I have been a member of Massage Envy since 2010. I have enjoyed almost every massage that I have ever had. Sadly though on Friday, December 18th, I had an appointment with Diana at the Carmel (Greyhound Pass) location.
I have never met a massage therapist that was so abrasive and unprofessional until this woman. Diana is not punctual. My appointment was at 5:30 PM, she did not come and get me until 5:38 PM. After the initial consultation, she left the room at 5:40 PM and then did not return to the massage therapy room until 5:47 PM. Seven minutes to return!!! I was on the massage table ready for her return within two minutes!!!
She proceed to complain that I was getting the aroma therapy and the sugar foot scrub done at the same time. She did not have the towels ready for the sugar foot scrub and proceeded to imply that it was my fault. How can it be the client’s fault? Since I waited an extra eight (8) minutes, you should have had everything ready for your next client. I even asked her if she had a client before me and if that person caused her to be running late. She did not respond to this query.
Also, prior to the massage (during the consultation), I advised Diana that my right foot was causing me issues and that I wanted extra attention there. I also advised that I’m a very ticklish person and my left foot makes me laugh. She proceed to explain some weird “yin and yang theory” which had no relevance to my reasoning for being ticklish. I’m NOT ticklish because I’m in pain or have an ache there or even with the other foot. I’m ticklish because that’s the way God made me.
On my paperwork, I indicated that I wanted medium to deep pressure. She proceed to apply extremely firm pressure without even asking me if this is “too deep”. After a minute, I advised her that it was too firm for me. Her response instead of saying, “Oh, I’m sorry. Let me adjust my pressure.” was to hardly touch me at all. At this point, I was getting pretty upset with the appointment and could tell that she was not a good fit for me.
I originally had an hour and thirty minute massage with HER!!! I quickly advised her that I would prefer having only a sixty minute massage. Instead of offering to comply or realize that she was doing something WRONG, she informed me that she could no longer work on me. She ran out the door without advising me if another massage therapist would be in or not.
I proceeded to the receptionist desk after dressing. The receptionist, Kaitlyn, was not aware of what happened. I informed her of the situation immediately. I asked her if Jennifer, the manager, was available. Jennifer had already left for the day. Several other massage therapists were aware of what was going on at that point.
We were discussing the situation when all of a sudden Diana walks quickly by all of this. She does not give a further explanation for her own actions nor does she speak to anyone. She proceeds to exit the salon without an apology or explanation.
Eventually, the manager is aware of the situation and we discuss a resolution to the problem. Overall, the manager, the receptionist, and two of the three massage therapists corrected the WRONG done by DIANA!!!
If you are considering going to the Carmel location, please DO NOT ask for DIANA!!! Even though this happened, I would still recommend this location based upon the manager’s quick response to resolve the situation and the other two massage therapists’ professionalism in handling my concerns in the manager’s absence (John and Emily).