| rev:text
| - unfortunately, I have to down grade my previous review. This is partially because Kurt left the company. He was the best at deep tissue, trigger point, and finding knots. I did use another MT, Brandon. He is also really good, but my reason for downgrading is because I had a really difficult time trying to schedule a massage over several months. Several times i was sent to voice mail and never got a return call. When I did get through to someone, the MT I wanted was booked for several weeks. The last straw was when I called during business hours (8pm-9:30pm) and no one answered, and no voice mail available. Being I had prepaid massages, I called another location to see if this location closed down. The owner of the other location didn't think so and personally called the location with no success. Baffled, the owner of the other location sent an email and text to the owner of the Casa Paloma location with no response. She informed me that she emailed my information and desire to schedule an appointment. After several days of no return call or email, I went to the location and spoke with someone about the issue. I was initially told there were problems with the phone system, but the phone company came out and fixed it. I booked my massage. When I went in for my massage I spoke with the female receptionist that has been there a while. I explained the problems I've been having booking an appointment and asked what was going on, and if the business was on the decline. She confirmed to me that there were problems with the phone system; however, the non reply to voice messages was probably because a new girl didn't know how to answer voice messages and didn't bother to say anything to anyone.(So, is she the only one assigned to retrieving and return voice messages? Are all these unanswered voice messages still waiting to be retrieved and returned? ) She also said that business is increasing and they are booking up, so they have been "crazy busy". She also told me that the reason no one answered the phone the night I kept calling was because the owner decided to close the shop early. So, if they are booking up why close early? Did they cancel appointments to close early? If they are closing early why not activate voice message and leave a message that states they closed early that day? There was an apology for these mishaps, but the responses seem somewhat contradictory and unsettling. When I decided to end my automatic monthly prepaid massage agreement the owner informed me, via email, that I had to use my remaining four prepaid massages before the end of the month to avoid any further fee and an additional monthly prepaid massage. Nothing in the contract states this requirement. When I mentioned this to the owner she wouldn't budge and was cold; despite their failure to return phone calls and for closing early. I spoke with several employees, and another elements location, and they had never heard of this requirement before. This left me three weeks to use my remaining massages. Of course, when I tried to book with Brandon he was booked for the two weeks. So, determined to terminate any further relationship with this location, and financially support this owner, I booked with another MT for an hour and a half. I booked for deep tissue and although relaxing, it wasn't deep tissue. However, this was short lived. I actually left with more tension because of the unprofessional encounter with the owner. I finished the last of my prepaid massages with Brandon. The two stars is only because the MTs are good. The front staff people are nice, but have communication issues between themselves, and with returning calls.The downgrade of three stars is truly because the owner doesn't seem to understand that massage is part of the health care profession and is suppose to help people get rid of stress, not add to it. The owner is ultimately responsible for operations management. It seemed like she was unaware of the issues with the phone system and lack of returned calls. For her to still require these non-documented conditions of termination, seems wrong with all I had gone through to try and schedule appointments. Poor customer relations and service.
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