My complaint:
My husband I have had a membership at this location for years. There have been issues and sometimes was resolved. Issues like over 3 times the front desk has scheduled us in separate rooms. We continually stated couples’ room only. It was in our files because it happened several times. And upon scheduling our next appointment we would state couples’ room after the first incident. We know people make mistakes, but it happened last month. Thankfully, the couple’s room was available unlike the previous time. The other issue is scheduling our next appointment upon exiting. We’ve always tried to schedule every 3 weeks (Sundays 10 or 11 am in the couples’ room). I immediately put the appointment in my Outlook Calendar every time. This past Saturday we received the Massage Envy call to . I was unable to answer because I was at a conference. Sunday morning, I received the auto text to in which I did not reading the whole text. When we arrived, I click the check in text and something was wrong. We were early so I asked the lady at the front desk why I couldn’t check in. She looked into her system and she couldn’t find our appointment. She called over her Assistant Manager and she said it was because our appointment was at 10 not 11 am. First of all, I’m retired military and 30 years of being a project manager. I’m always 99.9% always on time don’t enter wrong times for meetingsappointments etc. The assistant manager said that we wasted their massage therapist time. Heck, we lost our $140. I told her that that facility has issues with the front desk and that it was in my calendar as 11 am. I even showed her. As I recall, the lady scheduling this appointment was new and I told my husband when we left what do you think she messed up like charging us wrong. So, not happy that we lost $140 but the assistant manager said with an attitude well it was human error. But at our expense. We asked to cancel both of our memberships. Her response was “We’ll need to check to see if we are eligible”. I felt like that was a threat. My thought was “What?! I’m not paying for this anymore. And you can’t stop me.” Well they we were eligible. My husband had no credits, but I have 1. I was told that I had 60 days to use it. Then, as we were walking out the door the assistant manager said that once the cancellation takes affect my credit would be lost. Why didn’t the front desk clerk say anything. Again, because they aren’t being trained very well. She said I needed to transfer or schedule today. We didn’t want to transfer this credit to any of our family or friends because of the way we were treated. I scheduled me for Jan but with hesitate. By the way, all the massage therapist are all great. It’s ashamed that this happened. We loved our Sunday date days with a massage lunch. As a professional, I always like to tell managers what they are missing and make suggestions to better their services etc. That being said, I always like to give credit to those that go beyond and you’ve got great therapists. So, I recommend more training in the front desk area until the employee has confidence. Don’t assume that the client did something wrong. And watch the attitude. We all make mistakes and I will always admit if I did something wrong. I would like to speak to the General Manager about this before I submit my reviews online.
Also, I’m watching a pending bank transaction that occurred during this dispute of $60. There’s no reason for an additional charge. Because we get drafted around the 20th of the month.
Suggested solution:
Refund money $140 and the one credit left. And if that pending charge happens to go through that needs to be reimbursed. We might consider driving to Gulfport's Massage Envy. My husband I have talked about it. But, it's further away. And I wouldn't won't to be stuck in a contract until I felt time it would work.
