I’ve been a member of Massage Envy for 10+ years. I’ve never been treated the way I was at this location. I have a lot of massages banked, when I arrived I was told I would need to pay cash in addition to using my sessions. I let her know that I’m unwilling to pay additional considering I have over $3200 in massages banked and available to me with massage envy. They are more than welcome to pull it from my account. The young lady called the manager or owner. While on the phone with them she got a smirk on her face and then hung up. She said, we’ll wave it this time, but you’ll need to pay it in the future or you can no longer receive services here. I let her know that won’t be a problem as I won’t be coming back there are other locations in the area. There was no customer service approach to the interaction. There was an undertone of sarcasm and a bit of blame being placed on me. There was a small blurb in the middle of the appointment confirmation text that mentioned there could be a charge. I hadn’t seen it prior to standing at the desk. But, the tone and attitude was it was my fault for not reading that and calling to find out about it. I saw it as an appointment reminder. I missed it. I went in for the appointment completely calm and relaxed. Within two minutes at the desk, I was beyond frustrated and couldn’t believe the lack of customer service skills I was dealing with. Massage therapist was great! Even though a lot of my time was wasted dealing with the issue at the desk. I called another location while in the parking lot to move my membership there given we just moved to the area. At least now I know where I won’t be going. I prefer to go to a location with better management as I’ve experienced in all other locations. Clients seem to be disposable at this location. The floors look filthy. I’ve been in multiple Massage Envy locations and this one does not look as clean as the others I’ve been in. The customer service is far inferior to anything I’ve ever experienced at any other location.