Seeing the title of "therapeutic" massage and the deal purchased explained that all the therapists…read morewere "certified" making this place sound exactly what I needed for my aching body. I was so excited that it was so close, I could walk there. Even though I specified to Kristen during my phone call to schedule, that I needed a deep tissue massage, the therapist she assigned me to was too weak to even do a Swedish massage to simply make me feel a little better. The therapist was an older woman who was frail and weak and her strokes were short and ill-formed, that I left feeling agitated and far worse than I was feeling when I arrived. Her strokes did not traverse the length of the muscle, so it felt like she repeatedly didn't finish releasing the energy out of the muscles. I did ask the therapist to go deeper several times, but the pressure never changed. Extremely light, short little annoying strokes built up to a major annoyance and agitation. I've had 100s of deep tissue massages over 20 years at chiropractors, Evolve, Qitopia, Devyne In Spa Ration Day Spa and Split Endz to name just a few, but this was the far below norm.
I immediately complained to Kristen in person after the massage, because I sincerely felt that as a new business she would appreciate knowing how her new therapist was doing, and also to let her know of my disappointment and feeling worse. Her response was lame, that the woman did finish "a" massage course and agreed that the woman was in fact, probably too weak to do more than Swedish. My response was that she should only assign her to work on people who specifically request a light touch, as it was not only a waste of my money and time, but now I needed a reputable massage therapist to undo the harm done.
Kristen's only other offer was to schedule another at full price weeks later or wait until they e-mailed me a "special" when they do their regular mailings. (Note: No such mailing has ever been received and it has been quite a few months.) This kind of response demonstrates the overall lack of caring to make things right As an example of good customer service, I have never had the need to complain about Evolve's therapists - they have all demonstrated education, strength, technique and varying pressures, and all have been able to go quite deep. Yet, Alan the owner has always told me that if anything did not meet my expectation, they would work with me on correcting the problem with a replacement massage or discount. He once even gave me a note for an on-the-house massage to share with a friend who was afraid of having a massage.
11/28/13 I now see a 5-star review on Yelp written 9/13 by Kristen HERSELF (!!) one FULL YEAR after my review, full of lies, which only goes on to prove the extent of unprofessionalism. I went out of the massage room & into Kristen's office where she was sitting at a desk, and privately explained to her in a low voice. I was so uncomfortable doing this, as the elderly lady was so nice and no one likes to have to complain, but the massage made my body hurt so much worse that I had to get another massage elsewhere to undo the damage. Kristen did not apologize "multiple times" and obviously does not fully does not understand her role as owner. Apparently, you are not "allowed" to complain here!!
I'd rather have waited for the proper therapy, so it demonstrates she only wanted to fill a slot, since she had readily admitted the older woman could not do deeper strokes. Not ONE single e-mail or phone contact was made to me - no coupons, nothing (I just searched my mail again to be sure.) The only truth to Kristen's remark is her jumping to accuse me of wanting freebies -- this just shows her inability and unwillingness to rectify what she did wrong, and now the sudden input of new reviews means she's just finally seen my review and wants her rating upped. Thank goodness Yelp is on to that kind of behavior and does not recommend those reviews.
If I afforded Evolve's prices, I'm not a person who simply is looking for freebies. Kristen needs to grow up and learn to take constructive criticism and responsibility for errors and stop lying to defend her business. It is pretty obvious how this person thinks when they blame THEIR own decision to do unprofitable ($19) Deals Coupons on the customer! What about the addt'l $60 + $39 paid & time wasted calling around to undo the harm?!
If she'd taken responsibility to do a proper replacement massage for which I'd contracted for in the 1st place, she would've received a rave review about professionalism and I would've returned at full price. Kristen could have contacted me thru Yelp when she saw this review with a positive resolution for all to see. Unprofessional ethics with a toxic attitude underneath. Not what you want working on your body even if she can do deep tissue therapy - too much competition in the area to choose this place. Try Qitopia for example on Schoenersville.
