Bianca Johnny

I have just had the most humiliating experience at Massage Addict Braeside with my 17 year old daughter. This is the second time they have incorrectly claimed my benefits on a claim where they say it isn’t going through and I have to pay up front and submit. That’s totally fine, but the last time this happened, I paid them and my insurance also paid them when I submitted the claim. So I should have a credit on file. Not only will no one call me back about this issue to resolve, the same situation has occurred today with my daughter. I wasn’t there as she is 17 and drove herself and they made her feel like she was stealing when the insurance wouldn’t go through, even though I have a credit on file and a credit card authorization form that they are legal allowed to process if my insurance doesn’t cover. She did not have the money to cover this charge, so they made my daughter sit and wait for me to come to the location and had her in tears by the end of it. The receptionist Pooja refused to call a manager and stated she would be fired if she let my daughter leave. Even though I said I was on my way.

This is not customer service and borderline fraud, when they are accepting payment from both me and my insurance and not giving me credit on my file.

I have been a member for 9 years and I will be cancelling as soon as I receive a call from the manager who was left a post it note to phone me.