Business reviews by user
1 Reviews by marlaknyu
Horrible July 10, 2008 | 39 of 66 people found this review helpful
I have been to Essential Therapy several times and for the most part received okay service. The facials are far better than the massages since the masseuses don't bother to listen to what you say and do their own thing anyway. I have easily given them over the course of my time going there $1000, plus I have sent referrals to them.
However, this last time was the last straw. Here's the story. My mom comes into town from Florida about once every three years. She asked me to get her a facial and I decided to make it at Essential. While she was there, I figured I would get a massage.
We arrived at our appointments well within the time requested. My mother's appointment was at 11am and mine was at 1130am. We went downstairs and we changed into robes. We were waiting in the waiting room until 1115 when I finally walked up to the front desk to ask people where my mother's facialist was. Apparently, she had not come in. And it was not until I walked upstairs that the girl at the front desk decided to call her to see where she was.
It turns out that she was not coming in. There seemed to be no surprised or understanding. She said it to me in a very matter-of-fact way, with no remorse. I was mortified and upset. I had planned this to be a special mother/daughter day but nothing seemed to be going right. My mom changed her clothes again and we left the establishment because of their mistake. I said, "We're leaving." And they were still totally unresponsive. They did not say, "We will charge you; you better not leave." They did not even make eye contact with us as we were leaving. No apology...nothing.
Today I was checking my credit card charges and I see I was charged for "canceling" the appointment. I called Essential, certain that this was a mistake and sure that they would remove the credit since I was a good customer and since I left because it was their problem. However, the manager told me I was still responsible and that it was my choice to leave. He also said that my mother should have waited for me to get my service even though her facialist did not show up. Therefore, he was not removing the charge from my card.
I cannot believe Essential is willing to lose $1000 more dollars of my money for a measly $78 bucks. I will never go there again. There is no way I should be responsible for their mistakes and rude behavior. I can only imagine that if I did not go up to the front desk to ask what was wrong, we would still be sitting there.I would visit this business again? No