I had a very unpleasant experience at Massage Envy, Arlington Highlands location today. A little backstory, I scheduled an appointment last week at the same location and received a call and voicemail from an unknown number, canceling my appointment 20 minutes before my appointment because the power was out. I was in route and was disappointed, as I had adjusted my schedule to make an appointment that was canceled at the very last minute. No follow ups were made to reschedule the appointment & no apologies for the inconvenience. I rescheduled my appointment that was canceled last week, for today. I filled out the Covid questionnaire and I arrived for my session early. Taylor, the massage therapist, gave off an energy that she was nonchalant and indifferent. She did not greet me in a pleasant manner. When we entered the room, she asked “what are you wanting today?” I was confused, because I was thinking it’s obvious that I was there for a massage & I had not been asked that by previous therapist. I asked, “what do you mean”, she said “what do you want worked on?” Once again, I was unsure how to answer that, because I have not been asked questions the way she was asking them. I had also filled out the customizations of the massage I booked the day before. I asked if she had viewed what I filled out prior to the session. She said “no”, with a blank face and an attitude. She said, “I’m asking you what you want worked on today, so I can know today.” I was frustrated and disappointed by her attitude and I felt as if she were getting smart with me. She also made no effort to view what I had taken time out to fill out prior to my session. Massage therapist in the past have reviewed my information prior to starting the session. At that point, I did not want the massage anymore. I told, Taylor that I would like to reschedule with someone else for a future session. She nonchalantly said, “okay.” As we were walking back up front, she asked “is there a problem?” I told her that the energy felt really off. When I made it to the counter, she motioned for one of the ladies behind the register to follow her in the hall and the door closed behind them. When the lady came back behind the counter, she asked what I wanted. I told her that I needed to reschedule with someone else. She did not ask me why, she just informed me that I would be charged for services today so that Taylor would be paid for her time. I told her that I did not understand why I would be charged when I did not receive services and that I had an unpleasant experience with Taylor. I also told her that it was disheartening that she had not even asked me why I wanted to reschedule in the first place. I asked if she was the manager and she stated she was. She said, I’m sorry that you didn’t have a good experience, but you will still be charged because Taylor has to be paid for her time. She offered a free enhancement and asked when I would like to reschedule. I said that I would not be returning to that location & told her about my appointment being abruptly canceled at the last minute last week, while I was in route to the location. She told me that they can’t give massages without electricity, which is very obvious. I told her that it was canceled 20 minutes before my appointment. She did not seem concerned or apologetic. I asked for the number to corporate, since she did not seem concerned, apologetic or empathetic. She walked me over to a picture on the wall, with the information on there, which I had to screenshot. I am very disappointed with the lack concern or consideration about my experiences with this location. If a massage therapist knows that he or she will be paid regardless of their service or attitude, with no consequences, what would be the incentive to provide good customer service? It’s almost a reward for bad behavior & being paid for doing nothing. Also, it is concerning that no one cared that I received poor service, being that I was not asked why I did not want service, that I was told I would be charged for regardless. Massages are a form of self-care and are supposed to be relaxing and enjoyable experiences. I made two attempts to do something kind for myself, and had an extremely unpleasant experience. I am extremely disappointed with my experience, and I do not want anyone else to experience the same disappointment. Customer satisfaction should still mean something, especially during these arduous times. Sometimes people need to feel as if they matter and that their business/money/time are important.