Pros: Decent massages (usually). The franchises themselves are consistent. The staff is generally cheerful and positive.
So why only one star?
Cons: Massage Envy's freeze and cancellation policy only makes sense if you live nearby. The experience below will explain.
My wife and I have had Massage Envy accounts for nearly four years. We recently moved to an area far from any Massage Envy. We currently have six credits left on our account. Realizing that we would not be able to use Massage Envy except while on vacation, we assessed that our net credits would quickly exceed our ability to use them.
Massage Envy gave us two options. Massage Envy will allow a total of six out of twelve month freeze each year or the cancellation of the account. If we stick with the freeze, we end up with six credits a year we can't use. If we choose to cancel our account, we void the $300 in credits accumulated.
Either way, the customer loses big time. In speaking with the management about this situation, they were understanding that the situation was a loss either way for us. However, they were either unwilling or unable to address a policy that leaves customers with a substantial loss.
UPDATE:
It's been 10 months since I posted this review. Massage Envy replied to my post (relatively soon after it was made public) asking me to look for a private message. I replied, giving them my personal email address for further correspondence. Since then I have received no further communication.