The Massage Works

I’ve experienced that most online deals like groupon or social living usually means bad customer service. The way they make their money on those deals is like a Dr. taking a Medicaid patient. Low mass volume pay so they have no regard for customer service or quality. It’s simply a quick cash grab to post deals on those sites for them. I hardly buy any service related item like a massage from those sites. Most of the time it’s horrible. If they were great people would pay mid to top dollar for the service.

My fiancé and I received a couples massage as a Christmas gift and were really excited; however, I could never get them to return my calls and left several messages. This was purchased on living social so I’m not sure if that was the reason for the horrible customer service but I finally asked my mom to just request a refund. It wasn’t worth the headache of trying to get a hold of them. Really disappointed!

My fiancé and I signed a six month contract and within that contract I had four different therapists. My fiancé had a great therapist Caitlin and my last one Dale was great as well. Our problem is with the owner Rob he over charged our accounts, couldn’t keep appointments in order and then calls me a liar when I have his voicemail message about trying get our final two appointments booked. He has no business skills and his lack of professionalism is just sad. Don’t waste your time, sanity or money.

DON’T DO IT. Purchased a three-​month contract. Emailed (written notice) to cancel before the renewal (multiple times) and also called. People at the front desk claim they can’t access your account. For two months the manager has ignored my calls and emails, but they keep drafting my bank account. What a scam. I hope they go out of business. Just terrible customer service. They don’t care at all.

I received a Groupon as a gift for this place and it took over three weeks just to get someone to answer the phone. No responses to the messages I left. Once I did finally get a hold of someone they told me, oops sorry, I don’t have any of my therapists schedules. Yeah right. He told me to call back next week sometime to make an appointment. Really, dude. You should be calling me back, but fine. I called again the next week and again no one answered the phone. I decided to e-​mail them and still got no response. If you are going to say on your website that someone can e-​mail for an appointment, actually take appointments by e-​mail. It’s ridiculous and a waste of time for a potential client to have to chase down a business to give them their business. No one forced them to put a Groupon up, and if that’s why they refused to respond to my calls and e-​mails then why even bother? Luckily we got a refund and will find some place better and more professional. Great job Massage Works. You lost what could have been a long-​time customer.

Baaaaad business! They cancelled my couples massage when I was in the parking lot (on my 10^th anniversary). Have called no less than 25 times to get a refund, receptionist only knows how to take money, cannot give it back. Manager Rob is a hornswaggler that tries to use words to confuse… I cannot even get a response any more… WARNING…DO NOT GIVE THEM ANY MONEY!

Not only is this place tucked away so well that it’s difficult to find, but locating the front desk is worse! You feel like you’re walking through a hospital — like setting except it’s dark. Once you walk to the end of the hall you then finally get to see the «front» desk farther down on the left.
Then the front desk girl was fine. It was difficult to identify who was an employee because there were no uniforms or identifiers telling me that they worked there. Once we filled out the paperwork we were then escorted back to our couples massage room where almost immediately we noticed that my wife’s sheet were filthy with stains all over which was an immediate turn off.
The therapist apologized and brought some «new» sheets out which were also not completely clean. The massage tables had no padding whatsoever and felt like we were laying on a piece of plywood with a sheet thrown over it.
The therapists weren’t that bad. Not the greatest but still ok. We won’t be going back and the only reason we even went was because of a great priced Groupon we found.
Not at all what a massage experience should be like.

Well I was going to buy a groupon as a Christmas present, but I’d rather my parents not have to deal with such terrible customer service lol. With all this talk I don’t know how they’re still in business. What a shame…

This company has horrible customer service. I’d comment on how the massage was, if I was able to get one before they took my Groupon and left me high and dry. STAY AWAY.

Seems to be a pattern here about the front desk/​management. We purchased a Groupon through them and were pretty much treated like second class citizens.
I cant comment on the therapists (wish I could!) as we showed up for our scheduled appointment and they told me the therapist called in and they would need to reschedule us. We didn’t even receive a call in advance letting us know the therapist called in which was odd since our appointment was late in the afternoon. We then scheduled an appointment which I later emailed and asked to reschedule days in advance. After going back and for the next few days there wasn’t a date we could agree on and I emailed and confirmed we wouldn’t be able to make it on the scheduled day. I then received a email saying our Groupon would be forfeited since we didn’t have a 24 hour notice. THEY WERENT EVEN KIND ENOUGH TO CALL US IN ADVANCE TO LET US KNOW THEY COULDNT ACCOMODATE OUR APPOINTMENT THAT WE SHOWED UP FOR but boom just like that I lost $ 70 when I emailed in advance to try and confirm a new date.
I was over emailing so I called to try and resolve it and told the gentleman on the phone about the process we had been through and he opened with «Can I talk now?!». From there it got really combative and at the end of the day we lost our Groupon. Which what do they care, they’ve already been paid for it anyway?
No value on customer service. Not surprised to read they cannot keep personnel because if they don’t care about their customers they likely do not care about their massage therapists.
There are so many massage options and many run Groupon deals. Choose anyone but Massage Works if you would like to actually get a massage.

AVOID! Sad, because the massage therapists are quite good. But the billing is terrible. Same as everyone else said. You WILL regret it… sooner or later. NEVER AGAIN!

The staff is great but changes out a lot. I think it is because of the manager. We were monthly subscribers and canceled because of the management. He was not flexible at all and never called you back. Again, not the staff’s fault.

Second verse same as the first… Yeah, like all the other reviewers I love the therapists and hate management and the front desk (often the same guy). I’ve actually been a member for a couple years and have NO issue with the therapists, though yes, the turnover rate is rather high (though I think that may be the norm at places like these).
Trying to get through to them on the phone is usually an exercise in futility. I’m not sure why it’s so difficult to answer the phone during normal working hours or return a message (I don’t bother leaving them any more) but yet they seem to be new to the concept of phones. I’ve worked with some real ditzes there! They’re also supposed to call or email the day before an appointment to reconfirm and they rarely get that right either.
My last therapist (who was probably my third there), who of course is no longer with them, was always warning me about them – including mention of how tips given on credit cards are often not making it to the therapists! Now to be fair it’s really unprofessional for a therapist to badmouth their own place but I did listen and now try to remember to bring cash *just in case*.
I haven’t had any credit card billing issues yet, but then I’m still a paying member. I honestly don’t know if the owner is purposely trying to rip people off or if he’s just as clueless about how to run a business and work with credit cards as the others who are working the front desk.
Long story even longer… come here if you want a pretty good massage at a standard membership price. But be warned about the general lack of brain cell activity in anyone other than the therapists.

The therapists deserve four stars, while the management/​owner deserves one. Like a previous reviewer, I also had issues with Massage Works charging my card after I thought that my membership had ended. If you get a membership then it will say in fine print that you will be charged until you submit in writing that you want to cancel your membership. What is the point of a three-​month membership (which is what I had) if it’s not going to terminate after three months unless you tell them so in writing??? One of the girls who worked there told me this place was sketchy. Also, I know several therapists left there recently as my therapist left. I won’t be going back to this place.

I used to go to The Massage Works for one reason and one reason only — Ember. I even tried a 3-​month membership. After my 3-​month membership was over, I was asked if I wanted to renew and I politely declined. Good thing since Ember is no longer working here.
The following month, I noticed The Massage Works had charged my credit card $ 49.99. I called to resolve this issue since I had let the front desk know a month prior that I did not want to renew. The owner, Robert, said he would check his computer and call me back in 15 mins. He never called me back. I called again and asked Robert if he could let me know why I was being charged for services I did not receive. Again he said he would call me back. But he never did. This went on for a while until finally I was so fed up I said, ‘Listen I’ve been calling you for a while and you say you are going to call me back and you don’t’. Finally, the owner let me know that all memberships are automatically renewed unless you cancel in 30 days. Since I had canceled my membership 29 days prior and not 30 days I would still have to pay the $ 49.99. I mentioned that I was not aware of this policy as he had failed to mention it to me when I had signed up for the 3-​month membership. Additionally, I was only 1 day over the 30 day notice period and he still would not remove the charge from my credit card.
I was pretty upset and I explained to Robert that I did not want my credit card being charged again the following month. I clearly stated to him that I was canceling my membership. Robert assured me that he would take care of it and that I would not be charged again. However, I found out today, 4÷8÷2011, that The Massage Works still charging my credit card for services I never requested nor did I receive. I called to resolve and the front desk was not very helpful at all. I’ve already disputed these charges with my credit card company and I will not pay again for services I never received. If I could, I would give The Massage Works no stars because of poor customer service and facilitating fraudulent activity on my credit card.

This place is okay. The prices are more expensive than most other places, but the therapists give good massages. They have a foot massage addition to the full body massage that is nice.
The front desk service is kind of terrible though. The first time I got a massage, I must have called at least 5 times to try to schedule an appointment. Three times no one picked up and no one returned the voicemail I left. The 4^th time I got put on hold for ten minutes and finally I gave up and hung up. The 5^th time I got an appointment scheduled with no problem.
Be careful about prices. I booked their website’s special couples’ massage for $ 79.99 for one couple and my receipt came out to be $ 109. I asked why and it was because I had been there before, so I got charged $ 69.99, but because my boyfriend was a first time guest, he got charged $ 39.99. Um, it did not say that on the website that the couple’s deal was for two «first time guests» only. I politely told the guy who answered the phone so, and he said he’d call me back.
No call back. Which really leaves a bad taste in my mouth. If it was my mistake, then I accept it. If you really couldn’t give me a discount, then tell me so. But please do not say, «Oh, let me check with my IT guy and call you back.» and then not call me back. That’s being pathetic and hiding from someone who wasn’t even really very upset or angry in the first place.
I gave this place two stars because of the front desk service, but the massages and therapists deserve 4 stars. They do an excellent job.