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Hi

I've been a customer with you all for quite some time and I must say after the call I had today I am quite dissatisfied!!!! The location that I usually am seen at is 14912 Pines Blvd, Pembroke Pines Fl 33027. It's is here that I currently have an appointment scheduled for 4 pm. I originally made an appointment for another time however after booking the appointment I received a call from one of your associates explaining that the massage therapist that I was booked with does not do prenatal massages so I would have to reschedule for another time. I hesitated for a while bc I wasn't sure if the other times they were giving me would work. I went ahead and booked the appointment for the time they said was available. Fast forward I have a flat tire and a infant that has to be picked up from daycare by a certain time today and I'm not sure I'm able to make it by 4. I called to reschedule and I'm being told that my session is still going to be charged bc I have to give a 24 hr notice. I spoke with Kayla who was not helpful at all! And it's hard to believe that no one there is able to help me. Furthermore, the original appointment time that worked best for me they called and made me reschedule. I understand that every company has policies that they abide by bc i too work in customer service. But I also know that they are able to make exceptions to the rules. I'm 6 months pregnant and my tolerance is very little for someone like Kayla who is unable and unwilling to do what she can to help me. Especially when I'm a regular customer of Massage Envy with a membership.

Thank you


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