This location does not follow the national cancellation policy listed on their website.read more

I've been a member of this location since February of 2020. For the most part my experience has…read morebeen pretty good. There were challenges in booking services during peak pandemic years to the tune of needing to book 2-3 months in advance, but that was likely true for many locations with staff shortages and seem to have levelled out. They're continuing to raise membership fees even into 2023 (have increased 20% since Feb 2020) which is somewhat confusing considering economic conditions and discretionary spending trends happening elsewhere, but that's certainly their business decision. I've found that Jeremy is an excellent massage therapist with strong communication skills; he seeks understanding of my needs and solicits updates since our previous sessions--a good massage therapist. Recently, I needed to end my membership as I've moved out of the area and there are no ME locations in my new city. Part of membership since 2020 has included accumulation of points that can be used for enhancements. Despite building a balance over the years, I've typically declined to use them during sessions as they seem a bit gimmicky (lotions, rapid tension relief gun, CBD oil etc.). During my last visit in mid-August, the front desk associate asked if I would like to use my points for an enhancement. Because it was my last session, I figured that I might as well opt for an enhancement with my points, since they would likely be forfeited, so I did. This was under the premise that points would cover the service and the associate made no mention of additional cost charged to my credit card on the account. I was charged $32.14. Days later I called confused about the nature of the charge where an associated explained that it was for an enhancement. I explained my exchange during the last visit and current displeasure about this charge because it wasn't presented in a straightforward manner and felt like a bait and switch. I was told it would be escalated to a manager, who never called. Two weeks later, I sent an online request to be contacted by a manager. within 2 days, I received a call back but was given the run-around. This manager was going to speak to their manager and so-on. I've not received any communication from that manager, and, it appears they're satisfied with this conduct. A disappointing end to my membership because they seem to prioritize an extra $32.14, for something unprofessionally offered, over customer satisfaction. I rarely write reviews, when I do it's in appreciation for good services and experiences. So, this isn't a gotcha or spite review. I'm just disappointed and offer this as a caution to other members/customers when implied no-charge services are offered as they may just plan on charging your account without consent.