I'd been going to Valencia for the past year. They had always had good customer service until recently. My last appointment was booked with a specific female massage therapist (whom I had specifically requested). She apparently left Valencia and my appointment was moved to a male therapist without even as much as a phone call or email to me to to ask if that would be okay with me. Additionally, they moved locations but did not inform their clients so naturally I drove around looking for them in their old location. Talk about poor customer service and retention.
We apologize for any inconvenience that S has experienced.
An email was sent out to all clients to their email address on file notifying them of the change in location across the parking lot) in November - Two months prior to S's next scheduled appointment. An appointment reminder email is automatically sent to each client 48 hours prior to their scheduled appointment containing Valencia's current address. Regarding the change in therapist: The female therapist that S had been seeing was no longer working at Valencia. An attempt was made to contact each client originally scheduled with that therapist via direct phone calls at the phone number on record.
A voice mail was also left with each client if Valencia was not able to speak with that client at the time. When S showed up for her appointment, we explained the situation to her and she decided not to accept services with the male therapist. Even though the spa has a cancellation policy, S was not charged for any services that day considering the circumstances.
Once again, Valencia apologizes to S for any miscommunication and inconvenience.