I've had a long term love/hate relationship with ME since I've become a member!!! My massages are almost always good but I rarely (99% of the time) get a reminder call or good service at the front desk. They are, admittedly, quite a bit better than times in the past but I do have issues with their business practices and the way the term "it's policy" is used to explain random charges. The "charge" to give one of my own massages to a friend put me over the top. I have been going to other stores that have some of the same issues so I suspect there may be an overall training opportunity with ME. And, you ask, why do I continue? As I mentioned earlier, my massages are almost always GREAT! The other stuff is easy to fix....just make it all about the customer!