Massage Envy

I love this location the staff is fantastic. I have been dealing with chronic pain for 24 years. I have had several major surgeries in recent years. I have not been able to walk my dog or do other things i love dearly as much as I would like to be able to. After my last massage I was able to walk my dog three times further than I am usually able to. I was also able to start lifting again. Thank you thank you thank you.

The front desk girl Tricia was very friendly, knowledgeable & answered all my questions about the membership program at your location. I am excited as I signed up with her.

Dont sign up for annual membership. It is fraud. I wasnt using up massages every month .. have 6 massages left with a month to go for renewal , so cancelled. They are not letting me use my remaining 6 massages. I was rescheduled 5 times so far with different excuses. Twice after I showed up for the appointment. It was that brazen.

Massage Envy memberships have rules set by corporate, but at PCRK Group-owned locations (like Lake Zurich), they go a step further: once you pick a PCRK “home location,” you can’t transfer it to a different franchisee. Even managers can’t help only PCRK corporate/HR controls this and Massage Envy corporate allows them to operate this way. This means certain things can’t be done at your preferred location that you physically go into. You have to call your old location. They will down play this and make it sound convenient and they’re only here to help which they are, at the front desk. But sometimes when you’re physically in front of somebody, you just wanna get something done and not have to call.

Be aware of how the membership works: if you cancel, all banked services are lost. Gifting a service costs a $10 transfer fee, and if you cancel before your friend/family redeems it, the service disappears. You can only gift once per month, and the same person only once every six months. During COVID, Massage Envy corporate refused to suspend memberships, leaving members stuck paying while piling up unused services that has taken years to use what you paid for.

The staff and therapists at Lake Zurich and all the locations I have been too have been excellent this is not about them. The issue is PCRK’s policies and corporate’s willingness to let them stand. In IL, PCRK also owns Darien/Downers Grove, Elmhurst, Geneva Commons, Mount Prospect, three Naperville locations, North Aurora, Northbrook, Oswego, Palatine, Vernon Hills, Wheaton, and Wilmette. If you sign up at any of these locations, know what you’re committing to.

So difficult to schedule two appointments at the same time to make this a fun experience with friends.
Made the appointment two months ago.
For my friend and I to have massages for 60 minutes at 5 pm on a Saturday.

They failed to put it into the system properly.

When I called to let them know that only one appointment (for my guest who is visiting from out of town) appeared on the schedule they basically said too bad, sorry not sorry- can’t help you- would I like to have my friend come at 5 and I come at 1.

No apologies, no corrective action.

This place is a money grab - the subscription model is basically a marriage you can never get out of without losing several hundreds of dollars because they never have enough appointments for all of their people to really come once a month.

Don’t waste your time or your money.

Also, this message should serve as proof that I called and canceled my guests appointment- because I have no doubt they will try to charge me after the fact for a no show.

Some good some bad. Overall it is what it is. It should be emergency place if other places around are not available

I don’t know how the average is so high with all of the low reviews. This place is a corporate scam. They just want to hook you into a contract and then try to not let you out. The place is not as relaxing and nice as a spa massage but not as helpful and knowledgeable as a therapeutic massage. The in between is fine but not worth the terrible customer service.

Friendly staff, nice atmosphere. Massage and facials are great

Terrible place been a customer fora long time and it is now dirty and noisy

I’m giving this 2 star and not 1 because I don’t want to reflect the action on the staff who have been very helpful, but rather the management of this location. They are absent, non responsive, and honestly don’t care about their customers or business apparently. I’ve been trying to reach them to cancel my membership for 3 months. I’ve suspended my account and blocked the credit card. I’ve left the manager tons of messages and can only do that through front desk. They are apologetic and definitely have expressed their regret and frustration in not being able to help me because the manager owns this step. I’ve completed forms they sent me and I’ve followed up numerous times and she, the manager, still has not done anything about it. Also apparently they are hardly ever at the business so can never get passed on to her directly. A manager that doesn’t want to speak to customers. I’m starting to believe that this is a tactic to not show cancellations on her reviews by the franchise. I just called yet again and left another urgent request to cancel. I don’t even care if she calls me at this point. I just want my membership cancelled. Didn’t this franchise get a class action lawsuit in the last 2 years about something they were doing to customers?