My spouse and I have been loyal clients of the Plano and Frisco Massage Heights locations for over a year now. I believe the Frisco one is closed... or at least the number is now disconnected.
I made the initial appointment because my husband works out and gets really tight across the back and legs and massages help. ""I"" work in an occupation that requires me to be at a keyboard for extended hours, so my neck is always a mess and I had a shoulder injury.
We went to our first appointment... it was GREAT, so we signed up for a membership. The first few months were really good. We were able to make it in there once a month, but our occupational demands changed and we haven't been able to get in as frequently.
I realized that we had banked approximately 6-8 sessions each (that would be about $800 in prepaid services). I called the Frisco location and discussed it with them. They told me I could have the account put on hold and get caught up, then resume billing when we were ready. I was good with that but they told me I had to go the the location where we signed up to have it done... Plano.
So, I went to the Plano location for a scheduled massage and at that time told them about my conversation with the Frisco location. I asked for them to put the account on hold. Emily told me that they could do that but I couldn't use any services while the account was on hold. EXCUSE ME??? I asked her ""how does that help our situation?"" She agreed that it didn't and then told me that the only way I could fix the problem was to come in more often to catch them up.
Again, if we can't make it in ONCE a month, how are we supposed to manage MORE than that? She also told me that she'd been there longer than most other employees so the two people (at this point) who'd told me I COULD put the account on hold and catch up were wrong. Her manager had tried it and they couldn't do it in the system. OR, we could cancel the account but we'll have 30 days to use 8 massages each. WHAT??? You have over $800 of mine and that's the only solution you can give?
I left - TOTALLY frustrated but still believing that a company of this type (I've seen the Undercover Boss episode), would be better with customer service than that. SO FAR, I've been wrong. They WILL take my money and loyalty but WILL NOT work with me. I guess I'm expected to just walk away from $800.
I won't even type anymore... I'll just add the link to another happy client who got jerked around by them in another location (same ownership).
I've called twice since then. Asked for a manager to call me back AND called the corporate office which only gave me the owners' names and a phone number that I already have.
I'll end by stating the irony... we started going there to RELIEVE STRESS. THIS has become one of the more stressful situations I've had to deal with lately. I'm looking at Massage Heights very differently from how I started... so disappointed.
Massage Heights Plano Reviews
My spouse and I have been loyal clients of the Plano and Frisco Massage Heights locations for over a year now. I believe the Frisco one is closed... or at least the number is now disconnected.
I made the initial appointment because my husband works out and gets really tight across the back and legs and massages help. ""I"" work in an occupation that requires me to be at a keyboard for extended hours, so my neck is always a mess and I had a shoulder injury.
We went to our first appointment... it was GREAT, so we signed up for a membership. The first few months were really good. We were able to make it in there once a month, but our occupational demands changed and we haven't been able to get in as frequently.
I realized that we had banked approximately 6-8 sessions each (that would be about $800 in prepaid services). I called the Frisco location and discussed it with them. They told me I could have the account put on hold and get caught up, then resume billing when we were ready. I was good with that but they told me I had to go the the location where we signed up to have it done... Plano.
So, I went to the Plano location for a scheduled massage and at that time told them about my conversation with the Frisco location. I asked for them to put the account on hold. Emily told me that they could do that but I couldn't use any services while the account was on hold. EXCUSE ME??? I asked her ""how does that help our situation?"" She agreed that it didn't and then told me that the only way I could fix the problem was to come in more often to catch them up.
Again, if we can't make it in ONCE a month, how are we supposed to manage MORE than that? She also told me that she'd been there longer than most other employees so the two people (at this point) who'd told me I COULD put the account on hold and catch up were wrong. Her manager had tried it and they couldn't do it in the system. OR, we could cancel the account but we'll have 30 days to use 8 massages each. WHAT??? You have over $800 of mine and that's the only solution you can give?
I left - TOTALLY frustrated but still believing that a company of this type (I've seen the Undercover Boss episode), would be better with customer service than that. SO FAR, I've been wrong. They WILL take my money and loyalty but WILL NOT work with me. I guess I'm expected to just walk away from $800.
I won't even type anymore... I'll just add the link to another happy client who got jerked around by them in another location (same ownership).
I've called twice since then. Asked for a manager to call me back AND called the corporate office which only gave me the owners' names and a phone number that I already have.
http://www.ripoffreport.com/r/Massage-Heights/Houston-Texas-77098/Massage-Heights-Unable-to-use-pre-paid-massages-Houston-Texas-879350
I'll end by stating the irony... we started going there to RELIEVE STRESS. THIS has become one of the more stressful situations I've had to deal with lately. I'm looking at Massage Heights very differently from how I started... so disappointed.