On Sunday, December 13, 2009, my husband and I received poor customer service from the on duty manager at the Tacoma Massage Envy. On our previous appointment we had requested the desk clerk to not call our home phone for reminders any more as we where planning on purchasing gift certificates for our nephews who lived with us as a Christmas present.
I did not receive a call on Saturday, December 12, so I called on Sunday, December 13 to confirm if we had an appointment scheduled for the day and left a message on the machine to call me back. I did not get a call back so my husband and I left town to get some shopping done. I received a call at 12:45 pm stating that we had missed an appointment that was scheduled for 12:30 PM. I advised the representative that I did not receive a call and she stated that our file had been marked that a message was left. I again stated I did not receive a message or a call. The representative then stated it is a courtesy for them to call and that we would be charged for the appointment for missing it. I requested to speak with a manager. The representative placed me on hold for a few moments and came back stating I spoke with the manager, and you will be charged. Again, I requested to speak directly to the manager.
Jenica, the manager on duty got on the phone and immediately stated that the calls are a courtesy and per our contact we would need to pay for the appointment since we did a no show. I explained to Jenica that my husband and I had been customers for over a year who had never no showed for a scheduled appointment without notification and that I felt we should not be charged as the front desk representatives had not followed my request not to contact me via my home phone number do to what we where planning on doing as a Christmas gift for our nephews. Jenica, responded well I don't see in notes in your file. I then explained it was busy when we left our last appointment and we were told they would schedule our appointments and remove the home number and replace it with my cell phone number. Jenica's response was you don't need to get nasty, and you will be charged for the appointment. At this point I was getting annoyed as it did not seem to matter that although it was an error, Jenica would not accept that the staff had made it thus we did not intentionally miss our appointment. I then brought up the fact that I had tried to call and check to see if we had an appointment but did not receive a response back. Her response was I don't think we have missed any calls today. Now I'm really frustrated as not only is she not taking any responsibility, she is now accusing me of being a lair. I then request that she check the voice mail message and I will hold. Jenica states she will check the message and call me back.
About five minutes she calls me back to inform me, that yes, there was a message from me but that we would still need to pay for the missed appointment. Unbelievable that I did not even get an apology at this point. I am so frustrated now that I tell her my husband will call her back to discuss.
My husband calls Jenica back and he reaches and agreement to pay for an hour of the hour an a half appointment that we were scheduled for. That way at least our therapist will be paid for some of the time. Still we get no apology from Jenica.
When my husband arrives to pay in cash later that day, Jenica finally states I'm sorry for the misunderstanding after processing the payment, and then ask does your wife still want the manager to call her. My husband responds yes.
Well to end this long on-going story...I never received a call from the manager Ann Marie. I called twice on Monday, December 14 and at first was told she was not in at 11:30 AM but would be in within the hour. I called back at 2:30 PM and was told she was in a meeting.
I have emailed the Massage Envy feedback site on December 14 with my concerns and addressed it to the CEO David Humphrey of the company and got no response, and finally on December 26 I emailed Dallas Bennewitz whose was the only email address I could find on line, but I have still not gotten any response.
I am extremely disappointed with the customer service I have received thus far. I believe most of their clients come from word of mouth, and thus I advise all that read this to choose a different provider as it is obvious to me that not only do the employees at the clinic not care about providing customer service and professionalism, but the leadership philosopy is the same.