ComplaintsforZen Massage

• Initial Complaint

  04/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Zen Massage on Wednesday 4/20 and asked if they had any massage appointments available for tomorrow (4/21) and I was told no but they have an 11am facial available. She went over the different facials with me and told me the price. Which was $74.95 that was fine I wanted to pamper myself. When I arrived today at appointment I looked at the pricing sheet and it said $79.95 for 75 minutes which I was fine with. The lady starts my facial at appox 1107am and finished it at 1145ish I was so confused because the time doesn't match per the fees and the time allotted. So I get my stuff together since the lady already left the room and go to the front where I talk to "I guess the manager " I asked her why my service was so short and showed her the time it didn't match and she said different people's skin takes different times and saying that's why it was shorter time. I'm confused because if it was a massage would it be different time's for people's body weight/tension/height? It made no sense. She gave ma a 10% military discount (I'm not military btw) to make up the difference which it didn't. I'm still missing about 45 mins of my service. I shouldn't have to pay for a service that I didn't fully get. The price should be adjusted accordingly. If you look at the receipt you can see the time I checked out. Which was 1159am if my service was 75 mins it should have been way after that.

  Business response

  05/12/2022

  Business Response /* (1000, 8, 2022/04/28) */ Client showed up for 11am appointment at approximately 11am. She did not fill out intake form that was emailed to her at time of her booking. Esthetician had her fill it out. Zen Massage booking software booked her a 60 minute microdermabrasion appointment instead of a 75 minute appointment. 60 minute appointment provides 50 minutes hands on service (5 minutes given at beginning for intake/questions/undressing and 5 minutes at end for questions/treatment plan/redressing...75 minutes provides 65 minutes hands on)as do all massage centers. Client received 50 minutes+ hands on (not 40 minutes as stated) and checked out at 11:59 and given a standard 10% discount (not sure what she meant by military discount although we have a military discount)per her receipt we can provide if requested. Client was contacting and given the opportunity to come back and receive a full 75 minute microdermabrasion service at no cost. Client turned it down. Client received 50 minutes of a service and offered another 75 minute service for free. We do not feel a 100% refund is appropriate because she received the service and did not file the complaint based on a bad service, only getting a shorter service. 15 minute less appointment does not warrant a full refund since she was offered a free future service.

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