The associate I spoke with was unprofessional, did call back and didn’t note- I called to cancel my appointment July 2021. I purchased a couples massage for $99 dollars in Feb that was never redeemed in March 2021 or July 2021 due to relocation due to COVID-19. The massage therapist refused to reschedule the appointment when in the Charlotte area for the holidays stating to reach out to Groupon for a refund for services that were not rendered.
We truly enjoyed our couples massages and look forward to their upcoming open house. They were so professional and accommodate our music selection. I haven't had a massage since COVID so my body was really tense; however, I walked out feeling light as a butterfly.
TL/DR; DO NOT use this company (PKB for short) if you can avoid it. I can't speak for anyone else, but my experience was AWFUL.
I'm going to list out my interactions/attempts at working with PKB.
1. I purchased my groupon for a couples' massage in December for my wife. I tried to reach out to schedule and had weeks of back and forth with PKB before finally getting it on the calendar. I get it. Scheduling can be tough sometimes - especially when running your own business. No problem.
2. Once it was on the calendar, PKB asked us to fill out a medical screen, which included a COVID screen as a virtual form. We both filled this out, and had no problem with it. Everyone - ourselves included - are being safe right now, so we filled that out promptly. This medical screen asked about medical history. I have chronic lower back pain, so I listed that as a symptom (thinking that a massage therapist would like that information).
3. A few days later, the **exact night that we were scheduled - 2 HOURS BEFORE the appointment**, PKB called us and asked that I get a formal covid test because I listed chronic lower back pain. The assistant suggested that a cough (that I did not list as a symptom) could somehow cause lower back pain, and thus this is a potential COVID symptom?? They said I need a clean COVID test result within 7 days of the appointment.
I disagreed with their thought process, but figured "hey, this is kind of annoying, but I get it - they're trying to be safe. Fine."
We then reschedule for next week and I schedule a COVID test.
4. I take time out of my work day to go get a COVID test done. It comes back negative. Nice - we're in the clear and can now get our massage - right? NOPE.
2 days before we're scheduled for our appointment, they ask for my COVID test results. I send it to them. Then they ask for **my wife's** COVID test results...
My wife had zero symptoms listed on her medical screen. PKB did NOT tell us that she had to get a COVID screen (my wife was on speaker phone with me on the first reschedule call, and she agrees that PKB did not ask for this).
I explain to them that PKB did not ask for my wife to get a COVID screen, but for just ME to get a COVID screen. They then outright LIE and say that I listed "chronic coughing" as a symptom on my medical screen (I've literally never had chronic coughing in my life - why on earth would I list this as a symptom during a COVID pandemic if it's not accurate).
They then try to use this lie as justification to reschedule my appointment and force my wife to get a screen and due to the 7 day requirement, meant I would have to take time away to get tested again too.
This lack of professionalism, timeliness, and failure to clearly communicate had reached the point of being unacceptable. So I promptly ask for a refund - which of course, has to go through Groupon.
Then PKB emails me back and snidely says that they're not willing to cut corners to "make anyone feel comfortable".
Seriously? I'm not asking you to cut corners to make me feel comfortable, I'm asking for you to CLEARLY COMMUNICATE and not LIE to me so you don't waste hours of my wife and I's time trying to navigate your terrible communication skills, illogical thought processes, and lack of scheduling ability.
If PKB has simply said up front on their website or at some point during scheduling that they require a clean COVID-19 test within 7 days of service, we would've done that with no complaints. We're not some crazy people who don't think COVID is a real thing. We wear masks everywhere we go, and we're very safe about who we interact with.
Instead of clearly communicating, PKB chose to cancel last minute, LIE, and GASLIGHT us about what they communicated to us during this process.
Do. not. waste. your. time.