I see many customers have had the same experience as we have. Apparently, freezing the account does nothing. We have been getting charged for 14 months and received zero services. TOTAL SCAM. I would be embarrassed if I owned this place. Their solution is apparently to charge us again, fill out a form, and eventually receive a rebate. Who does this? We will report then to the BBB, and I will do everything in my power to ensure their horrible business practices get noticed.

Excellent customer service and I hope to not have to cancel my next appointment

Unfortunately the customer service representative Alexis was not friendly when I try to schedule service.

I have been a member for six months and only have been able to get in once. When I finally was able to get an appointment they texted me and said they would not be able to get me in 2 hours before appointment. Then rescheduled me and cancelled on me again by text. I called them and I was very polite with them and requested for them to cancel my account. The representative did not ask questions and was laughing on the phone. Very poor customer service.

Always friendly and very sweet. The massage therapists there are good at what they advertise they are good for, so make sure you ask for what you want. I settled for something and didnt get the experience I wanted one time, but I let them know the next time that I needed a deep tissue and they got me in and it was a much more therapeutic experience. They are so good with working with you and what you need. I do wish they would pay their employees better. Please tip well!

We purchased a massage 6 months ago my wife was then talked into a membership as soon as she got home she canceled it. Well turns out massage envy did not cancel it they froze it for 6 months and now charged us we called and they will not refund the money only let my wife get a massage my wife just received major surgery considering there is a global pandemic going on we dont want to risk my wifes life not to mention thousands of people are out of jobs right now this is the most fd up thing you can do to people I will be contacting bbb and never recommending these scam artists

Madison did a wonderful job.

National masssge chains are usually staffed by junior, recent massage school grads. This location some some stellar, seasoned wonder workers!

If I could give them a zero I would. I paid for my membership for a year and used it only a couple times. When you cancel THEY KEEP YOUR CREDITS/YOU CAN NOT USE THEM UNLESS YOU CONTINUE TO PAY THEM. I would highly recommend going down the street to ELEMENTS massage!!

I’m sorry but this is the worst business I’ve ever dealt with. I received a massage over a month ago which I am still recovering from. The massage therapist admitted he was using the heavy power massage tool incorrectly for better results during my massage. It was very painful. I asked him to lighten the pressure multiple times. He would lighten a little but not much. I was extremely uncomfortable at that point. He should have known something was wrong when he asked me to flip over and I physically couldn’t move. Well I ended up not being able to walk with my left leg for a few weeks and had to head to the emergency room shortly after my massage. I could barely get dressed by myself and could not stand straight or walk. I have a fairly high pain tolerance and I was bawling from pain. I don’t blame the massage therapist. Mistakes happen. However, upon contacting the manager and filling her in on this story she said that it’s completely normal to feel that way after a massage. I’ve had massages for my entire life and never experienced that. I have severe sciatic nerve damage that I’m still working on to this day. I couldn’t work for over a month as I couldn’t sit, lay, or stand comfortably. I’m baffled as to why the manager denied, denied, denied. I’m sure she didn’t want to be held liable for this sort of mistake. That’s a disgusting choice of character. She wasn’t willing to refund me for the massage. I’ve paid thousands of dollars to fix what had been done to me and lost thousands from being unable to work. I’d suggest going to any other location than Castle Rock. I’d also suggest choosing a different type of place. Elements and Hand and Stone are much better and would never have handled this situation like that. They choose to take care of their clients.

I would love to give this place five stars but, if Im being honest, theyve got some work to do administratively. Most of my massages have been amazing with the exception of one time where I just dont think it was a good fit so now I stick to the therapists I know I love working with - probably pretty common. The staff at the front desk are very nice but this place is always booked and my massages have been cancelled SEVERAL times due to high turnover which is super frustrating when you have two kids and scheduling a massage in the first place is already difficult. Im hoping this turns around soon. I have the membership and Im going to stick it out for a while longer because it does seem to be improving slowly.

First bad review I have ever given. My husband bought a gift card for a present. The front desk staff was new and forgot to actually put the gift card in the folder. I explained the situation and was told I needed proof. I was only able to speak to the manager once and that time was treated very poorly even though I had proof that the purchase was made. They lost the documents again and again. They never made it right and the whole time treated me like an inconvenience, even though they made the mistake. This was always our families go to massage place, however after this incident, we have all stopped giving them business.

Love this place. I come in every month, and have never had any issues. Ive had to reschedule a few times due to therapists calling out, but life happens. Everyone gets sick or has emergencies. Other than that I have always had an amazing experience. Everyone is friendly and makes me feel welcome. Cant wait to come next month.

Everyone please read their fine print of the contract. In short, I have my own business now. I just don’t have the time for massages as I used to when I signed up. I have 14 massages accrued. Think about that 14 months of massages. Between my busy schedule and then being booked up when I call....this is not a good situation to be in. #1 I could stop my accruement and be charged $20 a month to “hold” the massages in what I’ve already paid. #2 option I could put my account on hold and not be able to use any of my massages until I take my account off hold. Or you can cancel your membership and forfeit all the monthly money and massages you’ve Literally paid for and earned. I know you’re saying to yourself I could use up my massages every month....well life happens....my husband passed away and I didn’t feel deserving of massages and then I started my own business so I could earn an income for my household. Life goes off the tracks easily. This is a commitment that won’t let you go unless you are smart about your exit strategy just in case you need one.

I love this place! I’ve been a member for years and I have never felt better! Deep tissue massages help my chronic pain so I am very grateful for them. Front desk is always nice and helpful and the therapists are amazing!!!!

Had an excellent experience with Mark, massage therapist, today. He was very knowledgeable about my profession & posture which is affecting very specific muscles in my back. Great deep tissue work and I left with all sorts of recommendations for stretches that I could do between repeat visits. I’ll be back as soon as I can.

Great place for a massage. Richard was so good and really took your needs into consideration. Highly recommend.

Have been a happy member for years. Now there are no therapists to see me or my kids and they are constantly canceling my month in advanced booked appointments. They just lost 3 contracts. I canceled them all because there are no therapists. Bummed!

Doesnt surprise me this place has less than 4 star rating. They literally answer the phone and place the receiver down then talk in the background. A monkey can answer a phone properly.

I was visiting from Washington and decided to get a facial yesterday. It was my first time there and Nicki did such a great job. I see a regular esthetician back home. I thought I was happy with the service in Washington until I met Nicki. She was very thorough and explained how I can tweak my daily and weekly regiment to get better results. She explained why the pores are big and bumpy. It’s because the debris are stuck in there and it just keeps building and building if you do not address it. Today my face feels nice and smooth from all the extractions. Now I’m on a mission to find a Nicki out here in Washington.

My last massage here was not a good experience. The room was frigid. The table warmer was broken. I paid extra for a deep tissue massage with heat therapy. This included supposed hot towels for sore muscles but I was informed that the towel warmer was broken. So, the massage therapist kept leaving the room to get towels from somewhere else. By the time the towels were applied to my back they were just wet, cold towels. She didnt add any time for the time lost waiting for her to run down the hall. I was so cold, with wet towels on my back, that I literally was shivering. It was like having a massage in a meat locker! And they still charged me extra for the supposed hot therapy. Horrible!

Loved this place before my massage therapists stopped working there. They do not employ a therapist that fits my needs, but my membership contract doesnt allow for any changes or substitutions even in this circumstance since the membership can be used at other massage envy locations. Be careful if you sign up for the membership.

Disclaimer: If you are reading these reviews like I did, you assume a 3.3 isnt that bad. You are wrong, and youre gonna have a bad time.Do NOT get a massage here. I repeat, no go on the massage here. When I first saw the reviews, I thought, maybe they were just sensitive customers. No, they are terrible. Ive had around 20 massages in my life. This experience was by far the worst. I kept asking the therapist to go harder, because I felt like I was being petted. After the 4th time feeling no pressure change, she said she was uncomfortable going any harder! What does that even mean? So she said if I wanted a deep tissue massage, I should reschedule with someone else. We were not even close to a deep tissue massage, no joke, I felt as though she was just harder than scratching my back. So I go to the front desk and the lady says that I should have specified I wanted a deep tissue! Thats right, made it my fault that my therapist was apparently malnourished. Wait, it gets better. Then the front desk asked if I wanted to leave gratuity for this awful experience. Hard pass. Listen, I know youre like me and assume that most of the bad reviews are from spoiled customers who demand the world. That is not me. Im a hard working American who just wanted a knot worked out of the lower back. Last, I cant wait for the reply to this review, where the owner/manager tries to make it right after she watched her entire staff ruin this experience and stood by and said nothing. Please do yourselves a favor and avoid this monstrosity altogether.

I cancel my membership and they charged my credit card a month later anyway, i did not get a refund and was unable to use the massage they charged me for. It expired? What kind of BS is that. They are corporate thieves. Dont sign up for there membership unless you are willing to get charges on your card on file for massages not received. find a private massage person. Massage envy are thieves.

Great place!The massage therapist Ann was very in tune with what my body needed. Id recommend it

Staff is very professional and helpful. My massage was awesome and I ended up signing up for membership. Would recommend!

So far so good, consistently good massages. They are getting more popular so appointments can be hard to get last minute. Hope to get back today!

Signed up a few years ago as a member, and had to stop because of a medical issue. I was told it was no problem and about eight months later they stated charging me again. Cancelled again, and then they hit me with a $250 cancellation fee. Then I was asked to provide documentation again, and then was told that it was too late after the fact. None of the unused appointments were refunded and the cancelation fee stayed. All in all I ended up paying nearly $600 for two massges. Dont believe their lies. Beware!

Love working there. Amazing staff.

My therapist was top notch and Ill continue to go to her. The front desk was very friendly and professional.

I have always had outstanding service every time Ive been in. My therapist Jessica is amazing! Would highly recommend this place to anyone.

This place sucks. They dont return calls or pick up the phone. They are just plain rude.

Great massage and the have a chest pillow also!! Big bonus for girls

I bought my wife a gift card for Christmas and she scheduled her massage and was canceled by Massage Envy of Castle Rock 3 times. Needless to say shes going else where. Very unprofessional and unaccomodating especially for new customers. I wouldnt waste your time or money.

Be warned - you cannot get a one hour introductory facial for $59 despite what the website says. I was charged $89 and told that was the non-member price even though this was my first (and last) visit. The manager emailed with a half-assed apology and offered a discounted rate on a future massage. No thanks. Be sure to get pricing up front before your service.

Manager lied to my wife and when she confronted her about it, she threatened to call the police. Theyve let go of very good massage therapists. Front desk stuff is rude and incompetent.

Wonderful assortment of service, but every time I use their service I feel much worse and I cant got my membership $$$$ from them back to terminate it. Its a trap.

Have been a member for a few years, never had a bad experience!

Cancelled my appointment due to medical issues, and they refused to reschedule. Charged full amount, was told by manager too bad! Told best of luck refusing charges. Horrible customer service, horrible people!

Good customer service and almost always have an opening.

Disengaged ownership. Clueless management. Terrible service. Dont waste your money.

I was amazed at how much the massage helped me.

Great staff and environment!

Ripped off. No massage, no refund.

This location is awful

Jessica was great.

Great place

Very unprofessional.

Great message

Omg amazing amazing AMAZING!!!!

ME always helps travel.

One place i wont ever be going to again.

Best massage

Overpriced.