I was a member at this Massage Envy location from Winter 2023 to Summer 2025. If you are considering a membership I recommend booking with Katherine - she's one of their recent hires and absolutely fantastic. I also really enjoyed Suzanne, a therapist who's no longer with Massage Envy. I ultimately canceled because managing my membership became a full time job. I was a member back in 2014 when I lived in Irvine, CA and had the same problem, so this is likely an issue with Massage Envy overall rather than this specific location. The front office in Spokane routinely overcharged me for enhancements I didn't purchase. They signed my husband up for three months and then we froze his account, but they told me I had to pay for him to come back to use his credits, even though he was a family member. I appealed to corporate, you can reach them here - guestrelations@massageenvy.com and eventually got that fixed. But because front office staff, the franchise manager Ana, pressured me and my husband over the phone it made it stressful for me to go back there. Which is a problem, because the whole point is to relax. Sign up for a membership if your 100% sure you will go once a month, or don't mind the credits stacking when you're not using them. For me, I'm very careful on the subscriptions we pay for and want to make sure we're using them all. Ultimately it was just too stressful trying to stay *caught up* with my account. Also, this location is unfortunately in not a great area so I didn't always feel safe going in the evenings or by myself. read more

I hate this place. I went here for a few massages and signed up for a membership but after having several bad massages in a row, I called them to cancel my membership. Today, months later, I have a charge from them on my account. I called them and spoke with a girl at the front desk who told me that i'm basically lying, that they don't have termination paperwork from me and my account was just placed on hold. I told her I wanted to talk to someone else and she just kept repeating herself. I'm disputing the charges with my bank because this place is a scam. I also told her I wanted to fill out the termination paperwork and to send it to me. She said they changed their policy and that I have to come in to fill it out! What a big inconvenience and pain in the ass. DO NOT SIGN UP FOR A MEMBERSHIP. This place is a scam. Go to a real massage therapist. Also, one of my appointments pissed me off when I was still going. I'm had a 60 minute appointment, arrived early, and wasn't taken back until ten minutes later, then she ended the session 8 minutes early. TAKE. YOUR. MONEY. ELSEWHERE! This place is the McDonald's of massages. read more

I paid for 6-month membership, wasn't able to make any appointments due to my crazy schedule. Never used a credit. Never canceled. I finally call to make an appointment, and they won't let me book an appointment without paying another $80 while I have 6 massage credits on my account. WHAT A SCAM!!! read more

I have been here now a few times and had 2 different masseuses. I enjoyed my time, found the staff very warm and helpful, and the place very clean and welcoming. I'm not sure of the substance of some of the bad reviews I read but guess by their 2-year old dates, that either new management stepped in or serious changes were made. Either way, I would recommend this place. Give it a try! read more

I had an overall bad experience with both north and south offices. The people were friendly, which is why they get 1 star. The company is not set up to be customer friendly. Locations can't coordinate your services between branches. I am a bit frustrated because I had 8 credits when I closed my account. I was told I could use my credits even though I closed the account. today I tried to use a credit and they told me all my credits expired. this was not verbally explained to me at the time of closing my account, rather I was lead to believe I could continue using my credits till they were used up. This is typical interactions with this company. the Policies of this organization are not consistent. The staff are siloed and have to rely on absent managers to have enough information to complete their jobs. My experience with Elements was 100% better. read more

I kinda feel bad giving only one star as Jenny, my massage therapist, did a great job. I really wish I could give her five stars separately. My issue is with the fact this operation is about money first, and if you happen to leave here relaxed that is inconsequential to them. The only reason I even came here was that my father in law purchased a couple sessions but due to medical reasons tried to opt out. Even with medical documentation the only option they would give him is to transfer the sessions to someone else. That should have been my first clue. So, I show up for my first session. I have been in the door maybe fifteen seconds and they are all over me with their sales pitch and how much I can save if I sign up for a monthly contract thing. Not real relaxing way to start. I tell them I need to think about it and will let them know. The session itself went well. Having never actually gone to a massage therapist before I had no idea what to expect. I felt very relaxed and quite at peace with the world. It was very nice. Until I got to the front desk. Sales blitz again. I just said let me come to my next appointment and I'll sleep on it. So a few weeks after, I got a reminder call, and in the call they mentioned it would be at the non-member $75 rate. They seem to have forgotten I still had one session already paid for on the books. So, seeing as they are money vampires I will never go back. I hope Jenny gets a job at a better place because she is excellent. read more

Not sure what's going on at this Massage Envy. Since I frequent Massage Envy's I'm pretty familiar with the schtick, but this place has higher prices and has more pressure than any other place I've gone to. Unless you really want to be a member I'd skip this and go to one of the other places in town. Facility is clean and nice and the masseuses were professional. Just didn't like the pressure. read more

The only reason I'm giving 4 stars and not 5 is because of consistency. But I can say that Jackie is absolutely fabulous! She is professional and a wonderful massage therapist! She makes the room a nice temperature and always has the table nice and warm for me. She always knows the pressure I need and I have never left not feeling better than when I walked in the door. Front desk is always courteous and friendly. As far a massage therapy goes Massage Envy is a good value. read more

They called me 26 mins before my appt and cancelled. I had already left Cheney and was on my way. Extremely unprofessional to cancel that way. Today is my dads birthday who has passed away and my husband bought me gift card to enjoy massage on this already sad day and now I can't even get the massage. Extremely disappointed. read more

I received a massage & facial from here this past weekend. I was late to my massage which was my fault but everyone there was so kind & helpful. My massage was great! My facial was amazing! Rebecca was so friendly, and so good at what she did! She was very knowledgeable, and made my experience amazing!! I would highly recommend her & would go back to this location specifically for her for sure! read more

I had a gift card membership for three months at the Spokane Pavilion location. This location was clean and pleasant, the front desk staff was friendly and professional. I had three different massage therapists during the time I was there and they were all very good! Different styles as you'd expect but all knowledgeable and excellent technique. I always came out of my massage feeling relaxed and taller. I even paid for extra massages during my membership. (Membership covered one per month, I went more often) I was very impressed that the therapists participated in a great deal of continued training even over the short time I was a client! I like that they had a separate waiting area (not just in the lobby) where I could start to decompress from my day to put myself in a massage frame of mind. The most important thing is to book well in advance because their best therapists can get booked up - but I also had good luck with last-minute appointments. I did not feel high-pressure to add services or products and felt that the therapists genuinely were concerned for my health and wellness. When I experienced a billing problem, the owner was outstanding and went far and above to perform outstanding customer service. I would recommend this location when they are able to reopen. read more

I would not recommend Massage Envy. I purchased a gift for my significant other, I was extremely explicit what I wanted. I booked exactly what I wanted him to get which was a full body reflexology massage, howerver because he noted his problem areas on his "forms" he DID NOT receive what I purchased. This is no reflection on the therapist, although it is a reflection on the communication between scheduling and the therapist, and a direct reflection in the management in not trying to make this right. I would never recommend this service. Just because you have an area that bothers you sometimes does not mean you do not want or need a full body massage. I AM EXTREMELY DISAPPOINTED THAT THEY RUINED MY GIFT TO HIM. read more

Service was fine, prices keep climbing. We decided to cancel our membership which we've had for over a year and they made us come in and sign paper work. They didn't cancel it, made us come in again to sign and still didn't cancel it. Long story short, had to talk with the manager 3 times over a month time frame before we were clear. Two extra $70 payments fora service we didn't want our use. Beware read more

DON'T GO HERE. This place is super shady. My wife and I have been working on our new house very hard and decided it was worth it to save up for each of us to get a massage. We decided on massage envy because of the "member pricing" for first time massages (advertised as $39.99 for 60 minutes). I'm out of town for work and ended up getting my massage scheduled first before my wife had a chance. I called ahead and they asked me tons of questions over the phone just to schedule the appointment. They told me to arrive early to fill out paperwork, which I did, and the paperwork entailed me having to re-answer literally every question they had made me answer over the phone already except my credit card info. (Relevant: Included in the questions both times was whether I wanted my massage to be light, medium or deep pressure.) One of the main reasons I called ahead was to confirm the pricing at $39.99 for 60 minutes as this is the amount my wife and I had saved up for. This is pretty typical of how inefficient corporations get when the left hand doesn't remember what the left hand did forty minutes earlier. Amateurish and totally preventable, but not uncommon in the least. That's not the reason for the one star review. My massage therapist was named Autumn and our session began with her glancing at my paperwork and asking a few questions about what I wanted worked on. She said something to the effect of, "So, I think the best approach for you will be a general medium pressure massage for the whole back, shoulders, and hips just to work out anything that might be contributing to your pain; some targeted massage in the trouble area; and some deep tissue relaxation which includes some friction-based heat rub and a cooling lotion. Sound good?" I sort of nodded. I figured she was just giving me a run down of what was going to happen since this was my first visit. What I didn't know is that she had just used intentionally veiled jargon that is obviously designed to sound like a branded version of just another massage technique (i.e. "deep tissue massage") to charge me $12 to rub Icy Hot on my back. At no point did she mention an additional cost, a specific price, nor that this would deviate from the $39.99 advertised price I had called ahead specifically to confirm. When it came time for the "deep tissue relaxation" she literally told me that she wasn't going to use much pressure, because the lotion doesn't need it. She truthfully did nothing more than rub icy hot onto the skin of my back for this portion of the therapy. I should clarify that this was not in addition to the 60 minute massage I paid for, this was INSTEAD of the last ten minutes. For $12, you get Icy Hot and ten minutes taken away from your massage. When I got to the front to pay, they lady said it would be over $50. Obviously, I said that I had called beforehand to confirm the price and was told that it would be $39.99. She said that I had purchased the deep tissue therapy which is an additional $12. I told her that no one had told me this was an additional cost at any point and that the only price anyone had told me was $39.99. She said she was sorry and that the therapists are all supposed to tell us if they offer anything that has an additional cost. I told her Autumn did not say this at all. She offered no discount. I had to call my wife and ask her to move more money onto my debit card as I had only transferred the precise amount I already knew I was going to spend. In talking to my wife and reiterating the dishonest business practices I had encountered, the lady at the cash register heard how dissatisfied I was. When I hung up, she still offered no discount. So I just want to say a great big thanks to the Spokane Pavilion Massage Envy for intentionally tricking me out of the money we had saved for my wife's massage. Because you guys are dishonest pieces of shit that don't care to correct when you've done a customer wrong, my wife doesn't get a massage. We saved up the amount you advertised, and now she has to continue being in pain until we save up more or cut into some other chunk of the budget that was already allocated to another financial obligation. I never would have gotten a massage if I knew it would mean my wife couldn't get one. Oh, and my wife is just thrilled with me since my massage screwed her out of getting one. Does that make you happy? Was the $12 worth it? I sure fucking hope so. You guys make me sick and I will be sure to tell anyone who asks about massages not to go to Massage Envy because of your sketchy business practices. Way to be part of the problem guys. read more

Worst massage I have ever had, therapist was loud, sloppy, inconsistent & did not listen to anything about what I needed in a massage. She poked around and shook my limbs like I was being examined at a doctors office. She kept talking about work and her life it was not only not relaxing but it was ineffective. When I asked for a manager to call me about the experience no one ever called. What a waste of time and money I will never go back. read more

Do not go here, the owner lies about the terms and conditions of the membership!! This place is the most pathetic excuse if a business and I would give then zero stars if that was an option! I went here for the cheap intro $40 massage that is advertised just a little over a year ago. I was heavily pressured into the membership by the OWNER(I think his name is Shaun). I knew I was moving in a few months out if state and I wasn't sure if I want to commit to a year of this. He assured me that once I move 25+ miles away from THAT SPECIFIC location, I could cancel my membership if I didn't like it. This seems like a very fair deal to me and I signed up. I should've know it was a red flag when I never received a copy of this contract or any terms and conditions for the membership... I moved to SoCal and there are several locations here, but I wasn't able to afford the monthly payment anymore. I called to cancel my membership since I moved more than 25 miles away and they told me I was unable to do so because you have to move 25 miles away from ANY location. No one had ever told me of this condition. Since I signed up with the OWNER and he was the one who told me that, I ask to speak to him directly. The girl up front said he was not in the office that day and she would leave my name and number for him to return my call. A week went by with no answer so I called back. They took a message again and said he would call me back. ANOTHER week went by with nothing and I call back yet again. This cycle went on for about 2 months. Somewhere in there the lady who deals with cancellations called me to tell me the same line, that I cannot cancel because I live within 25 miles of a location. I told her that the only person I want to speak with is the owner since he was the one who lied to me about the conditions. Finally my membership was about to expire. I cancelled it, and over a year later I have still not received a call from the owner whom I left several messages for. He is the most unprofessional "owner" and clearly knows nothing about how to run a business. And from the other reviews I can see he's doing a great job of pleasing his customers. read more

My normal massage therapist had a migraine and couldn't see me, so I hesitantly called up Massage Envy because I figured it was my best shot to be seen the same day. I got an appointment a few hours later for a 90 minute deep tissue with Mike. I'll admit I was very worried this was going to be waste of money, but Mike was actually great. He far exceeded my expectations and if I didn't live so far away I would be a repeat customer. I would give Mike a five star rating, but I would give the business a two or three star rating because I know they don't pay their employees enough (I believe they get $15/25 for a 60/90 minute massage.) I averaged it out to a rating of four. Unlike other reviewers, I did NOT experience any push to join the membership. They asked me one time "when would your next appointment to be?" and I said that I wasn't interested, and that was that. It could be because I went on a Sunday so the particularly pushy employee wasn't working? read more

Had a massage at Massage Envy and it was great! Worked all the links out. Very nice atmosphere. Liz read more

I have been a member of Massage Envy for almost a year now. I have never had a problem with scheduling. In fact, I had to cancel an appointment once, and called the day prior. They were very understanding and helpful getting it rescheduled. Every massage I've had at Massage Envy was fantastic. The only bummer is that my favorite therapist moved into management and is no longer massaging. She was very helpful in identifying a new therapist that would best meet my massage needs. Overall, great experience! I can't wait until they open a location on the South Hill! read more

Absolutely love this clinic! The front desk workers are so nice and always remember my name. They have a wide range of great therapists and can always get me in pretty fast! I definitely would recommend this place to anyone! I love my membership! read more

Worst experience ever. I called to cancel my membership. I spoke with Emily. She told me that it was a 1 year contract. I let her know that was not my understanding and that I NEVER would have entered into a one year contract. That my home was listed for sale and I was intending to move so there is NO way that I understood it would be one year. Aside from that I have 2 twins due in October and would not be able to afford to continue to pay for massages once they came. Not to mention this was done around 10pm in 5 minutes or less. She hung the phone up on me twice and told me that the contract was read to me verbatim and whether I understood that or not, the contract would be enforced. DO NOT GO HERE. read more

I wouldnt have such a problem with the Spokane Pavillion one or any of them for that matter if it wasnt for that fact that they should really look into changing there memebership terms and conditions. Honestly, I think the membership should be based on month to month from the get go, not go straight into a 12 month contract, when a lot could happen in a year and youy may not be able to afford it anymore. I regret signing up, I have my finaces and reaize that paying $110 plus a month is not worth this massage place when I could spend that getting 4 massages somewhere else for that price. I wouldnt recommend this place to anyone because it seems like there sole purpose is to rip people off! read more

Good massage, but the hard-sell of a "membership" is used-car sleazy. Will never go back based on the sales tactics. Anyone giving rave reviews is obviously affiliated with this business somehow. read more

I have been a Massage Envy client since they opened the facility in North Spokane. I love the fact that I can count on a relaxing experience. The sales pitch was a little high pressure but I would expect that (original owner is no longer there). Brittany is very good and I have seen her long enough that she really knows how to work on my trouble spots. The prices are somewhat on the high side, but by being a MEMBER and booking my appointments well in advance, I do take care of myself. read more

I was a big fan of the Massage Envy franchise, until we moved to Spokane and had to deal with the store in the Spokane Pavilion. Their customer service is horrible and it is very apparent they are only interested in milking you for every dollar they can, at any cost. Either the owner isn't providing good guidance to his managers, the managers aren't customer-focused or the franchise isn't providing adequate oversight of this store; either way, they aren't getting my business in the future and I probably will not pursue opening a franchise of my own (like I'd been planning) based on my experience with this store. read more

First off they do provide excellent service. However, my friend and I went in and after our sessions we showed interest in coming back. The owner of the clinic got us to sign up for a membership by saying we could cancel at any time and we would get the discounted price for our next visit. She also waved the initial fee because we are college students. When we tried to cancel our accounts the next month they flat out refused. While we did sign a normal contract they told us something entirely different. After a long debate they said I owed $700 for canceling. When I refused they offered me a deal of $180 to make it go away and 'promised' to not report me to a collection agency. This is a warning to READ WHAT THEY GIVE YOU BEFORE YOU SIGN IT!!! read more

And now it's been another month, and still no response from management at the Spokane Pavilion Massage Envy.

Most inconsistent massage anywhere. They lock you into a year but beware as the turn over for good therapist are high, leaving you stuck with poor service. Just discovered they have a D rating with BBB. read more

Massage Envy is a scam, do not sign up for services. They will take your money and not deliver the services!

A franchised massage spa that is located in most major cities across the country. The business model relies on monthly memberships that require a contract, varying from 6 - 12 months. While they do not always have the consistency of a major fast food chain as far as the finished product, the decor and atmosphere is pretty consistent from location to location. It is clean, neat with a conventional spa setting. The staff is friendly and markets semi-aggressively. The therapist vary from location to location but I have always found them ranging from A-OK to As Good as it Gets. I personally like it for the simple convenience that if I am in a city that I am not familiar with, I at least know what I am getting. I have only been to the Spokane location a few times and they are consistent with the other locations that I have visited and I have no complaints. Seems a major criticism is the contract. Imo, if you consistently go 3 or more times a month than it would be something you might consider. The membership cost covers a 'free' massage a month and allows you access to discounted massages. Last I checked at this branch, membership cost was $39/HR and $59/HR and a half, which seem to be slightly below the average cost. The only challenge maybe in finding a therapist you really like who works at the location you frequent and is going to be there for awhile. The up-selling aspect of it, all I really have to say about that is that it is a business and most successful businesses do it, McDonalds, AT&T, the guy who just stopped by house to ask if he could clean my carpets, etc. read more

I moved to North Idaho from Wichita where Massage Envy is Fabulous!! I have been to other locations and would rate them at least 4, until Spokane. All around Terrible experience. Shady business. Do Not Go Here! read more

Avoid getting a gift card. We got a gift card for two massages for Christmas 2015... we have tried repeatedly to get an apt. but as soon as we tell them we have a gift card they tell us that they do not have any space open -- for the next 4 weeks! This has happened every time we called and it is now July... thus the card is worthless. On top of that, this week when we called we were told the gift card# is no longer in the system... what a joke this place is. read more

After a coworker of mine told me she had a great experience here, I decided to call and schedule an appointment for a couples massage. The gal who answered the phone was very friendly and helpful and she got me scheduled for a time. She then called me back a few minutes later, only to tell me she had double booked me, and therefore my appointment was cancelled. There were literally no other reasonable times. I understand mistakes happen, but I was looking forward to this experience and now I am left with nothing. I figured being a business all about pampering, they may offer me some kind of discount at least. Nope. Nothing. Not a good way to build a new business. Oh, and did I mention they collected all of my information (including my credit card number!) when they "scheduled" me? Sounds like a scam. SCHEDULE AT YOUR OWN RISK!! read more

I saw Britney here and she was great! I have very knotted up shoulders from work and she gave me great advise on how to help with the tension held in my shoulders. They were not pushy towards me about getting a membership and the service was so nice I would gladly consider a membership! Thank you Lesley and Emily for a wonderful place to relax and destress. read more

Don't go here! I had a contracted membership for the last year. I decided that once my obligation was fulfilled that I wanted to cancel my membership. The girl told me that wasn't a problem but that I would be responsible for the next two months. I said that was fine since that's when my contract ended. I told her that after my last payment that I would like to come in for my last two months that I paid for and redeem my two hours. She told me that was fine and that I'd have plenty of time till the end of January to do so. Last weekend I called to make my appointment and they told me that they had terminated my membership without possibility for renewal and I don't get my money back for the last two months. Great policy! Sounds like a good way to make money without providing services. read more

I have been to Massage Envy Spa Spokane Pavilion four times now and each time gets better and better. The staff are extremely friendly and helpful. My massage therapist, Philip listens to my massage concerns and always knows how to get rid of my knots and kinks. I have read the other recommendations from unsatisfied customers, and am sorry their experience wasn't a good one. I have only good things to say about my experiences there. I would recommend Massage Envy to all my friends. read more

Just wanted to gift one of my credits to a friend. Loyal client for over year. Stacey, at the Spokane lactation made it damn near impossible. Terrible customer service. Refused to answer my questions and eventually hung up on me. I Called Arizona where I had originally made my membership and received excellent customer service to release my credits. No problems. No questions asked. Called the Spokane location back and had to deal with Stacey, who seemed to be on a mission to sabotage my requests. It's unfortunate that receptionists set the tone for your therapist trying to make a career for themselves. I have canceled my membership and have no desire to continue or refer any business with this business. This should be a team coaching lesson. read more

Run don't stop. What a scam. If you are ill or can't make an appointment for a legit reason they will charge you, even if they cancel your appointment. They were charging my card for massages and telling me my account was cancelled. Massages are good, but the administration is terrible. Heavy pressure to sign up for membership. read more

When I had first decided to get a massage I had seen the $39.99 introductory price. So I saved up the money and made an appointment. What the advertisement didn't tell me was that I would be forced into a year long contract for this one massage for "new members". After my massage, which was mediocre at best, the lady at the front told me she would walk me through my contract, and I told her I didn't want a membership. She then told me I could only have the introductory price if I became a new member. After mulling the decision over a bit she told me it was worth it because I would get a free massage each month. I pointed out the massage isn't free, my $60 membership paid for that massage. She seemed offended, and got kind of an attitude, telling me I should have read the entire ad before booking an appointment. When it came time to pay for the massage I had just received I was told it would be over $60. When I was confused over the price, she sighed heavily, rolled her eyes and began talking slowly like I was an idiot. TERRIBLE customer service, I would say. After a few months I lost most of my hours at my job and asked for it to be suspended for a short time, they agreed to do so for three months. Then when they started charging my account again, they pulled out the three months my membership was supposed to be suspended! IF IM NOT USING THE MEMBERSHIP, WHY TAKE $180 FROM MY ACCOUNT?! Now I have to stick it out for another 5 months. This place is a rip off, they scam people out of their money, and they have no problem doing it. I can't wait to be done with this place, I wouldn't recommend anyone to go here! read more

What has happened to this franchise? The newer locations...this one especially have become so very aggressive in their manor. Demanding credit card info when they already have my membership and a prepaid visit to keep if I miss my appointment. Constantly trying to upsell. Who could leave here relaxed? read more