Hand and Stone Massage and Facial Spa

I was informed that my therapist was running 10-15 minutes late, which was not a big issue. However, my appointment actually started half an hour late. The massage session began well, but after about 10 minutes, I noticed that the therapist was only using one hand to massage my shoulder and neck. He continuously rubbed the bony part of my shoulder to the point where it felt like my skin was being rubbed raw, even though it wasn't. When I mentioned this, he moved on but continued to focus on the same areas without addressing the tension. I suspect he was using his phone with one hand while massaging with the other. I have had massages before and know what to expect, and this experience was below par. My neck and shoulders felt stiffer after the massage. I gave a 2-star rating because everyone can have off days, but I ultimately felt it was a waste of time and money.

My partner and I were informed that we could not wait in the waiting area because we arrived half an hour early for our appointment. We are both in our late sixties and late seventies. The massage we received was mostly done on top of the blanket rather than directly on the skin. No oils or lotions were used, and there was no music playing. We paid $120 for a 50-minute massage but only received a half-hour session. We feel like we were ripped off and will not be returning to this establishment.

I used to frequent the location on Stadium Drive in Kalamazoo. Unfortunately, they closed without informing my mother, causing her to miss out on a prepaid massage appointment. Despite this, my mother and I visited the Battle Creek location for a few appointments. The staff there were friendly, but they frequently canceled and rescheduled our appointments, making it difficult to coordinate with our schedules. This happened multiple times, and we even had appointments for the following month canceled a few days prior. During the most recent cancellation, my mother decided to cancel her membership and requested a refund for the month they had withdrawn payment for due to their cancellations. The staff responded rudely to her simple request for a refund. After she insisted on the refund, they called back trying to reschedule her appointment, but my mother declined and reiterated her request for a refund. They did not take kindly to this. Later, they left a voicemail stating that due to their policies, the cancellation would not take effect for thirty days, meaning my mother would be charged for another month regardless. This upset my mother, who had always asked for a physical copy of their policies but was denied, being told it was accessible on their tablet. My mother took the matter to our credit union, where they agreed that the situation was unprofessional and reflected poorly on the business.