- Report: #755209
Report - Rebuttal - Arbitrate
Complaint Review: mistreated customer
mistreated customerInternet, California United States of America
mistreated customer Massage Envy Internet, California
We were stuck in traffic due to an accident on the 15 freeway in Murrietta and had stand still traffic which ended up making us about 15 minutes late to our appointment. Although we had been sitting in traffic for about 20 minutes already, when we decided to call them but they didn't care. They said we would be charged and the therapists would be paid whether we were there or not. It was their policy. It didn't matter that we were never late before or that it was out of our control. Of course, once they have your money, they don't care about you. This became obvious to us.
We were going to cancel our 2 hour couples massage since we didn't know how long we were going to sit in traffic but after hearing this my husband stressed out about trying to get there and about 5 minutes later we came to the accident itself involving 3 or 4 cars. Seeing the tow truck and police with no ambulance, thankful it didn't seem like anyone had been hurt.
We ended up arriving about 15 minutes late to our appointment which added up to about 1/2 an hour we paid for that the company never gave us services for - again their policy.
We were not going to tip the therapists, but I didn't want to hold them accountable for the terrible policy of the company.
We asked the manager, LeeAnn to call us and it's been a week and a half and still no conversation with her has taken place. It's obvious, she doesn't care about any customer concerns.
I have since complained in the survey they sent us via e-mail with no response and we have canceled our membership. We were already past our contract time...thank goodness, and yes you only have 30 days to use your pre-paids or they pocket the money.
They have a great business that takes care of them but like I said earlier, this establishment does not care about you as a person!!!!!
In retrospect, I really wish I had taken my husband's advice and not paid the therapists, maybe with their employees being disgruntled then maybe their manager, LeeAnn, would care more, then again probably not.
This report was posted on Ripoff Report on 07/19/2011 10:36 AM and is a permanent record located here: http://www.ripoffreport.com/r/mistreated-customer/Internet-California-/mistreated-customer-Massage-Envy-Internet-California-755209. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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