Complaints

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had scheduled in advance for a massage with an elite upgrade on Saturday, 2/26/2022 at 11:30am that the upgrade is additional time according to their menu of services. Since this upgrade was a promotional gift (no charge) for signing up with their membership plan they decided to give me the massage and the complimentary upgrade at the same time and to take time away from my massage because of the upgrade. This was never told to me when I signed up for the membership nor was it told to me in writing when I book the appointment. I complained to the massage therapist and he went ahead and spoke to ******* the General Manager who didn't care because they scheduled back to back appointments. He told me he had no choice to do it it in 50 minutes instead of 80 minutes for the services. I told him I was upset. and gave me an hour massage with the upgrade instead. The company basically rob me of 20 minutes of my reflexology appointment. When I went up front to complain after my services, ******* the General Manager was extremely rude and said I am sorry it wasn't explain to you that your massage appointment would be shorten to do the upgrade. I've been in the spa industry for a very long time and I have never heard of an upgrade being done the same time without additional time for the service, specially a spa service. I told her I wanted to cancel my membership and she didn't seem to care a bit she said that would be a 60 days notice. I feel since my services wasn't done correctly nor done right that my membership be cancelled immediately for services not rendered. I will make sure the consumer like me don't get ripped off by companies like this one.

  Business response

  03/03/2022

  We appreciate that the client has come to us for spa services. We treat everyone equitably, and in this case, unfortunately the client did not understand her upgrade. We did try to correct the misunderstanding but the client was very angry and would not listen to the massage therapist, the front desk coordinator who set her appointment, and the manager who tried to resolve the issue.
  

  The client received a complimentary Signature upgrade when she became a member. Please refer to the attached Service Menu where the Massage upgrades are listed. She selected the Reflexology upgrade which is a Signature upgrade. In her complaint, she erroneously states that Reflexology is an Elite upgrade which it is not. The manager even showed her the Service Menu where it does not state that any extra-time is included in a Signature upgrade.  Perhaps other spas include extra time, but we do not and it is clearly stated on the Service Menu what we offer. Secondly, when the client booked her appointment, she did not request extra-time. Thirdly, Our massage therapist did what he could and gave her for free an extra 10min. which meant he reduced his break between clients in order to appease her. The client still wanted more time but he could not give her an additional free 20min since he had another client coming in after her and it wouldn't be fair to cut into another person's time. 

  The general manager tried for 10min to explain to her what she wanted wasn't included in the complimentary Signature upgrade, but the client kept interrupting her and talking over her. She was very angry.  Because all of my staff did their jobs correctly and because we extended her massage an extra 10min as good customer service, we will not give her a $64 refund for the service completed in good faith and in full.  In a fourth effort of even more customer service, what we can do is to waive the 60day cancellation notice in her membership contract. The 60day notice legally obligates the client to pay another two drafts which total $128. Because she is so upset, I do not believe she would like to return to the spa. Therefore by waiving the 60day cancellation notice she will save more money than the refund she requested. Her membership will be cancelled immediately, and we hope that she finds another spa better suited to her needs.
  

  Customer response

  03/03/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

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