Business ProfileforSouthern Maine Massage & Wellness

There are two locations for this company with the same phone number for each. The company is not straight forward on the location for services and has a strict no-show policy if you show up at the wrong location. In my case, we showed up at the wrong location and we were advised to wait and see if the next client would come in instead of driving to the other location. This resulted in a no-show fee and ************ conspiring of accounts from employees involved. I would not recommend this company at all as they are very clearly not client-focused.

Hello,

We understand and acknowledge your frustration. You are correct, we have one phone number, and as stated on our website, we do not have onsite receptionists, so the one phone line is directed to a remote employee. Please note that at the beginning of the conversation it was asked which location you were looking to schedule at, and it was stated that there were no openings at **************. We offered you last minute availability in ******* and you accepted. Along with verbal confirmation that the appointment was in *******, the text message that was sent states Your appointment is Tue, Nov-14-2023, 03:15 PM with (Massage Therapist) at Southern Maine Massage & Wellness, *******. See you soon (Client Name). The email confirmation, which the system shows was opened, also states Southern Maine Massage and Wellness, *******, including the street address and a map. We did also apologize for the miscommunication from the staff. The therapist you spoke with had the kindest of intentions and provided the option to let you wait and see whether or not her client arrived for their appointment, however, once they arrived, you still had more than ample time to drive to our second location, which was the original site of your appointment. (Massage Therapist) was willing to take you as late as 4:30 PM, an hour and fifteen minutes past your original 3:15 PM appointment. This offer was refused.

So again, we apologize for the inconvenience, but we would like to respectfully disagree with your statement that we are not client-focused. On the contrary, we do not staff on-site receptionists as a way to reduce our costs, thus allowing us to offer our services at some of the most affordable rates around. Additionally, we only charged a 50% cancellation fee, as opposed to our normal 100%, given the circumstances. We also highly value and respect our practitioners. It's unacceptable for a provider to travel an hour for a client who fails to show up. It is disrespectful, and our providers must be compensated for their time. We hope this clears up any confusion, and we wish you the best in your future endeavors. Best Regards,