an appointment and then was never called so I called to make sure of the time and "wasn't on the schedule " even thought I updated my info and made an appt , then the "therapist was out " hmm.. no one called me to tell me either so that's cool. Turns out the front desk receptionist never even changed my information that I had called to change when scheduling my appointment. when I arrived, after rescheduling, for the next day, I walked in, and it smelled like armpits, and like the place has not been cleaned. The woman that was sitting with me in the waiting room, agreed that she had also smelt what I was smelling and it was unpleasant, especially coming to a Day spa. When I left, I asked how much a couples massage would be and I was told since I have already had a massage there it would be $210 for one hour for me and 120 for my significant other making that $330 for one hour couple massage... I've never heard of a couples massage being that expensive. The lady at the front desk looked extremely unprofessional and had no clue what she was doing. I would really like to be contacted about the pricing because I'm 100% sure she was completely incorrect. My massage was terrible as well and I will never be going back. My once favorite place has turned into a disaster of a day spa . Yikes . 0-10. read more

I called to schedule an appointment using a gift card. They told me my gift card had $100 on it. I scheduled and had my massage done.. once I went to check out I was told my gift card was worth $0 and that I now owed $80-90. I was baffled and discussed the situation with the receptionist. She stated my gift card was used 4 YEARS prior at a massage envy not located in tri cities, which makes no sense because I've never been before and I was told it had $100 on it. I paid the full price for the massage and they stated they would "look into it" and call me back. No one ever called me and when I called back for an update she basically told me im SOL. Long story short I'll never be going back. read more

Jenn was absolutely amazing with my relaxation massage. I am looking forward to going back again with her. I have also seen Dorion, Shara, and Mercedes for relaxation massage and loved all of them!! read more

Great service and loved my therapist. One of the things I really like about Massage Envy is not only the reasonable price, but if you make an appointment with a therapist who is not right for you - you just try someone else. I ended with the perfect therapist for me! Yea! The girls that work the counter are ALWAYS friendly, kind, and there is NOTHING I can say about them that isn't good!!!! read more

First time. Super nice. Very hospitable. I had never had a massage before and they really explained everything well. My massage therapist was very good. I told him where my soreness was and what my daily activities are and he recommended a medium pressure massage. It was great. A day later I feel much better. I don't have any medical issues. I workout a lot and I just came to a point where I felt like my muscles were tight all the time. Be prepared for them to sell you a membership. It's worth it if you plan to go once a month. They offer facials too. It is a one year contract that you can't get out of unless you have a doctor's note or move 25 miles away FYI. Super wonderful though. I bought the membership and I'm looking forward to my next massage! read more

They don't answer there phones and it shows it being booked online for any day I choose, when making an appointment, which is impossible because there is no one ever there!!! read more

I went here for a prenatal massage and sugar foot scrub. The massage was okay, but I don't feel like the therapist listened to what I wanted. I told her that my shoulders and neck are where I feel the most tension and the rest of my body doesn't get too sore. When she was working on my shoulders, she mentioned how tight they were and I told her to use more pressure than she was. She didn't press any harder. But when she rubbed my legs and arms, she used so much pressure it was painful. Also, she forgot my sugar foot scrub. At the end, I mentioned it and she asked the front desk. They told me that I could have one for free next time. I left with tight shoulders, sore arms and legs, and no foot scrub. It was really disappointing because it's the last massage I will have until after I have my baby. I was hoping to loosen up in preparation, but apparently that's not going to happen. I won't be returning. read more

I signed up for a 1 year membership Last September. Mid way through the year we had a couple hundred dollar billing issue where without warning I was charged when my account was supposed to be on freeze. Now at the end of my membership I have had the same issue AGAIN. I requested a Freeze in August which would be a one month Freeze. September comes and that's the end of my membership and I saw no further charges. Assuming all was well, membership over .... then comes November. 3 months since the Freeze and months of no charges after the membership expired and SURPRISE... a random unauthorized, no warning charge. I call and immediately get told no one in the building had permission to issue refunds and the person who is is not available and they're unsure when they would be. So I wait for a call back and get an email. I sent copies of all the information showing the Freeze and the cancel and no where would a random charge in November be included in that. No one mentioned a form for cancellation needed in September. No one said " hey if not cancelled we will charge you two months later than end of subscription without warning or notice." They just charged at a random month of their choosing outside any normally understandable or expected time frame. Now they refuse to refund the charge to my account. This is the second time they've messed up billing for me and now are unwilling to do anything about the recent charge. I spoke with a couple of people there and mostly Destiny who confirmed the need for changes in their billing handling and that they are being implemented by the manager in training (Destiny). However even though admittedly stating they have need to improve their handling of freezes and billing, Destiny and the District Manager, Leslie are R efusing to refund the charge. Even though I repeat - they confirmed they need to and are correcting the way billing is handled but are unwilling to correct this issue that is a result of the billing disaster they have set up currently. If you go to Massage Envy do not get a membership: they will mess up your billing and accounts and then refuse to correct it. read more

The reason why I cannot give more stars is the front desk never will pick up the phone. Though I have enjoyed my massages there you need better service up front, who picks up when someone calls. read more

Good therapists. Terrible service. Good luck getting someone to answer the phone if you wish to make an appointment. There seems to be a revolving door of front desk staff who are nice but poorly trained. Twice, In the last six months, I've stood at the counter and made an appointment only to show up at the appointed time to a "we don't have you scheduled" blank look. So disappointing. I've visited dozens of outlets of this franchise and have not experienced such poor service elsewhere. On the positive side, when you do get in, the therapists are good. Just be sure to specify the type of massage you want before booking an appointment (relaxation versus therapeutic). read more

The building is nice. Service is great. Massages are not too expensive. I loved my sugar foot scrub that I added onto my massage. I'd really like to try one of their facials. read more

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Horrible service. Very rude. They will charge for services not rendered, try to oversell add ons, and will not communicate when you try to end the contract. Stay away! Would give zero stars if I could! read more

Awful. I've been trying to get in touch with the management for the last few weeks for an issue that's been escalated, and I've yet to receive a phone call. Despite the numerous people assuring me 'Destiny' will contact me back, it has not happened. Very poor service and even poorer efforts to resolve issues. read more

Shelly gave me the best massage I've ever had. Seriously she was amazing and I truly felt relaxed. Every time I get a massage it's too much pressure (I'm a wimp). She checked in twice to ask about pressure and how I was doing. No other talking which some therapist overdue. My husband had a massage with Mercedes and he says he sore. No one has ever made him sore because he usually complains that no one is strong enough. Since we booked at the same time and we share the same last name I assume they knew we are married and put us in the same room. That was our first time ever having a shared room which was kind of cool. Once we were done Therapists handed us water outside of the room. The front desk person asked how our massage was and gave us our total. He did do the sales pitch for the wellness program but it wasn't pushed and no pressure, which is nice. For this being our first time it was great. I feel like their $95 price point without membership is high. This will likely prevent us from coming back. This is why they get a 4 star instead of 5. If it was $55 or $65 every time without the membership we would without a doubt visit more. Membership is such a big commitment. read more

Not sure how I feel about this place yet. I mainly signed up to receive their facials and those I do enjoy. As for the massage I'm going to have to try a new therapist. I decided to get a massage since I have a really long flight coming up. I booked an appointment for a deep tissue massage with Tamera/Tammy. She called me back to the room 5 minutes late even though I was on time with no comment about being late. I decided to get my massage in my little bralet and panties because that's what I'm comfortable with. Not everyone feels comfortable with their titties out when u are getting a massage from a person you don't know. Anyways when she came back to the room she asked if the bra was necessary to which I responded yes. She laughed. I think that's what really set the vibe for the massage. Then we kind of went over my problem areas and she kept asking me repeatedly if I was a member at any other location. I told her no just massage envy but that this was my first massage with them. All of this questioning was done while she was massaging my neck and shoulder area very roughly. It felt as if she had hang nails and unclipped nails. Felt like rug burn when she was "massaging" me. Then she did the rest of my body. It literally felt like she just put lotion all over my body. The only time I felt she did a semi decent job was when she was massaging my glutes and hamstrings where I'm extremely tense. Throughout the massage she kept talking quite loudly until I wasn't responsive to her anymore. Anyways that was a waste of my monthly membership dues. Going to give this place one more try with a different massage therapist and see how that goes. As an individual who has quite a few massages this was one of the worst experiences. I might as well have gone to the mall to get massaged. read more

I had a massage with Miguel. That guy knows what he is doing. I've had many massages at many locations. Hands down the best massage therapist I've had. I have chronic pain in my left shoulder blade and he pinpointed it. All the good Massage Envy therapists tend to leave so you better get in and get a massage from Miguel while you have the opportunity!!!! read more

I got message by jack who was AMAZING. This location is better then the previous on i had gon to in California. I am a memeber and can not wait to go back! read more

I am a proud customer and member of Massage Envy for three months now. I like that the membership keeps the prices reasonable so I can go regularly. All of the therapists are very good and professional; but my favorite is Anthony because he gives the best deep tissue massage I have ever had, without making me scream... I have given gift certificates to Envy for massages and all four of my girlfriends loved it & continue to go back. If you have never had a massage, or are looking for a great place to experience the best massage at a reasonable price, you need to try Massage Envy. You will not be disappointed, and will become a regular like me... read more

Jenn was absolutely amazing with my relaxation massage. I am looking forward to going back again with her.

Shawn is a miracle worker. I first went in bc I had pain in my neck that a few Advil's couldn't fix. This guy released muscles i didn't even know were tight and explained everything as he did it. He was very professional and used the correct amount of pressure. For a minute he was my go to person until i moved from the area, i definitely recommend. read more

The husband surprised us with a couples massage for Valentine's Day weekend. It was our first experience at Massage Envy and it was really wonderful and relaxing. I wish my massage therapist had more experience because I could definitely feel that she was not very experienced at working out knots but I'm not complaining. I definitely recommend. :) read more

I've had bad service before, but I've never had such an astoundingly poor and humiliating experience that I'm compelled to write a review about it. Massage Envy in Kennewick has changed that. I'll start with the fact that when I walked in with my mom for a Mother's Day mother/daughter massage and facial, the first thing I was told was that my full hour would only be 45 minutes due to them having overbooked and running late for the day. So, I had just paid for an hour's worth of service (twice), and I'm being told that this service can't be provided in full (with no offers to reimburse or reschedule remaining time later). That was the first red flag, and it immediately went downhill after that. I had purchased a Mother's day special that included two gift certificates. Prior to purchasing them, I asked the associates whether there would be an issue bringing in my mom, who speaks limited English. I was reassured that there would be no issues and that as long as she could indicate whether pressure was too soft or too low during a massage, we could both come in. After arriving with my mom and being told our hour-long massages would in reality only be 45 minutes, the front associate, LaShaunda, asked whether my mom spoke English. I let her know that Spanish was her first language. She proceeded to mention how exhausting it must be to fill out English paperwork twice (once for me and once for my mom). I reassured her that it wasn't. What her underlying point was with that comment, I don't care to know. Afterward, LaShaunda went to the back to talk to her esthetician. They both came out and the esthetician immediately began grilling my mom with back to back questions about her daily skincare routine -- nevermind the fact that I'd JUST told LaShaunda that my mother spoke limited English. I began to translate each question to my mother, at which point the esthetician stopped me and explained that if my mom couldn't understand the question and answer directly then she couldn't provide her with a facial. I was stunned, but in an effort to minimize my mother's embarrassment I asked if we could just have the massages. I was told no again (because apparently to receive one you need to speak English fluently). I offered to sit in during the massage in case there was anything that needed to be translated. Again, I was told no. Then I was told both appointments had been cancelled. So, not only was I mislead when the gift certificates were purchased, but I was also denied service based on a supposed policy that they failed to mention while buying the certificates. THEN both appointments were cancelled without my knowledge. We left with my mother feeling confused and embarrassed about the entire situation. That is the LAST thing anyone wants their mother to feel, least of all on Mother's Day. An attempt to make her feel special was completely quashed with this experience. I'd also like to note that when I contacted another local massage business shortly after, I was told that it would be no issue and that if there were any language barriers, I could simply translate. In my time having worked in the customer service industry, I have never experienced such poor service. I've been calling every few days since then in hopes of getting in touch with the manager, Destiny. Coincidentally each time I've called she's not there. I had several front desk associates tell me they'll leave her a message or that they'll personally have this so-called manager contact me to no avail. I've been given no apologies, even when recounting the story to several associates in hopes of getting in touch with their management. The manager's silence speaks volumes. I've also been told that I CAN INDEED translate for my mom if I'd like to come back in. Who in their right mind would return to this kind of business after the disrespect they've demonstrated to your mother? Bottom line, this place is terrible. I don't understand how a manager who is never available for their customer can efficiently run a business. This manager has made 0 efforts to contact me. And all I'm asking for is a phone call. read more

They were absolutely horrible and extremely rude! I was very specific in what I wanted and then was told by "massage therapist," that she liked her thumbs? Deep tissue is usually done with elbows. When I went to check-out, I told them I should not have to pay for that...it was not a massage. The receptionist kept saying there was someone who does deep tissue that works M-F and that they can schedule me. What is more offensive than a pathetic massage is a condescending person who does not understand that my time is precious. The manager will be getting a phone call from me tomorrow. read more

I'd never had a massage before and been going to the chiropractor for trouble spots for a while and not feeling much better. A friend of mine who is a member here gifted me a deep tissue massage while I was visiting on vacation. I was with Jack and he was absolutely fantastic. I haven't felt this good in forever. I'm sad I can't frequent this location but will when I'm in town for sure. read more

I signed a 1 year contract in Feb.in Kennewick, WA after having my first massage witch was OK but I figured they were new so I'd give it a try. Still have yet to have a decent massage and I've tried several different MT's. I tried the facial (for the EXTRA $10.00), the murad they use is too harsh for my skin and burned it. So I tried the "sensitive" skin one. The gal was using rubber gloves to do the facial and didn't do any pour cleaning. I've had massages and facials for years. This is NOT worth the $. I can't wait for my contract to be up. WASTE OF MONEY. read more

I was duped into signing a contract that the employee did not fully explain to me, after my massage. They purposefully wait to ask you to sign up after your massage so you are more relaxed and more prone to saying yes.. (Oh yes of course 11 more massages sounds excellent!) HOWEVER, the only way out of the 12 month contract (12 x $60.00= $720.00) is through either moving 25 miles away from your current location or through getting a doctors recommendation that the massages are no longer beneficial to you. I felt duped into signing something I didn't fully comprehend. The employee assured me the rest of the pages in the contract were just standard explanations of privacy rights and information regarding the professional conduct standards for the masseuses. Shameful trickery for such a nice place with decent massages. STAY FAR AWAY FROM THESE SWINDLERS AND THIS SCAM OF AN ESTABLISHMENT. read more

I am a proud customer of Massage Envy. All of the therapists are very good and professional. If you have never had a massage, or are looking for a great place to experience the best massage at a reasonable price, you need to try Massage Envy. You will not be disappointed, and will become a regular like me... read more

Employees are great. But the contract cancellation process really sucks. Employees can't cancel. ONLY THE MANAGER CAN! And it is almost impossible to get ahold of her. Left a cancelation request and waited for a call back. Due to fact out of office for 4 days. No call. Called multiple times no manager. Finally a call back after two billing cycles have passed. SORRY NO REFUND. There was nothing noting a cancelation request in the system and never had voicemails...convenient. Apparently she is the top of the call list. So what she says is it. It may have been easier to cancel the credit card. That I'm sure would have gotten me a call sooner. I will continue to look for someone higher on the food chain. PS all she does is send out an email with a form to fill out. But it can only be done by the Manager who never gets back to you. Too difficult for the employees or a way to get another billing cycle or two in. So sign up at your own risk. read more

This place is just awful. My husband and I have been members for over 10 years. We are happy with many of the therapists, but the business end falls apart on a continual basis. We are a military family and have moved a few times. Every single time we try to transfer our accounts to a new place it is a huge problem (we have been told that the home clinic gets the money so they make it very difficult to switch to a new clinic). The problem with not switching is that we are often told that the "visitor" clinic cannot see details about our accounts, and on many occasions they have messed up the number of massage credits we have. We thought we were finally switched to Kennewick and just found out that while my account was brought over, my husband's account for some reason was not. At the same time we learned that his last clinic stopped automatically drafting from his account (his card number has not changed and has not expired). He did not notice it and we were never contacted by phone, email, or mail. We went for massages tonight in Kennewick and were not informed when we made the appointment OR before our massages that the last clinic canceled his membership in January (it's now March). When they canceled his membership he lost 10 massages (worth about $600). Somehow, the Kennewick store did not notice when he got a massage one month ago that he no longer had a membership? Somehow, the Kennewick store did not notice when he called last week to make tonight's appointment that he no longer had a membership? But when he went to check out tonight they wanted $70.00 because "your membership was canceled..." Ummm, noooooo. "One of the Kennewick managers" was originally polite and apologetic, and she said there was nothing she could do and was really sorry about the 10 lost massage credits, after admitting that they have had a lot of staff changes and are "trying to fix problems." Then she started getting argumentative when I said I was done with them and would deal with them later and started to leave. She said she was "trying to help us" (right after saying there was nothing she could do) and kept interrupting me and raising her voice to talk over me when I tried to get a word in edgewise to tell her that we would pay what we owe AFTER we talked to the other clinic and got a call from the manager (that's when I finally learned that, oh, she is "one of the managers"). Our relaxation massages turned into an angry and stressful evening. Learn from our lesson and go somewhere else. Horrible business that hasn't gotten fixed even after the big lawsuit about customers losing their massage credits when they cancel. Now you get 60 days to use them up after you cancel, but the new trick is they just don't tell you when they cancel you! Nice! read more

So, I fought message envy as I posted earlier, and got them to give me back two messages that were mine and I never used, paid exactly what I owed them. This all finally took place in Nov. at thanksgiving I got very very sick, I was sick for the next 14 weeks, really did not think much of message or anything else. Well finally better, not contagious which I was all that time, I had cold, flu, upper respiratory, cough, sinus infection, strep throat, ear infections, it just kept going from one area to the next for months. Anyway call to use the two appt that I had, after all the problems I had with them, and I was going to renew with a new office, but they canceled my last two appts and took them off the books after 60 days, not sixty days from when the contract should have ended after they stole money out of my account, but sixty days after they fixed the problems, which would have been about 4 weeks after final payment. This is the biggest rip off I have ever dealt with, no matter what they are going to steal you money and not allow you to schedule appointments and not give you full credit. read more

I am so disappointed with Massage Envy Spa, I had a bad experience with them, I was given a one-hour body massage and a one-hour facial gift card by a friend for my birthday. I made an appointment for Saturday, March 28/2015 at 9:00a.m. I arrived on time and was asked to fill out a survey about how I heard of Massage Envy, etc., and then I was given a tour of the building. When I arrived to the therapy room I was told that I had expired 20 minutes of my massage time. the therapist suggested I may wish to reschedule and I agreed. At the front desk I was told that they would still have to pay the therapist and would not reschedule. I explained that they had not let me know that my time was expiring as I filled the survey and tour, so I asked them how I can have my full one-hour time. they argued with me and said three times they would talk to the owner. This argument was very uncomfortable for me and so I left. they did not ask me to wait while they called the owner, and I assumed they would call me to tell of his conclusion. I did not have any massage, my gift card was already paid, I realized that the Massage Envy has charged my credit card also, It was charged twice. It is very disappointing that a new business has this attitude toward its customers. I will make sure that none of my friends make the same mistake of having the experience at Massage Envy that I had. I advice any one who gets a message from them, be aware, you can be another victim who they will make money with. read more

So.. last month I started working at massage envy in Kennewick Washington! Everything seemed to be great until a week and a half later on my day off I received a text message from the manager Adele on her day off, stating that I was being terminated due to a issue on my background check and that she could not speak to me about it because it was her day off!! Like wth. Mind you I had notified her about the issue before even excepting the job! Ok so that's fine I excepted that even though she should have told the owner before having me start! Meanwhile I waited patiently for my check to be direct deposited but of course that didn't happen! So after contacting Adele about it very nicely she told me not to use the number in which she terminated me from for a form of contact! So ten long days of waiting for a check that I worked for the owners wife Megan had me go to the physical clinic where I was let go from to pick up my check! The check was $200 short! Now no ones around to take my call and handle this issue! I would've only had good things to say but I'm a victim here I did nothing but go to work as scheduled, I was truthful, and ended up turning down other job offers. What a sucky situation so close to Christmas! read more