1 out of 5 stars.
1 out of 5 stars. I am writing this review not just for myself, but for the hardworking massage therapist this company treated with complete disrespect. I booked a massage through Big Toe Mobile Massage in Charlotte for a family member who had just come out of major surgery — a six hour procedure. Less than an hour before the appointment, his medical team informed us that massage was not safe for him at this stage of his recovery. I immediately contacted Big Toe Mobile Massage by email — their only available contact method, which is a problem in itself — to explain the situation and request a reschedule. They responded that I was outside their three hour cancellation window and therefore could not reschedule. I then followed up asking whether they would honor my payment toward a future appointment, given that the service could not be delivered due to a medical emergency beyond anyone's control. They never responded to that email. Their massage therapist — who had already arrived at the hospital and handled this entire situation with extraordinary grace and professionalism — personally advocated for me via text, asking the company to honor my payment. Their response to her made it clear that I was welcome to rebook — but would need to pay again in full. That means paying $179 twice and receiving one session. For a medical emergency cancellation. And when their therapist asked whether she would be compensated for showing up today, they told her she would only receive 50% of what I paid. This company ignored a grieving family member in a medical crisis, refused to honor a payment for a service never rendered, and shortchanged their OWN hardworking massage therapist in the process. Zero stars would be more accurate.