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| - I hardly ever write Yelp reviews, but my interaction with Harrison Vickers and Proactive Massage was so unpleasant that I'd be remiss not to. I was trying to schedule an appointment for my mom as a surprise using a Groupon I'd recently purchased. I did so after creating a profile in my name, then trying to schedule an appointment for her as a "family member." Even though it was written in the email I received from Proactive after opening my account, I didn't know that scheduling an appointment for someone else wasn't allowed--an honest mistake.
How Harrison responded to that mistake was as rude and condescending as I could imagine. I wasn't trying to take advantage or "run the show." I was trying to schedule a relaxing day for my mom, who rarely gets time for herself. But I would never want my mom to have to get a massage from someone that treats their potential customers so poorly--as potential enemies or scammers--however good of a masseuse they might be. I've included the email exchange that I had with Harrison after scheduling that appointment below. But first, I'd like to respond to something that Harrison said in response to Dori's negative review: Yelp is not a place to bash businesses, but to hold business owners accountable to a higher standard. You, Harrison, are working at a very low standard of customer service. I'm sorry I didn't schedule an appointment for my mom correctly, but I don't know why that offended you so deeply or why you needed to speak to me the way that you did. I really hope that you reevaluate your customer service policy and start to treat others with more respect.
EMAIL #1:
Benjamin, you left a note when you created your appointment online indicating that "Carol" will be taking your place. Not to be harsh, but it is extremely clear in the Validation email that you were sent when you created your own profile, that anyone showing up in your place would immediately be cancelled and that the person who showed up in your place would be asked to get a refund from the vendor from whom they purchased their coupon. These instructions are extremely clear and are written in bold red capital letters. For this reason, this appointment has been cancelled.
Please re-read the instructions that you were sent. I would be happy to meet "Carol", however, she, like you, must have her own profile created online.
Kind regards,
Harrison Vickers, Owner
ProActive Therapeutic Massage
EMAIL #2:
I bought the Groupon as a gift for my mom, Carol, and wanted to surprise her with it.
I found the tone of your email quite rude and would no longer like to set up an appointment with you. If this is how you talk to all customers, then I'm surprised you're still in business.
Ben
EMAIL #3:
In that case I'll take Carol's appointment off the calendar.
FYI - After I sent your email, I saw that you had her profile already created and so I went to the EXACT SAME LENGTH to correct that information, as I would have with Carol standing in front of me! But still, I knew you were trying to give her a gift, so I put her in your place on the calendar. Glad we got that out of the way. Thanks for doing that.
You know, you could have contacted me to let me know what you wanted to do. Instead you ignored the rules and ran your own show. Know how many times people have done that to me in the past 8 years. Know the trouble it causes? Why do you suppose the message comes off rigid?
Sentiments returned friend. Generously.
Harrison Vickers, Owner
ProActive Therapeutic Massage
EMAIL #4:
Just so you know, your CC info has been deleted from ProActive's database. You can rest assured of that.
Kind regards,
Harrison Vickers, Owner
ProActive Therapeutic Massage
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