I have gone to Utopia many times and spent alot of money over the past year. When I first went there, it had very poor ratings about the customer serviceon City Search, but I decided to go anyway. I bought a series of treatments. Twice the machine would not work and I had to reschedule. Many times I waited patiently for another client to finish before I went in. I was 7 minutes late due to traffic. I waited in the front for 5 minutes before the receptionist told me that Cassie would not honor my appt (my appt would take 25 minutes) because I was late. I left, then called and said I was not happy and that I did not think that I should be treated that way. Cassie came on the phone and said that she was trying to ""work me in"" (I had called a week before for an appt), and that the reason she did not come out and talk to me herself was because she was working on a client. So the truth of the matter was not that I was 7 minutes late, but that she was running behind and had a more ""important"" client behind me. She did offer to reschedule my appt for 6 pm that evening and when I asked if it could be 6:30, she said that was not possible, because she was catching a plane. While we were talking, I never cursed at her, never disrepected her, but she consistently would say, if you cannot talk to me nicely I am going to hang up. It wasn't until I told her that I was going to put her on speaker phone for others to listen to both sides of the conversation, that she quit using that line. I believe that they felt that I was not that important of a client in which to foster good will, so they chose to lie to me about why my appt was being cancelled. But what they don't realize is that had they told me the truth, I probably would not be as mad and would probably have come back as a customer. I doubt that I will ever go to that establishment again--Houston is filled with competitors that will treat the customer as if they are important--even if they are not!
Cons: very poor customer service