Massage Envy review: unfair and disrespectful management

I've been with Massage Envy for 12 years. I've been going to the Bartram location for about 5 years. I've been so happy overall until recently. I'm not sure if they have a change in management. I called on 12/2/18 morning and spoke with the nice lady from the front desk but my issue was not resolved. I asked for the supervisor and the lady said that she will call me back. It's now 12/3/18 evening, I still haven't gotten a call back.

The issue is I'm being penalized for payment because I did not show up on my 12/1 appointment. For 12 years that I have been with Massage Envy, I normally book my appointments for 12 months. I rely on the text, email, and courtesy calls about my appointment. They are claiming that they called. I said that I don't have any trace in my phone nor an email. The last email I received from them about an appointment was for 11/2/18. I'm not sure of the break-down in their process or system. But, a loyal customer of 12 years with a 22 years old son with Autism should NOT be treated unfairly. This is my only time for myself and I treasure it. I never really missed my appointment the 12 years that I've been there. The management seemed not to care because the front desk lady said that her supervisor said that they called me on 11/30/18. Again, they must have called the wrong person and they did not have an email (that to me is the clue something broke down).

I definitely should not be penalized and I should also have the respect to be called back especially I've been a loyal customer for 12 years. If not for the wonderful therapists there, I will take my business somewhere else because of the unreasonableness, unfair, disrespectful treatment form Bartram management location.