The massage was very good, however the waiting room was not calming and the receptionists were obnoxious/ child like. Not a calming reception area and not calming receptionist staff it really took away from the experience. read more

The staff here is very unprofessional and do not take necessary steps to accommodate the client. I had a 90 min massage appointment and called 3 days in advance to change it to a 60 min massage. They told me that I could not change my appointment and would need to change my appointment to a different day. Doesn't make much sense, if there's time for a 90 min, there's time for a 60 min. I was reluctant about signing up as a member because in the past every time I found a therapist I liked they quit. Now I can't modify my appointment in advance, its ridiculous! I spoke with management about this and they didn't seem to care at all! I will be canceling my membership and I will NEVER patronize this business again read more

I am not one to complain, but after seeing the bruises on my back this morning from my massage last night and the phone call with the manager this afternoon, I am going to. I am now more upset about the phone call than the massage. I went in for what was supposed to be a relaxing massage which was stated on my sheet that I filled out before going in--not a deep tissue massage. My fault, yes, for not telling the masseuse to ease up a bit, but it is not okay to have the bruises on my back and to be in the pain I am from a massage, something that is supposed to relax you and take the pain and stress away, not make it worse. I left in more pain than when I went in. I woke up this morning and my lower back hurt so bad. I went to look in the mirror and had bruises on my lower back. I know it can be common to have light bruising, so I've read and so the manager stated on the phone several times, but I've never had any before and have had a lot of deep tissue massages in the past, but there were/are full-out black and blue bruises. And yes, I took pictures this morning with the timestamp of 6:23 a.m. This morning they were a mixture of red, black, and blue, and this afternoon it's still a mixture, but more black/brownish and blue. The manager told me it's not a concern if the bruises aren't welts or black and blue. After telling her that they were indeed black and blue, she then said in a condescending voice, "Really? It hasn't even been 24 hours and they're black and blue?" as if I was lying. I wish I was after forking out over $100 to have marks on my back and to be in more pain than when I went in. Absolutely ridiculous! Not happy with the massage and even more unhappy with how the situation was handled, or should I say not handled properly, nor professionally. As a manager, you should never question if the person is lying or argue with a paying customer. I called this morning on my way to work and left a message at 6:48 a.m. After not hearing back from them, I decided to call back at 10:05 a.m. The receptionist told me they had received the message, but their manager, who wouldn't be in until the afternoon, would have to call me back. The manager did call me back at 3:00. I explained to her that I'm not one to complain because I'm really not and that I've had 20-30 massages before (I used to be a member at the Massage Envy in Rogers. I highly recommend that one) and that I have never experienced this before, even after going in for a deep tissue massage. She then went on about how this masseuse was named masseuse of the year and other nonsense that I didn't care about. She also said this masseuse doesn't specify in deep tissue, when it states on her card that she is in fact a deep tissue, Swedish, and hot stone masseuse. I wished she would have gotten her facts straight before giving me a call back. All she said she could do for me is have me come in and PAY again, after I already paid over $100 last night for another massage at an introductory rate. I would never step foot back into this establishment. If she would have given me my money back or a gift card, I would've taken my business to the Massage Envy in Rogers or Massage Retreat and Spa. read more

First and foremost, my massage therapist is terrific. Professional, talented, nice, never late, never cancels. Second, I have been a member for eight years and never complained about the massage therapist who had no idea what she was doing or the one who told me about her trauma history during the session. Finally, what the heck was the management thinking today? I arrived for my massage several minutes early - enough time to check in, use the restroom, and turn off my phone. I was told I had to update my information. I asked if that could wait (they never called me to ask me to come early - or I would have). I was told it could not. Okay, demographics = fine, body diagram = okay, dozens of questions about my private medical history = you don't need to know this - skip. Then I am asked to sign some kind of contract/waiver. I said I don't sign things I haven't read and it's now time for my massage. I was told I had to sign it. I asked them to give me a copy or send me a copy and I would sign it the next time I came in (I have several appointments scheduled). She said I was signing exactly what I signed years ago to join. I said that's great. I will read it and sign it next time. I said I was going to use the restroom as my massage should be starting. I did so and tried to get into my happy place when a gentleman spoke to me. He said it was ILLEGAL for my therapist to touch me unless I signed the form. I said either let me have my massage that should be starting or let me leave. He said I could leave but I would be charged for the session I "missed." At that point, I contacted legal counsel (I know a lot of lawyers) who asked 1) what statute makes it ILLEGAL for my massage therapist to touch me, 2) when did that statute change (my massage therapist was able to touch me a few weeks ago and for the last several years), and 3) if it was the exact same document and they already had my signature on it, why did I need to sign this right now? I asked all 3 questions to the gentleman and the woman who joined him. They had no answers. It was now past the time that my massage was supposed to start. I said that either I could leave and not be charged or have the full session I was paying for because I was not the person causing the delay. The woman said absolutely not. She would charge me if I left and my session would start as late as it was going to start and end when it was originally supposed to. She would not prorate the time. I finally negotiated immediately reading the contract/waiver and paying for only the shorter massage that I would now be receiving. I ASKED FOR A COPY OF WHAT I WAS SIGNING AND WAS TOLD THEY COULD NOT SEND IT OR PRINT IT BECAUSE IT WAS ON AN IPAD? What? So, barring a sincere apology, they are losing a customer that they had for over 8 years. read more

I have had a membership for over two years and love it! As long as I call a day or two in advance I can always see one of my many favorite therapists. I recently had to freeze my membership due to a job loss. I had no trouble faxing it in. Also, unlike my gym membership they do not charge me to freeze. It may be a contract but one I love! read more

I received a massage that ended up harming me. I mistakenly signed up for their membership because I thought I would keep needing to go back to work out the muscle problems I was having at the time. I was told by the front desk that I could cancel the membership with a letter and it would be cancelled 30-days later. I was in so much pain that I didn't read the fine print. You can't get out of the membership. They lied to me! You get what you pay for. The massage therapist that I saw even admitted that she was working there to get her foot in the door to get a better job somewhere else. Agh, I feel so stupid for falling for this! read more

Horrible!!!! Absolutely horrible!!!!! Buyer beware!!! The Maple Grove location is an absolute scam. Mediocre massages at best. Staff turn over constantly.. The contract is just ridiculous. They forget to mention that its a year "binding" contract. They will not let you out of it without paying the full year. I got roped into the contract. In the summer I got a new cc.. Forgot I have to tell massage envy - my payment of course was declined.. They called me immediately not to advise me or let me know politely.. They called me to tell me I will be sent to collections!!!! Just ridiculously rude about it. By February I had 4 massages built up from not going. So I called to ask about their "hold" policy which I had overheard them telling to someone else.. That you can put a hold on your account for either 2-3 months for $5 a month.. My contract had me still owing march and April.. So I asked if I could just pay the $5 for each of those months and still use my 4 massages.. To which she said absolutely not a problem. 2 days later I called to make an appointment.. Low and behold my contract was terminated... Claiming I hadn't paid since January and so it was delinquent so they just choose to terminate. Weird how I didn't get the collection call on that one... Even more weird I had gotten my mediocre massage in February. Absolute scam. That manager is just a witch! Do not get roped in to them. I'm not certain if all Massage Envys are run this horribly but Maple Grove is!!! read more

I bought my husband a massage here for Father's Day. When I was paying for it, the woman who works there told us that if we signed up for a couples massage before the end of the month, we would only have to pay for one of the massages because my husband would have "referred me." We signed up for it, had our massage, and when we went to pay for it the woman charged us full price (over $130) and told there was nothing we could do about it. read more

Absolute worst customer service I have ever dealt with. Tried to cancel my membership because I was to busy and the refused and then told me they would send my account to collections. After I payed for the entire year without using my massages because I was to busy they then gave me 30 days to use all 12 of them or they would no longer be valid. Absolutely worst customer service I have ever dealt with! read more

There are just a few massage therapists at this location who can perform more or less decent job. It took me months to find one (don't count on them to recommend a good therapist - their customer service has no clue and only cares about signing you up for their membership), and then she was gone with no prior notice. For some reason good therapists do not stay there for long. The whole system of one-year contract allows this business not to care about the service quality. You can't get out until you've paid for a year. Do not sign up for their membership! Better find a good private massage therapist, who knows what she is doing and really cares about her clients. read more

After being a long time member and watching the front office staff go down hill the only reason why I continued to go was for the therapists. Now that they have froze my account for actions out of my control and are keeping the funds of the massages that I have already paid for and will not let me use them. I have filed a claim with the BBB and will take this as far as i can. Taking payment for a service and not allowing the person to use it is theft!!! read more

In theory this should be a good business but the turnover for the Maple Grove location is very high. The reason we canceled our membership was because you could never get the same person and if they are good you can't easily schedule again without waiting a long time. Every month they bill your credit card and you build up messages. I had so many it just didn't make sense to continue this membership after the mandatory year. When I went to cancel they give you 1 option, use up your messages in 30 days or lose the money. I strongly recommend DO NOT get suckered in because you can not cancel your membership easily. Also talking to anyone about this matter at a location is like talking to a computer, they only know their policies and do not care about customer service or don't have a clue what that is. Your better off going to a salon or chiropractors office and not that much different in cost. read more

. The financial practices and deception are incredible. To start it is really hit or miss in regards to massage. They have some good some not great. When I became pregnant with twins I went for prenatal massages on a couple occasions and each time it was horrible. One masseuse started the massage by telling me she had been pregnant with twins but they both died. On another occasion a different masseuse said she was going to do pressure point massage which was fine, then I spent the hour have her push on a spot with the instruction that I tell her when the muscles released. So she would push, then I would say okay and she would move to another spot and I would say okay. A whole hour if that, it was sure not relaxing, I felt like I did more work than her. Clearly someone not trained in pressure point massage. The final draw was the masseuse that said she joked with the front desk when they would ask if she was certified in prenatal massage. She said when they set up the appointment they asked and she said yes, but then once it was booked she said she wasn't. Shouldn't this be in a masseuses file. Really irresponsible. When I started going to a masseuse that my ob recommended and tried to cancel they said I needed to do it in writing and that there was a 30 day cancellation (which of course insured them another paymen). Then they preceded to tell me once my membership ended I would lose all the massages I hadn't used, which was about 6 at the time. read more