I scheduled a deep tissue massage for my husband on his birthday. He enjoyed the massage and was happy with the services he received from Jody. When paying for the services, we were coerced into joining their membership. When we went for a couples massage (the second month of our membership), the service was awful. We waited 30 minutes after our scheduled appointment time. My husband's therapist was too rough and caused him extreme pain. He told her 3 times to lighten up, but it was still painful. My therapist was far too gentle and inconsistent (she only massaged one leg). I didn't get much out of it.
My husband went for another massage the following month and we complained about the couples massage. His service was mediocre.
A couple of weeks later, my husband lost his job. I called and asked if we could cancel our membership or if there's a penalty. I explained the financial situation and also reminded her of the poor service we received. The receptionist said it's no problem, she understood our hardship and she would cancel it for us. The next day I noticed $100 was charged to the debit card on file. My husband called to complain that we were never notified of the penalty and he wanted it removed. The receptionist dishonestly said she very clearly told me about the penalty. He explained, given our financial situation, we would not have cancelled that day if we had known about the $100 charge. He asked to speak to a manager when the receptionist continued to argue the point and indirectly call me a liar. After several phone calls, he finally spoke with a manager who eventually reversed the $100 charge (4 days later), but put us back on the membership. When your income is cut unexpectedly, $100 is a very big deal.
Once the charge was reversed and the membership was reinstated, the manager told my husband not to come back to that location for service and to take his business to an alternate office to receive his services; however, it's OK if I go there, but he's not welcome. I'll never step foot in that place again nor would I recommend anyone else going there. The service is poor, the employee at the front desk is terribly dishonest, and the manager is unprofessional & very slow at following through with promises to her customers.