To Whom It May Concern: Upon arrival to my appointment at Massage Envy, I was informed that there would be forms to complete. Considering that I have not had many massages in my lifetime, I had further inquiry of what the forms consist of. They receptionist provided a sarcastic comment stating that they could not touch me unless I signed the consent form. While reviewing the consent form, I noticed a disclaimer that stated that they would not touch patients in specific areas with highlighted images to further explain which areas would not be touched. On another portion of the consent form there was a section to select what areas of my body that I did not want worked on at all. Despite my selection to not have my gluteus maximus worked on during my massage session, that area of my body was still touched. The massage therapist, Caressa H. began the session by firmly pushing into the sides of my gluteus maximus. This was a very painful experience. When I attempted to address the pressure the massage therapist explained that she was providing a “warm-up.” Again, it should be noted that this is an area that I selected on the form to not be touched. The massage therapist continued her “warm-up” while also making the decision to rest her hand upon my butt. Please note that her hand was not resting anywhere near the gluteus maximus and was more so resting on my intergluteal crack which is more familiarly recognized as the butt crack. Regrettably, I have learned that the massage therapist Caressa H. was previously assigned to a family member of mine. This massage therapist touched this family member in their vaginal area multiple times during the massage session. Please note that this is an area that the consent form specially states that they do not touch. This is utterly unacceptable.

I will NEVER go to Massage Envy again!! I planned my whole day around this massage. My husband scheduled a 90 minute massage as a Christmas present. I arrived 30 minutes early to fill out my paperwork and ensure I was on time. I’m sitting in the waiting room and the receptionist comes to me (at my appointment time) and tells me that my therapist is “on his way”. I asked to speak to a manager and she would not come to speak with me. 20 minutes later ... I go to her office and she is sitting there on her computer!! I let her know I had asked to speak with her and she let me know that she was aware, but she was sending an email first. I calmly said, “Do you understand the message that is sending me? My therapist is 20 minutes late and I asked to speak with a manager and you’re too busy to come speak with me?” Then she said, “ Well I have legal obligations that I need to tend to”. At that point I had it!!! I cancelled the appointment and left. I WILL NEVER LET SOMEONE TREAT ME LIKE THAT AND PAY FOR THEIR SERVICES!!!!!

I scheduled a 60 minute microdermabrasion facial for 10am. When I checked in I was told my therapist (Paige) hadn’t arrived yet but should be there any minute and that there was a gap before her next appointment so the time could be made up. My therapist finally came to get me at 10:20. When my therapist finished the session, it was 10:40. My entire time with the therapist was 20 minutes, including the time to discuss skin concerns and get situated on the bed, so more like 15 minutes of service. I expressed my concern for the brief session and asked if I was only receiving 1/4 the time, that why I would get charged the full $130 for the service. I was told the manager would call me when she arrived later in the day to resolve the issue. I never received a phone call. I called twice the following day and no one answers. Do not come here unless you are ok paying $130 for a 15 minute service from a therapist that is ok arriving 20 minutes after her first appointment time.

My husband and I received a gift card for a 2 hour couples massage. We struggled finding a location with a couples room and finally made an appointment with this Massage Envy. After having Massage Envy cancel our initial appointment, we rescheduled and assured them it was no big deal. However, when my husband woke up sick as a dog, I called to cancel our appointment and was not told that we would still be charged for the session. I then got a call that went to voicemail, since I didn't have my phone on me, that said if I didn't call back in 30 minutes I would be charged for those sessions. When I got to my phone it was past their 30 minute window and the woman I spoke to didn't offer any help. I am extremely disappointed in the way the situation was handled, especially after we were so understanding of their cancellation on us. We will be using our gift card and future business at a different location.

My daughter gifted me a massage and I reached out to schedule an appointment. Spoke with Christy (I think that was her name) and she mentioned she was the manager. She was rude in nature and refused to talk about the services the company offered. She mentioned she had no ownership in the company and saw no reason to discuss the different services as that was something the therapist would do. That come off to me as curt and showed a lack of interest in the company and it’s clients. A place that represents rest and relaxation having someone on the phone as their first contact is not a good reflection for the company. It makes me wonder if the gift card my daughter purchased is a waste of money. I now have reservations of even going and it’s unfortunate as I was looking forward to a day of relaxation! This experience was the location on Ellison pl in West End.

I’m a regular client of Crystal. This is the second time in a row I’ve been called on the day of to cancel my appointment. Crystal not available for what ever reason. But anyway today I asked if there was a backup or if someone was available to do my 90 minute. They said Yes! Well that was a sign that I missed. All the good masseuse were not available. I’ve been in a car wreck this week and dealing with some back and shoulder muscle spasms. This tall lady African American who’s name started with a “K” Sorry that’s all I know about her.....Any way it was the worse massage ever. I’ve been going there for about 4/5 years. What required training is needed for this job? It’s clear she has none. All she did was put lotion on me and Rub it in my skin so hard I’m red. I feel like I’ve been in a wreck all over again. Just Horrible! I need you Crystal!!!!

Very unprofessional. One hour before my appointment I got a call saying the therapist was sick. I thought 45 minutes notice was unprofessional, but I went ahead and rescheduled. Day of my appointment, I realized another appointment was going to last longer than I had thought and I wouldn't make it. So I called to cancel. She said it was fine, but if I ever wanted to make an appointment again I would have to put a credit card on file. I'm sure that's corporate policy, but I said that they had canceled my original appointment so it was fair for me to cancel this one. She said whatever and hung up on me. Won't ever be going to Massage Envy.

I just called to book (4) 1 hour massages and although they had the open appointments, they refused because one of the slots was for 1.5 hour massage and all wanted 1.0 hour massages. They turned us away. I am cancelling my membership. They are not accommodating at all, never have been! But this was the icing on the cake. I am DONE with massage envy. Completely could have gotten us all in at the same time, but because we didn't want 1 massage to be longer than the rest, but turned the business away -WOW, just shows their customer service is VERY lacking.

I went to the West End Massage Envy a few weeks back and Kristi was extremely helpful. Kristi was patient, helpful, and knowledgeable. Kristi helped me work out some kinks with my account and she told me I would receive a text in a few days when it was complete. To be honest, I never thought I would have received a text, I figured it was going to have to be something I followed up with, but I was wrong. I received a text a few days later verifying some information. I cannot say enough good things about this location. Oh and the massage I got was great!

My step daughter and I went for our first ever massage....it was Amazing. Friendly professional staff. Freddy understood I was nervous and made sure to let me know what was going on. He worked around MY level of comfort when it came to modesty....and I'm very modist. Caitlyn ( who is pregnant and has quite a bit of anxiety ) was paired with a wonderful therapist. She said her massage was amazing and she has been on the phone all day recommending her friends. I actually purchased a membership which is something I never do!

Called on August 30th and scheduled an appointment for today September 1st at 6:30pm. Gave the young man on the phone all necessary info including my credit card. I am currently standing inside Massage Envy to be told that for some reason my appointment was canceled. I was not notified of anything until I am physically here for my appointment. Bad business, and and makes me wonder what happened to my card information.

Another "post covid" employment crisis spot. You must have a monthly membership or a gift card. Prior to covid, it was easy to schedule appointments, but now I have to search several different locations to see what's available, and it's normally three weeks out. The massage therapists are constantly changing, as soon as you find one you like, they leave to start their own spa.

The General Manager, Christie Hutchinson, may be the rudest person I've interacted with. We submitted a cancellation at another location in September, so when I called to get our credits refunded to us she said, "we both know I can't do that". Turns out they can waive a fee according to their corporate office and we are seeking our money back through other channels.

I’m not sure what all the negative reviews are for, because they ask all the time if you’re doing good and you pick your pressure. Anyway, I had Ansley and she was amazing. I felt so relaxed and refreshed after. I was disappointed my time was up; it felt like 10 minutes. I’ll be back, and for sure requesting Ansley. She was incredible. Highly recommend.

OH EM GEE! BEST. MASSAGE. EVER!! The people are so so nice here! The girls upfront are all so so professional and helpful in every single way possible. After the massage is over, they compliment you with a water and they even have peppermint candies on the way out!!! I definitely will be coming back!!! LOVE LOVE LOVE THIS PLACE!!!

I honestly have never been here but I work next door at Dunkin Donuts for two years. The ladies got together and bought me a gift card for Christmas although I have never used it. The girls in there are so sweet and I absolutely love them. I recommend this place solely because of the sweet ladies there.

Called to book a massage, and while giving my info the lady hung up on me. So I drove by on my lunch break, (I work two blocks away). I was greeted upon entering, but when I tried to make an appointment I was told I couldn't because I wasn't a member. So apparently this is a members only place.

The manager is rude and has no business experience to try to run a business we had a appointment at 11am when we got there she told us we did not when I questioned her about what happened she act like is was our fault and told us we had to leave I thought we were the customer not her boyfriend

The massage was lovely, but I had an appointment at 12. The therapist didn’t come get me until 12:06, massage started at 12:10ish and when I was getting dressed afterwards it was 12:50. 40 minutes is not the same as 60, and it’s not what I paid for. Very disappointed. :(

My mom and I traveled to TN from wyoming and chose this spa to treat ourselves. Not only are all of the staff professional but the two girls that did our massages were amazing! Thank you Samantha and Rachael for the relaxing hour! We definitely enjoyed it!

On Vacation from Detroit, had one of the absolute best massages with Quincy. It's a shame I don't live here in Nashville, but I highly recommend booking with Quincy for a massage if you do. The staff was also accomadating, and friendly.

I got a really good massage here. It was really firm pressure which is exactly what I like and he worked out a lot of my kinks and knots. I didn't however like the 15 mins spend for just getting ready which made it a 45 min massage.

I did not know just how much I needed this. It was a little weird at first having a guy massage me, but I got over that quick. He knew what he was doing and I felt a huge weight lifted off of me afterwards.

Girlfriend had the worst experience. Hurt her. Wouldn't change what she was doing. Kept looking at the time and not taking cues. "I've never wanted to stand up and yell at someone before. I'm in pain now."

I’m just here to visit family and decided to get a message, so my husband scheduled my appointment with Troy... OMG he was great! Just knew where the pain was and the pressure was just perfect!! …

Good massage place - the rooms are really nice, a lot of good quality. The massages...not so much. They're okay, but not great. If they're great, they move on from ME pretty quickly.

Daniel and Lakreisha did a fantastic job! Chantel at the front desk was super sweet & professional. Kristi forgot to add footscrub to my massage but that is ok we still enjoyed it !

Great place me and my fiance got a massage here and the staff was amazing michelle got us checked in quick and the massage therapists where amazing thank you troy and Daniel

Daniel is the absolute best! Stress from wedding planning had me all tense with constant head aches. The massage was AMAZING! I walked out feeling so much better!

Can't say enough bad things about the front office. Decent massage but the experience is so bad when dealing with this office it that it ruins the experience.

I had Troy as my massage therapist and he was great. Very friendly and outgoing always made sure that the pressure was right I would recommend seeing him!!

Schedule an appointment for a Sunday morning. It was very relaxing. Wait time was short. Staff friendly and helpful. A great way to start the new week

The massage are really good , but they fail on appointments and make us loose time and I'm so desapointed on that point mostly when I'm a membership

Massage therapists here are great. I think that the front desk staff aren’t as customer friendly as I prefer but I don’t go there to see them do I?

I do sports in my daily life. Going to massageenvy helps me to be at my optimum every time I have training or game. So thanks massageenvy!!!

At one time, this location was a fabulous place for a spa day. Recently, it has gone down hill... dirty, noisy, unprofessional

Of all the Massage Envy I have been to this one had the best sheets. The other ones I have been to have super rough sheets.

Excellent front desk service Excellent variety of massage therapist choices Excellent selection of estheticians services

Quincy was Fantastic! Best Massage I have Ever had!! Great Hands! I will be back!! I have recommended you many times!!

Would not recommend I am more sore now after the massage like I am in literal pain go any where else but here

We went for a couples massage, for our honeymoon. It was awesome, very professional and attentive.

Troy is a great masseuse. I decided to join and will be making this part of my self care plan.

My masseuse had the softest hands I have ever felt. I wish I could take him home.

Troy was amazing!! 10/10 recommend!! Great way to start our bachelorette trip!!

Covid makes the waiting area a bit uncomfortable, but the therapists are good.

My massage therapist is awesome, very personable, with great hands! …

Great staff. Very professional. My friend said the Esthetician was great.

Absolutely AWESOME... Would highly recommend Kim, great therapist...

Best scalp massage ever. Cathy was fantastic! Would recommend 100%.

I love Aubrey! He massages every bone and can get out any knot!!

Just be sure you have coins to pay for parking at the meters.

DO NOT GO HERE. So rude. Horrible customer service. Dirty.

Re ecka was awesome! She listened and went the extra mile.

Love the massage by Dan and facial by Olivia. Great space.

My spot for relaxation. Daniel has the softest hands ever

Great place for a massage! Very friendly service.

Everyone here is so helpful and wonderful

Love Kimberly but wonderful staff!

Great team of massage therapists.

Me and my date loved it and them

West End location is awesome.

One of the best locations.

It was a great experience

Proficient and efficient!

Excellent experience

Daniel was awesome!

Daniel is amazing

Live this place!

Could be better