The staff are wonderful - Michael is amazing! The owner Jim has no idea what customer service means. We have been members for years, I have purchased multiple gift cards for friends and family. One of my friends had to cancel her appointment the day of her service as her baby got sick, and she couldn't find anyone to take her place. Due to their cancellation policy they needed to charge her - she asked them to take it out of her gift card - instead they charged my credit card - after telling me they wouldn't and without any notice. On my next appointment I was assured by the staff Jim would refund it - he did not - he didn't address any of my questions or concerns. We cancelled our memberships, he still charged us the next month - absolutely the worst management!