I had an appointment that they rescheduled and I was understanding. I changed my plans around and came in for the time they gave me. They checked me in took my gift card with no problem. When I was on the table they told me I won’t be able to get a massage due to a stuffy nose. I explained I have allergies year around. Not to mention the smoke right now doesn’t help. They told me I didn’t fill out the covid question that I knew nothing about. I had spoke to 2 people before my appointment and checked my text and nothing was said about it. I offered to show them my vaccination card or contact my DR. I also asked the therapist about wearing my mask she said when your laying on your stomach you don’t have too so I did everything I could to work with them. I asked for money back because I always have allergies and would not be able to use my gift card. We don’t live close so I don’t want to risk driving in again. I was basically told no and offered no other solutions. I know we are in a pandemic (since the lady thought she needed to point that out) and try to be understand. I feel like if you offer a service that can’t be provided a refund not a coupon is a reasonable request.

Unfortunately, when I am on the table getting the actual massage or facial they do a great job, but getting there is the problem. The quality of the work is good. The problem is actually getting in because the people they have working there are so unreliable that they cancel or reschedule appointments constantly. Sometimes they don’t even have the decency to give you a prior notice so they wait until you’re in the parking lot checking in for your appointment to tell you that the therapist didn’t show up for work today. Most of the time they do call, but the fact that every single appointment I’ve had lately has been canceled or rescheduled is ridiculous. Then when you try to reschedule they have nothing available. So here I am with a monthly membership that I pay for every month and I have eight credits built up in my account because I can never get in to use them. Can’t cancel the membership because then you lose your credits so you just have to keep paying into it and building up the credit but they won’t let you use them because they always cancel or reschedule appointments. It’s never the same excuse either. I’ve heard their car broke down, they were sick, they just didn’t feel good, they don’t know they just didn’t show up, and twice the same therapist canceled because of family emergencies. Very Poor communication, poor customer service, severe lack of professionalism, and they do not know how to treat customers at all.

So I have been a member for years I use to get a massage every week needless to say I’ve spent a lot of money at massage envy. So with the last year or so they can’t seem to keep good massage therapists also management is never there I was able to talk to a madalyn today who hung up on me…. I asked for her bosses information she said she doesn’t have a boss well I think the owner is a boss or maybe whoever that is doesn’t care how their business is run???

Very clean, front desk is courteous and attentive. The separate Tranquility Room (waiting room) is a nice feature that is distinguishing from other massage clinics, and provides a more secure, comfortable feel while waiting either to be called or for a friend to come back from their massage. The free water, tea, and coffee is a nice touch as well.

I love my therapist, who shall remain nameless so that it is a little easier to book them. I think that the cost for add-on bits and bobs is a little annoying so Im getting away from adding the aromatherapy enhancement. Love the hot towel though. The reception check in and out process has improved so it is easier to get in a massage on an 1.5 hr lunch break. I have a membership, which is really the best bang for your buck, and will definitely be going back.

The atmosphere of the waiting room by far sets them apart from other Massage Envies along with the friendly staff at the front desk. I always feel like I’m walking into a spa rather than a doctor’s office (which is the feeling I’ve received at other locations). I haven’t had a bad massage yet either.

Ive had remarkable experiences here at Massage Envy in Kennewick and in other clinics around Washington state. I really enjoy getting facials and have had them here from both their estheticians, Kristin and Mimi; in every occasion I was satisfied. As far as massage goes, I do them therapeutically and really appreciate their therapists knowledge, professionalism, and ability to have me feeling one-hundred percent.Not to mention the staff at the desk is always welcoming, opening doors for me, and by now have gone as far as remembering which tea I like and prepare it for me. Ive had questions/concerns regarding the account I have with them and always they get back to me with helpful advise, direction, and answers.Would highly recommend this clinic! If ever you become a member, listen and understand the terms. The program they have is great and affordable, despite reviews that say otherwise.

Highly recommend this place!! Very clean and friendly staff! My wife and I loved the massage and we will definitely be back.

Absolutely amazing! I had an appointment with Dorian and he was wonderful. Very respectful and attentive. I would 100% recommend coming here!

Just ended as 6 year membership with them

I do not recommend for a prenatal massage. Unless you want to be on your back the entire time, except for the last 10 minutes. By the end of the massage I was in more pain then when I went in. I mentioned two specific target areas and only one was massaged. Staff was very friendly. This was just not the relaxing and comfortable experience I was hoping for.

Problem is if you find someone you like, odds are theyll get hired away by someone else. Really hard to find quality and if you do, theyre always booked. It was awesome when they opened. Now, Im hoping to chew through my built up massages (because never use) and cancel.Friendly front desk.

Massage Envy has an incredible atmosphere with wonderful, fun loving staff. All of the staff at Massage Envy do everything in their power to take care of you while you are with them. I love the benefits of the membership and I am incredibly pleased with how well therapists and estheticians customized to my needs.

As far as the location goes I think it is always nice and clean. I honestly have not got a massage by every single person yet, but the ones I did work with were mediocre at best, but are young and probably have potential. The girls at the from desk however, give the entire place a bad image. I believe the girl I dealt with, Allison, or Alyssa, was disgustingly rude. I don’t know if she was just in a hurry to get done or what but she was mumbling profanity under her breath, and being very short with me. All in all I give Massage Envy (at least this particular location 2/5 stars).. This place could be great with a better team!

Such a clean, calm, comfortable environment. Very relaxing and well appointed. Services were outstanding in delivery. They missed a 5 star because the pressure to buy a membership at the end kind of spoils it.

It was amazing. The staff was very friendly. I went in nervous because it was my first massage and they made sure I was relaxed and knew what was going on. I highly recommend massage envy. I left feeling 100% better.

Im from out of state and working in Tri-Cities for a week. Called to see if I could get an appointment. There was one open two evenings later at 9pm, but apparently I cant have it because Im not local. Or Im new. Very little explanation other than its the last one that evening, and its unfortunate, sorry.What? Theres NO way I can work it out in the next two days and have an appointment?Is this because I cant be expected to buy a membership? Just a thought: there may be people from out of town who will occasionally need massage...I guess it will be sought elsewhere? Confused, and I guess Ill keep searching.

Good therapists-poor service. There seems to be a revolving door of front desk staff. So you get pleasant but poorly trained interactions. Good luck making an appointment on the phone. Usually goes to voicemail and I get a return call less than half of the time.An example: twice, over the last six months, I’ve stood at the counter and made an appointment. However, when I arrived at the appointed time, I got a blank look response “You’re not on the schedule.”I’ve visited dozens of franchise locations of Massage Envy and have not experienced such a lack of service at any other site.Disappointed in local franchise owners lack of quality control.

Great relaxing experience, aromatherapy, massage, stretching. If you need to unwind from a hard week of work, these people know how to pamper.

Didn’t want a male therapist for our couples massage so we rescheduled. When it came to our massage day two men walked in. Not happy at all. Not easy to relax when you have people coming in and out of the waiting room. Also my massage therapist kept talking to me through the massage. Never worked on the main spot I asked to be worked on. Won’t be going back.

Three massages in a row that i did not enjoy. Called to cancel and i was informed that i did not meet the requirements to cancel and that i would be forced to pay out the rest of the 12 month contract. I recommend to not starting an account. Stay local and avoid this business. also was not offered an option to merge accounts between me and my spouse. So we both now pay $57 a month. I will delete this bad review when they call and cancel my account for me. And reimburse me for the last 2 months that i was forced to pay and did not receive their services.

I have used 4 different masseuses at the Kennewick ME and found the best one for me today, Grace. I was also very relaxed due to a facial I received from Kristin in the previous hour.

Love this Clinic !! My services are always amazing, The front desk staff goes above and beyond for me the entire time Im there. I never leaving wishing i had gotten something more!! Will continue to recommend them to everyone I know! But dont take my word for it .... Go check them out for yourself

Love going and getting massages there!! My masseuse listens to what I would like done and the pressure is just right and she always checks to make sure its not to much or to little.

This is the greatest place! When I come here I know that I am going to be taken care of. The front desk staff is fantastic and the esthetician and massage therapists are even better!!

Jack is the man if you have something wrong and want it fixed. He is legit. He is one of the few therapists I have found that will fix the issue instead of you walking out with a knot still under your sholder blade and feeling like you just paid for a nap.

I went in a year ago I was told it wasnt a contract with in three months I was fed up with their poor customer service. Then finally after the year I told them I wanted to cancel they said I had to go in and sign something I called them so I can make an appointment to finish my points they scheduled my appointment and then called me back and told me the people were not going to be able to make the appointment and told me I didnt have to go in and sign any paperwork. I called again to schedule and appointment after I had cancelled and they said I was passed due and wasnt able to get an appointment or cancel until I paid them. I told the lady that they told me I didnt have to go in and she said that they didnt know what they were saying.

Such a nice, relaxing place to go. Loved my dual service! A 90 minute massage followed by a 90 minute facial....amazing!

I have been to many spas in my life. I decided to become a member there a couple of years ago. Most of the time my experience had been good. Kristen and Mercedes are great employees there. I decided to end my membership for personal reasons. I had 5 or 6 credits to use within 60 days! I got most of them used. My point is, I feel like this place intentionally doesn’t tell you about little up charges when you go to use your credits. Management and the front desk employees tell you...well it states clearly in the fine print that there is a charge. The last day to use my credits, yesterday, I was charged for the upcharge ($22) that I didn’t know going in. I mean...how many of us really read the fine print of all the brochures? I said okay on that charge. So when I went home, I looked at my online banking....Massage Envy charged another charge of $23. So I call them. Manager calls me back and says there was a “glitch” in the system...then she says I was dbl charged. If I was dbl charged then why wasn’t it $22? I would have understood that! That made sense. But not the different amount. Someone want a little something on the side?? I just had a really uneasy feeling about the way they do business. The management there has a condescending attitude towards their clients. I experienced it when I went in to cancel my membership and today when they called back. My advice to anyone going there...read the fine print! Because they won’t tell you all the costs. I would have been fine with them being upfront with me but they weren’t. Probably won’t ever go there again. Nouveau is much classier and they offer alot more services. Beware at Massage Envy!!

Fantastic owners!! The staff makes you feel welcomed and important. They definitely appreciate your business.

I love this place, I feel so great after Im done! They treat me so well.

Hit and miss with massage therapists. You have to find one you like.

Lost my last pre-paid massage due to being 3 days late. Thats, okay because its the contract. Its a lousy contract when it was a gift card. Had to pay extra on top of the gift card to get the massages too. Also, they expect a tip on top of the $60 per massage. Each massage I had ended very abruptly due to time being up (felt unnatural each time). And the waiting calming room has a constant clicking noise coming from the fake fire place that increased my headache (I let them know on first visit but was not addressed) . The massage therapists were decent and friendly.

Wasn’t pleased w customer service. Had to wait on phone forever(45)mins. My massage was one of the worst.

Tough to get in with a consistent masseuse. Limited hours and therapists have made it less convenient.

What a rip off! I paid for 12 massages and only used 7 and because I didnt use 5 in 30 days, I lose them.Lousy business! Dont sign up for any commitments. You pay and pay for nothing.

Employees are great. But the contract cancellation process really sucks. Employees cant cancel. ONLY THE MANAGER CAN! And it is almost impossible to get ahold of her. Left a cancelation request and waited for a call back. Due to fact out of office for 4 days. No call. Called multiple times no manager. Finally a call back after two billing cycles have passed. SORRY NO REFUND. There was nothing noting a cancelation request in the system and never had voicemails...convenient. Apparently she is the top of the call list. So what she says is it. It may have been easier to cancel the credit card. That Im sure would have gotten me a call sooner. I will continue to look for someone higher on the food chain. PS all she does is send out an email with a form to fill out. But it can only be done by the Manager who never gets back to you. Too difficult for the employees or a way to get another billing cycle or two in. So sign up at your own risk.

This is by far the worst business scam there is. I would never give then your credit information cause they will just automatically charge it and then tie you into a 1 year contract that you cannot back out of. Even if you move away. I literally called 10 times and every time they said a manager would get back to me and it they never did. After billing me for an entir year I was finally able to go in and talk to a real manager who would t refund me but just give me 10 massages that I already paid for. Then when I t iced to call and schedule the staff again was asking for my credit card information I said no way because they just charge you. I also told them the massages where all paid for anyways so if I no showed then they should just get take one of the 10 massages they owed me off my list. The gay guy wouldnt do it. Said it was company policy and when I asked for a manager he said they would be gone for 2 weeks because there always gone. Dont believe or trust this business its a scam and if you read or google them you will find out they got a class action suit against them and they lost because they where doing illegal stuff like they did to me.

Loved it my first time ever getting a message they make you feel welcome and explain everything

Only been there once but man cant wait to go back I give it a five star rating staff is wonderful and very polite and very respectful and professional....had a blast.. in need of a massage this is the place to go 😀

I go to Tom at the Kennewick Massage Envy. He does great deep tissue massage.

Had a good massage. Front desk gal had quite the attitude.

Massage Envy is great and the therapists do there best customize the massage to you specific needs!

Massage envy is a scam. STUPID policies that dont allow any flexibility in the membership. Their therapists are smokers and they stink.

Massage Envy in Kennewick has terrible customer service and by phone verbally admitted that they have issues in their handling of billing and freezes, but are still refusing to correct this issue and believe its ok to pick and choose when and when not to charge people for memberships. I am not the only person who has had billing issues per reviews I have read and this is the SECOND time I have had billing issues with them surrounding a freeze.I spoke with 4 people at the local branch and they all refuse to issue a refund when there was absolutely no reason they should have not charged for 2 months and then just decided to charge without warning in November. One person even refused to speak with me because she didnt want to get in the middle of it. ...I talked with people at the regional/ corporate office in Arizona twice now and the first time I was told a Kennewick Franchise manager or owner would be in touch to correct the problem within 48 hours /2 business days. That was last Friday. Never got a call back and I had to call the number at regional/corporate office on Thursday and got another call back stating Id get a call back in 48 hours. This time I did get a call back (this evening) and almost 2 weeks after the charge, but was yet again refused a refund.Ive now left a message at the corporate/regional number in Arizona *again*, as I was told if the local branch wouldnt correct it to call them back and they would handle it directly. Lets see if they honor that promise since all others have not been.When I filed the One Month Freeze request, I was advised that my membership ended in September. No one mentioned a cancellation form on a the phone when discussing the Freeze and end of membership.The paperwork said freeze from 8/26-9/26.All previous charges show up on the 29/30th of every month.I have paperwork copies of all the above.That being said, If I was going to be charged I should have been charged 9/29 or 9/30. As the dates on the paperwork show that the Freeze lifted on 9/26.Instead ... they did not charge in September or in October. But instead chose to charge without notice and without any dates supporting the charge, in November.I wonder how many people out there would be ok with this behavior from a business if it had been them.

Miguel is awesome!! This is the best deep tissue massage I have ever gotten!! & very kind and discreet!!

I love seeing Tom and Mimi for my regular massage and facial (respectively) services. :)

I set up a morning appointment. Show up on time and no one is there at the building. Highly unprofessional when staff cannot be trained adequately to make a single appointment. Wont be returning. Lost a customer.

Great staff. Very relaxing

Professional and polite. Massage to fit your health issues

Great experience here!! wonderful staff and they are so helpful with explaining the membership!

This place is heaven wonderful heaven on earth !

This place is a real joke! They charge for this and charge for that before you even get there. Then they try and charge you double! I will never recommend this messed up place to anyone I know! They dont work with you and dont care about their customers! Such a disgrace, and pathetic excuse for a business!

Very rude and unprofessional, dont waste your money here. You wont get it back.

Best place on earth...to make you feel like youre in Heaven !

Bright atmosphere and friendly front desk, knowledgeable staff.

Jack was amaing. Had a much better experience at this location then at those in califoria. I love this place and am totally going back! (Well im a memeber so i guess i better go back)

Great experience.,. Professional staff.. I will be going back

Its very professional, clean and the staff are amazing and friendly

Was best massage Ive ever had

It is very nice place for massage

Love massage envy!

Not great. I paid 100 for a chemical peel and never peeled. They were shoving a membership down my throat it was horrible. I must have said no at least 4 times.

Have been unable to contact them by website or phone. Have been trying for a couple days to schedule an appointment and they have neither answered nor returned any communications.

Place is closed, called in Twice at 8PM nobody answered drove by at 8:20 and the place was locked- update your hours

This is THE PLACE to get a massage!!

My favorite event!

Wouldnt recommend.

Awesome manager!!

Going back today

Heavenly

Ask for Stephanie