Business ProfileforMassage Envy

My wife and I have a membership at Massage Envy for at least 8 years and would visit regularly throughout the country. We had a couples massages on 5/3/23. I told the masseuse I recently had back surgery and to please work or the lower back, and also spend extra time on my feet. She asked if there was any area I didn't want to be worked on and I said no. She did not ask if we wanted a deep massage or not. She massaged my head for about 3 minutes, and I asked her how long she would spend on my head, and that the main areas I wanted her to work on were my back and feet. She wasn't applying a lot pressure and it just felt like she was putting lotion on me. I had to ask her 3 times to apply more pressure. During the the third time, she asked if I wanted to end it. I said no, I just wanted her to go deeper. She said she couldn't, got upset and walked out. The next day I called and spoke with the manager Gabrielle and asked if I was charged for the service, and she said I was. I told her this wasn't fair after the experience I had. I was refunded. I wanted to transfer our membership to the Cottlleville location, but was told I was placed on restricted. I also later found out at the Cottleville location that it is Massage Envy's policy to ask what type of massage you wanted when scheduling to be sure to get the right type of masseuse. The masseuse I had that day was only trained for a Swedish massage. Since then I've called the O'Fallon location numerous of times but the manager Gabrielle is unwilling to take my phone calls to discuss the situation.