Massage Envy - Burlington

My Email correspondence below prior to moving my membership to Billerica. As you can see, the owner is responsive to reviews and I have yet to hear back. It says everything. BEWARE!!!!! Robyn, Thank you for your call. It was so unfortunate that you were unable to resolve this matter because as you stated you have over “2000 members and there is nothing that you can do for me.” At the end of the day, it was exactly what I believed, I am just a number and the lack of customer service being unable to navigate between policy, miscommunication, and satisfying a customer has been noted. After sending the email below, I was shocked that you stated “What would you like me to resolve?” That’s a pretty arrogant and bold statement considering you clearly understood the customer expectation. Fighting with customers who have indicated that they would like to stay if this is resolved, keeping the customer for the next 10 years is quality customer service but the lack of service and basic reasoning tells me everything. I have no option but to cancel at this location. Again, this experience and level of service are opposite of all my previous ME experiences. The way i was treated, like a number is a reflection of the level of service that was provided first by Jen, and then ultimately you. I will be sure to post my review online about this and will copy this email correspondence. I will also be submitting my cancellation this week. Have a great week. � Thank you, Eddy Sent from my iPhone, Please Excuse all Typos and unintended autocorrects On Feb 23, 2018, at 12:49 PM, Ed Sol eddysolon wrote: Robyn, I am emailing today because I am at a point where I am considering cancelling my Massage Envy Account. I have been a dedicated customer to Massage Envy in Florida and recently in Boston area and however, the level of customer service at Burlington, in my experience has been very very very marginal. Considering my experience with this company has always been phenomenal. The past several times at my appointments, there were no mints or accommodations really made. I made a joke out of it twice to kind of hint that customers expect to have a certain experience at massage envy and that’s why they are dedicated to the brand, and mints were a part of that experience, no matter how small it appears. Secondly, in my experience, there aren’t big huge smiles at this location. I have entered several times, and a couple times the person behind the desk were engaged with another employee for a minute or two prior to giving any salutations, and lastly there is a subtle rudeness with the people at this location, there is no focus on providing quality customer service excellently.... just people doing their jobs. Mind you, i have gone to many locations and consistently overall you guys keep up the experience, but not so much here. In fact, i have never missed an appointment solely because I always received a reminder phone call the day before an appointment since simply sometimes ahead, yes it’s a courtesy, but some of your clients actually need that courtesy. I had an appointment today and did not receive a call yesterday and i believed my appt was next week. I called and ask what happen and Jen advised me it’s a courtesy, there is nothing that she can do, its only a courtesy call, and the fee is policy and in the contract. To be honest, to be spoken in such a manner with absolutely no customer service to try to resolve the matter, i couldn’t believe it so i asked her to send me the cancellation because I was literally at the end of my rope with the lack of service i was receiving at this specific location and without hesitation, or consideration for customer retention, she sent it. I said all that to say this, your response to this matter will really help me make the right next move. Do i enjoy my massages at ME, yes, are the therapist great, yes, is this location the best for customer service, not yet, at least my experience if that matters anymore. Hope to hear from you soon.... Eddy
1 7 years ago (28-04-2018)

The services at the facility are fine, the customer service by the Burlington, MA location are horrible. To be threaten and hung up are unacceptable practices. There are too many other quality massage businesses for the public to have to put up with this type of service. If I could have given a negative score, I would have.
1 7 years ago (16-03-2018)

Massage envy in burlington mass. Case of discrimination.... I have filed a complaint against them with the BB.I am also going to the news and newspaper.. This needs to Stop.. They took my money for over 1 year. I want all my money back.. You cannot use discrimination against a handicap person... I am handicap person in a wheel chair. I. Have a membership with them for over 1 year. They never refused me at first. But last Friday March 9.. 2018 I got a call from them that I no longer could come for massages. Why due to my Handicap. This is called Discrimination!!!! They said it was because they could not or would not help me. With anything. Meaning help me wth my shoes or getting up on the table. First I can do a lot for someone who is handicap. I dress and undress myself. I was told that this the Law.. I have looked into this so called law. I have not found one!!! May be they need to look into their cases of sexual misconduct in many of their branches. This unacepptable . I am letting everyone know DONT GO TO MASSAGE ENVY. THEY SEE TO HAVE MANY ISSUES WITH DISCRIMATION AGANIST HANDICAP PEOPLE. NOTHING IN THEIR PAPER WORK STATES ANY OF THIS. I AM GOING SUE THEM FOR DISCRIMNATION. JESS
1 7 years ago (12-03-2018)

Zero customer service. Was told that there was no membership under my name although they’ve been charging me monthly. No customer service at all. Online booking requests were never followed up on. Unable to book appointments in a timely manner although the last time I was there a high school classmate of the receptionist made a save day appointment. All of this followed by being told I am not allowed to cancel my membership. Not once did this location apologize for their vast array of errors. Maybe you should pat your front desk staff more and you’d be able to employ someone slightly customer service oriented.
1 7 years ago (09-11-2017)

Skin care professionals very good here.
5 7 years ago (14-05-2018)