Customer complaint at Providence Massage Envy leads to nationwide disability policy change

PROVIDENCE — A national chain of massage therapy studios will have to update its disability policies at all of its franchises due to a complaint from one of its Providence locations, the U.S. Justice Department announced Wednesday.

The agreement follows an investigation initiated by the U.S. Attorney’s Office for the District of Rhode Island over allegations that Massage Envy Franchising LLC violated the Americans with Disabilities Act (ADA) when it discriminated against individuals with disabilities who needed assistance transferring to and from massage and facial tables. The franchise licensing company is responsible for 1,110 locations nationwide, including five in Rhode Island.

One complaint came from a potential customer at a franchise in Providence who needed assistance transferring to and from a massage table because of vision and mobility disabilities. The manager allegedly informed her that corporate policy prohibited employees from providing transfer assistance, and that the customer would need to bring in a third party to assist her. 

A federal investigation found that Massage Envy had a policy that required all franchisees to require customers to bring in a friend, family member or other helper if they needed assistance with getting on or off the table.

Under Wednesday’s settlement agreement, Massage Envy will end its policy of prohibiting staff from providing transfer assistance to people with disabilities, and will develop new anti-discrimination policies, which will be included on its website and posted at all franchise locations. 

Massage Envy must also report any future complaints and will pay  $10,000 to the customer who was denied transfer assistance at the Providence location.

“When businesses open their doors to the public, they have an obligation to make their services accessible, and when they do not meet that obligation, we will act,” U.S. Attorney Zachary Cunha said in a statement.

“I am pleased that, with today’s agreement, Massage Envy has taken comprehensive steps to ensure that customers can access these facilities not only in Rhode Island, but across the nation.”