Business ProfileforMassage Envy Cedar Hills

Business Background: Both my wife and I had memberships at the Massage Envy *************************************************** location. We were notified via email that the location was being shut down and that our credits would need to be used by April 15th or our memberships would need to be transferred to one of three Massage Envy locations. The location was closed approximately two weeks before clients were notified. The email notification sent my the owner was not clear as to whether existing scheduled appointments would be honored or if they had been cancelled. My wife called the number in the email and attempted to call the location many times, but never only got an email a week later, after sending an email. The closest alternative Massage Envy location is at **** SW Cedar Hills Blvd *****************************. This is not convenient for us, but I have to use this location for my remaining credits(6hrs). COMPLAINT: On Monday 1/30/2023 I had a 1.5hr massage at the **** SW Cedar Hills Blvd ***************************** location. At the end of my massage session, I attempted to pay the tip using the gift card credits I had on file at the Broadway location. I was told 1) that she didnt know how to look up my gift card balance. 2) that I could not use the gift card credits to pay for tips. The latter is not accurate per MEs own policies. I have had this conversation with staff at the Broadway location at least 10 times (no exaggeration), bringing in the Broadway manager on several occasions to rectify the situation. He explained to me that it is an employee training issue: many new employees had not been properly trained on the computer system or how to charge against the gift card credits. Whenever I brought in the manager, he personally charged the tip to my gift card balance. I'm exhausted with this now. This problem happens every time a visit a ME location under this ownership (I never has this problem in ********). I end up having to wait (up to half an hour) while staff call management.