MassageLuXe

Critical: Communication, ProfessionalismUnbelievable! They are allowed to cancel their appointments with you at any given time without reason but refuse to extend the extend the same courtesy if you request to reschedule due to, at least in my situation, safety concerns. My appointment was cancelled. I asked if it was possible to perhaps get in at a later time. They ended up rescheduling me. A couple hours later a severe winter storm warning is issued for the appointment time frame. I did not feel safe commuting during a snow storm, so I immediately attempted to call to reschedule for another day but they had closed earlier than their usual closing time. I called back as soon as I woke up the following day but since it wasn’t within ‘6 hours’ of my appointment (my call was 3 hours before the app. time), I was informed I would lose what I paid if I didn’t come in for the appointment. I asked for the manager on 3 different occasions during our conversation and was even put on hold at one point. It wasn’t until the 3rd time I requested to speak with the manager, I’m told she is the manager (with the way she handled the call and avoided answering my request to speak with the manager, I doubt she’s the actual manager). She also acknowledged my attempt to call the day before based on caller id records but still refused to allow me to reschedule. In addition to a total and complete disregard for my safety concerns, there were other parts of our conversation that made it quite clear they do not care for or respect their clientele nor are they interested in retaining their customers. It’s all about self-interest and how to trap you with their ‘fine print’ to get your money. I have gone to multiple locations, been a member, bought and used their gift cards but I am done! I have to doubt I was speaking to the actual manager because in all my years of being a consumer, my experiences with managers have been positive. Typically they are willing to work with their customers because they care about the reputation of their company and customer satisfaction. Not this place. I was told point blank she does not care about reviews or if my friends or family stop patronage. Good to know! It’s hard to swallow that while she admitted I called the day before to cancel, she still refused to accommodate my request to reschedule based on the unsafe travel conditions. If you choose to use their services, be warned they will not work with you and they do not care about your situation or safety. At the same time, they will cancel on you at the drop of a dime. Just read the other reviews.Unbelievable! They are allowed to cancel their appointments with you at any given time without reason but refuse to extend the extend the same courtesy if you request to reschedule due to, at least in my situation, safety concerns. My …More

Unbelievable! They are allowed to cancel their appointments with you at any given time without reason but refuse to extend the extend the same courtesy if you request to reschedule due to, at least in my situation, safety concerns. My appointment was cancelled. I asked if it was possible to perhaps get in at a later time. They ended up rescheduling me. A couple hours later a severe winter storm warning is issued for the appointment time frame. I did not feel safe commuting during a snow storm, so I immediately attempted to call to reschedule for another day but they had closed earlier than their usual closing time. I called back as soon as I woke up the following day but since it wasn’t within ‘6 hours’ of my appointment (my call was 3 hours before the app. time), I was informed I would lose what I paid if I didn’t come in for the appointment. I asked for the manager on 3 different occasions during our conversation and was even put on hold at one point. It wasn’t until the 3rd time I requested to speak with the manager, I’m told she is the manager (with the way she handled the call and avoided answering my request to speak with the manager, I doubt she’s the actual manager). She also acknowledged my attempt to call the day before based on caller id records but still refused to allow me to reschedule. In addition to a total and complete disregard for my safety concerns, there were other parts of our conversation that made it quite clear they do not care for or respect their clientele nor are they interested in retaining their customers. It’s all about self-interest and how to trap you with their ‘fine print’ to get your money. I have gone to multiple locations, been a member, bought and used their gift cards but I am done! I have to doubt I was speaking to the actual manager because in all my years of being a consumer, my experiences with managers have been positive. Typically they are willing to work with their customers because they care about the reputation of their company and customer satisfaction. Not this place. I was told point blank she does not care about reviews or if my friends or family stop patronage. Good to know! It’s hard to swallow that while she admitted I called the day before to cancel, she still refused to accommodate my request to reschedule based on the unsafe travel conditions. If you choose to use their services, be warned they will not work with you and they do not care about your situation or safety. At the same time, they will cancel on you at the drop of a dime. Just read the other reviews.