Ray Greer
1/5
TLDR: Avoid this place like the plague.
Pros: They have some amazing therapists
Cons: Owner, management, front desk, customer service
I am not one for writing online reviews. However, after my latest interaction with this store, I felt compelled to share my experience with the masses so that anyone who decides to do business with this store goes with their eyes wide open.
Quick Notes:
a. Any card you use here will be kept on file...even if they already have one on file for your account. If for some reason they can't charge the card you intended to be on file they will automatically charge every other card they have a record for until they get their payment. Without notifying you there was an issue or asking for your consent.
b. Don't agree to anything you are told by the staff or management without getting it in writing first and even that may not be enough it seems they have no issue telling you something to garner more sales or an up sale to only disavow any knowledge of that statement later.
1. In the case something odd happens with your account and card on file, the current manager / owner will not accept any culpability at all and will instead offer you a litany of excuses for why its not their fault / responsibility to the tune of "Blame massage heights the company for their chosen system, not "Us" massage heights the local branch.
You have been warned.
The issue and interaction:
I was told I could use my membership elevations to cover a service by the owner / manager, and did so a few times at this location without issue and then the very last time I went this location charged me $25 dollar fee after having a brief discussion with me and me relaying what the manger had told me and explicitly telling them "No" to the question of did I want to use the card on file.
When I went in to question them about this I was told:
1. "I have spoken with Tim (the owner/manager) and he said that if he had made such an arrangement that he would've put a note on the account." (Implying I was lying about the whole thing).
2. That since the charge on the account had already been put in place that there was nothing that could be done
3. This was a corporate policy and they aren't able to wave the fee or allow members to use their elevation credits to cover it.
4. Even though he called the store to talk to the lady behind the counter (who turned out to be the new manager something that she didn't reveal till much later in the conversation) that I could not speak with him right then as he was very busy and that she would let him know I wanted to talk to him but she couldn't tell me when that might happen.
5. The manager kept implying that I walked out without paying however the conversation that I had with the lady behind the counter ended with her saying to me "Okay, that's fine" and her going to do something else. The manager also stated:
a. She was the one who "applied the "override" to charge my card for $25 (after her employee indicated that everything was okay.)
b. She admitted (grudgingly) Yes, they should've said something to me about it but sometimes they get too busy to call people.
i. It is interesting that they have time to call you to ask you to schedule an appointment to drum up business but they don't' have time to call you for important things like hey there was an issue and we will have to charge you $25 dollars, for this service because of "x, y, z"
