Massage Envy – Highlands Ranch

I had a terrible experience there this evening. I have been receiving massage and bodywork for many years. This was hands down the worst experience I have ever had. I had been looking forward to my 90 min massage all day, as I received a gift card. I left in the worst mood! I will never go back. I wish I could give a zero star. So disappointed.

**Scammers** Avoid at all costs, do not join this massage envy!!! I went in for a massage in November and requested to cancel my membership in person after I had accumulated 3 unused massages. I also sent in an email since they requested it in writing. The representative I spoke to said verbally they received it, but they never canceled my membership. I had to cancel my credit card to get them to stop billing me. They then kept calling me because, ‘my account was overdue” They wanted me to pay them $ 180 for the last 3 months since they screwed up and did not adhere to my cancelation request. Now I just got a notice that they sent me to collection. I have had an 850 credit score until those as swipes got a hold of me. I will never use a Massage Envy again, it’s not worth the STRESS.***AVOID/AVOID*** ABSOLUTLY HORRIBLE CUSTOMER RELATIONS.

HORRIBLE! I wish I would have read the reviews before going there! I’ll start with the good… the massage therapist I had, Lilly, was wonderful. Aside from that, every aspect of the business components of this location are terrible! First, they convinced me to sign up for their monthly program. I was hesitant because I did not want to commit… the lady at the desk told me I could cancel anytime with 30 days notice. After finding out I had to cancel in person (annoying) I finally went to cancel only to be told I had to wait a year! Are you kidding me! I was furious. The front desk lady shrugged it off as I’m guessing they lie on a regular basis and are use to people being mad. When I told my friend (who had also signed up) she was furious as well since she was never told about this year commitment either. They massage therapists are consistently late (they come out at least 5+ minutes late) and they end about 10 minutes early… EVERY TIME! Getting appointments is such a hassle that I started accumulating massages. I finally paid extra to transfer one to my mom when she visited at Christmas (we booked a month in advance) and they called me at 7:30 the night before to cancel my appointment. The therapist was sick and wouldn’t be in. I asked if they had a back-​up and they said no, I would have to reschedule for next week. I asked if I could have my money back for the extra I paid to let my mom use one of my massages and of course the answer was NO! The next time I went in, we were about 25 minutes into my massage and the light started flickering. It was the most annoying thing and it did it the rest of my massage. When I commented on this, the front desk ladies simply said, «Oh ya, that would be really annoying.» Absolutely no customer service… obviously this is a top down issue as it seems to be every front desk person I dealt with. I started going to the Castle Rock location and it has be amazing although I guess my standards are pretty low after dealing with this Highlands Ranch circus for so long!

The team and staff are helpful and courteous. I loved my massage and facial. Felt pampered and special. I’ll be back. I enrolled in a membership. Go ME!

I would give this place zero stars if it was allowed. I was supposed to receive a 90 min massage but when I arrived I was notified that my therapist was running behind but was assured I would receive the full 90 mins. I was taken back 15 – 20 mins late, however, the massage ended at the original end time! The front desk staff even made a comment how short it was but still charged me for the 90 mins.
During my massage, my therapist was very distracted the whole time. I could hear her phone buzzing in her apron and then I could hear her fingers typing on the screen. She was on her phone while I was supposed to be getting a massage as well as being near naked!!! Unacceptable! ²⁄₃ of my massage was give with one hand and barely moving at that!
I called a couple of days later, after I had calmed down a bit, and spoke to a manager. All I received was an «I’m sorry. I’m sure that was not the case». I told her I wanted to cancel my membership immediately (even though I have 8 unused massages). I was told that I would not be able to do so but that I had to fill out the cancellation paperwork and pay the next month. Well now I can’t find the cancellation paperwork anywhere on the website. I have used the «contact us» link on the website requesting that paperwork. I haven’t heard anything back. I have been trying to call to speak with someone about where or how to get this paperwork but it’s going to voicemail! I thought this was a business with a business phone to be answered during business hours!
DO NOT, I REPEAT, DO NOT SIGN UP FOR THE MEMBERSHIP! And beware of getting a massage at this place!
10÷28÷15
I still can not get through to talk with anyone at this location. Goes straight to voicemail during business hours.

This place is awful. I went in 3 times to PUT IN WRITING I was cancelling my membership. They «lost» the papers the first two times and now after a year started charging my card again and said I never cancelled. I have called multiple times and they haven’t resolved it. I will be suing them for fraud. I have done all the paperwork 3 times and told them NOT to charge my card anymore. They just did again. Don’t ever go here! They have no clue how to run a business and don’t care about their clients.

I really wish Unilocal would allow a ZERO star review because this place deserves it, absolutely.
Avoid this location like the plague! I went onto my membership web page and realized that the massage I wrote my previous review about, they flipping actually charged my wellness account for the hour massage I NEVER received. REALLY?!
And the owner, Larry Reiff (President) on Unilocal had contacted me through Unilocal and gave me a gmail email address to send an email to, to address my concerns stating that someone would be back to me soon. NEVER hear dittle from anyone in over 3 weeks. That is NOT what I would call customer service.
DO NOT GO TO THIS MASSAGE ENVY, YOU HAVE BEEN WARNED.

This clinic was the first in the Denver area. How much it has gone downhill since opening is beyond belief. I was a member and went to over 10 different spas when traveling. I loved the idea that I could always book a massage when traveling. However, I recently needed to suspend my account. A VERY RUDE assistant manager, with absolutely ZERO percent of customer service or manners called me to demand that I have my credit card reactivated because my time was up. After trying to reason with her… and her RUDE demeanor (how she ever made it to assistant manager is beyond me…) I threw in the towel and left two prepaids and a gift card amount on the table. With all the competition in town now, and several new, nicer, more professional spas, they need to beware. Losing customers? Look to your horribly angry and rude staff.

One of the best massage envys in the area. The front desk staff is fairly good and friendly. All of the massages I’ve reviewed here were good.

After being told by my physician to NOT receive any more massages from Massage Envy, I put my membership on hold until a medical release form could be provided indicating it was safe for me to begin receiving massage therapy once again. When I did not get that notification from a physician, Massage Envy began charging my credit card again. When I told them that I had not received medical clearance and asked what to do about the outstanding «credits», Sarah told me that I could come in and use the massages even after I discontinued my membership. REALLY… that makes sense? I am instructed by an MD not to receive massage therapy and Sarah states I should just come on in and use them up. I have asked for my money back but doubt that is going to happen without legal involvement. Be careful everyone… some times a «good deal» isn’t that good after all!

They have a habit of taking you in late and not making up the time. They won’t cancel my membership. They are thieves avoid at all cost!!!

I was contacted again yesterday stating I am over 3 months past due. Even though I canceled in early December. Please, stop calling and harassing me.

My first experience here was so bad. I was booked for a 90 min massage and after sitting waiting for about 15 minutes for my masseuse, the manager told me there was a scheduling snafu. My massage was scheduled to start at 5PM but my masseuse wasn’t scheduled to come in until 5:30PM. The manager did credit me my 30 mins back and added an additional 30 mins to my member account for a future appointment.
Once I got back to the room the masseuse was unprepared and left the room a few times to get supplies. Once the massage started I could tell she had no technique. At one point she was tickling me. Very awkward. Super nice lady but that was about all she had going for her. She ended the massage about 10 mins early too which was a bit annoying since she had started late. But I didn’t complain because I was actually ready for the experience to be over.
Since I have a membership I asked the front desk to please make sure I wasn’t scheduled again with this masseuse and they said no problem.
The people working the front desk here are very nice and friendly, as was the manager. I will return here because it’s the closest location for me and I have a membership. Hoping the experience is better in the future.

BUYER BEWARE! Whatever you do, DO NOT sign up for a monthly plan. I signed up over a year ago and canceled when the contract was up and have continued to be billed. My husband and I both brought this to the attention of the General Manager, who insisted that I be patient while waiting for my money to be returned to my credit card. Well… it’s been over a month, I’ve personally made 3 stops into the location to reconcile this and it is STILL not resolved. I’ve contacted my credit card company multiple times to check for pending credits to my account, and NOTHING.
I cannot discourage you enough… don’t waste your money here… it’s the most dysfunctional business/​operations I’ve ever seen.

I have still been waiting on management to talk to me or call me back about my complaint last week. I call the front desk and the girls do not pass the messages on or do not care too, or the manager does not care.
The massage I had was my first one with envy and I will NEVER go back. I walked in to fill out personal paperwork to have a receptionist come up to me and go over all my answers in the waiting room next to other clients. The client next to me could have given my massage because of how much information she spoke out loud.
Next, my massage therapist talked the entire time, but about herself and tips. She talked about 20% tips and how people do not tip that, well I understand how frustrating that is because I am a server, but I do not walk up to my tables and ask for 20%. I felt obligated to tip 20% on a horrible massage that I didn’t even want to pay for. What a waste of my money and time! I called and did a review about how horrible my massage was, the manager finally got back to me after I called back 4 hours later asking if she was ever going to give me a call? Well, she listened to me and was very nice except for still not calling me back.
She said I could receive a free massage sine I had such an awful experience, I called to talk to her and she was busy, I understand, but she never called back that night, or the next, or the next day?
I am not calling back because the girls said SHE WOULD. I feel like they treated me like a child, when in fact I paid for this massage myself, and they do not care. They do not care if you come back or not. Because if they did, I would have received a call from management that day.
WASTE OF MY MONEY.
WASTE OF MY TIME.
AND WASTE OF MY ENERGY.
I could have rubbed my back myself and found more relief.
The receptionists and my therapist made my experience awful. Personal information being shared out loud before and after you leave and you get a massage therapist that talks the whole massage and does not change pressure when asked to.
I recommend ELEMENTS and I used to work there. I do not anymore but I guarantee BETTER customer service all the way around.
SKIP MASSAGE ENVY, they suck!

MFers never booked the appointment I made within 42 minutes of the scheduled time. Their reason: Since I was not a member they said I couldn’t hold it. I don’t understand how they expect people to sign up if they can’t get a massage in the first place. Never never coming back. I became a member at Elements Therapeutic Massage.

Massage Envy’s are very hit or miss. Sometimes you get lucky and get a great massage therapist, but the majority of the time you get an «OK» or really poor therapist. I am not sure how they hire the help, but I would think the franchise owner would require a test massage before hiring someone. Obviously they don’t do that.
I also notice that when you do get a great therapist, they do not last very long. They are usually off to much greener pastures after a couple months of very meager pay at these places.
I will admit, massage envy’s are great in a pinch and great when you travel out of town. They have them in just about every state and your membership works every where. I have been to them in LA, SanFran, NY/​NJ, and Atlanta without any problems.
The facilities themselves are always very clean and relaxing. The front desk help can be a bit of a pain if you don’t have a membership. They are obviously trained and required to do what ever they can to get you to sign up for a membership. They also want you to «pre-​pay» or «check-​out» before you even get your massage? I tip my therapist based on the massage I get. Why would I check out and tip before I even get the massage? Maybe because they know not all the therapists should be therapists.
My advice is if you find a really good therapist at one of these places, get a name and if possible a business card with a personal number. This way, when the therapists leaves to go on their own, or to a new private business, you can still get an appointment with them.

Massage Envy doesn’t deserve any stars! They are a deceitful, lying company. I paid for 6 months of massages. We were told you can accrue massages and use them at any time in the future. I decided to cancel after the initial 6 months; however I still had three paid massages left. They said that’s fine & I could still use my massages at any time. Well low and behold, when you cancel the membership, you cancel any left over massages you PAID for! ROBBERY & RAPE! CUSTOMER BEWARE!

I don’t get massages regularly. I go about once a year for a full body massage. It’s a special occasion kind of thing. This year it was for my birthday.
I’m a bargain hunter, so I did some research on rates. Massage Envy’s introductory rate of $ 39 seemed reasonable. They are just down the street from me, so it was also convenient.
I filled out the questionnaire. It asked what type of pressure I’d like. I picked firm, which was in the middle of 3 choices. So, I was a little shocked when she started to work on one spot on my back over and over. It was pretty painful, but I figured no pain no gain. In the past I had been asked what I was looking for before things got started. She really didn’t ask much. I didn’t think to mention anything because past massages have been relaxing and gentle, and I had included lots of information on the paperwork. I guess I should have said something. I was feeling a little intimidated by the entire facility. The people working seemed a little cold and the waiting room wasn’t relaxing or anything special.
After I was done they tried to get me to buy a membership. I declined because it doesn’t make sense to me that they charge $ 10 more for your 1^st massage every month. I guess they consider the $ 10 their monthly membership fee. It just didn’t seem reasonable to me.
I wasn’t impressed. It wasn’t the greatest massage. I suppose I got what I paid for. And I agree with Karli F., they put suggestions for tips everywhere. It makes me wonder how little they actually pay the masseurs. I feel like it’s worth it to pay more and go to someone who’s working in a salon or a spa. Maybe someone who’s driven by returning customers would provide better service. Skip Massage Envy unless you like «fast food» massages.

I’m annoyed at Massage Envy. I joined to get massages at a decent rate. I got so much more.
I get a call from them once a week telling me that I have pre-​paid massages that I haven’t used yet. Well, no kidding. I see that they take $ 49 out of my checking account every month so I keep track of these things. The call is just annoying.
I get the option of canceling my membership, but I must use all my pre-​paids within 30 days. Ok, so I know this is standard, but annoying.
I get massage therapists who aren’t paid well by the organization, so they don’t seem to love their jobs even though I tip well.
I get a glaring notice on the front desk about what the standard tip amount should be. Making me feel guilty or foolish if I give more or less. Annoying.
I’m trying really hard to use up all of my pre-​paids so that I can cancel my membership. I just don’t want to lose them if I’ve already paid for them.