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| - I've been going to Zen Massage for about 5 months or so and I've only had one bad experience with a therapist before. I can't remember his name, but I left bruised and feeling worse than I did coming in. I politely complained to the girl at the front desk and she reluctantly gave me a free pass, since I was not pleased with the massage at all. Even though she was rude and condescending, I was appreciative that I did not have to pay for that awful massage. I was a massage therapist in California for 6 years and have worked for high end spas and I understand that this is a no frills type of establishment, but if you are paying for a service and it is not what you expected, I would hope for a little more professionalism from the front desk. I ended up going back to my normal therapist Jenna after that, who is really great! The other day I called to make an appointment with Jenna, but she had already left for the day. The same girl answered the phone and when I asked if I could see another therapist that day, she said that it would be better if I stay with Jenna, because that is who I am comfortable with. I was really confused and told her that I understand I had one bad experience with a therapist, but that shouldn't deter me from being able to see someone else. Again, she reiterated that since she had to comp my massage previously, that I should stick with someone that I am happy with. So I made an appointment for Saturday with Jenna. Unfortunately, I woke up feeling awful and felt like I was coming down with the flu. I called to ask if there was any way to reschedule, since I was not feeling well. Again the same girl answered the phone and informed me that I would be charged the full amount for the session for being SICK!! I told her that I would still come in, even though I was not feeling well and she told me that they could not offer me the service anymore since I was sick. So they refused for me to be seen, but still charged my account the full amount. I guess what they don't realize is that it's actually against the law to refuse a service, but still charge someone for it. I will be disputing the charge with my bank and seeking advice from an attorney. Even though I have had a good experience with one of the therapists there, I will not be going back due to the unprofessionalism of the front desk employee who is rude and condescending. Very bad business practices. And this is coming from someone that was a massage therapist for 6 years and understands all of the ins and outs of the profession.
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