Business ProfileforMassage Envy San Mateo Bay Meadows

I had been a customer and member of Message Envy in San Mateo for over 15 years. I had to cancel my membership due to financial hardships. On April 18, 2023, I had my monthly membership message and upon check out I rescheduled another appointment as I was told I had 1 and 1/2 hours banked in my account. On May 16, 2023, I arrived for my appointment, checked in as usual, and proceeded to have my message. Upon checking out, I was told I would have to pay $145 (non-member price) and any additional tip. I asked about my banked hours and I was told that was null and void. I was shocked as I had previously paid for banked hours and the receptionist confirmed I had 1 and 1/2 hours on April 18. I paid for my service and told the receptionist to alert her manager that I would be following up with the BBB. I have tried to work with management prior to contacting the BBB. I am attaching my letters of May 26 and June 19. as evidence and for additional information for you. Thank you for whatever help you can provide to assist me with collecting back banked hours which I feel Massage Envy stole from me!