Massage Heights - Very bad customer service

Hi,

I'm a new customer and was really excited to try massage heights , I booked a service for me and my mom so I can spend some quality time with her , unfortunately today was my appointment at 5:30 pm but I felt headache from morning and by afternoon it became worse and had to call sick . I called massage heights Carmel valley location right away and told them Im really sick and need to cancel the appointment.

The receptionist "Ally" said I have to pay the full amount or come for the appointment. I said it's not fair to your therapist if I show up. I work hard and don't want to lose my money but I cannot be unfair and let your therapist fall sick. She called me back and said she charged me the money .

I said I'm sick and I don't know how early I could have informed her coz it happened today but she disconnected my call and said not to call back. I kept calling her and then had to drive my daughter there ...she told my daughter she blocked my number from everywhere and was very disrespectful

She charged me the money and she spoke to her friend and laughed when my 14 year old was there ..I did not shout , I was not disrespectful .

I said I'm really sick and help me this one time but she laughed at us and called security on us. I have never been humiliated like this before.

She blocked my number and she charged me $80 and disrespected when I was very sick and was going through so much.

This is what your website says but you charged me $80 for no reason "We ask that in return, should you feel ill prior to any scheduled appointment that you contact your local Retreat to reschedule your appointment for a later date, without any penalty"

Please explain what did I do wrong here ...when I said sorry multiple times and asked her to help me as a friend and woman who equally works hard for her paycheck.

I have never seen such bad customer service ever before.