| rev:text
| - I had a massage last Friday. I had purchased a package and I had one left on the package. I called to make an appointment and informed the person on the phone that I was coming in to use the last massage on my package. When I showed up to check in, the check in was quick and easy, "Oh yes, you're all set". I sat down to check my messages and email in the phone and to turn the phone to vibrate in consideration of other customers. I had Lodema for my massage therapist and she was very good. My trapezoids were very tight and so she worked on them quite a bit and got them to release. I highly recommend her as a massuese.
HOWEVER, the drama all began with the checkout. That's when they tell me I don't have another massage left on my package. I told the receptionist that if that was the case, I should have been informed at the time of check in so I would have the opportunity to make an informed choice about whether or not to incur the services/expense. She gets Julie on the phone (not sure of her title) and she tells me that what she can do for me is to sell me another package or membership but that she cannot honor the remaining massage I had left on my package because it had expired. I asked her why then was I not informed so I would have the choice at check in. She told me she had left me a message on my phone. Later I saw she did leave a message but only after I had checked in and turned my phone off, so I didn't get any message in a timely manner in order to make an informed decision.
Here's another thing: I called to make an appointment a few months ago to use that remaining massage I had on my package. I called in to make the appointment for the following day, again telling them I had a massage left. I woke up sick the day of the appointment and so I called to tell them I could not make it. Because it was less than 24 hour notice, they charged me a $20 cancellation fee. So if I did not have a massage on my package, I wouldn't have made the appointment and I wouldn't have incurred the $20 cancellation fee.
EDITED REVIEW: I have edited my review from a one star to a four star. Deanna, the owner called me about my yelp review and was truly interested in seeing what she could do to make things right. She was very professional and understanding and offered me to come back for a complimentary massage. I booked with Lodema again and got another wonderful massage. I realized I needed more time working on my neck. So, because the owner worked with me, I gave this studio another shot and even purchased a 3 month package. Thank you Lodema for another wonderful massage and thank you Deanna for working to resolve my initial frustration with the check out procedure. I am looking forward to going back.
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