Sina was amazing i got my first facial and she recommended me a cleansing plan, got alot of much needed information as well
Margaux Flood
Apr 2026
I was incorrectly charged for a tip calculated on a much higher priced service than the one I actually received, two times. When I pointed out the error, the front desk employee refused to correct the charge or issue a refund.
What made this situation especially aggregious was her behavior throughout the interaction. Rather than addressing a straightforward billing mistake, she responded with blatant disrespect: rolling her eyes, sighing loudly, and speaking to me in a condescending tone in front of other customers. She refused to admit her mistake and made several antagonistic comments implying I'm stupid and that I should have known I was going to get charged for something almost double my service price?
Instead of attempting to resolve the issue, she escalated it and created a scene, which reflects incredibly poorly on the level of training and oversight at this location.
When I asked for her name so I could document the interaction, she refused to provide it. Her lack of accountability for her poor behavior should not only concern management but now reflects negatively on the entire front desk staff, not just one individual.
Being treated like this in exchange for a mid massage is in no way worth it and will not be returning.
I hope management addresses both the incorrect charge and the conduct of their staff moving forward.
Joe D
Mar 2026
Beware of signing up for a yearly membership. Even after the membership is up they make cancellation complete nightmare. Doesn’t matter if you have many credits. They don’t care. I’ve extended over the year. I call and request a simple cancellation im on month to month. My billing cycle is 5 days away…. Plenty of time. What do they say oh well it takes the system 10 days to process so you’ll be billed another month. They literally don’t care how they stick it to you. BUYERS BEWARE once you sign they find ways to continue to make the process a pain. I’d give 0 stars if I could. I’ve requested to speak with a manager. Never receive a call. It’s obvious they have there system to work against the end user. It’s shady. If this isn’t resolved, I’ll continue to voice my frustrations publicly within my Virginia network.
Adam Meyers
Feb 2026
The massage therapist themselves are fine.
That said, their business model is a trap and they make it extremely difficult to cancel a membership. I called today to cancel my membership. I was told I cannot cancel until the manager calls me at an undisclosed time and that it will be in roughly a week. I explained that I was requesting today to be the effective date for cancellation. They said they would not honor this until I speak to their manager. I requested to speak with the manager today. They told me it would be a week before I could speak to them. The staff member I was speaking to became extremely rude using an unprofessional tone and elevating her voice. I expressed that I did not like how the staff member was treating me. She replied by telling me that she did not like how I was speaking to her and she hung up on me.
I will be contacting my credit card company to refuse payment via consumer rights.
Tashia Craft
Feb 2026
Horrible experience on Valentines Day!! My husband and I were going to get massages, but he decided he still didn't want his first massage ever, so they said they would cancel it with a 50% cancelation fee. I still went ahead with mine, which was to include hot rocks. I went back to the room and the therapist, Sarah stated she was uncomfortable doing hot rocks on me. I explained I wanted that service and have had many massages at ME as she could see from my history, she still wouldn't that service for me. I asked if another therapist was available, like the one that would've done my husband, but of course no one was available ( it's Valentines Day!!) So, I still needed a massage, and bad idea with this therapist. I had to ask for my level to be lightened four different times and she barely moved her hands, which was way different than any therapist I've had in the 15 years with Massage Envy. After the session, I then had a pushy sales person, of which I said, no not today, over 3 times. I left feeling worse than when I went in, and shortly after that, they charged my husband the full price for his massage which was supposed to be half price per their statement to us. I will never go to this location again!! Beware first timers, don't go to this location!!
Sharon Ruffin
Feb 2026
Sabrina is awesome! She is both knowledgeable and professional.
Maggie D
Jan 2026
Do not sign up for a membership at this location!!!
Shady business practices and awful customer service. Like MANY others have warned… it will be impossible to cancel your membership (even month to month contracts), resulting in several charges. I damn near became an Olympic gymnast with the amount of hoops I had to jump through to finally have them send me a cancellation form. They will play dumb and say they don’t know what happened, but what happened is that they don’t follow up on any cancellation requests and make it impossible to process a cancellation without a manager, who will be impossible to get in contact with. Their front desk gives incorrect information on how to cancel and then the manager says they can’t process a cancellation without a written request when the front desk told me the next step to cancelling would be for a manager to call me. The manager called, my phone rang once and as I answered I heard the phone hang up… I’m not stupid, it’s obvious they were checking a box to claim “we tried to reach out to you.” I called back 1 minute later on the same exact day, got the voicemail, and in clear terms stated all of my information and reiterated that I wanted to cancel services and was requesting a call back from a manager to finalize this. This was DECEMBER! It is now the end of January and I just now got a manager on the phone for the first time (A day after telling the front desk that I was disputing the charge with my credit card company). Their “solution” given was a choice: either have my last payment refunded and only have 30 days to use up my remaining credits or pay the month I didn’t authorize in order to get the 60 days stated in the contract. They said in order for me to be refunded the cancellation needed to be backdated to before this billing cycle. The contract I agreed to said 60 days from the date the cancellation is processed. It is not my fault that their lack of follow up caused me to incur another month of fees. Refund those credits- I don’t want them! And give me 60 days from today, the date that I know my cancellation has been fully authorized. It’s not that hard. And don’t tell me there is nothing you can do. There is but customer service is not a priority to them, is what they should really say.
The reason I’m cancelling is because I always left unsatisfied everytime and feeing like I paid top dollar for subpar massages and facials. I had a massage envy membership in NOVA for several years before this one and it was always incredible. Either massage envy’s quality and standards have really gone down hill overall, or this location in particular doesn’t care about quality services and is just staying open because they’re taking advantage of people’s financial situations by making it impossible to cancel their services... regardless, steer clear of this location all together! The better facials are at Lohmans Plaza and massages at Hilltop anyways.
I rarely leave a bad review. I’m in hospitality and know first hand how one isolated bad experience from a guest can lead to a bad review and tarnish reputation of a really great place. But this isn’t that. Thi is very much a pattern of poor business practice and just overall lack of respect for customers that honestly needs to be called out in order to warn others.
Like others stated, will be disputing the charge with my CC company, filing a complaint to the BBB and reporting this franchise location to Corporate Massage Envy for scamming people and not adhering to the contract.
Keaosha Hannon
Jan 2026
I went to the Princess Ann Location today I give Julian a 10 out of 10... and another 10 for a bonus. I was SUPER tight back was killing me before I got my massage Thanks to Julian I feel like I can do three cartwheels and a backflip. Joking but seriously BOOK with Julian he issssss THE BEST.
Valeria Oyler
Nov 2025
I see Rebecca for sports massages and she is amazing!!!
Charles Winters
Sina was amazing i got my first facial and she recommended me a cleansing plan, got alot of much needed information as well
Margaux Flood
I was incorrectly charged for a tip calculated on a much higher priced service than the one I actually received, two times. When I pointed out the error, the front desk employee refused to correct the charge or issue a refund.
What made this situation especially aggregious was her behavior throughout the interaction. Rather than addressing a straightforward billing mistake, she responded with blatant disrespect: rolling her eyes, sighing loudly, and speaking to me in a condescending tone in front of other customers. She refused to admit her mistake and made several antagonistic comments implying I'm stupid and that I should have known I was going to get charged for something almost double my service price?
Instead of attempting to resolve the issue, she escalated it and created a scene, which reflects incredibly poorly on the level of training and oversight at this location.
When I asked for her name so I could document the interaction, she refused to provide it. Her lack of accountability for her poor behavior should not only concern management but now reflects negatively on the entire front desk staff, not just one individual.
Being treated like this in exchange for a mid massage is in no way worth it and will not be returning.
I hope management addresses both the incorrect charge and the conduct of their staff moving forward.
Joe D
Beware of signing up for a yearly membership. Even after the membership is up they make cancellation complete nightmare. Doesn’t matter if you have many credits. They don’t care. I’ve extended over the year. I call and request a simple cancellation im on month to month. My billing cycle is 5 days away…. Plenty of time. What do they say oh well it takes the system 10 days to process so you’ll be billed another month. They literally don’t care how they stick it to you. BUYERS BEWARE once you sign they find ways to continue to make the process a pain. I’d give 0 stars if I could. I’ve requested to speak with a manager. Never receive a call. It’s obvious they have there system to work against the end user. It’s shady. If this isn’t resolved, I’ll continue to voice my frustrations publicly within my Virginia network.
Adam Meyers
The massage therapist themselves are fine.
That said, their business model is a trap and they make it extremely difficult to cancel a membership. I called today to cancel my membership. I was told I cannot cancel until the manager calls me at an undisclosed time and that it will be in roughly a week. I explained that I was requesting today to be the effective date for cancellation. They said they would not honor this until I speak to their manager. I requested to speak with the manager today. They told me it would be a week before I could speak to them. The staff member I was speaking to became extremely rude using an unprofessional tone and elevating her voice. I expressed that I did not like how the staff member was treating me. She replied by telling me that she did not like how I was speaking to her and she hung up on me.
I will be contacting my credit card company to refuse payment via consumer rights.
Tashia Craft
Horrible experience on Valentines Day!! My husband and I were going to get massages, but he decided he still didn't want his first massage ever, so they said they would cancel it with a 50% cancelation fee. I still went ahead with mine, which was to include hot rocks. I went back to the room and the therapist, Sarah stated she was uncomfortable doing hot rocks on me. I explained I wanted that service and have had many massages at ME as she could see from my history, she still wouldn't that service for me. I asked if another therapist was available, like the one that would've done my husband, but of course no one was available ( it's Valentines Day!!) So, I still needed a massage, and bad idea with this therapist. I had to ask for my level to be lightened four different times and she barely moved her hands, which was way different than any therapist I've had in the 15 years with Massage Envy. After the session, I then had a pushy sales person, of which I said, no not today, over 3 times. I left feeling worse than when I went in, and shortly after that, they charged my husband the full price for his massage which was supposed to be half price per their statement to us. I will never go to this location again!! Beware first timers, don't go to this location!!
Sharon Ruffin
Sabrina is awesome! She is both knowledgeable and professional.
Maggie D
Do not sign up for a membership at this location!!!
Shady business practices and awful customer service. Like MANY others have warned… it will be impossible to cancel your membership (even month to month contracts), resulting in several charges. I damn near became an Olympic gymnast with the amount of hoops I had to jump through to finally have them send me a cancellation form. They will play dumb and say they don’t know what happened, but what happened is that they don’t follow up on any cancellation requests and make it impossible to process a cancellation without a manager, who will be impossible to get in contact with. Their front desk gives incorrect information on how to cancel and then the manager says they can’t process a cancellation without a written request when the front desk told me the next step to cancelling would be for a manager to call me. The manager called, my phone rang once and as I answered I heard the phone hang up… I’m not stupid, it’s obvious they were checking a box to claim “we tried to reach out to you.” I called back 1 minute later on the same exact day, got the voicemail, and in clear terms stated all of my information and reiterated that I wanted to cancel services and was requesting a call back from a manager to finalize this. This was DECEMBER! It is now the end of January and I just now got a manager on the phone for the first time (A day after telling the front desk that I was disputing the charge with my credit card company). Their “solution” given was a choice: either have my last payment refunded and only have 30 days to use up my remaining credits or pay the month I didn’t authorize in order to get the 60 days stated in the contract. They said in order for me to be refunded the cancellation needed to be backdated to before this billing cycle. The contract I agreed to said 60 days from the date the cancellation is processed. It is not my fault that their lack of follow up caused me to incur another month of fees. Refund those credits- I don’t want them! And give me 60 days from today, the date that I know my cancellation has been fully authorized. It’s not that hard. And don’t tell me there is nothing you can do. There is but customer service is not a priority to them, is what they should really say.
The reason I’m cancelling is because I always left unsatisfied everytime and feeing like I paid top dollar for subpar massages and facials. I had a massage envy membership in NOVA for several years before this one and it was always incredible. Either massage envy’s quality and standards have really gone down hill overall, or this location in particular doesn’t care about quality services and is just staying open because they’re taking advantage of people’s financial situations by making it impossible to cancel their services... regardless, steer clear of this location all together! The better facials are at Lohmans Plaza and massages at Hilltop anyways.
I rarely leave a bad review. I’m in hospitality and know first hand how one isolated bad experience from a guest can lead to a bad review and tarnish reputation of a really great place. But this isn’t that. Thi is very much a pattern of poor business practice and just overall lack of respect for customers that honestly needs to be called out in order to warn others.
Like others stated, will be disputing the charge with my CC company, filing a complaint to the BBB and reporting this franchise location to Corporate Massage Envy for scamming people and not adhering to the contract.
Keaosha Hannon
I went to the Princess Ann Location today I give Julian a 10 out of 10... and another 10 for a bonus. I was SUPER tight back was killing me before I got my massage Thanks to Julian I feel like I can do three cartwheels and a backflip. Joking but seriously BOOK with Julian he issssss THE BEST.
Valeria Oyler
I see Rebecca for sports massages and she is amazing!!!
Amy Heather
excellent service