The staff and atmosphere is always perfect. Very welcoming and great customer service!

Massage Envy memberships have rules set by corporate, but at PCRK Group-owned locations (like Lake Zurich), they go a step further: once you pick a PCRK "home location," you can't transfer it to a different franchisee. Even managers can't help only PCRK corporate/HR controls this and Massage Envy corporate allows them to operate this way. This means certain things can't be done at your preferred location that you physically go into. You have to call your old location. They will down play this and make it sound convenient and they're only here to help which they are, at the front desk. But sometimes when you're physically in front of somebody, you just wanna get something done and not have to call. Be aware of how the membership works: if you cancel, all banked services are lost. Gifting a service costs a $10 transfer fee, and if you cancel before your friend/family redeems it, the service disappears. You can only gift once per month, and the same person only once every six months. During COVID, Massage Envy corporate refused to suspend memberships, leaving members stuck paying while piling up unused services that has taken years to use what you paid for. The staff and therapists at Lake Zurich and all the locations I have been too have been excellent this is not about them. The issue is PCRK's policies and corporate's willingness to let them stand. In IL, PCRK also owns Darien/Downers Grove, Elmhurst, Geneva Commons, Mount Prospect, three Naperville locations, North Aurora, Northbrook, Oswego, Palatine, Vernon Hills, Wheaton, and Wilmette. If you sign up at any of these locations, know what you're committing to. read more

I've been a monthly customer of this location for years and have only had five star experiences here. The low ratings on Yelp are shocking for me personally. While I have my "favorite" LMT, I have scheduled with others and ive always had exceptional appointments from the front desk to the massage. I am not an easy-to-please customer. I can be quite selective (aka "picky". My compliments are well earned. read more

Horrible customer service! They had over 300+ membership cancellations because of their bad customer experience. Highly recommend avoiding this location. If I had the option....Zero stars! read more

I was called around 2pm to see if I could change my 5:30 apt to 3:30. I told them that I couldn't. They said it was fine. They were just checking. I got there at 5:25 and checked in with the receptionist. I sat in their waiting room for 30 minutes. The receptionist walked by me twice, but never said a word that I was still waiting. I finally went back into the lobby and asked her what was wrong because my appointment was supposed to start 25 minutes ago. She checked her computer and said the therapist left early, and they forgot to tell me. I literally checked in with that same receptionist. Seriously! No explanation was given. Absolutely ridiculous! I will never go back. read more

Easy to find appointments and good prices. However, the massage itself was only ok- therapist did mostly focus on requested areas but technique left something to be desired and was not very good at identifying or easing tension read more

Zero stars, do not recommend. I had booked my appointment online, confirmed it and had my credit card payment processed. I arrived early for my appointment and the location had to notice of my appointment! The website did not communicate the booking of my online appointment to the designated location. The appointment did not exist! My account got charged for the service and no service was performed. They had no solutions to solve this problem today either. Poor....... read more

I have been going to this location for a couple of years. I have been paying monthly, but for various reasons, I have been able to get a massage each month. So the last time I went in I was told I had 2 additional sessions on my account. I had lots to do but made time from my running around to schedule a massage. I got a call the day prior that I would need to update my card on file. I expected that because I had to replace my card. I rush from one appointment about 30 minutes away to the Massage Envy. The very nice young lady at the desk tells me the manager cancelled my appointment. When I asked why, I was told because my card needed to be updated. I said ok, but I have sessions still outstanding on my account, right? Yes, I have 5 1/2 sessions. So, why can't I use one of those? No, we have to have a card on file. So. I took my card back and said I will speak with the manager later. She was out. I also said I was canceling my account. So, please explain to me how i have 5 1/2 sessions but can't use them? Do not patronize Massage Envy. I don't know if this is just this location. However, I see a small claims action in my future. read more

Massage Envy - Massage Envy, Lake Zurich. - Massage Near Me - Lake Zurich, Illinois

Pre-Covid my husband would go here on a monthly basis and had two massages left in his account when everything closed down due to the pandemic. His line of work has been swamped after the economy opened up and he has not gotten the chance to make time for a massage. He went today to finally use one of his massages and was turned down by Nicole the Senior Manager, she would not give her last name. Instead of taking the opportunity to lure a customer back with good customer service they have now lost our business forever. Robert Fish the owner should really reevaluate his staff. Nicole was cocky and rude, telling us that she's fully in charge of the business and does not need to run anything by her higher ups. I'll be sure to tell all our friends and family not to come here for their services. There are much better local places that know how to treat their customers. read more

Had an incredible visit from start to finish! The woman who helped me up front was extremely kind and helpful, I believe her name was Christina. Loren was a great therapist and relieve a lot of my tension. I'll definitely be coming back! read more

I'll give them a generous 2 stars. In my experience the massage therapists are generally pretty good, some excellent; but in my opinion, the management is both unprofessional and difficult to deal with. My wife won't go there anymore, and has found a place she likes better. I'm following in her footsteps. They cannot/will not confirm if staff is inoculated, nor have they asked me as a customer, for any verification of inoculation. I just don't trust the place anymore read more

I just had my first massage here. I had a good experience. I left feeling in much less pain than I entered. The tech was great with asking me if pressure was good and checking in with me during the massage. read more

The reception staff is horrible. Very rude, shows no interest in customer service, acts like someone who really doesn't want to be there. I booked a massage online. Never received a confirmation email - even though your email is required when booking online. Called this morning to see if the reservation went through. Karen, who answered the phone, responds to my question saying "if you booked it online you have an appointment." I said I never received a confirmation and can you want to make sure it went through. Karen, rudely answers back "I told you it went through if you booked it online". Doesn't look it up in the computer to ensure reservation book! Due to her rude behavior I said to cancel my appointment as to why would I want to get a massage there with such a rude staff! Then she argues with me that she is not rude. Asked for manager who of course was not there and Karen no idea when manager will be in. Also charging 50% for canceling even though I canceled due to their rudeness! Don't use this business! read more

I cancelled my membership but they continued to bill me. I called multiple time and filled out the forms but nothing was changed. I would not ever recommend massage envy to any one. read more

If your looking for a nice place to relax this is the place to be. Before your massage you sit in the Tranquility Room which smells wonderful and sets the mood. Once inside the rooms the music is soft, the beds are warm and the lighting is just right. I have been to a few different therapists and have enjoyed each one in their own unique way. read more

After signing up for the membership, I have found it nearly impossible to find available slots to see a therapist. I finally booked a 90 minute massage online, got to ME and I was not on the schedule. I just cancelled my membership but still have to pay next month's fee. I will get a credit for a massage but doubt I'll be able to get a time slot. Very disappointing. read more

I have been a member for 5+ years and the service at this location has tanked. They raised their membership fees and shortened their massages. I has Maria and she gave me 45 minute massage. I requested deep tissue and it was light at best. I am cancelling my membership as soon as I use up my remaining credits. Also, you can't just cancel you have to fill out paperwork. I would never recommend this place to anyone. Find a good therapist and pay the extra money for a good massage. This is a waste of money and time. read more

My massage from Lauren was amazing! She really knows what she is doing and fixed my really bad neck. However the office staff is so horrible with scheduling appointments, and not greeting you or letting your therapist know you are there, and trying to over charge you. I had to find some place else. read more

If I could give this place zero stars, I would. Very poor customer service and even worse business sense! Don't waste your money. Kiera is clueless! They are willing to lose over $600 in membership fees for a $10 service charge. Please save your time and money and go somewhere else! read more

Not the best massage I've ever had, but also not the worst. Despite the masseuse talking loudly multiple times during my massage, I left feeling relaxed. However, the front desk was really pushing the monthly membership, which I was not interested in. I had to listen to a sales pitch before they'd let me pay and leave, even after I said I wasn't interested. There are a lot of places in the area to get massages, so I won't be back. read more

No complaints with the massage. Just very upset that I got suckered into a monthly membership. I cancelled it a few months back. So then I called to book my massage because I had one credit left. When I set up the appointment I made sure to ask the receptionist if I still had that credit and she said yes. So I come in, get my massage, and then they tell me oh no it expired so you'll have to pay $90. Very upset with this because I would not have even booked the appointment had I known it would be full price and my credit had already expired. This error was on their part because of the receptionist and did nothing to fix it. Now look, if I would have just assumed my credit wasn't expired and went in there it would have been a different story but for them to tell me it's still there to use makes the difference. Very unhappy with the customer service. read more

First, let me say that there are many great massage therapists working here. I have only been disappointed with a few of my massages. However, the desk staff and business practices leave a lot to be desired. Their cancellation policy is brutal - I tried to cancel for a family emergency and they said they would charge 50% (around $40) of the massage. When I stated that I had a membership and had never cancelled before, they said they would remove one of my prepaid massages ($59). They also push hard for tips. While I always tip, I hate it that there are signs everywhere "suggesting" how much to tip. They have no qualms about asking you to tip. The noise level on the right side of the hallway is ridiculous. They are located right next to a gym, and the music and weight machine noise is easily heard through the walls. In certain rooms you can hear the toilets flushing. If you have an introductory price, I'd recommend going. (Stick with the left side of the hall, though.) However, being in a long-term membership contract (like I was) is not recommended. You will inevitably encounter customer service issues. read more

People don't give this place credit! First off, its the cheapest massage deal you're going to find...hands down...so stop being so picky! I ALWAYS make my appointment with Danielle...who is a REALLY GREAT massage therapist (she also works out of their Wheeling location). I've been having massages for a long time because I have scoliosis, and as I age, it really affects my muscles and posture. She understood right away what I needed to feel better, always follows my requests, doesn't talk my ear off when I'm trying to relax, and ALWAYS ALWAYS makes me feel like a better human when I leave. I would say this is a VERY good value. No, it is not a high-end Spa. No, it is not the most luxurious massage experience you will ever have. Yes, you can get a high quality massage for the price. read more

I've been a member of the Lake Zurich spa for 3 years. In the beginning the front desk was very professional and attentive. It seems they've had some high employee turnover because the professionalism is waning and there isn't follow through on scheduling. My therapist Patricia left after 3 years and I had to change therapists. I was supposed to be put in the system for a standing appointment with the new therapist but they dropped the ball and now I'm unable to schedule anything because she's completely booked. I'm cancelling my membership and going to Hand & Stone massage. So much for customer loyalty being respected. read more

I showed up for my appointment, checked in and moved to the waiting room. 15 minutes after my appointment start time and still waiting, I checked back in with the front desk, thinking that maybe someone was running late. After a phone call to someone else, I was told that my appointed therapist was not going to show up for a medical issue but that o could come back about 6 hours later for another therapist. This is exactly what happened with a previous visit. One time it happens, ok. It sucks but I rolled with it and was given a lot of nice samples and a future discount to take away the irritation. The second time, this is poor management and a failure to have at least let me know at check in or find an alternative. read more

So thankful I found Massage Envy when I did. I have been traveling a lot this year for business and those 8+ hour flights from Hawaii just wreaks havoc on my lower back. I went in and got one of the best massages. What a relief it was. I was almost at the point of having back spasms with the pain running down the back of my left leg. The therapist at Massage Envy worked their magic and made the rest of my trip enjoyable. Highly recommended! read more

I have been going there for a couple years. I love this place super friendly Kari at the front desk, to Lisa the massage therapist from heaven!! I have a physical demanding job that takes a toll on my joints and back. Lisa can pin point the issues and make the pain go away! Never had a problem there. read more

I love going to ME - even back at home. Was visiting a family friend and they gave me a gift card to Massage Envy while I was there. Such a nice group of people - kind, attentive, and listened to me about my aches and pains. I feel so much better. Happy to have enjoyed the experience. read more

Paid for a membership and used a few sessions and then cancelled, as massages were so so, though facial was wonderful. Found out they had continued charging me for 4 months. I went in to talk to the manager, who told me there was no cancellation paperwork filed, though there was a note on file. She agreed to cancel one month and told me I could use the credits that were on my account. I booked a massage and when I went in to use it I was told the credits had expired. No explanation other than their manager is very thorough and would have explained that. So I got rooked for a lot of money, which they seem to feel they are free to accept without providing any service. Stay away from this place, they have no ethics. read more

If you are looking for a men's or women's facial I highly recommend Camryn. She is an incredibly talented esthetician. She not only does a great job with your skin care but creates an incredibly relaxing atmosphere. The result is a superior experience for mind and body. read more

Worst "Massage" Ever. I'm not sure you can call a woman rubbing oil into my neck, shoulders and feet for 90 minutes a massage. She never touched my back. I don't believe this woman was a licensed massage therapist. Nothing during those 90 minutes indicated that she had a clue what she was doing. That was an hour and a half of my life I can't get back. HORRIBLE! read more

The place just opened and what got me to go is the $39 introductory offer for first-time customers and this is what I think: Pros: - very clean and pleasant surroundings and decor - good massage therapist Cons: - it was difficult to relax because the massage room I was in shared a wall with a next door gym and I could hear the heavy weights equipment all the time. On top of that somebody was throwing a heavy ball every once in a while either against the wall or very close to it because I could not only hear it but I could also feel the room vibrate. Pretty bad when you are trying to relax, don't you think? I was hoping the therapist suggests we move to a different room but she didn't so I figured - you get what you pay for. After all the body was still getting what it needed. I later told the receptionist about the noise. He apologized, thanked for letting him know, and said I can request a different room next time I come but a first impression is a first impression, I say. Too bad for them. - the therapist's hands were cold when she started. She did warn me but still - warm hands make you feel much better - my personal preference. Pricing: normally an hour of massage is $78 (any kind); you pay $59 when you get a membership - meaning that your credit card gets charged $59 every month and includes a 1-hour massage (additional massages are $39). If you don't use a massage one month, you don't lose it - it rolls over to the following month. Not a bad deal provided you take advantage of it. General impression: the experience was ok considering I only paid $39 but I would have been rather upset if I had to pay the regular $78. Mainly due to the noise that made it difficult to fully relax. Will I go back? Only if I can get another discount coupon. I wouldn't pay a full price. What will I tell my friends about this place? Go try it for $39 and tell me what you think. read more

Went there for the first time and paid the $39 to give it a try. I went to the Palatine location. The staff was very friendly. My issue was my inability to relax and enjoy the massage since the therapist I had was too chatty. She kept "announcing" what she was going to do next and asking me to inform her of things (if I was ticklish in certain spots, was she hitting the right spots, etc). I like to unwind during a massage, not pay attention to what the therapist is saying and that she is a germ-a-phobic which is why she kept applying the germ lotion (I really don't need to know that!). In summary, I didn't relax much, but my shoulder pain felt a little better. Not bad for $39, but don't think I would pay the full price. read more

I've called at least ten different times. I have not been able to schedule a massage once. What a joke.

Been a member for 2 years, but this place has gone downhill. -Too many incompetent inexperienced massage therapists. -Difficult to schedule appointments, the good ones are scheduled months out -The manager is a complete imbecile -I canceled and manager tried charging me again for the following month, so I disputed all accrued prepaids with Visa and got refunded. The membership structure only serves the interests of the business not customers. read more

If I could give negative stars I would. This place is run in such an unprofessional manner. The rude front desk staff have no care or skill for their job...which is to make a positive customer experience. While checking in for my massage, the girl at the front desk (Molly) was on a personal phone call. After she had the decency to end the call to help me (which is her job) she treated me rudely, as if I was a annoyance for making her end her personal conversation. Next, when I was in the tranquility room waiting for my massage therapist, I could hear the front desk staff (Molly) as well as the owner of this establishment gossiping loudly about other employees and previous customers using profane and offensive language, which made this quite an unpleasant experience to start. As a business owner myself, I was appalled with the lack of professionalism displayed by the front desk staff and ownership. She displayed no customer service manners and should have been fired immediately. I will never be returning to this establishment, not due to the nice massage therapists, but due to poor customer service and such an unprofessional desk staff. Why would I want to go somewhere to relax just to be treated poorly? read more

GREAT PEOPLE GREAT VIBES! The ladies there were so sweet, kind, and made my experience great. Especially the two women working at the front desk on 3/30/2019. I will be recommending. read more

Scheduled an appt ... was told to come a little early to compete the paperwork, so it would not cut into my massage time. I got there 20 minutes early... finished my "paperwork" in about 5 minutes. My appt was at 2 ... she didn't take me back till 215 ... started and when I walked out to pay ... it was 302 !! It was not the length I was told... a 60 minute is what I paid for ... I will never go back. I asked her to go a little harder on the areas that were giving me trouble ... and nothing. Not a good Mother's Day gift to myself ! read more

I really like Massage Envy Lake Zurich!! This place feels just as nice as any salon I have been to. The front desk is always friendly and books my next appointment right away. Irene is a therapist from HEAVEN! Everyone is very professional and I am so glad I became a member. Can't beat it! read more

Although Massage Envy does offer good prices to its members, they have many cons. The cancellation policy is unforgiving. You pay 50% of the session if you cancel same-day and 100% for a no call-no show, even in case of emergency. Their memberships are a 12 month-contract, and only after that initial term can it switch to a month-to-month contract. The monthly memberships massages do roll over, however if and when you cancel your membership any banked massages are gone after 30 days, so you lose all that money! This particular "spa" is not a place I would recommend at all. They seem to hire a lot of massage therapists right out of school with barely any experience. The front desk employees push to sell you a membership as soon as you come out of your first massage, and every time thereafter until you either sign up for membership or stop coming. read more