Massage Envy review: Poor service

My husband had back pain and I bought him a massage at this location specifically to address his back. When he got in he told them that he wanted them to focus on his lower back and thighs and even circled it on the iPad checking in and then told the masseuse as well. Well then during the massage he confirmed that he'd like his lower back massaged and the masseuse ignored him multiple times and only spend very little time on his lower back. When he walked out the lady was right there next to him when they asked how his massage therapist as and he just said "fine" and left. I'm disappointed that I paid for a specific service that we requested over the phone, then upon checking in and again during the massage. Not a great experience. I called them and told them what happened and they said "oh we asked him if it was fine and he said yes" and I asked to speak with a manager they said they'd have a manager call me but it's been over a week and no calls. I don't recommend this place, they don't care about your experience and only want to subscribe you to a membership and try to sell that really hard.