Massage Envy

Complaint

I am the owner of the Massage Envy mentioned and I want to put my side of things so that everyone can make an informed decision. The complaint left by Suzan aka Unsatisfied customer is misleading. She had been going to our clinic for several months prior to this incident. She sites a “medical reason” for cancelling when in fact she had been coming into the clinic all along with the same “medical reason” she sites. As far as being difficult to get a massage by a woman in the morning hours, that too is false as it wasn't just any woman therapist but in fact two specific therapists. The therapists are our most requested ones and they do book pretty quickly. Suzan only gave us a 2 hour window on only 3 certain days. I tried to explain it to her and said that we would be happy to make a standing appointment for her to guarantee her appointment she didn't want to do that. What she was looking for was a way out of her membership and has told several of our other members that is what she wanted to do. Contrary to Suzan's beliefs, I am not an unreasonable person. I do realize things happen and most definitely listen to our customers personally. That is why I called her myself instead of having a manager do it. I take great pride in our customer service and did cancel her membership immediately when she told me that it was a medical reason. I am sorry that this happened and that she is very upset. But, this in no way shape or form should reflect on my franchise or any of the other 10 franchises in San Diego. Other Massage Envy owners have posted anonymous responses to reviews like this one that are very obvious coming from them however I have a great respect for my customers, my employees and my business and I refuse to do that. Rather than hide behind a different name or having someone else write a glowing review I am writing personally. I really am sorry that this happened and am happy to sit down with anyone and talk about their concerns or comments.