I got a massage here earlier last month. I'm not going to lie, based on other yelp reviews I wasn't expecting much. But as soon I walked in the door I was pleasantly surprised. The receptionist was very accommodating, offering me a beverage and a neck pillow as soon as I sat down. Once I was finished with the paperwork, I was immediately taken back for my appointment. The massage was with Luz, I believe, and she did a great job. She applied the right amount of pressure and I walked out of there feeling like a new person! I couldn't hear anything from the room once the masseuse shut the door, which was another concern of mine since I've gone to another massage place and could hear everything in the lobby. But not at this location, it was perfect. My massage ended as they were locking up for the night, but the receptionists didn't rush me out the door. They took their time checking me out, and were very pleasant. It was a great experience overall, and I can't wait to go back for my facial this month! read more

I had a horrible experience with the customer service at this location, especially with the person who is supposed to be the main representative of the business, the supervisor. My husband booked an appointment for me to receive a facial using one of the services from his membership. When I arrived, I was told that they could not see me because a service can only be transferred to a spouse once every six months. However, when my husband purchased the membership, we were specifically told that if he did not use his services, he could transfer them to me. Now we are being told something completely different and that we will continue to be charged for services even if they go unused. I understand that businesses have policies, and the policy itself is not even my biggest issue. If the information we were originally given was incorrect, that could have been explained professionally and respectfully. What was completely unacceptable was the supervisor's rude, dismissive, and extremely unprofessional attitude. Instead of trying to understand the situation or find a reasonable solution for a paying customer who was given conflicting information, her demeanor made an already frustrating situation significantly worse. I think it is important to remember that this is a spa--a place where people are supposed to come to relax and escape stress, not a place where customers should leave feeling disrespected and mistreated. As a business professional myself, I understand how important customer service is, especially when someone is placed in a supervisory position and serves as the face of a business. Someone with this type of attitude and demeanor should not be the front-facing representative of any establishment that depends on customer service and long-term memberships. Unfortunately, after this experience, I now understand why this location has such a low rating. A good service or facility cannot compensate for poor treatment of customers. Most importantly, this location has lost a customer--not because of the policy, but because of the way the situation was handled and the way I was treated. Policies can be explained, misunderstandings can be corrected, and solutions can often be found. But there is absolutely no excuse for treating a paying customer with disrespect. Management should seriously reconsider how customer concerns are handled and, most importantly, who they choose to represent their business. read more

My first experience at Massage Envy Kendall was frustrating. I booked one facial but was encouraged to switch treatments without being told it would cost more. No pricing was disclosed beforehand, and I ended up being charged $70 extra at checkout. The issue wasn't the service -- it was the lack of transparency. First-time clients should never be surprised by hidden upgrade charges. Management offered no meaningful resolution. I would recommend confirming prices upfront before agreeing to any "recommended" treatments here. read more

I had been to Massage Envy in the past and it had been a few years since I've been back. What I love about the franchise is that you can expect a level of professionalism during the entire process. From the moment I called through the entire process I was treated kindly. Ariadna was absolutely incredible welcoming and explaining the entire process. She had such a wonderful personality and was very enthusiastic about her job. I was set up with Eric, my masseur, who was absolutely fantastic! What a professional and I felt so comfortable and was able to relax. Eric is really good at his job and knows exactly what he's doing. I didn't realize how many knots I had in my back. I highly recommend his services. I only went for one massage and came out with a membership. I'm excited to come back. I walked out of there feeling like I was in the clouds. read more

Massage Envy - Massage Near Me - Miami, Florida

I just wanted to move my appointment down. I was running a little late from traffic and they wanted to charge me for it and if I canceled they still wanted to charge me for it. I ended up having to pay $80 to not even get a massage and my friend lost her session. Never seen this happen at any other Massage Envy location. I do not recommend going here. I should've saw the reviews first because now it makes sense. read more

I have had good ex with some people, but unfortunately these last two times were horrible and now my face is severely damaged, it is ter and heart breaking to pay for a service and have your skin ruined. I had a microdermabrasion with high frequency and the estetichian did the facial without steam left marks with extractions, kept tapping the microderm wand up and down tapping on my skin, pulling it verses gliding upwards, and than put a cloth and passed the high frequency wand for a long time. I did mention about the steam and she said that's how they do it, but I w been there before and that's not how they do it, they use steam, and I tried to be understanding to a professional, but when I left I saw my skin texture was very different, my inner checks under the eyes are swollen, pore super enlarged, they were not like that at all, and you can see a rash like texture around the cheeks, forehead, chin, and to top right by temple. I did not have this ever before and it is devastating, I spent money to go to dermatologist and it is going to take a lot of time if even possible to recover. I called and let the location know and it felt like no one cared at all. The person who did my facial I was no happens to no longer work there, but that doesn't solve the damage done. I never complain online and always feel for the service industry, but this was terrible. read more

I called in same day and got answered by the receptionist/sales person Sophia, I can tell she was new but she was super sweet on her demeanor (very professional). They were able to book me for a 90 minute massage with some pain management treatment. When I went in they explain everything that is going to happen and it feels nice to talk to someone prior to going in about what is needed. I was booked with Jannet and let me tell you she took care of my knots, I've done these massages before and generally they do come with some discomfort but Jannet made sure my pressure was good and worked really hard on my back and neck. When I got out she gave me some water and I walked into the lobby where Sophia asked me how it was and if o was interested in hearing promotions (which is a touch to be asked). I ended up adding massages to my yearly maintenance and I really hope the good service continues. read more

I don't know if the main offices don't read reviews and complaints about the staff at this location (Kendall). The customer service is awful, disgusting, completely unprofessional. Nothing is being given out for free JEZEBEL, JESS, JEZ, JESSICA, OR WHATEVER YOUR NAME IS. what is the part that this lowly wage earning employee doesn't understand. She treats the customer as if the business belongs to her and she is gifting the services for free. We need her supervisor over her to contact us ASAP 13660 SW 88th St read more

I wish I remember the name of the employee who helped me. I was so focused on how rude she was I couldn't even think to remember her name. Super rude. Super condescending. If she is a representation of how that business is run, or at least this Kendall location, Massage Envy is going downhill fast. read more

Horrible experience (again) shame on me for thinking their customer service would improve. 30min prior to appointment they call to cancel(3rd time this has happened at this location) No Manager available to address. You plan your day around traffic to arrive 10 min before and they cancel without any compensation for clients time. Never again read more

I see why this place has a 2 star review. I have tried cancelling my subscription for 6 months now and they keep saying "the manager is not in", FOR SIX MONTHS? Now they are auto renewing when I have a dr note that says I cannot get massages due to a herniated disc. This place is FRAUDULENT! DO NOT GO HERE OR THEY WILL CHARGE YOU EVERY MONTH UNTIL ETERNITY APPARENTLY. Wish I could give them NO STARS. Next time we will be visiting is with a lawyer because they will not get a manager to call me back. read more

I was given a gift card for $65. it was supposed to cover the entire session. I then was cancelled on when they rudely sighed and told me that the massage therapist was sick. three people were sent in first, and I don't know why they would not offer a free massage. two weeks later, I called again. they stated that I would be charged $70 despite having already paid the full fee. I then confirmed an appointment and was greeted with an exhausted rudeness stating that I had a medical condition. they still charged $70. they were rude, unwelcoming, and stress consuming. be aware of this. they are scammers looking for a quick buck. and I should have been at least treated with respect. I will be calling their corporate office today. DONT GO! read more

Elaine is the best therapist, she knows what you need before you tell her. I have be with a lot of pain and she has been able to make it better. I highly recommend her! She is the best! read more

To put it lightly the administrative staff at this location sucks. Its a shame because they have good massage staff but the staff behind the desk completely ruins the experience. They have never been helpful when things go wrong. They are rude, talk over you and hang up on you. Customer service simply does not exist here. I have had a great experience at other locations and I am moving my membership there. read more

I have been going to this place for years. Recently it has taken such a nose dive that I have to post a review! The lack of customer service from one of the so called managers Angie, has prompted me to go elsewhere. I do not recommend this place at all! There best people left and started to see why. Beyond disappointed!!!! read more

My fiancé and I went to ME for a couple's massage. Our therapist Pablo and David are friendly, courteous, and professional. They concentrated on the areas we considered were the most tense. We are very happy with the service we have received. Congratulations to ME staff. read more

This is not a review regarding the services and massage therapists. I actually enjoyed the couple of massages I had at this location. What I'm warning against is signing up for their membership which has strict guidelines. The membership seemed worthwhile given the pre Covid world. However, once Covid became a reality I decided I no longer wanted their services and requested a cancelation. They refused the 1st time and offered a temporary freeze instead. I assume they figured after 6 months I would be comfortable going back for massages, etc. The 6 months was up and they automatically charged me for the membership. When I called yesterday they again refused to cancel my membership citing that it's basically against their contract or policy. Which, in a perfect Pre Covid world, I totally understand. But given the current situation and the world we live in, just because others may feel comfortable with getting massages, doesn't mean everyone is ok with it. And again, no judgment here. It's my own personal preference. They basically told me there is nothing, absolutely nothing they could do and will continue to charge me the full 12 payments they require for membership. I understand businesses must move on but what ever happened to compassion and understanding. I seriously doubt that their business will go under by canceling my membership. I'm not deterring anyone from getting massages at any of their locations,or anything like that but please be careful when being approached almost immediately upon arrival, about this awesome "so called" membership. I even remember Gym memberships being so strict. But I was able to cancel that as well without any hastles or restrictions. read more

Had not been in for a while and made an appointment! I was offered to come in with a free enhancement! Well that was a plus! I was booked with Jose. I wanted a 90 min session but none were available. I wanted a deep tissue massage. I must say Jose techniques were amazing. He delivered a great deep tissue massage yet it was soothing. He asked several times how the pressure was always making sure I was comfortable. After a massage, it is recommended that you drink plenty of water. Jose had my first cup ready for me. He also made recommendations for my next Left extremely relaxed and happy. I do recommend Jose from Isla Canarias, Spain. Will book a massage with him when he returns from vacation. read more

Massage Envy - Massage Near Me - Miami, Florida

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If I could give this branch a negative star review I would. Staff are always leaving without any heads up. The front desk staff can never get their facts straight. When you go in, one person says one thing and then another person tells you something completely different. The one thing I would say is that the massage and facials that I got were good. While you cannot control staff members leaving, the fact that so many staff constantly quits shows that management is all over the place. read more

I asked for an aromatherapy add on, as I always ask for the same smell, therefor I'm familiar with the smell. when I was paying I told them they forgot to use it, they told me no they did use it, so I got charged. I know the smell as I have been asking for it for over the years. No way they used it , and the manager attitude was very unpleasant. Last time i asked for a 90 minutes massage, got a 70 minutes instead. I mentioned it at the reception they didn't do anything about it. Good massage, but very bad customer service. I have been a member for years, but now I had enough. I will cancel my membership because of this. read more

This franchise location of Massage Envy is HORRIBLE. The managers name is JEZEBEL, PERFECT NAME FOR A TERRIBLE PERSON. I DONT RECOMMEND this location. IM ENDING my MEMBERSHIP today. I refuse to continue supporting Massage Envy as a whole. The customer service is AWFUL. The only reason why I kept my membership for 5 years is because of the esthetician that was doing my facials at the cutler bay location. All locations are not connected. I warn the new customers to avoid this location. Do not start your membership at this location 88th st. TERRIBLE CUSTOMER SERVICE THAT LEADS TO A DEAD END. THERE IS NO WAY TO CONTACT THE OWNER. read more

I had the worst experience. Waste of time and money. Asked for a medium massage the therapist literally spent an hour applying lotion. Second bad experience at this location. First time a few years ago had a peal (facial) that sent me to the emergency room. Manager never called to follow up on how I was doing. Because they are close by, I thought of trying them again. Manager did call after two days, apologized and did not offer any type of credit. Not one to complaint and just mentioned because at this point feeling I should advise of their overall quality of service. Very different experience from other locations. read more

Jesus!! After the horrible experience I've had of paying 210 dollars of 3 months of no services. After a month of completely canceling and telling them how unhappy I was with my experience after being a member for over 8 years. They just charged me another 210. I haven't had any services since August that it was the last payment I authorized. And it's March 2023 and I'm still being charged after officially canceling a month ago. With no outstanding balances with them and I had over 25 credits in my account. I hope someone can help me solve this matter. What is wrong with this people??? UPDATE: after speaking to the same manager I spoke to a month ago when I specifically said I don't want my account and I wanted to close it after they couldn't help me for the past 3 months I was being charged. She now tells me I didn't officially close it out because I never signed the paperwork that they never sent to my email or tell me I had to do now is when she tells me oh is that you didn't do the right procedure. Anyway I paid 8 extra months of services that I didn't want to pay. this experience has been a nightmare and a financial burden. To anyone please stay away and safe yourselves read more

Long story short I asked the therapist do not, do not massage near or at sciatica area, it is very painful, she decided to do it anyway I endured, wincing and jerking in pain, I finally had enough told her i asked you not to massage there, she started saying knots, knots, and proceeded to press her elbow in on the other side, I then said that's it I'm done, massage time was about over. i told her med pressure it was light pressure, I actually had a knot it my shoulder, I left with same pain I went in for. Did not listen! Then as I explained to the front desk, staff person tells me that's my opinion what opinion I wasn't expressing any opinion! read more

What a scam! This place has zero empathy and zero customer service. I have been unable to use my account since last December, as I was diagnosed with breast cancer. I bought a gift card for $175 thinking that I would be able to take advantage of it and the promotional 1-hour bonus card that came with it. One month later, I received my diagnosis and immediately had to start chemotherapy. I called to see if there was anything that I could do to transfer the bonus card to my account, but I was told that if I did not use the card that there is no way I could, meaning that I would just completely lose the additional one hour (which was the whole reason I bought it). Still, I didn't cancel my membership hoping I'd be able to use it sometime soon, but unfortunately one round of chemo turned into two, then my double mastectomy led to tissue expanders, because we had to add on radiation treatment, and now, since the radiation damaged my tissue expanders, I have to have another immediate surgery which will prevent me from utilizing my membership for another six months to a year. So I tried asking if at the very least. I could break the $175 gift card into two separate amounts so I could at least give them to family members for Christmas, who could use them, and again, absolutely no empathy or help from the staff. I certainly did not ask for this diagnosis, but there is nothing that I could prevent having to undergo treatment. I just can't believe a business would almost punish me for something I can't control and so many people have to go through. read more

The customer service here is beyond terrible. Their front desk workers are zero help and it would probably physically pain them to do just a tad bit more than the bare minimum. Did not care to listen to a word I said, continued to cut me off and then repeat herself over and over. Not to mention the dramatics. Again, this is supposed to help my stress, not add to it. read more

Karel is the best! A while back, I decided to try deep-tissue massages. As a runner, these types of massages usually hurt. I asked Karel not to make me suffer, and the guy knows his business! If I tell him an area is sore, just by feeling the muscle, he already knows what is bothering me. Best of all... It hurts good! I catch myself hoping the massage is never over. I have recommended him to two other people, who are very happy with him. I highly recommend Karel to anyone who wants an authentic, relaxing massage. If you are an athlete, this is the guy you need. No tears. Just results. read more

I don't know how to add another review so sorry david Perry, you and Chris are definitely 5 stars but let me update so that I can warn others of my awful experience tonight. I slept wrong two days ago and desperately needed a massage to help ease my pain. Knowing chris wouldn't be available I chanced it with the front desks recommendation for Ariana. WHAT. A. JOKE! She was 15 minutes late- which they did NOT adjust for the price of using one and a half monthly sessions for. How can she be licensed? That was the worst massage I have ever had in my entire life and I have had HUNDREDS. From not listening at all to the problem areas I was in there for in the first place to literally sporadically beating my spine for the first 10 mins and constantly telling me to relax... no no no. Is there a code word for let me teleport out of there!? Forgot the towels on my feet. Kept putting the towels under the sheets so it was a damp uncomfortable terrible experience. I'll stop now, but I urge you to take my advice if you want to leave there feeing better and not worse. read more

BEWARE: POSSIBLE MOLD PROBLEM - I was visiting from out of town and in desperate need of a massage. Made an appointment for same day and was told it was at 215p and to arrive early. I got there at 2p and waited 30 minutes before I asked if they were going to give me anything to fill out. The front desk girls were friendly so I didn't get too frustrated, but I did ask if my massage would be the full 90 mins since they were running late. I was told yes. Got taken into the room and waited for another 10 mins for the therapist to come back. Although I got upset having to wait so long, it was a blessing in disguise! While I laid there waiting I took my face out of the cradle and noticed dark spots all over the bottom of the wall, about the baseboard and also rubbed off spots on the bottom of the counter next to the wall... I immediately freaked out because it looked similar to a mold problem one of my rental homes had so I grabbed my phone for light. It had been painted over... (See pics) the therapist finally came in, I told him my concerns, he left & came back and said we'd move to another room. That room ALSO had the same marks and paint over it so my concern grew bigger and I asked if they had a flood happen. He claimed he didn't understand what I was saying since his English isn't good... I told him I want to cancel because it's a health risk, so I left the room, and out of curiosity checked 2 more rooms and they also had those spots on the wall, same areas...... if it is mold, they are putting people's health at risk and even worse for people with low/compromised immune systems read more

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So I've been a massage envy customer for many years, go to multiple locations and have been to this location many,many times and have always had a great experience but this past Thursday night I felt that I was at a totally different place. I called earlier that day and had a facial scheduled as well as an hour and a half massage deep tissue massage. I waiting in the waiting room for about 15 minutes after my start time and had to walk out to the lobby and ask what was going on ( facial was good) then on to my massage, there was nothing deep tissue about my massage. Worse massage I've ever had, before it started I specifically told the therapist my trouble areas and the pressure, During the massage I had to ask the therapist if she was going to work on my knots. I've never wanted to get up from a massage table fast enough. When I walked out I told the ladies at the front that this was not the massage I requested that when I called I specifically asked for deep tissue and they told me this particular therapist didn't do deep tissue. (Something that could have mentioned when I scheduled the appointment after specifically asking for deep tissue, I guess they just needed to fill a spot). I called the manager the next day left a message and I'm still waiting for a return call. I called the location again today and was told there was no manager there at the moment and I would have to wait until Monday. Very disappointed in this total experience. read more

Unfortunately the front desk staff in this location is a bunch of young women on a power trips. At first I was excited to join massage envy, being 8 months pregnant, looking forward to adding this as postpartum care. The first occurrence, I was in ACTUAL ACTIVE labor with my daughter and obviously I couldn't make it to my appointment. They dismissed this angrily but it got realllly ugly the day I was charged 2 back-to-back sessions a day we spent in urgent care with my four month old. I let it go because Lord knows a new mom can only handle so much. I was charged $150. I tried to cancel my membership and was lied to by the front desk staff that I wouldn't be able to till the manager was in (they are supposed to send you a forum to your email) which btw... Ana??? Where are you? Who even are you? Are you EVER there? Will you EVER call us back? Still waiting on your call! Anywho, I attended the better location for a few months (tamiami) until I scheduled a same day hot stone massage with this Kendall location... fail AGIAN (150, again! Money hungry I tell you) never book with these people especially same day appointments. They will do ANYTHING to charge you. Completely lack empathy even with viable documentation that you're in the hospital. Mothers? Yeah don't even bother. They have 0 understanding in this location. They are ruthless. I feel so bad for the founders of Massage Envy. I'm sure they'd be disappointed with the way the staff in this location has tainted their brand in South Florida. read more

The office is very welcoming. No one pressures you. Helaine is an amazing massage therapist. A true miracle worker! Listens to your concerns and knows exactly what to do. read more

I just had a baby 11 weeks ago and my back has been killing me. Granted, I've always had back pain, but the tension I have now doesn't compare. Finally, my husband convinced me to get a massage and we worked it into our schedule. It was super easy to book my appointment and customize the session to my needs. I prefer firm pressure and was matched with Analia. She was great! I had a ridiculous amounts of knots which I know was from all the stress I've been under, and she worked them out. I was also in some pain from holding the baby and the massage definitely eased it. Honestly felt like a new woman after. I can't wait to go back in 3 weeks for another massage. read more

I was charged full price for cancelling my appoinment 1 hr before Nd wanted to reschedule. I will eecommend on all my social media that massage envy be never used read more

STAY AWAY!!! Absolutely HORRIBLE customer service. Angie is all about trying to prove nothing is her fault and just speaks at the customers! Asked for the mangers info Angies reaponce was we will put you on a list and someone will resoond to you in 7 to 10 days. I asked for the managers name and Angie sts "I am not mandated to give you Anas last name" While there I heard Angie offer a 6 mo plan to someone else and when asked how come that wasnt offered to me she said "you didnt ask for that". Beyond frustrated that I am at a deadend with Angie and have no other way to be assisted than to be at their we'll call you can sometime, maybe! Horrible read more

The first time I came to this location was a little over 1 1/2 ago and I had a terrible experience. The massage therapist ignored all the things I didn't want (head and glutes massage) and I had to keep telling them to not massage so hard even though I stated "light" on the paper. I am so happy this time around that they took the time to sit down before my massage and go over my preferences and even making suggestions based on my needs. They took me inside and gave me a tour of the facility and explained the sound and light controls that I can set which surprised me as I have never been able to control the ambiance so that was nice. I waited in the waiting area about 5 minutes and then the massage therapist Debbie came and directed me to the room. The room was clean, the massage bed was heated and i felt very comfortable. Debbie went over my preferences and asked what areas I wanted to concentrate on. The massage was amazing and she really listened to what I needed Debbie used hot towels to do compressions aside from a regular massage which was a perk and unexpected... She even have suggestions for home care such as bathing in Epson salt to help with my aches. Overall, this experience was so much better than the last and I will definitely stick to Debbie! read more

Massage Envy - Waiting area - Massage Near Me - Miami, Florida

Dropped in for a couples massage with my lovely wife had an awesome experience.My masseuse Luz was great she applied perfect pressure and made me feel so relaxed that I almost fell asleep. highly recommend her and Massage Envy in Kendall . Like always place is clean and well kept up the ambiance is awesome highly recommend til next time . read more

Massage Envy - Had a great experience staff was very nice and accommodating would definitely recommend.Place was clean and very relaxing atmosphere. - Massage Near Me - Miami, Florida

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Horrible and rude customer service. I went to this location prior to COVID and they were great. Clearly this location is under new management and new receptionists who have no clue what etiquette is. No manager available. They said they will call be back about my issue in 3-5 business days, it has been almost 2 weeks. I call again and they said the manager will "call me". Very unreliable and rude staff. The massage therapists are great and kind so it's sad that the front desk can't get their act together. I called to discuss an issue and the receptionist is LAUGHING and GIGGLING while I expressed my concern. Truly frustrating experience. read more

I see Helene and she is INCREDIBLE I had such a wonderful experience with her the first time I refuse to see anyone else. The only thing (which is not her fault) is that I love aroma therapy with the massage and they never have the scent I like best but other than that I lobe this place. The receptionist are so nice and helpful and they're so knowledgeable about the skincare products which i use my membership to take advantage of the 10% off read more

I've been a member for 7 years now and gotta say that the service at this location has gone down drastically. I called to make an appt - which most of the time they do not have slots available with the therapist I like - only to find out that they made a mistake and didn't reserve my spot. After much going back & forth the manager Jezabel was extremely rude & unprofessional tells me she needs to listen to the recording to verify if I did in fact book my session. She took her sweet ass time to go listen to the recording while my reserved time was supposed to have started. I asked if I would be getting a credit for the time I was wasting standing there waiting for her to do her job & was told sorry but we don't give a credit.. 20 min later, she comes back & says that the associate that booked my appt was new & didn't know I wanted to book 2 slots. Basically told me there was nothing she could do all while having a big smirk on her face. At this point I was already aggravated and asked for her supervisors contact which she refused to give. I will be contacting the corporate office and filing a formal complaint. read more