Today 01/04/15, I went for massage, after I had lay down undressed on the massage table, I realized it was cold. I asked the masseuse if she could turn the heat on for the table and she said this table had no heat so she asked me if I'd like to go to another room with a heated table if available. I agreed and put my cloths back on, held my jacket and shoes in my hand and walked to other room. This was a very inconvenient and uncomfortable experience. I requested to speak with the manager, John. John came to my room, aware of the situation. I informed him how it was awkward and uncomfortable for me to walk from room to room. I told him it was unprofessional on their part. Instead of being diplomatic and polite, he was rude, arrogant and tried to be very intimidating. He rudely said I apologize but then went on and claimed it was not unprofessional. He said he gave me another room so big deal, you will get your full 90 minute massage. I said that is not my point, perhaps you didn't listen......before I could further explain that the right way of approaching the problem would've been to inform me about the table before I had undressed, he cut me off and replied "Don't talk me down like this, who do you think you are talking to?!" I shut up after that and asked him to leave so I could complete my massage. Before leaving the location, I cancelled all future appointments. To me, John is running this place like a gangster, not a polite professional manager, I also heard that he is a co-owner of the franchise. If this is true, it is a shame. PLEASE DO NOT GO TO LAKE SUCCESS LOCATION. I absolutely recommend Massage Envy as a whole because their technicians are the best in the industry, very polite, and very professional.

Poor customer service. After rescheduling an appointment, I was still charged for the canceled one. They acknowledged the new appointment was made, but did not take responsibility for missed cancelation. I even tried to explain how my next appointment was pushed longer than a month out because the specific masseuse was going on vacation. The front desk person noticed something seemed off, but charged me anyway. They took a stance that the error could not be on their side despite all the indications that it was a rescheduled appointment. Poor customer service.

Everyone is always very friendly. Everything is neat and clean. This location has some of the best masseuse ever. I highly recommend.

Professioal service by all employees, friendly & polite