I think it's a horrible inconvenience that in order to make a complaint on a corporate level with this company is such a hard task. I also will never patronize this company again due to its inability to have a structured system that franchise owners adhere and abide by. The franchise owners have the mindset that it's their personal investment, wherein they are not representing a "Be Major Brand" and are admonished to have exceptional customer personal experiences. They are a Massage company User's recommendation: Proceed With Caution when purchasing their Gift cards.