Massage Envy Spa

SEE CLASS ACTION LAWSUIT — FILED
Horrible horrible service.
We moved out of the area and could never utilize our massages at our new location down in Marin as they never had availability. It got to the point where we asked to have the membership put on hold until all of the massages were caught up. Then — once we asked to stop being charged, we were told we had to cancel. We had over 10+ massages PAID for and because they were all not used within 30 days, they said… too bad — you paid for them, but they are no longer valid.
This is why there is an ongoing CLASS ACTION LAWSUIT has been filed. Same reason.
STAY AWAY!

This place is horrible with communication. My boyfriend scheduled me a same day appointment, we had a family emergency and I wasn’t going to be able to make my appointment for later that day. I called in about 2 hours asking to Re-​schedule, they said that’s fine but we need to charge a cancellation fee since it’s less than 24 hours until the appointment. I let her know we had just called that same day to make this appointment so there is no way possible we could give that notice, I also pointed out that I was re-​scheduling. Now get this, about an hour after I had re-​scheduled for the following day they call back and say the girl that my appointment with is sick and needs to re-schedule…shouldn’t I be charging them for canceling my appointment with less than 24 hours notice?!? I asked to speak with a manager several times but never heard back. This is poor customer service, and we will not go until this situation is rectified.

I have been a member at Massage Envy Cotati practically since they opened. I am now five or six massages behind because I can’t get an appointment. The staff is nice, the facility clean and inviting. I call to schedule and I have five therapists I request. None are available for weeks. Over the years I saw one therapist exclusively. Rarely had trouble getting an appointment within a week. Now I have FIVE and can’t get an appointment for weeks. I have had two massages that were ridiculous. Practically a «petting.» I go for deep tissue massage as noted on my chart. They never give a refund if you aren’t satisfied. It was great when Louise was manager. Cancelling my membership. I’m sorry to do that. They are so conveniently located to me.

For both Cotati and Petaluma Message Envy…
I just cancelled my 5+ year membership with Message Envy (ME) for three reasons: One, they raised their monthly rate to $ 69.99, something they didn’t bother to notify current customers of. Second, it is harder and harder to make an appointment and I end up with a dozen or more credits that I give away (at additional cost) because I can’t keep up. I liked the ME «concept» but… Third, the turnover is so great that the good and familiar therapists are either booked too far out or no longer working there. The membership values were price, therapist consistency and quick appointments; none of those values are the same.
When I joined ME I could routinely make a same day or next day appointment when I really needed a massage, now that is rarely possible and they want you to make an appointment several days /​a week out. That’s fine if you just want to relax but for me, I get a massage because I am sore and an appointment next week does nothing for my immediate discomfort. Having gifted over a dozen credits within the last 12 months and having nearly another year of credits I can’t use conveniently, I’m done donating to ME. I will find a private therapist for ongoing consistency and overall better value vs. racking up costly credits I can’t use.
In terms of staff no complaints, overall they have been great. Unfortunately, once I got accustomed to a good therapist (I’ve had a few not so good) it seems they always move on and you start all over again. That became very frustrating too.

Come to Massage Envy Cotati for a facial. My facials with Allie are always amazing. Her hands are nurturing and healing and her product knowledge is deep and helpful. Thank you, Allie, for doing your magic on me. You are the best!

Alli has been amazing and has helped me improve my skin from congestion and dehydration! And Ernie and Dan are both awesome for massage they get in there and work out the kinks!

Dan gave a great massage and the customer service was great. I would definitely go back.

I came here with my husband for our first massages ever. Didn’t leave too happy. We felt like our couples massage was just some really good lotion placed all over our bodies.
After receiving a follow up survey I expressed myself and was contacted by management, Which is why I’m giving them 5 Stars!!!
Customer service goes a long way today and I thank them for that. On a side not the location is absolutely beautiful and so mellow. The receptionist was so nice and helpful.
Thank you for making me feel like I matter.

Lindsay for when I want to relax. Carrie when I need things worked out and Alison’s facials are heavenly

I have been a Massage Envy member at this location since it opened and have been nothing but disappointed the last year. The massage therapists are fine, when you can get in to see one. Appointments are booked out weeks in advance, especially if you need a weekend or evening. I have been cancelled on about three times in the last year. I was not called about my most recent cancellation and learned about it when I showed up. The receptionist offered to reschedule – 10 days later. I am beginning to contemplate whether there is a benefit to membership.

I have had facials at the top spas in Sonoma County and have paid 3 times as much as Massage Envy’s price. Ali is by far the best aestheticism by far. I have very sensitive skin and the products she uses are gentle.

This place blows! My husband are always on a «list» for massages. They are mediocre in quality and the rooms are always cold. My husband and I both have filled out the survey that you get in email stating how unsatisfactory service/​massage were. We signed up for the membership for health reasons and now can’t get out. Owners must not read the surveys or must not take them seriously. The front desk help is even more scripted than the factory timed 55 minute massages.

This review is for the Cotati location. I am disappointed to only be giving two stars, because I honestly used to LOVE going to Massage Envy. However, ever since I signed up for my second year long membership in June of 2013, I have had NOTHING but problems. The issues that I have experienced so far range from poor customer service, to getting shorted on already mediocre massages (they spend more time adjusting the sheets than actually massaging you), to having a therapist use plastic gloves while massaging my boyfriend (due to «allergies»…ummm, OK, but maybe tell the person in advance that they will be getting a weird latex glove massage). In short, I feel that the staff here simply don’t go out of their way to help you relax AT ALL. They cut corners and give lame apologies when they make mistakes. Once they have you locked into a membership contract, the customer service and overall experience just goes right out the window. The final straw for me was when I called to check in about an appointment, and was told it was never scheduled (which is odd considering that I have a confirmation card, hand written by the receptionist)…Thank goodness I called with a random question tonight, or else I would’ve shown up for an appointment next week that wasn’t even in their system (despite having it scheduled IN PERSON at the front desk)…I am tired of being called by a manager and being told, «I’m sorry» or that someone «made a mistake». I am currently spending $ 120/​mo for my mom and I to have a basic membership (plus upgrades, 90 Min session etc. which are more pricey) — that’s a slap in the face when you can get a better quality massage almost anywhere else for much cheaper. Massage Envy markets their membership plans as a way to make time for yourself and relax despite the hectic, stressful lives that we are all living. If I’m being completely honest, all this membership has done is ADDED to the chaos and stress in my life. My advice is to save yourself the money and go to one of the many other inexpensive and local therapists in this area!

My husband bought me a package of 3 massages. My Chiropractor reccomended that I see a massage therapist before our next visit to loosen up some muscles. I used the very first 2 on a facial and a massage which I was completely disappointed with… I almost didn’t go back and use the third. I went back last night and saw Gwen. She was fabulous. Gwen did exactly what I asked her do do, I didn’t feel like I got beat up. It was a very relaxing experience. I’ll definitely go back.

I’m a massage veteran. For years now, I seek out massages from friends, family, and massage therapists… young, old, new, and established. I’ve had amazing, horrible, and all in between. So you can imagine my surprise when I booked a massage at the local corporate franchise and… it was actually GREAT!!!
As a rule I usually try to support local massage therapist friends with their own practices. But with the holidays, they were all away with family and my poor neck was killing me… So I gave in. I expected a barrage of pressure to join their membership, and a newbie massuese who would barely make a difference on my pain. So thankful I was wrong!
The front desk girl, Jamie, was sweet, patient, answered all my questions, and didn’t pressure me. Though she did thoroughly explain the benefits. Overall she was a joy.
Better yet, Ernie, an older gentleman with impeccable manners and a history in Tai Chi and acupressure, was a fantastic masseuse. Together we charted out where my pain was and he gave me a one hour very focused massage. He eased my neck pain, found places I hadn’t realized were sore in my shoulder blades, and had a few really cool tricks to help my low back/​hips/​sciatic nerve. He had fluidity, strength, and intuition — which are my top three for a masseuse. He continually checked in to be sure all was as I liked, and at the end greeted me outside with water. I would imagine an ongoing massage relationship with him would only yield even better results.
I did not join the membership immediately after, but I just might go back and do so, having had such a great experience. Pretty cool.

Massages are a wonderful thing for the body especially for someone like me who has a high stressful desk job. I have chronic muscle pain and massage helps me deal with keeping the pain under control. Anyway, I have been a member with Massage Envy in Cotati on and off since they opened. It is close to my work so the the location is convenient. Its really hard to find a good massage therapist that will stay there. The good therapists seem to always leave after being there for a year or so. I have had some really good therapists and then they leave and I end up having to see someone else that is not so good. The prices are high and if your a member they take the monthly dues out of your bank account. Its hard to find a time with a good therapist if you work 40 hours a week. You usually have to wait and if your in pain it sucks. Anyway… I love how relaxing the place is and the customer service is always top notch! I kinda feel sorry for the girls up front because they are told to sell sell sell. You are also charged for an hour massage but u will NEVER get a full hour. Its usually 45 – 50 minutes. One time this MT talked most of my visit. She only massaged me for 20 min. She compalined about working for ME. She is no longer there. I would not doubt if she got fired.

I got a gift certificate for this place and decided since it was my first time there, I’d go for the gold and treat myself to a two hour massage session. I went online to schedule the appointment and specified the type of massage I wanted to receive. I chose reflexology, deep tissue and cranial sacral. I got a prompt call to schedule the appointment and found a time that worked for me. So far, so good.
When I arrived I was greeted by a polite girl behind the front desk who gave me a questionnaire and health information form. I filled them out and dropped them with her. While waiting in the lobby, there was a girl next to me who was meeting with her massage therapist for the first time, and he was asking her questions while looking at the form she had filled out. Some of the questions were personal health questions, and working in the medical field for the last decade, I know it’s a big no-​no to ask those questions out in the open… or maybe that’s only in a medical office or not part of their policy to offer more privacy when discussing reasons why you may be there for massage. Either way, I wasn’t all that comfortable announcing my personal health info to everyone there.
A few minutes after I handed in my completed forms, the receptionist came over to start the questioning process with me. She said she was asking these questions so she could take notes for my therapist, and then he’d review this info with me before the massage. Seems a tad redundant if you ask me… and even though there was no one in the lobby during my questioning, I didn’t enjoy talking about my personal stuff out in the open like that. Something you may want to consider changing, Massage Envy. A little more privacy would have been nice.
Once I was brought into the room by the therapist, Ernie, he reviewed what the receptionist had, and I said what I was hoping to get out of the session. I figured with two hours time, we’d be able to get to everything, or at least the areas I specified. I want to say that Ernie was a very nice, gentle man who made me feel comfortable. He did a lot of trigger point because he felt that’s what I needed, which was nice and helpful, but I wish there would have been a little more attention paid to what I had asked for. I got a very brief (maybe a minute long) foot massage. I have plantar faciitis in one foot, and had asked for some attention there and would have liked to have that area addressed a bit more. But, he did do great trigger point therapy, as well as deep tissue and worked on my back and neck because they needed the attention as well. Guess I just wondered what the point of asking for certain stuff to be done if the therapist works on the areas they feel need it most. Anyway, two hours flew by fast, and I ended my session feeling relaxed and ready to get home and continue that relaxed state I was in.
Upon reaching the front desk, I paid the girl, left a tip for the masseuse and she asked me how my massage experience was. I told her it was a nice, relaxing massage… and then came the sales pitch. I have been to chain spas like this before, so I knew to expect some kind of package they’d want me to buy, but I have to say, the last thing I wanted to deal with after a 2 hour massage was a sales pitch. I was super out of it and all I wanted to do was go home, but I had to stand there for several minutes while she explained the benefits of what a membership with Massage Envy would include. Kind of defeats the purpose of a relaxing massage to come out of the room and be somewhat bombarded by products, packages and membership stuff. I know some people must love to take advantage of the deal (s) offered and sign up right away, which is probably why they offer a discount on a membership if you sign up right then and there. I didn’t care to do that though, and would have preferred to simply pay and be on my way. I didn’t want to make a decision right then and there about becoming a member.
All in all, this place was very clean, quiet and the folks there were nice and professional, however, I’m not sure I’ll come back because there are many other places that will respect your privacy a bit more, and won’t try to convince you to sign up for a package after you’ve just had a massage that was paid for with a gift certificate. I’d suggest they take that into consideration. I’d also like to suggest making a private room for the receptionist to ask new clients questions, and maybe during that time, they can talk to you about packages and membership, rather than when you’re in a zombie state after your massage. Just a thought.

Ugh, where to start…
I can start by saying the services I received were always amazing and professional. But it ends there. I canceled my membership after a year because as much as I love relaxation, I’m on a budget and I had only made it in a handful of times, not even redeeming all of my massages. They continued to take my membership dues out of my account for 3 months so I called again and they said I should be fine. Next month, they did it again. So I cancelled my debit card. I continued to receive phone calls and e-​mails telling my I owed them payment and I explained again and again that I had cancelled my membership months ago. I hadn’t stepped foot in the place in a year at that point. This all started 2 years ago and I’m still getting mail, now from a lawyer about overdues. If you cancel a membership with them, get it in writing, because I’m still having to fight this.

Bummer! It’s in the fine print, so I guess it’s on me… But I had 6 unused 60 minute massages that they wouldn’t let me use because it had been 30 days since I cancelled my membership.
I’m out $ 354 that they won’t let me use. They said I didn’t pay for massages, I paid for a membership.
BUH-​MER!!!

I called and got a same day appointment without too much difficulty.
When I arrived, I spent 10 mins filling out a questionnaire and then was taken bake for my massage.
I can’t remember the lady’s name, but she was professional, and very helpful. She was able to relieve my stress from the aches in my body.
I think that the price was right, and the service was good.