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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
I have had this happen several times and did complain and was told they do this so they could get ready for their next customer. Please include me in the lawsuit.
I have been a member for over 3 years now – I have had 1 massage that lasted the full hour, only because I complained! They cut off at least 10-15 mins. per session.
Yes… Same here. They told me it includes the prep time, yet I wait in the lobby past my scheduled time. Doesn’t add up
I called Massage Envy to schedule my appointment. When I arrived I was asked to sit in the waiting area and given a brochure listing their services. (I had been there previously ) I finished looking at the brochure and continued waiting. After waiting 15 minutes after my scheduled appointment time, I was finally called back. I was allowed to undress privately but waited another 10 minutes on my masuesse who apparently for lost in the way back to my room. I spent nearly 30 minutes of my “hour” long massage ticked off and angry as I sat waiting for my massage, relaxation and serenity. I couldn’t focus on anything other than sitting and waiting for 30 minutes when I had a scheduled appointment. I expect to wait sometimes at certain appointments. But this was different. My massage lasted roughly 20 minutes. Before dressing privately, my massage therapist spent a few minutes explaining why she was leaving an envelope in the side table. I was expected to leave a too. Oh. And if I wanted to return to her for a massage. I needed to leave my information on the envelope as well. I haven’t been back since.
How do I sign up? I went to ME for 2 years and I paid for 1 and 2 hour massages and they never lasted a full hour or 2.
I had a year with them, none of my massages lasted 60 minutes. When a certain celebrity passed away she stood there watching the tv for 20 minutes of my massagevtime.
No, Short, by about 15 minutes lots of time tucking sheets every few minutes
Massage envy has shorted me every single time on my massages. They also tried to take my massages that i have already paid for . This company does not care about the client . It looks out for only themselves. I will never use them again.
I paid for an hour twice and only got 30 min. Never went back
I’ve never known any kind of “therapy” to be more than 50 minutes. I’ve usually been informed, no matter what kind of therapy it is. The 50 minute hour allows the you time to vacate and allows the worker/therapist time to prepare for their next appt. If an hour was used they would run behind all day.
I have found massages even shorter than 50 minutes. It’s usually 10 minutes at the beginning answering questions, etc. AND the therapist stops 5 to 10 minutes before the hour is over so you can get dressed. I used to be okay when it was simply 50 minutes, but they seem to be actually performing the massage for less and less time. Not to mention, the monthly subscription just had a significant increase last month September.