I have been with this group for a little over 1 year and have had NO PROBLEMS at this location or with the company. I found the Manger (Mollie) to be friendly, funny & incredibly personable. Having read other reviews, I imagine that her direct communication style was not a win for some. I LOVE IT! Give it to me straight, all day! So yes, my therapist (Brittaney) is AMAZING!!! I have NO REGRETS!!!

Had a great massage with Allie, perfect pressure. She was really nice and we had a great conversation.

Upon arrival, I was asked about how I would be leaving gratuity. I was asked 3 times while the woman checking me in got increasingly rude each time she asked.Massage therapist was late to start my appointment. Table was not set up prior to me to taking me back to the room. Massage started 15 minutes late. During the massage, the massage therapist felt it was appropriate to take my hair down without my consent and continued to rub whatever oil was on her hand throughout my hair, causing a greasy mess.

This location is a problem location for me. I do not want this location assigned to me any longer. The manager is unprofessional. I was not sent out any texts or reminders for my missed appointment. They are not refunding my credit. Managers logic is that no other customers complained so the issue must be my phone. Even though my wife is not receiving texts either. Then she brings up a past issue I had with them during Covid in which they tried to cancel credits while during time they were closed. I will not return to this location again as long as she is employed. She ends our call by hanging up on me. This person should kept in the back office and not allowed to speak to customers as she has no customer service skills.

Attempted to book a Mother’s Day massage because I had a coupon for buy one get one free. I called to schedule an appointment and inquire more details about the coupon so I won’t be thrown off if the prices were different. The person that answered the phone was rude and seemed uninterested in my questions. When we arrived, the prices were different and it was for only members.

The staff were very nice. The space was neat and clean. I really enjoyed my birthday massage. I would definitely go again.

Went to get a gift certificate for a massage for my wife for Mother’s Day. The one on Frederick Rd that was supposed to be open until 7 was closed at 6:45. Never going to that one again

I am extremely disappointed in the lack of communication and professionalism with this particular ownership of this Massage Envy. I work in the Medical Field and do not want a massage during Covid. I filled out “hold” forms and have Called practice to voice my concerns of wanting to wait to proceed with monthly membership as I have credits on file but am not comfortable using them during these scary times.My account was charged my monthly membership and I processed a chargeback with my credit card company which I received. I was then contacted via a text asking for my monthly membership dues and I said no due to COVID. The response I received was that they accidentally text me and that my 7 credits on file were immediately canceled and I was NEVER notified.I am very upset that because I requested a chargeback during Covid I have now lost ALL my paid non-rendered services and was NEVER even provided an email, text or call that the owner was canceling my membership making me lose all the credits I had saved up over time. I tried to reach out to this practice and ask for a refund of credits and was told if I wanted my credits back I had to pay the $60 and then I could have my already paid for credits back. This is unreasonable as the reason I had the account on hold is for Covid so paying more money to use my credits makes no sense as I will not use them during this time.I highly recommend looking into other Massage Envy locations as there are locations that do NOT do this to clients. I found one in Frederick Maryland who would actually hold the account and would not cancel an account without notifying the client.Make sure to read all the documents you sign before providing your credit card information and accumulating massage credits that can be immediately taken away without notice. I am now out the money for all those I pre-paid for and the assistant manager stated the owner would not refund my credit card and indeed all my 7 massage credits are gone. No middle line was offered and I am sad to say but I will never return to this location. I feel that during Covid a company should be more understanding of a clients personal fear of Covid and germs. I am now out money for services i did not receive and I am made to feel bad for not wanting to come in and pay them another $60 to get my original credits back. Extremely unprofessional and sad that this is the way things are handled during a worldwide Pandemic. It is not the money for me as much the principal of a common courtesy to notify me they immediately canceled my account. Unacceptable and I will not be returning to this location. I was told I could sign up at another location and I thought this was even more unprofessional to add insult to injury.

Dont go here! No customer service. Store manager is short temper and argumentized. I bought a membership at the beginning of the year. I been paying each month despite COVID and MCPS lockdown. I wanted to support local businesses. In August, I called and asked to place my membership on hold and was told okay. Three months later, they are still charging my card and telling me I have to fill out paperwork to hold my membership. I have resubmit the same paperwork every 3-months. Right now, I have 9 paid services and want to quit the membership but if I do then all my paid months will be wiped clean and I will have no credits. Im in a no win situation. Dont be like me. Save your money! In the meantime, I am waiting for the email with the attached paperwork and have not received it. Dont be a fool like me and sign-up for a membership.

Put my account on suspend so I could use credits. Told my account was closed and credits deleted due to suspend running out. Note I could not use credits while they were closed for COVID! I would not recommended as the management is not customer focused. I will have to find a lawyer to get my money back. They get 1 star.**Location found a compromise. Updated rating. Manager resolved any issues. Changed to 4 stars.***Now 3/24/21 Today I missed an appointment because I did not receive any reminders as I would have normally expected to receive. I received an email notifying me of a missed appointment and that was all the correspondence. I called the location and they said they dont do calls anymore but they send texts. They did a test and the text did not go through. Then they said I am still responsible and would be deducting a credit. I advised that if there system is not working I should not be responsible. The manager got on the phone and her logic is that they sent texts 6 months ago and it was working. Really? Thats their logic. Then she went on to say they sent out 3 texts to me in the past week and that there system is working and I am the only customer having issues. I have not received any texts from massage envy in the last week or few months. Then she went on to say that it must be just my phone yet my wife advised she did not receive the consent forms that she was told were texted to her as well. I asked for a regional or an owner to speak to and then she argued with me some more and noted that we had issues 6-7 months ago. So therefore for todays wonderful lack of customer service and a rehashing of the past this 4 stars goes back to 1 star. This person has no customer service skills. I will never go back to this unprofessional establishment. Health and wellness but yet the manager will be sure to argue and attack you and raise your blood pressure. Great service! My wife overheard her and said thought the same and is surprised this person is in this position. Attacking the customer is not the way. I will decide this based on my wallet.

PEGGY IS THE BOMB

Excellent atmosphere. Be sure what type of massage youre looking for, meaning hard pressure medium or soft. Be prepared that a hour massage is actually 50 minutes which is industry standard. Clean and inviting, excellent front desk staff. You do forget about the outside world once you enter their waiting area

Upcharged on verbal agreements for payment, mislead about contract length, receptionist is unqualified and quite unprofessional. Do not go here. Waste of time and the services are mediocre at best.

1st time here. My fiance and I got memberships. 2 for 130/mo. Place is clean and I had George who somehow knew exactly what to do and the right pressure. My fiance had Youzhang (sorry for misspell) and she said it was awesome too! We usually go to Frederick massage school because PMTI sucks and this was way better!

The best massage experience!

Great service and professional. I have been going here for years. I prefer this location due to the wonderful staff. Thanks

After searching online and having a difficult time finding what looked to be a reputable option for a massage, I decided to give Massage Envy of Gaithersburg a shot. I was extremely pleased with the customer service and experience I received. The manager, I believe her name was Mollie, was very courteous and helpful. My therapist Alyssa was absolutely amazing. They both took the time to figure out my areas with the most issues. Alyssa made sure to focus her attention on those problem areas and worked them out more than I expected. Thanks again to the staff at Massage Envy and I will be back soon.

Peggy is the best massage therapist EVER!

I never write reviews but I am very unhappy with the customer service at the Gaithersburg Massage Envy. My Mom paid hundreds of dollars for a 6-month subscription in January. They NEVER called to notify me that they EXPIRED on June 12th. When I called yesterday to see if I could schedule my final 2 credits, they said I had to pay $70.00 in order to use my remaining 2 massages (THAT HAVE ALREADY BEEN PAID FOR). Very upsetting.

I was a member for almost two years at this location, and I must say that every interaction I had was really pleasant, both at the desk and with a technician. I had received a gift card and used it at another ME location a few years back but had a really uncomfortable experience; the admin staff member who helped me fill out paperwork was really pushy about a membership. I redeemed one of my services with another location while traveling and had the same issue with the esthetician after my facial.I kind of slipped and fell into my membership with the Gaithersburg location; I scheduled a next-day appointment on a whim for my boyfriend only to find out he didn’t want to go. I used the appointment in his stead and enjoyed the experience so much that I signed up, totally unprompted by the staff.They have been very accommodating throughout my membership; I have used several therapists and both estheticians at this location. Natalie is like the Seal Team of extractions; without fail after every facial with her, someone has approached me to compliment me on my glow.I used my last credits this week, and the ladies still in the store when I left encouraged me to pop in and say hi if I’m ever nearby. And you know what? I just might.

I go to the same therapist every time and she is great. You have to be specific on the type of massage you want and get a therapist that matches your description. Dont want to tell you the name of my therapist because she already booked up and it is difficult to get an appointment with her anyway. She does DEEP work.

I’d like to let whomever manages this location to know that whoever they have making appointments today is definitely working against the profitability and customer service of that location .when I mentioned I was a member I wasn’t offered any appointment times when the associate couldn’t find me they forgot to pay attention to the fact that I mentioned I was a member at another location the whole reason for me calling was to purchase a gift massage and facial for a friend of mine that lives in that area. however I was unable to even find an available appointment slot after 15 minutes on the phone where the associate continue to ask me if I knew how to spell my name .

Massage was fantastic ! Scott?Front desk - one girl who has worked at other locations very personable and helpful to myself and others that came in.

Absolutely...NOT! I’ve been a member for almost ten years and I’ve never dealt with a staff as unprofessional and rude as this location. My technician was fabulous and I pray she finds a much better area to work in. That kind of energy can kill the spirit of Mother Theresa (RIH)! Overall, if you’re looking for a location that never answers your call, never returns your messages, never check their actual website, a rude front desk staff (that forgets who you are and why you’re even there in the first place), go to the newest Massage Envy in Gaithersburg, Maryland! I promise, you will be disappointed.Utterly disappointed.

I would recommend Massage Envy at Crown Place to everyone. I used Red Door Spa and my ex husband told me about them and I joined their membership two years ago and I will stay with them for as long as they are open. The massage and facials are of high quality but cost a third of Red Door. This is a privately owned and the customer service at the front desk is great. They are running a great special until the 11th for Valentines Day that you can try for free. Call them and give it a try and I can assure you that you will not be disappointed no mentioned that ai now have an additional $4,000 on a yearly basis of additional money due to the difference in prices.

Manager was not accommodating to my request for a quick and temporary change to my membership billing date after repeated requests. Quite often the manager was not available when I called. Staff had to act as liaisons to relay messages back and forth between us.

Avoid this location. The chain of Massage Envy is generally good. This location has a lot of problems The staff is young and inexperienced. Ive been double charged, given the wrong appointment time, and had the worst massage ever. Management is always unavailable.

Ive been a member for over a year and, I can say that, every time I come here I dont want to leave! Chris is amazing!!! Recently, I pulled my deltoid from some funky exercise at the pool and I could not sleep for days; the pain got worse when I tried to lay down, so I went to the doctor and got put on a muscle relaxer, but that was only so I could sleep. Coincidently, I had massage scheduled in advance with Chris. He worked for an hour on my neck, shoulder and arm. I FELT SUCH RELIEF leaving that massage! Guess what? That night I didnt use the muscle relaxer. :) there have been many other positive experiences but this one was the most recent.Chris is very popular!

These guys are my go to massage location, even though theres another one closer to me. Relaxing waiting area, clean and comfortable rooms, and capable staff make this a no brainier for stress relief.

Its a massage what else should i say every person ive gotten has been awesome. Main person Is Brittnany she is great

I went there today, for my 6:30 appointment . Went in 15 early like I had been asked to. They can’t find my name. I tell them who I was scheduled with, the front desk girl says, there was a phone call shortly after you called to cancel this appointment. I say, no that wasn’t me I didn’t cancel. Her response instead of apologizing for the mistake was : “ Well at this point, the best I can do is Friday” just like that. Straight face like I’m inconviniencing her! No thanks, taking my bussiness elsewhere.

Wonderful massage and very nice people. The sitting room was very tranquil.

Less than a star - Management team is rude, rude, rudeNo such thing as customer service here - Molly couldnt have been ruder to me today and I will never return. Save yourself some grief and go to the Massage Envy in Rockville. Their team and professional staff are heads above the Gaithersburg location. Awful customer service yields awful reviews and no repeat business. Maybe the owner will read this and take that into consideration for their hiring practices.

Brittany is an awesome massage therapist and Nikki is superb esthetician! Staff are always friendly and helpful.

My massage therapist Peggy is fantastic. Highly recommend Massage Envy.

I did a face cleansing and massage which i wasnt happy at all. The massur pressed my body instead of giving a relaxed feeling.

The staff and building was nice, but the quality of massage was terrible. I have filled out the post-service questionnaire that was e-mailed to me and let them know. Go somewhere else if you want a high quality massage.

Clean and professional facility. Hardly anyone answers the call if you want to book or reschedule. Owner responded with an online portal. Try that if you want to reach this location. Assistant Manager Molly call me back the next day. She said shell have the staff check the phone messages more frequently.

Always have a great massage here or any massage envy location.

My wife had gotten me gift certificate in the amount to cover a 1-hour Facial at this location.I arrived this location after a long morning of work to clean my face off and start fresh with a brand new feeling face. I was pleasantly surprised the place uses Murad products but that was the only highlight of the experience. My appointment was with Sue, she right off the bat told me that the condition of my skin was not the greatest and that I should use quality skin care products like ones offered by Murad and that I need to purchase the product if I want to see an improvement and also come see her frequently. Little did she know, I only use Murad at home! Keeping myself as relaxed I smelled an aggressive sale pitch rather than a pleasurable experience. I politely declined her offer and I had explained to her I simply came to relax with a facial my wife had purchased me since I always complain about how much effort it is for me to care of my skin. Throughout the facial, she seemed to be quite aggressive with my face and kept trying to push the in product and services, even after I politely declined. I felt that she kept a very unprofessional attitude during my experience. To sum up my experience with Sue, I will not be going back to see her. I will keep my face maintenance to myself from now on.

I had a membership at another location previously which I loved. I changed jobs so I decided to get a membership again. I have already had more bad experiences here than I had in a few years at the other location.I came in for my first massage and was kept waiting at the front desk past the time my massage was supposed to start. I had been offered free add ons and was told I would get one during this first massage. The therapist was good, but after the massage she disappeared. Normally they wait outside the door to offer you water and walk you out. I get to the front desk and the girl goes over my treatment. I told her that I did not receive the add on and she makes me wait while she goes to find the therapist to confirm with her. Then I asked to pay the tip on a separate card since my massage goes on my flex spending account. She tells me that she cant do that. I assure her that she can, since I used to do it all the time. She still refuses. Finally, another front desk rep comes over and does it for me. Then I was told a manager would contact me with my flex receipt. It took 2 weeks and 2 calls for me to get that receipt. When I finally spoke with the manager he was very quick to try to just get me the receipt and get me off the phone. He didnt really ask about any of my other concerns and just seemed really busy.I already signed up for the membership so I just let it go. I then booked another appointment. I got called the day before requesting to move the appt because their employee didnt know that they were not booking appts on the half hour. I told her this was inconvenient but that it was fine. I was then told OK, well let the therapist know, but she did not confirm whether the appt would move or not.This is already a stressful situation from a business that is supposed to help me relax, and Ive only had 1 massage so far. After this year is over I will definitely go back to my old location.

The room was very relaxing and George was the best!!!

Too dang on expensive. I was not impressed. Staff was nice and professional, but I cant say its worth the money.

I purchased 4 certificates as Mothers days gifts, my sister went for the first time to this location. The female at the front was rude to begin with and charged a no show fee for someone elses lateness/ no show. This news was upsetting to myself and my sister because they didnt even bother hearing my sister out. Had I known this is how she should be treated I would have never purchashed anything. Even threatened to call the police on her the next day because she hadnt yet called with the payment for the no show fee for my mother! That was embarrasing needless to say! My sister was not prepared to pay any fee for anyone else on that day. First and last time customers and to think we were hoping to become members even went as far as recommending your place prior to this incident. Thanks but no thanks

I purchased a membership last July 2016 mainly for facials with the occasional massage. The services from the technicians Nikki and Peggy were great for the times I had service. However, since getting the membership I have not been able to use the services as much as Id like. The main issue for this is the constant rescheduling of appointments when appointments have already been confirmed. Whats super frustrating is they call the day before service to tell you they have a scheduling conflict which provides no time for the customer to adjust. This is a huge inconvenience and lends to either rescheduling for another day (if any are available) or canceling the appointment altogether, which is what usually happens. I think the last straw for me was when I used the online booking feature. Id used it once before and had no issue; however, this last time I was not contacted to confirm my appointment. I went online Friday, July 21, 2017, for a Sunday appointment, July 23, 2017. I went to ME on that Sunday anyway and requested to speak with the manager. After waiting for several minutes the manager finally came out from the office. I gave my name and told her that I booked an appointment online for today but was not contacted. She told me that she didnt show a booking for me. I then requested to cancel my membership. She asked for the reason which I told her was due to the inconvenience of having to reschedule confirmed appointments. She proceeded to review my account telling me she only found three rescheduled appointments. Not sure what/why her giving me that information had to do with me wanting to cancel my membership but okay thanks for the information. The fact that I had any rescheduled appointments proved my reason. When I inquired further about my online booking she said that they recommend to its clients to call for appointments and not to use this service because its not reliable. I told her that information was not conveyed to me, nor is it posted in the ME for clients to see. I suggested to her that if the service is unreliable why not remove it from the website. She responded that online booking is a companywide feature and not specific to franchises which her location was so it cannot be removed from the website. She further stated that only managers have access to review and schedule the online requests and in my case she was not in the office the Friday so my request was not processed. Lucky for me my one year membership expired in July. I have five unused services, which she explained would have to be used within 90 day after membership cancellation date. She said to avoid scheduling issues shed schedule my request personally. I made three appointments total for Saturday, August 5, 2017, in an effort to use up three of my five remaining sessions. I called ME Thursday afternoon, August 3, 2017, two days before my scheduled services, to move one of the appointments to Sunday and was told that they were glad I called because they have a scheduling conflict and two of my three appointments would need to be changed due to the office having just one esthetician. Again this just confirms that my choice to cancel my membership with this ME location was the best decision. I just hope theres no more changes before the rescheduled appointments because I really would like to use the services I already paid for. The only thing I find that it consistent with this ME location is the monthly billing. Trying to get a monthly appointment is a job in itself and very stressful which is the opposite of why you want to go there. I hope I get to use my remaining sessions before my 90 days are up but if this is any indication of things to come I dont have my hopes up.

Friendly, clean, and great service

Great

Wonderful