2/9/2023 I contacted Massage Envy regarding my account. I was told I had 5 free massages on my account. I had an account for a year where I paid $85 monthly for services. On Monday, February 13, 2023, I went into the Massage Envy, BerryHill Road, Montgomery, AL. The Manager, Mella was on duty. I inquired about services on my account to which she also said I had 5 free massages remaining on my account. She explained my one-year contract had ended but I could still use the remaining services. I explained to her I was a disabled Veteran and the Department of Veterans Affairs had awarded me 12 free massage and I did not wish to continue to pay Massage Envy while I had 12 months of free massages. She explained she could reinstate my account and then I could Freeze the account until I was no longer receiving services from the VA. I asked her if they offered any gift cards because since I had so many free massages, I would give one to my husband for Valentines, one to my daughter for her birthday, and I would use one. I scheduled my service for Tuesday, February 21, 2023, at 6pm. After my massage the cashier was having trouble cashing me out. She explained she could see my 5 free massages, but the computer would not let her cash me out. She explained she need to contact Mella, the manager and she did. Mella advised her I could leave, and she would fix the computer and get me checked out. After I get home, I received a call at 7:51pm (2/21/23) from an unidentified number, 334-XXX-XXXX. I answered the call, and it was Mella from Massage Envy calling me. She explained there was a mistake and when I was told I had 5 free massages that was an error. She explained the way the computer is set up; at first glance it looks like 5 free massage but they have to click on another screen and it was actually 5 free enhancement service instead of massages. I then asked her so what did that mean at this point. She told me I needed to pay for the massage. I explained to her that was not fair to me. I was told by your staff and you the manager I had 5 free massages on my account and that was an error on Massage Envy and staff’s part. If I had known, I didn’t have the free massages I would NOT have scheduled one at this time nor would I have told my husband or my daughter they had a free massage. I also told her I felt this was an error on her/their part and not mine and I wanted to speak to your District Manager. She replied, she would contact her manager and call me back. I NEVER RECEIVED a return call. On February 22, 2023, I checked up my bank account to find a pending charge for $60 from Massage Envy. I called Mella on February 22, 2023, to inquiry about why I never received a return call and to check on the pending charge of $60. I DID NOT RECEIVE a return call. The next day, February 23, 2023, I blocked my number on my phone and called Mella again at 4:28pm, and she answered. She was very upset and said she was off work, and this was her personal phone number and I needed to call her when she was at work. I said to her, you called me from this number while you were off work and now, I can’t call this number that you called me from. She once again told me I would need to talk to her when she was at work and hung the phone up in my face. I attempted to call 2 more times to which she declined the call. I was out of town when I was trying to reach her, so I decided to wait until I returned home. On Thursday, March 2, 2023, at 2:27pm I drove to Massage Envy to discuss the situation. Prior to walking in the door, I turned my cell phone on video, so the entire encounter was recorded. Mella was on duty, and I told her I was Mrs. Walker regarding the charge I received on my card after I was told I had 5 free massages. She started speaking in a loud voice and said that she spoke with her manager and there was nothing that could be done. I told her I didn’t like the tone she was having with me, and it would be best if I spoke to someone else because she was talking to me very aggressively like I was a child. I asked for the managers name and number, and she said there was NO ONE else I could speak with. I told her regardless she would not speak to me like I was a child. Next, she went to another office to get her cell phone and she called the police and asked for a unit to come to the store. She stated, there was an irritate black female in the store and she wanted me to leave. She also started explaining to the operator what I was wearing. I said tell them I will be here when they arrive. I told her I will not leave until the police gets here and I want them to know you used my credit card without permission. She said you need to get out of my store. I told her sure I will leave and wait right outside the door. I exited the building, called the police for a 2nd unit, and wait on the sidewalk. The police arrived and she tells on officer I came in the store shouting, screaming, and cursing. I let the police know I was recording the entire encounter from the moment I walked in the door. I then started to play my recording for the police officer, and he could hear no screaming and shouting when I came in to talk with her. The officer explained it would be best just to not use the establishment again. I agreed! I told him she used my credit card without my permission. The office explained it was a Civil matter now that would probably have to be handled in court. I told him I wanted my credit card and information out of Massage Envy’s system, and I would NEVER utilize Massage Envy in the future. I believe if I had not recorded the conversation her motivate was to lie to the police and have me arrested. If I had been a White paying customer, I would not have been treated this way. I regret being a customer for over a year and this was the way I was treated over a mistake the staff made and not me the customer.

I go on a regular basis and always enjoy relaxing with Yvette. My husband had never had a massage so this was his first time. We really enjoyed the couples massage experience. I highly recommend if you are wanting to relax, stress relief or hurting. They will work the kinks out and make you feel better.

This location was near our overnight hotel between Raleigh NC and Orange Beach AL. We are members and had treatments available and noticed the closeness. Glad we did! This is a deceiving large shop with many treatment rooms. My wife and I had 90 minute sessions - great way to work out the kinks from 9 hour of driving. Location, Friendly staff and good facility made this a winning choice.

Jasmine at Massage Envy Eastchase is extremely rude and condescending. Jasmine interrupts you and if she does not know an answer, rather than apologizing, she becomes rude and is quick to let you know she did not make the error. I made an appointment after my last massage 3 weeks ago, which is my normal appointment time with my regular massage therapist. They give you a reminder call as a courtesy, so when I was at work and received a call that I could not answer, I believed it was this courtesy call since it was within the timeframe of my scheduled appointment, and I deleted the call. Evidently they called the next day and sent me a email stating that my appointment was changed from my usual morning time to an afternoon appointment. I was working out of town in an area that causes my phone ( which is my only means of communication, including email) to lose service. I did not get the message or email until Sunday night and they were closed when I retuned the call. I called Monday morning and Jasmine answered the phone. I explained my situation and asked why the appointment was changed and added that I already have another appointment at that same time. Jasmine said that she didn't know why it was changed and asked what time I could come in. There was nothing available in the morning at the time I requested and Jasmine failed to offer alternative available times times. After saying that I made the appointment 3 weeks in advance, Jasmine immediately interrupted me and let me know that she was not the one who changed my appointment and offered the explanation that maybe my massage therapist would be out that day. When I asked Jasmine not to interrupt me and asked again, more as a rhetorical question, why would my appointment be changed not only to a different time but to a different therapist altogether, Jasmine in a bitter voice said that I was being rude and told me she was not the one that did it. I then let Jasmine know that her customer service skills could use some help and that she should not interrupt or be rude because I am the customer. I also mentioned that this business has had a problem getting good customer service people up front. Jasmine rudely told me that she was new. I asked to speak with her manager and she said that her manager was not there and told me to have a nice day in an obvious phony sweet voice. When I asked for the managers name and when he/she would be in, again, in a forced sweet voice she said to have a nice day and hung up on me. I patronize this location repeatedly NOT for the front desk customer service, but for the massage service as a medical necessity and the membership program they offer. There has been so much turn over at the front desk, which is the face of the business and the position that gives any new customers the first impression of the establishment. There really is very little quality alternative businesses to choose from in Montgomery. More time needs to be invested by the owners when it comes to training their front desk employees. Due to my job in the medical field, I am always asked to recommend a place to get a massage. I will stop recommending Massage Envy Eastchase because of their lack of quality front end customer service. Jasmine may want to rethink her attitude and choose to be pleasant when dealing with customers since she occupies a customer service position.