I am beyond disgusted with the way my 75 year old mother was treated at Reno Massage and…read moreReflexology.
Yesterday, when I called to schedule an appointment, I told them my mother was 75 years old. I was told they could not give her a massage because she was "too old." They had never seen her, never asked about her medical history, and never asked whether she had medical clearance. They simply refused based on her age. I told them my mother is healthy and that her age alone should not determine whether she could receive a massage.
Today, they agreed to see her. Before the massage even started, my mother burped once. The staff immediately said that if she was "ill," we would have to pay for the full hour. I explained that she was not sick. She had simply burped.
Less than 10 minutes into the massage, the therapist stopped the massage and claimed my mother was ill. I immediately asked my mother how she felt, and she told me she felt perfectly fine and wanted to continue the massage. I told the therapist that my mother was not sick and wanted to finish the appointment. The therapist refused and walked away.
The therapist repeatedly claimed there was something wrong with my mother's nose. There is absolutely nothing wrong with my mother's nose, and my mother was not ill.
When I asked both the receptionist and the massage therapist for their names, they refused to identify themselves. I requested their names multiple times, and they still refused. Their refusal can be verified by the business's security cameras. I then photographed the massage licenses displayed at the business to identify the employees involved because they would not provide their names when asked. The names displayed were Chunfang Wu and Yuqi Li.
What was just as upsetting as the treatment itself was the complete lack of customer service and accountability. When a customer has a legitimate concern, refusing to identify yourself, refusing to answer questions, and simply walking away is unacceptable.
My mother was humiliated and treated with a complete lack of dignity and respect. She was denied service yesterday because they said she was "too old," and today her massage was abruptly ended even though she repeatedly said she felt perfectly well and wanted to continue.
This experience was unprofessional, disrespectful, and deeply upsetting. No customer, especially a 75 year old woman, should be judged solely because of her age, embarrassed over a single burp, or have a massage terminated despite repeatedly stating she felt fine.
I will never return to this business, and I cannot recommend it to anyone.
Everyone hid to avoid giving me their name. With this type of unprofessionalism and lack of customer service this business is doomed to go out of business soon.
