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| - I will break down this subsequent review based on a Groupon experience. The star rating is my overall take-away experience based on the non-positive items noted below that superseded any positive experiences I have had.
1. Massage Therapists - Friendly, professional, skilled. Sheena was the best massage therapist I requested there.
2. Owner/Chiropractor - I did not have any appointments with him, but he was friendly, cool headed, and courteous when discussing a situation that I will further discuss below.
3. "Office Manager" (Lauren?) - This is the title she is quite proud of, but she is essentially the receptionist. On the negative experience there, she was the crux of it.
I had a misunderstanding of the unclear terms of a Groupon as it was written on the fine print. It stated one per person, and one gift allowable, and my interpretation was twofold: one of each available offer was valid such that one could purchase the 90 min offer, the 120 min offer, etc. Secondly, the gift was unclear in that another person cannot gift it to any person who has already used a Groupon at this establishment.
The receptionist was immediately condescending in the manner in which she communicated and discussed this matter. She was adamant that even if there was a misunderstanding of the terms of the Groupon, she was unwilling and unyielding to work out any compromise or be courteous, or have any care whatsoever to retain me as a patron in the future.
She told me that my Groupon would then only be equivalent to a gift certificate of the amount paid. I then asked how much the same duration massage session would cost and she quoted $109. I then asked how much a one hour session was and she said it didn't matter and that I had to pay the full $109 as a cancellation fee if I did not pay the additional amount and keep the appointment. She was unyielding even with the terms on the offer not being precisely clear.
When I requested to speak with the manager, she then said (not only was she the Office Manager) that she was THE manager of the establishment. So I asked to speak with the General Manager (i.e. GM) or the owner. She then essentially barked at me that she was there the buck stopped. Her demeanor at this point was quite surprising considering she "works at" an establishment that is to embrace peace, tranquility, and calmness in the massage therapy portion of the establishment.
Eventually the owner/chiropractor approached the front desk with another client and the receptionist informed me that he was the owner but that he was with a client, seemingly to imply that I was not a client at this point. I patiently awaited for the owner to finish with the person he was speaking with.
The owner then calmly discussed the situation with me quite thoroughly from his establishment's perspective, and I also noted the unclear terms of the fine print. He was patient, calm, and willing to give his time. This is 100% opposite of what the receptionist said which was that she would be the one to handle "the situation" because the owner "always refers people back to me".
The owner asked for the Groupon and kept it so it could be marked as "redeemed" with Groupon. He said that the redeeming of it would be the cancellation fee. I told him I appreciated his time and willingness to discuss the matter. He did politely inform me that I should contact Groupon if I had further concerns.
So, in summary, I would give the massage therapists 5/5 stars, the owner 5/5 stars based on my interaction with him, 0/5 stars for the "Office Manager"/receptionist. And, unfortunately, as is sometimes the case, the non positive experience far outweighs any positive experiences.
As such, this is how I came to the 1/5 (lowest available) stars for the establishment.
I likely will never return there again and would not recommend it, especially if you have any disagreement with the Office Manager/receptionist. If she ever left, I would definitely consider returning to patronize the establishment.
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