Updating as I've received feedback from my insurance and the owner seems to believe that this is a public complaint, not a review. My intent is to be fair and post what is true to my experience, nothing more or less.
I did not have an expectation of the same people on staff all the time. What I appreciate as a customer is an introduction, especially as I'd been in a few times and had every intention of being a regular client.
My opinion of the website layout is just that - my opinion. I have seen the booking software elsewhere and have not had issues, but have come to believe that the array of treatment choices are what complicate it for someone trying to self-serve with this business. What I took time discovering: You cannot just change treatment type, but must book a new *time you do NOT want with the new treatment type. Next, you must go back in to rebook again for the time you previously had. You can jockey it around like this or just call. It was closed when I was doing it and I just wanted it done. Recommendation: call in and save the time and trouble.
Regarding how the treatment was coded for insurance (massage versus acupuncture), I DID bring it to the attention of the front staff. This person advised me that she was new and because of this she had *called the owner for advice* when the massage claim was denied.
When I tried to point out what I'd received for treatment and what I thought I booked, she was firm that the blended treatment was to be coded as massage, not acupuncture. Because this was a definite answer, knowing she had asked for help and wanting to avoid pressuring her (false claim), I chose to instead appeal to my insurance provider. Green Shield confirmed the front desk person had acted correctly. So, I thought I was getting something claimable as acupuncture, but I was not. I am now concerned at the offer to submit to a 'different option'.
Photos taken are consistent with other reviews and not 'part of my complaint' as the owner seemed to think. I was actually charmed by the stained glass and appreciated the cleanliness, wanting to highlight both. The renos mentioned in the reply were not apparent to me; it was fine. read more