I had one good massage at this facility. I liked the price and I do routinely get massages, so I agreed to sign up for a membership. On the day I got my membership, I made an appointment for a special occasion. My husband was finishing a 3 day swat team training. I had my calendar and called my husband at the time we made the appointment for 2 90 minute massages. There was a banquet that night, so we were 100% sure of the time we needed the massages and the date. I received several repeated phone messages on Saturday confirming my massages. That was a little annoying, but fine enough. However, I was out of town at the SWAT training and did not listen to check those messages until the next day. The next day before my massages were scheduled, I picked up a call in which they notified me that we were late and were going to be charged no-show fees. I clarified immediately that we were coming the next day (Monday) not that day (Sunday).
The lady on the phone said that she had left me a message with the Sunday date the day before and that therefore it was my fault for not catching their error. I vehemently disagreed. She relented, but said that they no longer had therapists available at that location to do the massages at the time and on the date we had originally booked. I expressed my frustration and she kindly agreed to call another location to check times. She extended herself to help me and I was thankful. There were two shorter massages right before the banquet that we could go to in Foster City. She kindly assisted me with booking these appointment. We attended these appointments, had to cut the massages short and paid for them with my husband's debit card.
One week later, I gets call from the manager of the first location after I called to report their error in charging me in San Mateo for two massages I obtained and paid for in Foster City. They had agreed previously not to charge me for their error. The manager claims that his staff would not have helped me locate an alternate location and was therefore suspect of my story. And that he needed to confirm that I rescheduled in Foster City. Which he and I both confirmed. After a lot of argument (he was the guy who made the mistake on the appointments in the first place), he reluctantly (not apologetically) agreed to refund my money for the massages. 6 months later, he has not followed through and has since charged me for 2 more massages since I cancelled my membership. I was charged for their incompetence. I was ripped off.
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