Complaintsfor7 Sunny Massage

• Initial Complaint

  11/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Transaction occurred 10/22/2022 in the amount of $220.00 for a 60-minute deep tissue massage for two guests. The massage parlor did not provide and refused to print receipt when I asked. Additionally, the massage for two was supposed to cost $180.00. Prior to the massage, I was asked to pay upfront in cash only, due to thee neighborhood. I paid. Afterwards I set my personal belongings on a chair and undressed for the massage. During the massage, I was not given the deep tissue service as requested. It was a hand massage when the place was supposed to use their feet. When dressing back up after massage, the employee stood in front of the room and refused to let me pass unless I tipped $20 per person. Upon threatening to call the authorities, they finally let me pass. After leaving, I realized one of my personal belongings (a watch) was missing. When I went back to retrieve it, they refused to return it unless I paid the tip money. The employee then threatened to trespass me from the property so I was forced to pay to get my watch back. 7 Sunnys business practices needs to be addressed.

  Business response

  11/28/2022

  Hello BBB!
  My name is *************************, and I am the office manager for 7 Sunny Spa.  The Owner, ******************* is currently out of the state. I will send him a copy of your letter and our response.
  
  
  I am writing today in response to a letter that we received in the mail regarding a customer complaint, dated 11/7/2022, reference number ********. For starters, I apologize for the delayed response. I have been recovering from surgery and just received your letter.
  
  
  Id also like to say that we take complaints very seriously. We realize that in order to be a successful business today, our business must be customer service driven. We believe that is why our business is growing every year and why we have so many loyal customers.
  
  
  Unfortunately, it does not seem as though this customer was pleased. 
  
  
  Whenever we have complaints, the first thing we do is review our records and video. We believe we have located the video of this interaction, and as mentioned in your letter, we also believe there are definitely 2 sides to this issue. And the video makes this quite clear. It shows the entire interaction at the start and end. If the customer was unhappy with the skill or quality of the service, I would imagine that he would give instructions to the massage therapist at the time of the interaction. There is very little we can do after the fact. If the customer had called us after the session, we would have asked for the date of service, approximate time, dollar amount spent, and we would have reviewed our records and spoken with the therapists involved. We do not believe this customer ever called us to rectify his issues.
  
  
  Lastly, our licensed massage therapist are told to never beg or ask for a tip. We believe this to be awkward and embarrassing. If that happened, that is against our policy. And for that, we apologize. Furthermore, any therapist that does ask for gratuitys is reprimanded as soon as we are  informed.
  
  
  We do not want to lose any customers. We appreciate the BBBs intervention and we are happy to answer any further questions you may have. 
  
  
  Sincerely,
  *************************
  Office Manager 
  7 Sunny Spa
  
  
  

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