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Massage Envy Spa

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Reviews Therapeutic Massage, Massage Therapist, Spa Massage Envy Spa

Massage Envy Spa Reviews (127)

Hello,
I recently submitted a complaint regarding the Massage Envy in Hillsboro, OR. I have an update which really clears up a major misunderstanding regarding this situation, and, if possible, I would like to strike my complaint from the site and record:
Apparently, there was a database entry...

error as to where my credit card number was stored for my membership. It was not in the correct credit card field in my record and the front desk employee that contacted me was unaware of it this problem. Neither of us could figure it out and were both very frustrated with the situation, which lead to both of us losing our tempers a bit. I was able to contact the manager of the district and figure everything out. They heard my concerns and really worked with me to resolve this. I do not want to disparage their business for a simple data entry error that grew to a major misunderstanding.
Please let me know if this will be possible to remove and strike from the record, or just update with what actually happened behind the scenes.
Thanks,
[redacted]

I am rejecting this response becauseThe issue of concern in this matter is in regard to fraudulent billing practices. It seems that the response that I received from Massage envy merely focuses on their perception of my behavior in interacting with them about the complaint. While I admit I was upset about the matter; I would argue I had every right to be. This involved a large sum of money. I am the customer. The professionals in this matter (management staff) did not act professionally. While I am not proud of the fact that I got upset, I don't feel that this negates the fact that a professional from this store used profanity and yelled at me when I asked for reimbursement. I have absolutely nothing to hide and again, have the call recorded if anyone is interested in reviewing it. I'm sure you would be in agreement that the manager's behavior was abhorrent. Absolutely no efforts were made to resolve my concern. As soon as I made mention of reporting the fraud, the manager lost his temper and there was no more productive conversation. There were no discussions of making amends, any adjustments to my bill. There were no efforts to even contact me beyond the terms of my contract to inform me that I was being billed monthly for a service that I was not receiving. Note that I have not changed my phone number in over 10 years. Even after I contacted the corporate office, I did not receive any response back despite their claim that all concerns would be answered within 48 hours. In the end, I signed a 12 month contract with Massage Envy which I fulfilled. Any money that was withdrawn from my partner's account beyond that was done in a fraudulent way and I am requesting reimbursement in full. While the way I was treated was unacceptable, it is a secondary concern to being cheated out of such a large amount of money. Thank you for your time, [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by...

choosing to accept the business response that my complaint will be closed as resolved.  However, I wish to note that the business has continued to blame this issue on their vendor, which I agree is the root cause.  However, this was allowed to drag out for more than three months after I repeatedly brought it to their attention and their management has not taken responsibility or accountability for that.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
 
[redacted]

Massage Envy is membership based, at the time of signing
up each client has verbally gone over...

the terms of the agrrement in depth. If the client
decides the start the wellness program they sign and agree to all the
stipulations. Each client is also handed a copy of their agreement that they
signed off on to keep in their personal records to reference.

[redacted] is all set, she used all her remaining hours available to her, and her membership has been cancelled.

We reached out to the collection agency and ended the collection on her account

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I froze my membership & my mother's because I didn't want to be charged for another session until this matter is resolved. The manager/owner is falsely accusing me of saying that the message therapist took my glasses which is untrue. I have a great relationship with the therapist who is visually impaired, my own mother is & that's why she can't drive herself to the sessions. I no longer feel safe going to an establishment where the owner is so viotile. I'd like my membership & my mother's to be canceled. A massage should be a relaxing experience & dealing with the owner in this spa has caused me a lot of distress. I'd like for the video to be submitted to the Revdex.com that he is referring to because he is lying & I know the video will prove this.Thank you.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I froze my membership & my mother's because I didn't want to be charged for another session until this matter is resolved. The manager/owner is falsely accusing me of saying that the message therapist took my glasses which is untrue. I have a great relationship with the therapist who is visually impaired, my own mother is & that's why she can't drive herself to the sessions. I no longer feel safe going to an establishment where the owner is so viotile. I'd like my membership & my mother's to be canceled. A massage should be a relaxing experience & dealing with the owner in this spa has caused me a lot of distress. I'd like for the video to be submitted to the Revdex.com that he is referring to because he is lying & I know the video will prove this.
Thank you.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]

I would like to address the complaint by Mr. [redacted].  He is a member at our Hillsboro location.  His membership dues are owed on the 12th of every month and give the member access to discounted services at over 1,100 location nationwide.  With the membership dues we gift the member a...

1 hour session each month that can be used toward a massage, or a facial.  If the hour is not used, the hours are allowed to accrue.  However, the membership can only be used when active.  If a member misses a dues payment, the payment must be made before they can utilize the membership again.  Mr. [redacted] initialed and signed a membership agreement with me on December 12, 2015 where all of this was explained. The agreement is attached. However, one portion of the agreement has changed.  When he signed his membership agreement it stated that when canceling the membership he would have 30 days to use any remaining membership massages.  That policy has actually changed and he now has 60 days to use any remaining sessions. In regard to his statement that he was receiving calls 'daily', and 'several times a day'; we attempted to contact Mr. [redacted] eleven times between January 20th and February 15, 2017, when Front Desk Associate Andrew spoke to him by phone at 1:21pm.  Mr [redacted] had called our location to make an appointment for his wife, but did not have his credit card information in order to bring his membership current.  He stated that he would call us back to bring the membership current.  There was no return phone call.  Moreover, Mr. [redacted]'s phone was disconnected on February 16, 2017 and the next time we had contact with him was not until April, when he called our location.  Therefore, it is clear that not only were we not calling daily, or even multiple times per day.     Mr. [redacted] did speak with Front Desk Staff by phone on April 10, 2017 where he made two payments, bringing his membership current.  He then spoke with Assistant Manager Saleena by phone on April 14, 2017.  Mr. [redacted] had another dues payment that was due on the 12th that had not processed.  He had just made two monthly payments to bring his account current, but was unaware that he was almost three months past due and another payment would be due a couple of days later. At that time Saleena did work with him extensively to assist him with his financial issues by seeking approval to waive the most recent past due payment, to make things easier on him. This is very rarely done and shows the level of customer service being extended to Mr. [redacted].  Finally, Mr. [redacted] states that when he tries to book an appointment, he is unable to book for '3-4 weeks out'.  This is simply untrue.  We regularly have same day appointments available for members for both massage and facials. Moreover, we definitely had appointments for massage both on April 10th and 14th, when he was speaking to us by phone.   In closing, Mr. [redacted] has not been given any incorrect information outside of his membership agreement.  The only change is the extra 30 days he has to use his membership sessions upon cancellation, which is obviously in his favor.  This location has appointments available daily for him to use his sessions, as long as his membership is active.  Additionally, we have gone as far as to waive a monthly membership dues payment to help him financially.  Since his membership is now current, he should have no trouble booking appointments to use his membership massage sessions.  He is welcome to call us with any further questions.   Thank you, Charlie R[redacted]

Complaint: [redacted]
I am rejecting this response because:the membership agreement I signed was for 1 year and I continually called massage envy about my concerns and spoke to a male manager who was supposed to contact me back and did not! I spoke to at least 5 people a d asked to suspend my account and they would not. I was willing to suspend my account for the summer months because I was away and continue my membership at a later date. They refused to suspend my account and I wasn't offered half price. It was either settle up or cancel so their collections dept would stop sending me letters. Of which I got 2 in1 day...still not sure how I can pay for 3 months in advance and they want to send me a collections letter. I have purchased many services for family members in the last couple years and referred my friends to the establishment. If Massage Envy doesn't care about my business because they feel I owe them 59.99, then do be it!! I will make sure to tell everyone I know How they treated me. I cancelled my membership because I felt I had no other options and did not want to get another collections notices. I am very upset,  I feel cheated and I do not agree with how this situation was handled. I still want my 3 months of payments refunded so that I do not end this situation with anger. social media is a great outlet to voice my opinion. 
But if Massage Envy feels they need to keep my $179.97 and leave a very bad taste in my mouth then so be.
 
Sincerely,
[redacted]

Thank you for taking the time to provide us with feedback from one of our members and bring these issues to our attention.  Not only am I the manager here at Massage Envy Spa in [redacted] but I am also the person that signed [redacted] up for her membership, so I have a very clear knowledge about the...

events leading up to this complaint being submitted.  On January 7, 2015 [redacted] came in to have a facial after receiving a gift card.  [redacted] had been into our location two times prior to this visit.  She really enjoyed her experience and expressed interest in coming back.  At that time I took the opportunity to explain how our membership program works as it would allow her to come in more regularly at a savings.  After some careful thought [redacted] decided to sign up for a 12 month program.  I then carefully explained to her that she was agreeing to fulfill the 12 month term we had set up.  Four days later on January 11, 2015 [redacted] returned to Massage Envy Spa in [redacted] to have a massage with her husband.  At that time she asked me what options there were to have her husband also be able to use her membership as he was interested in getting massages more regularly but they did not want to set up a separate program.  At this time we worked out that I would make an exception to allow [redacted] to share the program here in [redacted] with her husband.  They both left that day happy and satisfied with the service they had received.  It was not until the beginning of March that we had any further communication with [redacted].  After reaching out to her about a payment issue she said she no longer wanted to be a member.  After this was brought to my attention I personally reached out to [redacted] four times throughout the month because I wanted to work out a resolution and answer any questions she had about her program.  I never heard back from [redacted].  I am still more than happy to work with [redacted] to come to a solution.  She should contact the clinic and ask to speak with me directly.

I am rejecting this response because:
When I called to complain for regarding my sisters appointment I understood she had so many days to use her massage I purchased for her. When I cancelled my membership I specifically asked I would lose my remaining massages and I was told I would still be able to use them and would not lose them. This is not a gym membership I don't join those for specific reasons because I know I will not utilize their services it would be. A waste of my money. When I sign the contract for this massage for 6 minutes the it was my intent to use every massage purchased. Again if I knew that I would lose over $120 in massage I would have come every weekend until I exhausted my remaining massages. I work in the world of sales and I know how specific things are left out and when the customer loses out for the person who dropped the ball and forgot to disclose all information until it was too late. I know what I was told and I would like what I'm owed and that is 3 massages. I will take the massage my sister never got as a loss but I want what I paid for. Please. Thanks.

Steer clear. I've been a member here from the first year they opened. The service has gone down hill. Difficult to get appointments, therapists change all the time, and really can get the sane one from one visit to the next. Result in large credit balance difficult to work off. Management never really tries to accommodate. If you cancel you're membership you have to us your credits in 30 days or lose them. This seems like a predatory practice.

Review: We come once a month to this spa and the service is automatically charge to a credit card on file with them. There was an extra charge on our credit card which they claimed, we authorized, to be used by someone which we do not even know about. When questioned, the Manager, insisted they cannot do something about the charge since we authorized it. We explained that we were obviously not the person that authorized it, that we did not get any calls from anyone asking us to authorized such transaction nor do we know the identity of the person that used our card for whatever service she/he received from the spa. The Manager was unable to supply us with the information on who processed the transaction, the verification number, etc., of the said transaction. Definitely needs some good customer service training and in the process we decided to cancel our membership. This was reported to our credit card company with the hope that they can do an investigation, which the Manager refused to conduct for us. Certainly a fraud or an error on their part which they refused to acknowledge.Desired Settlement: This company have the responsibility to protect our credit card from any fraudulent charges. They have to seek confirmation from the card owner if any service is being charge to the card other than agreed monthly charges. They must provide confirmation number and obtain verification of identity from the person authorizing the transaction. We need a refund on the charge made to our card that we never authorized. Improve customer service at this facility.

Business

Response:

[redacted] visited our Spa on 4/**/15 for a service and also that same day asked my sales associate to transfer a massage to her friend [redacted]. She also stated that she wanted to also pay for her upgraded enhanced therapy when she came in which is an additional cost. She stated to the sales associate that she did NOT want her friend to have to pay for any additional services. The massage was transferred at her request which put her in arrears for her own service for the month of April due to the membership massage transfer to her friend. Every month her membership dues includes one massage OR facial of which that massage was transferred to [redacted]. Upon speaking with her myself and explaining the process to he,r she denies the fact that she even knows who [redacted] is! I explained that we do not just charge credit cards because we don't even have the full credit card number stored in our computers. She requested the transfer and we accommodated her request.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because

Obviously it is not me who asked to transfer a service to a stranger. I have no connection to the person they are claiming I transferred the service to. It is their words against mine and if this is the case and this company gets its way, someone can just claim any service they provided and charge it to anyone's credit on file. I did not receive any confirmation of such transaction from them. The person who did this transaction must be investigated and the person that received their treatment must be questioned as well. This is an error on the part of this company and they refuse to acknowledge it.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, I have not been contacted by Massage Envy Spa regarding complaint ID [redacted].Sincerely,[redacted]

Review: On Saturday, November [redacted] I had a pre-natal massage as part of a monthly subscription I have with Spa Envy. As I entered my car I immediately realized that I had left my prescription sunglasses inside the massage room. I immediately went back in and asked if I could go back to the room to get my glasses. The manager said, "[redacted]" I then asked if they could have an employee go in seeing that they were a $350 pair of glasses & that I can't drive without them. The manager said if have to wait an hour for the session to be over. At this point I said I don't think you're being fair. I just came from a prenatal massage & I'm 21 weeks pregnant. I don't think I should have to wait an hour to get glasses that I can't drive without. The manager then responded, "[redacted]". The two ladies at the counter working there looked equally shocked as I was that he'd be so rude & disrespectful. When I got home I immediately emailed the hospitality department of Massage Envy to let them know how poorly I was treated & that I wanted my contract terminated with them as I no longer feel comfortable giving my money to such an unprofessional establishment. I also told them they need to cancel my mother's contract as she is disabled & I'm her only means of transportation to get there. It's been almost a week & I haven't heard back from them. I feel like an issue as serious as this should have been addressed immediately.Desired Settlement: I'd like both my contract & my mother's contract ([redacted]) canceled with Spa Envy immediately. I can't go to an establishment that is managed by someone so unprofessional & disrespectful.

Business

Response:

The business has responded. Please see below:This client spoke to one of our managers and froze her membership on November **, 2015 for 6 months, which was after her complaint was submitted to your organization. Therefore, unlike she mentions it in her letter, we did reach out to her to address her complaint and she decided to freeze her membership. Please note that we did look for her sun glasses in the massage room interrupting another client's massage and potentially creating another customer service issue at no fault of ours as we tried to accommodate client's X request. She also does not mention this fact in her complaint. We do have 2 witnesses present on staff who will confirm this fact and will confirm other facts about this incident. If anything, they looked shocked because of the disrespectful request and tone that client X had as she was being completely inconsidered to another client who was getting their massage at that time. We did not find client's X glasses in the massage room (!) or anywhere else in the spa. This client has no proof or evidence that any member of our staff took her sun glasses. Please also note that her therapist is visually impaired (completely blind) and could not have taken her glasses no matter where she left them in the room. Her therapist felt very offended, discrimi nated and personally hurt for being accused of such thing. Client X mentions that she reached out to Massage Envy "hospitality department" immediately upon arriving home. We did receive a notice from our support office but it was dated December *, 2015 not November ** as she claims she did (!). Please note that we have a security camera recording of the entire conversation that client X had with our manager and we are prepared to submit it to your attention as well as for the client's review to make sure that all facts of the conversation are captured accurately. Regards, Andrei K[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I froze my membership & my mother's because I didn't want to be charged for another session until this matter is resolved. The manager/owner is falsely accusing me of saying that the message therapist took my glasses which is untrue. I have a great relationship with the therapist who is visually impaired, my own mother is & that's why she can't drive herself to the sessions. I no longer feel safe going to an establishment where the owner is so viotile. I'd like my membership & my mother's to be canceled. A massage should be a relaxing experience & dealing with the owner in this spa has caused me a lot of distress. I'd like for the video to be submitted to the Revdex.com that he is referring to because he is lying & I know the video will prove this.Thank you.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The business has responded. Please see below:This client's and her mother's memberships were cancelled on 12/*/15, the day before she submitted her second complaint. Message were left on hers and her mother's numbers and proper notes were made by our staff in both files on that same date of 12/*/15.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I called Massage Envy in [redacted] yesterday May [redacted] to cancel my membership. I hadn't realized what I was signing up for the day I came in, it had been my first time there and I wasn't feeling well. I definitely do not usually sign up for services that charge my account automatically! The person I spoke to said I had been a member since January so I have 4 unused massages. She said I have to come in to cancel and that I could use my massages for 60 days after cancellation. I figured I'd book the 4 massages, since I had paid for them! To my surprise, she said they had no availability on any weekday evening for the next TWO months! The only times she was willing to give me was midday for a few weeks away, not an ideal time for a massage, which is supposed to be relaxing. I asked if she had morning appointments and she said she had none. At this point I realized that just like they had used sales pitches to get me to sign up, this was the kind of business that didn't keep to their word. How can a member not be able to use their PREPAID membership services?! Of course today I went in to the store to cancel immediately. When I got there the first think I asked was if there was availability for an appointment, just because I was curious if someone who walked in would be told there was. The salesgirl told me she had many evening appointments in the next few weeks. Once I was told that, I realized I really needed to stay away. Imagine my frustration when this salesgirl tells me, again contradicting what I was told on the phone, that I COULD NOT cancel my membership for TWELVE months! She said it was part of the contract. I offered to pay a cancellation fee, she said no. I have never heard of a membership being unable to be cancelled, even with a fee or waiting period!! I asked to speak to a manager, so she answered "They are in meetings". When she saw I was getting upset she went to call another employee who was talking to some people RIGHT THERE in the lobby. This was apparently the manager and this was her "meetings". The manager told me that I could not cancel. She offered to freeze my account. I explained very clearly that freezing my account would not help me. I was not happy with this business and I didn't want to be charged at all, why would delaying it for six months help?! She then pulled out the contract that I had signed to show me that I had signed that I could not cancel for six months. She said it was written clearly, but it took her a few minutes to find it. In very small print. I explained again that I really need to cancel and can she please figure out a way I can. She then told me again how I can freeze the account. She actually kept repeating this even though I kept saying that that is not what I want to do. I was really upset at this point. I asked to speak to an owner and she said she couldn't give me any more information and that she is the only person I can speak with. Each person I spoke to the past two days gave me more reason to STAY AWAY from this business. I would never want to be a member in a place that does not operate honestly.Desired Settlement: I would like my membership cancelled and the past four months of unused services reimbursed.

Business

Response:

The business has responded. Please see below:A signed copy of the membership agreement is given to each member upon enrolling in the program. This agreement explains all terms of the agreement. We did speak with this member on 5.*.15, and will be reaching out to her again today to find a fair solution.

Review: My husband and I, [redacted] and [redacted] respectively, have been UNVALUED customers of Massage Envy of Nanuet #830 for over 2 years. Within those two years we had not been able to use our monthly pre-paid massages accruing close to 10 at one time because every time we tried to make an appointment there was NONE available. In [redacted] of 2013, we froze our accounts for 6 months since I was having surgery and anytime we wanted to make an appointment there was no openings so rather than continue paying for something we couldn’t use anyway we would be liberated for 6 months. On a few instances when we tried to book an appointment prior to our freezing our accounts the receptionist laughed at my husband. I find nothing funny with your corporation taking my money every month but me not be able to get a service for it. We were also notified that we could go to another location, which I know because I have more than a 2nd grade reading level, but I chose Nanuet to be my home location because it is 13.72 miles from my home. I was being told that there is other location such as the one in Ramsey #218, which is 27.05 miles and in a totally different state from my house and most recently I was told I could go to Monroe #962 which is 16.64 miles and in another county. We are well aware that we can go to other locations I’m not stupid and honestly find it offensive but with gas being $4.00 a gallon and unless you feel like paying it for me my home location should be able to accommodate their customers, especially since I have been their customer since they opened their doors. Our accounts were unfrozen last weekend [redacted]/2013 but according to someone who was working on Thursday night ([redacted]2013), she honestly had no idea what she was talking about, around 9:35pm in Nanuet our accounts were still frozen. I also asked her if we would have 30 days to use the remaining massages we have accrued and she said “Yeah!!!” Have you trained your employees on your own contract because that is not the case according to the lawyer I had look at your contract. You have 30 days to what would have been your next EFT payment to use those massages, so nice try in deceiving the public. When I went to cancel my account today in Nanuet, [redacted]2013, my account was on suspension because of nonpayment. According to the girl I spoke to on Thursday I was still frozen until the [redacted] and therefore I shouldn’t have been in suspension and now needed to pay one more months fees to cancel my account. I try to get a corporate phone number since I’m furious at what is happening here, and am told its on the website, which it is not, and I tell the person I am speaking to that and they tell me “I’m not allowed to give that out.” I was told that I would have a manager call me today, Emily was the name I was given. I went back to see if she had come in as she was supposed to come within the hour and I had been gone for almost an hour and half but to my dismay she was not there, nor has she even called me to say anything about the situation at hand. Which as any person who has any sense of business should know that if you have a customer who is upset or has an issue you could at least show them the respect of calling them back, but I’m sure being fresh out of high school you probably wouldn’t know that yet. While scheduling appointments to get rid of the 8.5 and 7.5(respectively) appointments we have left one of the employees behind the desk, [redacted], was talking to a massage therapist about how working at Massage Envy in Nanuet is horrible and that she keeps telling them they need to hire more people and that she hates working there and that she is thinking about quitting. She also stated that they need her more than she needs them. It’s funny to me that even the employee doesn’t want to work there.

Business

Response:

This client has been spoken to by both the manager and the owner of this location. The client was very upset about a miscommunication, which has since been resolved and she is happily enjoying the remainder of her services.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is as satisfactory to me as it could get and the matter has been resolved but their business practices haven't changed. Although I am able to use my services it wasn't without aggrivation. Although I never spoke to the manager just the owner.

Sincerely,

Review: I purchased my dad a gift card entitling him to 3 massages in a three month time period. When he went in for his second massage he immediately made the appointment for his third massage. The Massage Envy employee made no reference to third appointment being out of the three month window. When the company called the day before the appointment to confirm his attendance they advised him that he would be charged full price for the massage because it was out if the three month window. This was the very first mention that there was a problem with the appointment. By failing to tell my dad in a timely fashion they precluded him from rescheduling the massage in the appropriate time frame. They will not honor the third massage now, although it was already paid for in full. Furthermore, they attempted to charge him full price for cancellation of the massage. Essentially, they wanted to be paid TWICE for a massage they will not honor.Desired Settlement: I would like Massage Envy to honor the third pre-paid massage since they did not advise him in a timely fashion that his third appointment was outside the three month window.

Business

Response:

We have reached out to this client same day we received the letter. We offered them to come back within the next week an we will honor the last session they had.

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Description: MASSAGE THERAPEUTIC

Address: 3265 W Market St # 774, Akron, Ohio, United States, 44333-3334

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