This place needs a new manager and district manager. They are very disrespectful. They are horrible to their employees and customers. The place is a mess. The younger lady at the front desk was so nice and had the best customer service ever. They apparently fired her and said that she was incapable of working in her position but they didn't train her... she was the only one that acknowledged me when I was there. read more

Appointments are always full for massage. I paid for a membership and I can never find an appointment available with the therapist of my choice. They do not let you schedule far enough out to be able to fit your schedule. My advice.....don't buy a membership!!! They take your money routinely, but you can never find an available massage appointment. Furthermore, for me, Brycia was my favorite and she is no longer there...ugh! read more

Brycia did a great job on the massage BUT it is very hard to get appointments for a 90 minute massage. Had problems over and over again with being put on their "wait list", took 4 phone calls to get information right on my request. read more

Received a 90 minute message from Leanne and it was amazing! She was very professional and applied great pressure all over. She accommodated my every need and worked wonders on my shoulders and neck! Zoe at reception was very warm, welcoming, and kind. She explained how everything worked in a very professional and understandable way. I'm hooked and just signed up for their membership (which is a steal!!) I will definitely be returning and I highly recommend to anyone looking for a massage in Rochester! read more

New owners and a new manager (Elle) this year. Terrific customer service turnaround. Had an issue dating back to previous management and they fixed it immediately. If you liked your therapist and didn't like how things got "dropped" before; give them another chance. I think you'll be pleasantly surprised. read more

Wow. I am so disappointed. We made two appointments for my daughter based upon talking with guy who answered the phone. They called me before the first appt (45 min) and had to cancel. We already were in route and so showed up to find out. I paid for my daughter's next day appt and they never told me I needed to be there. (A good policy but TELL me! They met her and could easily see she is under 16). So two days in a row we got cancelled. When I talked with manager- no empathic communication more than refund. Wow. Don't recommend. Plenty of other great places in RST. Don't waste your time or money. read more

NO! If you actually want a massage, go to someone in Rochester who actually cares about massage. Desk staff were nice when we came in but then proceeded to talk and laugh loudly among themselves - very unprofessional. I do massages frequently and know atmosphere starts when you walk in. I will say we got a good deal because it was our first time, but I don't know that the deal was worth it. Both my friend and I had the same experience in different rooms with different massage. Half the time it was this dry massage that was not relaxing - it was like they were running out of lotion so they used it sparingly. It did not smell good - usually there's a relaxing smell in the room or with the oil or lotion they used. It was opposite. It almost smelled bad. And make sure to request a room that is opposite the business next door. My whole massage I heard banging and loud noises. Not relaxing. The gentleman I had kept on muttering diagnosis for everything that he worked on - I believe one point he said fallen arches. He said something about my back. He did at one point say something to the effect of sorry I'll stop diagnosing you. Please do! You're not my doctor! There are so many other places in Rochester - just try to fit into their schedules and get a good experience someplace else with good ratings. That is not here! read more

Have had a bear of a time getting in at a Massage Envy location as my schedule is pretty busy and they always seem to be booked way out. Finally got an appointment here a few weeks out and then got a call two hours before my appointment and was told my therapist was out sick and that my appointment needed to be rescheduled (obviously with nothing available the same day). Pretty disappointed and some kind of coupon or discount for the inconvenience would have been a nice gesture! read more

I've had very good if not excellent massages at Massage Envy. I have found two therapists, Kim and Richard, who have done an excellent job with loosing up my joints and upper body tightness. It's awesome for the price. Front office staff have always been courteous and professional. read more

****Must NEVER give them your personal debit or financial information!!!**** If you need a massage therapist, there are MANY excellent ones in the area who are much more affordable and a million times better then this Franchise location. The hook is when you are desperate for a massage and walk in and get a great price, and pain relief. Please just don't expect that again. Prepare to plan at least a month in advance for your massage. And if you try to cancel, be prepared to get charged an ADDITIONAL $10 for the opportunity to search for a new client to fill your slot. And unless you actually facilitate this sale yourself, over the phone or in person, it NEVER happened! Bottom line. NEVER SIGN UP FOR ANYTHING THAT YOU ARE NOT IMMEDIATELY UTILIZING!!! The service will not be the full 50 or 80 minutes. Nor will you get a decent massage because they overwork the underpaid and inexperienced staff. read more

I had a great experience with the masseuse, Ariana, she really was able to get my shoulders to loosen up. However, I have a very rough schedule where I am never sure when I will be home. It is difficult to schedule. After I became a member, it is almost like they don't want to work with me or want me as a customer. I get charged every month for something I am unable to use. I wouldn't recommend their membership. read more

Heidi gave me an excellent massage today. I asked for attention on the lower back and glutes. She came through. I was so impressed I signed up for a year contract. The warm massage table, soothing music and dim lighting was perfect. read more

5 people behind the desk doing nothing. Air conditioning on full blast when it's less than 70 degrees outside. #wastingmymoney

This location is very nice. Large lobby and a relaxation room. Friendly staff and super nice therapists.

I worked at Massage Envy for about eight months. Due to unprofessional actions and behind the scenes activities I did not agree with, I ended up quitting. But before I quit, I had booked my sister in law a prenatal massage two months in advance. I didn't put down a phone number or credit card in her profile because I had planned on covering it for her as a gift. I wrote extensive notes saying I would cover this session and to contact me for any issues. I go in today to double check the appt that was for tomorrow, December 10th. I see the Clinic Administrator at the desk and ask her about the appt. She states it's not there, instead there is an appt booked since November 19th. I know they have a feature that can tell you when an appt was cancelled so I ask her to look. She states November 19th. So I tell her, obviously someone cancelled the appt I booked for my SIL and booked someone else in that place. Why did this happen? Well, she says, there was no CC. Yes but my name was in the notes, why didn't you call me? I could have cleared it up in an instant and gave you my info. "Well it's not our job to read the notes; someone must've deleted it and not known who you were." Actually, no. Only management can cancel appts without contacting clients or make the executive decision to do so. And the management that was there all knew who I was. They saw I made the appt. They saw the same last name. They read the notes that said I would cover in. And instead of taking five minutes to call me and get it cleared, they just deleted the appt. And when I asked for the slot back because it was proof I had the appt first, she said no, there was no CC so they couldn't give me the appt back because it wasn't their fault. So two months I have this appt to be a nice surprise for my pregnant SIL who was looking forward to it and the day before I find out it's gone. They made no attempt to contact anyone which means had I not gone in myself to check it out, my poor SIL would have come in the next day expecting an appt and find out there was nothing and just be told, sorry, sucks to be you. Unacceptable. I already knew this place was going downhill but to be so spiteful to just delete appts because they didn't like the former employee? You cannot convince me it was anything else. read more

Angela is a true professional. Today was the first day in years I could get into my car without pain! I plan to see her in a regular basis!

Location is too generic, temperature was cold, retail shop feeling! Deep massage that I asked for was far from deep. Nice people but not for massage environment. read more

I'll start off with the good: my massage was good. I almost gave this place 2 stars because of it, but... I'll get to that later. Now the rest: The customer service at this Massage Envy is on par with that of Charter or Comcast. If you really want an appointment, skip the online request system. Since it doesn't tell you what's available, you're just wasting your time guessing at what might be available (hint: nothing), so you'll have to call anyway. I was finally able to schedule an appointment (approximately 2 months out). Okay. Fine. A little inconvenient, especially if you have an emergent issue. Then, about a week before my appointment, they leave a voicemail asking me if I can reschedule. I call them back, get someone who doesn't know anything about the first call. I agree to a later appointment, even though it's more inconvenient for me. I get ANOTHER call about a day later, saying that not only do I now have 2 appointments on the same day, they also happen to overlap. Of course they do! I ask to keep my original appointment. She says no problem. Great. So besides a small annoyance, everything worked itself out. Then I get their automated call, confirming my appointment for the wrong time! My original appointment was canceled, and the rescheduled one was kept. I call them back, explaining what happened, asking if I can get my original appointment again. They tell me they'll call me back. They never do. I call them back, my appointment is still set for the rescheduled time (not my original time). I say fine. When I finally get my hour-long massage (which should have lasted 50 minutes), it only lasts 45 minutes (hence why the good massage couldn't even bump my review to 2 stars). I know it only lasted 45 minutes because my masseuse announced the start and end times. Perhaps it seems silly to be complaining about 5 minutes, but at this point, it just feels like the final insult. I'm assuming they do this because I'm not a member, and they needed to give me a sales pitch at the end. No thank you. Please, there are much better places in Rochester to get a massage. I only tried Massage Envy because I received a gift card. I have over $100 left on this gift card, and I still never want to go through this ever again. read more

I scheduled a massage. They were booked out over a week. When I showed up and they had no record of me scheduling the massage. I scheduled it over the phone and they took my information and email address. There was no apology that they did not have me down. Instead, they complained that it was my fault. They had the audacity to suggest I scheduled it in Rochester, New York. I have lived in Rochester for 10 years. I do not schedule things accidentally in New York. Again, there was no apology or offer to make it right. Horrible customer service. read more

While the staff is very friendly and the atmosphere is clean and inviting, the massage was adequate. I give it 2 stars because the actual massage only lasted 40 minutes. I made a point to notice the time of start and end, and did mention it to the staff at the front desk. I don't believe that filling out the required form in the lobby, or waiting in line to use the restroom should infringe on your actual 50 minute massage. read more

When you cancel your membership make sure to use all of your prepaid messages up before your membership expires. You will lose all your prepaid messages once it expires. They dont tell you that. they have it hidden in the papers they make you sign. Not how I would do business. read more

RUN and KEEP RUNNING ..SAVE YOURSELF AND YOUR $..DO NOT BE FOOLED INTO BUYING ANY KIND OF MEMBERSHIP read the reviews they are BAD for a reason!!! (not just on this site)....they do not EVER have openings ...I have been trying to book for the last 6 months and got nothing that is realistic for a min 8-10 weeks really!!! so by the time a 6 month membership (which was approx $500) runs out you will be lucky to have used even 3 out of 6 prepaid appts.. because they do not have any openings...I will not waste my money here ever again!!!!! If I could give them 0 stars I would have. anyone posting a positive review for this buisness either works there or is related to someone who does! read more

I received a gift card and called to make an appt. I was asked for my credit card number! I do NOT give my number out over the phone to a stranger. She said I could bring it in to them! A 20 mile round trip! Why would I do this! VERY poor way to do business and customer service! Hair dressers, dentists and many other professionals to not use this practice! read more

I tried the one-hour introductory massage for $39 + tax. It was very nice but lasted only 45 minutes~

I don't know the quality of the massages at this Massage Envy location since the people scheduling the appointments leave their books a complete mess. I called 2.5 months in advance and they said to check and confirm everything a month in advance since they didn't make bookings that far out. So I called a month in advance and they said I wasn't booked, so I set up a different appointment on a later date since the original date was supposedly full. I get a phone call a day before the original appointment and realize they had accidentally double booked me. We selected the new date and cancelled the old one and I thought we were all set. I got a phone call yesterday to confirm my appointment at a set time of 4pm. Then I get a phone call at 3:05 the day off saying that my so called appointment at 4pm was actually at 3pm. This wouldn't have been a big deal if they could have rescheduled us but of course, I need to book these appointment 1 month in advance.... So in spite of months of planning a special afternoon out with my sister things still fell through.... read more