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A potential class action lawsuit claims Massage Envy Franchising LLC shorts its customers by 10 minutes of massage time for each one-hour session.
Plaintiff Kathy Haywood alleges Massage Envy unlawfully charges customers for a full hour of massage despite the fact that customers spend a significant part of that hour “being interviewed by the massage therapist, dressing and undressing, and waiting for the massage therapist to appear.”
Haywood says that on Massage Envy’s website, the company used to make a more up-front disclosure of how the time in a one-hour massage session would be spent.
She says in the past the website’s home page clearly disclosed the 50-minute length of the massage.
The company has since changed its website so that it no longer clearly discloses that at least 10 minutes of each one-hour session are spent on non-massage activities, she reports.
Haywood says Massage Envy now discloses the 50-minute length of each massage in only one web page and in the fine print on a single pricing sheet, both of which she says are almost impossible to find or read.
She alleges Massage Envy purposely makes these disclosures difficult to uncover, such that a customer could purchase and receive a massage without ever having been presented with them.
In contrast, Haywood quotes other promotional material that does not mention the actual length of the massage.
She quotes a promotional video from the Massage Envy website that tells the customer what to expect during their first appointment, without addressing how long the massage will actually last.
The company’s Step-by-Step Guide, also found on its website, reinforces the idea that each session consists of all massage and that other activities happen outside that time, Haywood claims.
She also refers to Frequently Asked Questions web page that repeatedly refers to a “1-hour massage.”
For comparison, Haywood refers to promotional material from MassageLuxe, a competitor to Massage Envy.
Haywood points out that MassageLuxe clearly states that a one-hour massage session consists of 50 minutes of massage time and 10 minutes of consultation and dressing.
Haywood says she purchased one-hour massages from a Massage Envy location in Illinois on two occasions in May and September 2016. She claims the massages she received lasted no longer than 50 minutes.
On neither occasion did any Massage Envy employee called Haywood’s attention to the price card where the 50-minute length of the massage was disclosed, she alleges.
She also says no employee told her verbally about the actual length of the massage.
Haywood alleges Massage Envy’s actions violate provisions of the Illinois Consumer Fraud Act. She seeks to represent a plaintiff Class consisting of “[a]ll consumers who, in the State of Illinois, purchased a one-hour massage or massage session from Massage Envy or its franchisees (other than a purchase as part of a membership) and received no more than 50 minutes of actual massage time.”
She is asking the court for an award of damages, restitution, court costs and attorneys’ fees.
Haywood is represented by attorneys Richard S. Cornfeld of Law Office of Richard S. Cornfeld and Anthony S. Bruning, Anthony S. Bruning, Jr. and Ryan L. Bruning of The Bruning Law Firm LLC.
The Massage Envy One-Hour Massage Class Action Lawsuit is Haywood v. Massage Envy Franchising LLC, Case No. 3:16-cv-1087, in the U.S. District Court for the Southern District of Illinois.
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52 thoughts onMassage Envy Class Action Says One-Hour Massages Come Up Short
My massage therapist tells me I will only have 50 minutes of “hands-on” time. And yes they all expect a 20 tip.
I thought I was stiffed every time I went. Claim to help health and wellness, but causing stress by being deceitful.
I have been a member of Massage Envy for over 6 years and I can tell you that not only does a one hour massage last on average 47 minutes with at least 3 of those minutes spent on tucking you in with the blankets and then on other non massage activities. When you complain, they listen but nothing happens. And don’t get me started on the “Annual Membership Plan” which basically ties you in for life. If you bank some of your one hour sessions, you can’t use them if you decide to quit and you can’t freeze your account for up to 6 months and still use what they have ACH debited your credit card or checking account.
Also if you don’t leave at least a $20 tip for your 47 minute massage, don’t ever get the same provider the next time. ME only pays their workers about $19.00/session of an hour and they live on tips. Associates generally take you back for your session at 3 to 4 minutes after the top of the hour and then give you at least 3 and up to 5 minutes to take your clothe off and leave them in a pile on the floor. At about 9 minutes before the end they start doing meaningless things preparing you for the Thank you, your session is over.
Thomas Huzella
Alexandria, VA
Definitely agree!
40 minutes at best. The give 10 minutes to undress and 10 to get dressed. Definitely not a full hour
Why didn’t I file this A LONG TIME AGO! They definitely DO NOT last an hour!
I was a member there. They definitely are not 1 hour massages. How do we get in with this class action suit? Lovekatz1975@aol.com
The case is still moving through the courts and has not yet reached a settlement. Claim forms are usually not made available to consumers until after a court approved settlement is reached. We recommend you sign up for a free account at TopClassActions.com and follow the case. We will update the article with any major case developments or settlement news! Setting up a free account with Top Class Actions will allow you to receive instant updates on ANY article that you ‘Follow’ on our website. A link to creating an account may be found here: https://topclassactions.com/signup/. You can then ‘Follow’ the article above, and get notified immediately when we post updates!
Another thing to add to Massage Envy is that they just upped the monthly membership $5 but still charge same price for a massage if not a member
I was aggregated when The masseuse told me we only had 50 mins as it took too long for me to fill out my forms which cut into my massage time. I said I was told the massage was an hour and they insisted I fill out a lengthy form first. They told me when I made the appointment that the massage was an hour. I won’t go back.
Yes, any decent massage therapist will have you fill out the ‘lengthy form’ to make sure it’s safe you have a massage. If you have certain medical conditions, getting a massage could make it worse – you could get sick and could walk away feeling worse. Filling out that form keeps you safe and is the mark of a legit massage therapist.
Perhaps this place thought it was common sense that you would have to get undressed and dressed for a massage?! ANY massage therapy business will have you fill a long form out at your first appointment – if they don’t they are probably NOT PROPERLY LICENSED!
ANY MASSAGE THERAPY BUSINESS will have you get undressed and dressed before your full-body massage. Duh!
that seems to be common practice.I go there and I now realize it is indeed about en I was told it was one hour.
I have had a couple of massages at Massage Envy and the massage definitely do not last a full hour. I have set a timer before and the timer was still going when I was getting dressed.