Massage Envy - Ft Myers

I'm in from out of town and was happy to book a last minute appointment before leaving town. The staff at the front desk was very welcoming and friendly!
Although I had never been to this location before I was very lucky to have had a wonderful massage therapist! Shaeriff was amazing! I usually book 90min sessions but Shaeriff surpassed my expectations in a 60 minute session! She was very attentive to all my trouble areas. I've had 2 different memberships with Massage Envy the latest since 2017 and I would go as far as saying Shaeriff delivered the best massage I've ever had!!!
Although I'm from out of town and the Uber round trip is over $40, I will try to schedule another appointment with Shaeriff the next work trip I have to Fort Myers!

I went yesterday for my birthday booked one hour massage one hour Facial massage therapist did not show up so they canceled my appointment without notifying me. I scheduled off work for this appointment did my facial, which was OK nothing fantastic the therapist that did my facial just slopped the lotions all over my face. It was all in my hair and without telling me said she upgraded my facial to a $50 higher facial, which I never was asked or told about it until I checked out then my massage therapist showed up, but had already booked everybody in spots where I couldn't be seen till 230 came back at 2:30 was told. My appointment was at three I was left sitting for 40 minutes, my massage therapist just kept talking trying to pass the time so she didn't have to massage me for the full hour both of my appointments were cut short by 15 minutes. I shouldn't have tipped or even paid honestly worst experience ever never never will I go back there or recommend this place, the girl the front desk even argued with me that she made me a 3 o'clock appointment when it was actually 2:30!!!
Horrible horrible experience what a waste of time and money!!!!!

I had a 90 minute appointment today at 12:45pm with a new therapist. I get a call at 11:30am from Brittany trying to reschedule my appointment because the therapist wasn't feeling well. I completely respect the fact that the therapist and the business takes the health and welfare of the clients and therapists seriously. With that being said, I fell ill once before and had to reschedule a massage. I was charged half of the fee because I couldn't make it and this was my 2nd time having to reschedule. The first reschedule is free. So, when Brittany asked if she could help me out with rescheduling or something else, I inquired about getting half the cost of my session credited to me. Her response was "well we didn't charge you." This was not the first time that they have rescheduled me for something that happened on their end either. My issue is with the one-sided profitability. Why should I have to pay for half of a session when I'm sick and don't want to spread my illness but when the therapist is not feeling well, the business doesn't reimburse me??? I had three appointments today in 3 different cities...LaBelle, Ft Myers, and Lehigh. They could have offered a free facial, a free upgrade...something to show compassion. Offering to reschedule my appointment that I made and can reschedule on my own is not an offer! They definitely were not trying to give me gas money for wasting gas to go over there from LaBelle.‍

I had a great massage from Joanna. She is very professional and considerate. She used the perfect amount of pressure. The front desk was also very helpful.

I called the six mile Cypress location a couple of weeks ago to change my appointment. When I called I told an incredibly rude an abrupt woman that I wanted to change my appointment because I would be out of town. She said and I quote, "okay" and just hung up. She never asked me if I wanted to rebook. I had to call back and when I told this person that she hung up on me, she said, "well, what did you want?" I told her I would like to change to another date with the same massage therapist.

We then discussed the date and time and she even called me back because she said she made a mistake in the system and had to verify the date and time. It was set for today at 4:00PM. My husband will verify this conversation and it was important that this appointment be late in the day because we were booked solid earlier.

I went to work and when I left I see a voicemail telling me that since I did not make my 2:00PM appointment I was being charged for the appointment. When I called the location, I was angry and the woman who claimed she was the "front desk manager" did nothing but escalate the conversation. She could care less that she was about to lose a very good customer who has referred about 8 people there who will more than likely leave with me. All she cared about was - you were not here, you get charged and good-bye. I did not make the mistake. You did. The girl that made the initial appointment had no clue how to answer the phone nor did she know how to make an appointment.

The end result: You lost a good customer and you probably lost all of my referrals. The people at that front desk are so disorganized it is a joke and nine times out of ten, they will take the young people before they will take care of us seniors and that is the truth. It has happened to me and to some of my friends. Your "front desk manager" needs a class in CRM badly. One more thing. Clean your bathrooms. The place is starting to look real ugly. secondly, cancel my membership.

I have been seeing Katie's for facials for several months and she's wonderful. I'm a loyal client.

Let me start off by saying the massage therapists at this location are very good but the front desk has a problem! I've called quite a few times and keep speaking with someone who is I believe a newer employee. She is rude, cuts you short, and does not get information correct! This person needs to be replaced or you will lose more customers!

I would have left zero but that wasn't a choice, I asked her to give a little extra attention to my lower back and my feet. She rubbed one foot and massages my back for about 30 seconds and the whole massage was not good I didn't feel any better when I left. I left very greasy also not like lotion greasy but oil greasy.

The couple of massages I got there were fine, but the customer service has been awful.

After one of my massages they asked if I wanted to sign up for a membership. I usually find these memberships to be more of scam, so I made sure to ask if the membership would auto-renew (they said no) and if my massages expire (they said no).

Fast forward six months and I get a call asking for a new credit card to put on file. I said I did not want to auto-renew. The guy asked if I wanted him to cancel so they would stop charging me and I said yes. That was the end of the conversation.

Fast forward a few months after that, I go to use the massages that I was told would never expire and I learn that I couldn't use them because I had canceled my membership, therefore these massages "expired" unless I paid for a new membership. They did not tell me this when I signed up and they did not tell me this when I canceled. After speaking with the manager, he said he was going to contact someone above him and would call me the next day. He never did.

A month later I followed up with the supervisor who told me again that I could not use the massages I already paid for unless I signed up for a membership and that is just "how their system works."

At this point I've given these people $300 for massages that I never used, and I can't use them unless I pay $60 again each month.

Save yourself the money and the frustration and NEVER sign up for a membership with Massage Envy.

Very thorough consultation before the massage and right before! Meykel was my masseuse and did a great job for my first massage. All the receptionists were friendly and informational.