Massage Envy Tanasbourne

We are sorry that this client has had this unpleasant experienceWe do have a policy that we will charge the client full price if they do not show up for their massage without any prior notice because we need to reimburse the therapist for their scheduled timeIf he would have called us at least an hour before his scheduled appointment, we may have had time to re-book our therapist with another client and there would have been no charge We would be happy to add points to his account valued at an hour massage so that he may come in and get the massage he had previously missed due to his mother's surgery

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Complaint: ***
Directing all responses "To who it may concern" is rudeI am a loyal fifteen-year Massage Envy customer with a name, please use itI am rejecting this response because: When asking Massage Envy staff whether I have any credits, they respond in the negative. There seems to be no way to see these "credits" you mention when I log-into my online Massage Envy account or by the staff. And if these credits are available for use why does the Massage Envy staff not know to use these credits when I come for my massage appointments? I am frustrated with this situation beyond measure. I feel anxious each time I make an appointment never knowing whether my Massage Envy appointments will be cancelled with little or no notice. I cannot continue to feel this anxiety about appointments which are supposed to be healing. If any other healing institution treated their customers in this manner people would stop coming to themAnd honestly that seems to be the only solution for this problem. Sincerely,
Jodi T***

We are sorry that this client has had this unpleasant experience. We do have a policy that we will charge the client full price if they do not show up for their massage without any prior notice because we need to reimburse the therapist for their scheduled time. If he would have called us at least...

an hour before his scheduled appointment, we may have had time to re-book our therapist with another client and there would have been no charge. 
We would be happy to add points to his account valued at an hour massage so that he may come in and get the massage he had previously missed due to his mother's surgery.

...

                                        ...⇄ March 2, 2018  To whom it may concern,                                    ...⇄     ID# [redacted] I am replying to the response from the client. I have researched the cancellations in question. There was a cancellation for 10/14/17 same day where the client received 50% credit for the appointment. The cancellations that have occurred were for an appointment that was scheduled for 10/20/17 and 11/1/17 which were cancelled on 10/17/2017. She was given an additional credit for this for the balance of one appointment since she had been notified days prior to these appointments. For the appointment that was cancelled on 1/27/18, she was given a credit of 50% as well. There is a remaining credit from these remaining on the account.   We are very apologetic that her appointments have been cancelled as frequently as they have been and we are working with our staff to amend these attendance issues. Please let me know if you have any questions or concerns. Best Regards, Vanessa M[redacted] General Clinic Manager Tanasbourne Massage Envy 18033 NW Evergreen Pkwy Ste. B Beaverton, Oregon 97006 (503)597-3689