Massage Envy

I had great customer service with Imani. It's Christmas Eve eve and she was pleasant and very helpful. I've had bad experiences this time of year in the past so I greatly appreciate this good experience with Imani.

The massage therapists and estheticians were wonderful, however, the front desk and booking of appointments was a horrible experience. On one occasion I called because we didn’t get a confirmation call just to be told we didn’t have appointments-we stood there at the front desk and made several appointments for quite some time the month prior. On the second occasion I called and was apparently speaking to the "call center" and they booked us in Webster when we normally go to Pittsford and didn’t say the location would be different so we missed those appointments because we wouldn’t have made it from Pittsford to Webster in time. They give you a limited amount of time to use up any packages after cancelling your membership but never have appointments open to use them. Needless to say, my husband and I will not be going back to Massage Envy in the Rochester area.

Came in to my appointment early to do paperwork and I was *still* taken in at least 10-15 minutes after my appointment was scheduled. When they say 60 minute sessions, they mean 40 minutes, because they give you about 15-20 minutes to dress and undress but apparently that counts against your massage time. Why would anyone pay for 60 minutes in order to receive 40??? Masseuse promptly ended the session at an hour after my appointment was scheduled, despite being called in late, which really means that I received maybe 35 minutes of service. No complaints with the actual massage but the cost is ridiculous compared to the experience.

I signed up for a year membership back in 2023. My membership has expired, yet I’m still being charged. I didn’t ask to renew and I didn’t ask for an auto renewal. Now I can’t cancel this membership without filling out papers which is illogical because I didn’t ask for it to continue. I guess I’m going to have to make a complaint with the BBB.

I recently visited and found the staff to be very friendly and knowledgeable. However, my 30-minute massage only lasted about 25 minutes. Also, almost the entire time, they kept trying to sell me packages and subscriptions. While the staff is great, the experience would be better if they focused more on the service and less on the sales

Unfortunate experience. After almost 2 years of having a membership I’ve dealt with multiple errors in booking times and same day cancellations from therapists. Due to unreliability and poor response to these issues I chose to cancel my membership and transition to an independent therapist.

I've never had a bad facial. All slightly different as they do facials according to their schooling. I've never walked away from any of the appointments dissatisfied. I do believe at this point, everyone has given me a facial. Management is also on point and involved.