I have been a member since last year and have had massages at two different locations. The Brookside location is where I have had trouble. I want to say that the 2 massage therapists I saw were decent, not as good FOR ME as the one I see at another location, but good anyway. It seems as if the front desk staff did not write notes in my account. I was canceled on twice over the past couple of months and received calls to reschedule. I asked to reschedule with a massage therapist that a friend recommended and the receptionist asked if I wanted to do an hour and half and at the time I said no. The receptionist said this MT usually does 1.5 hrs. but since I had been cancelled on twice, they would let me do just 1 hours. A week before the massage, a receptionist called asking if I wanted to increase the time to 1.5 hrs. because the MT prefers 1.5. (seems notes were made from last call to me) I said yes at this time because I was 3 months backed up on massages but when I got there, expecting to have one MT, a different MT, with a different name, greeted me in the waiting room. I was confused and when I asked the front desk, they first asked me who I spoke to before. I don't remember; they usually don't say their name anyway when they call, and also, why would this info. not be in the system? And why are we playing the blaming game? Then the receptionist told me I must not have misunderstood but I never heard the name of the MT that was ready to give me a massage. I took notes of the appt. in my planner at the time it was made. I went ahead with the massage because I really needed it. The MT was okay. I didn't love her method and I told her I had pain in my feet and legs and had to later ask her to work more on them and she asked "Oh, do you have pain there." I just didn't feel like she was listening but she wasn't horrible. Overall, a decent massage. When I exited, the receptionist told me that on the same day, there was an appt. made with the MT I wanted for the following month and a massage with the MT I had. I don't recall that, don't know why that was done, especially since the appt. made for the following month was a date in which I would be out of town and have known I would not in in town for some time. The whole thing was a mess and all the receptionists, there were 3 of them, needed to do was to just apologize for the situation, not blame another staff member, not tell me that I did not understand something. It was just bad form. I didn't feel comfortable. I didn't feel like they really cared and it turned me off of this location. Maybe the MT I wanted is good but if seeing him means I have to return to this location where I may not get the right MT I scheduled, I'd prefer to save the stress and go to the other location where I have had nothing but professional service. One more thing: I wanted to change my credit card and the Brookside receptionist said "I will have to call the location where you opened your account. Do you want me to do that?" and I said yes. That's what I was asking. She looked at her coworkers and said, "Let's see if they even pick up" and said it in a judgmental way. I thought that was very unprofessional to talk about another branch of the same company that way. Of course they picked up the phone and I got my card transferred and I hope I never have to go to the Brookside location again.