Massage On Wheels — Attraction in Asheville

UPDATE: Jan 1, 2019: I am truly shocked at the reply that Alyssa left on my review as I not only was able to book with her on their website 3 mons prior to our trip, I also spoke with her on the phone 1-2 weeks prior to our trip and that’s when she told me that she wasn’t sure if she would be able to do my massage because “she had a lot going on”. ..that was the only time I spoke with Alyssa on the phone about our booked appt..If this information is listed on their site I can assure you it was just added AFTER my review..I have no reason whatsoever to be dishonest about a company I’ve never used before. After I posted my initial google review, Alyssa emailed me very soon after it posted apologizing to me for my experience and told me she was limited to one client per day. She never mentioned to me that she no longer did massages nor did she say anything was posted on her website that she wasn’t available for bookings. If you look at the reviews, they are mostly on Alyssa so she obviously does massages. In her email, She even offered me a free couple’s massage and asked if I would reconsider my 1 star review. Alyssa, I don’t appreciate you trying to make me look like I am being dishonest. I’m a very honest and respectable person and I’m offended by your attempt to make me look otherwise. I will say with certainty that I would never consider using your company after your dishonest reply about me. My rating is based on my experience with this company and not a massage since we had to cancel our trip due to a recent snow storm that hit the area. I had booked a couple's massage as a surprise for my hubby as we were celebrating our 30 yr anniversary. I booked our massages 3 mons before our trip. When booking online, You get to choose the therapists you want and I chose Alyssa for one of us based on the reviews. Well, 1-2 weeks before our trip, I called Alyssa to confirm our appointment as I had sent emails with no response and I wanted to make sure all was good since I only had an email confirmation and never actually spoke with anyone on the phone. When I called, Alyssa told me that she may not be doing my massage as she had a lot going on but she assured me that she would send someone with lots of experience if she didn't show up. She asked me what kind of massage we were looking for and I told her Swedish (just more for relaxation) and she said she mostly just focuses on therapeutic massages not swedish...really?? What therapist doesn't do swedish...you have it listed on your site that you do them. I felt it was extremely unprofessional to tell me this right before our trip after I had booked 3 mons in advance ...I guess I would have never been told if I hadn't called....well, a couple of days after calling, I get an email saying that she was sending a different massage therapist. I came very close to canceling and just booking with Shoji Spa ....well, unfortunately Asheville was hit with a snow storm the weekend we were going so we ended up canceling our trip. I called Alyssa to cancel and she said she would issue me a refund and even called me back to get the last 4 digits of my cc to make sure she refunded the right person. A week went by and I never saw a refund so I called Alyssa again only to be told "yea, we have a new credit card system and you booked with our old system so it's not letting me credit your card"....really? then why didn't you call and tell me that? I guess she thought I would forget that she owed me $280! She asked if I had paypal and I did so she ended up refunding me the $$ while I was on the phone with her....with my experience with this co, I can say that I wouldn't try booking with them again. There are too many other options in Asheville then putting up with this especially the switching of therapists after booking 3 mons in advance. I'll take my...

We booked a one-hour couples massage last month. An hour before our appointment the staff called us to ask if we could come in earlier. We told them we were about 45 minutes away but would try our best. We ended up starting the session at the originally scheduled time. But since the staff had mad errors in the scheduling they were only able to give us a rushed 30 minute massage. It was ... okay. Definitely not the best. And it was definitely rushed. This didn't stop them from charging us for the whole hour anyway at a rate that was already inflated. All in all. We paid $250 dollars for a mediocre 30 minute massage for two. I have repeatedly asked for half of the fee to be refunded. I was denied this request and blamed for the error. I asked numerous times to speak with ownership about this matter....all requests have been ignored. Good luck with this place.

REPLY: I don't think there was a misunderstanding at all. Your staff dropped the ball with scheduling and then charged us for services that weren't rendered. Then refused to refund.

You claim that your online booking software does not "accommodate automatic bookings for couples" which is not the responsibility of the consumer. If this is the cause of this problem then that liability falls on your business and you are responsible for ensure than you are charging your customers correctly.

You claim your "policy is clearly stated in your service description" which actually states: "Please note that a second therapist will be added to your booking once reviewed by our staff." -This does not state that you will attempt to move your scheduled time as you want to and if you can't make that time you still have to pay $220 plus tip.

"We proposed an earlier time of 11:45 AM instead of 12:15 PM, which you verbally confirmed as acceptable." -This is not accurate. Your staff asked if we could come earlier and we informed your staff that we were staying 45 minutes away and would do everything we could do come earlier. This does not constitute a commitment to a different booking. At the end of the day we scheduled 12:15 and not 11:45 and that was the commitment. This is YOUR responsibility to provide the service as scheduled.

"Since the appointment time was clearly agreed upon, we must maintain that we are not liable for the lost appointment time due to the late arrival." -The clearly agreed upon time was 12:15. You are liable for the lost appointment time and we were not late as that was the time we scheduled and the time arrived. Again, we were asked to come earlier and attempted to. Your failure to schedule properly is not our liability.

"Recognizing your dissatisfaction, we offered a 50% discount on your next visit to make amends, which you declined." -You offered a "solution" you knew we would not benefit from as we are not from the area and reside 6 hours away. That was a useless and valueless proposal.

Your business practices are shady at best. Your refusal to refund for services not rendered is ridiculous and borderline criminal. Your refusal to even contact me back about this matter reinforces this. This matter has been referred to the BBB and I will be detailing your business practice on every social media and review forum I...

I have never given a 5 star rating, but I cannot begin to tell you how above and beyond Alyssa from Massage on Wheels went to make sure my boyfriend and I had the best experience possible. We are also not new when it comes to getting professional massages. Alyssa tentatively listened to each of our individual needs and left us with the upmost satisfaction. I even told her once "I wish I could take you home with us." Having a massage therapist that doesn't listen to your needs is my biggest pet peeve when it comes to luxurious spas and day spas, which is why I was a little skeptical with having a massage therapist coming to our vacation rental. When I contacted Alyssa from massage on wheels I knew we had found a golden gem. She coordinated with us (through all of the dead zones) so that we had wonderful massages after our long drive to our vacation rental. She was so thoughtful. kind. and professional that we repeatedly had her back several nights because we loved how she listened to our needs. Not only that, she made our dogs feel welcome when we felt like they were being a pain in the butt :) (But we love them anyways) Alyssa is truly a very insightful massage therapist that listens to your needs and will accommadate in any way that she possibly can. We even did a day at the Shoji Japanese spa with the private bath soak and left thinking we wish we would have just called Alyssa again! She is truly passionate not only when it comes to massage therapy, but the entire customer experience and really listening the each customer needs, no matter how different or how much they vary. She...