ComplaintsforElements Massage

• Initial Complaint

  08/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 18th I called to notify establishment I tested positive for Covid and wasn't we to make sure the therapist knew and got tested and most importantly that management knew . I got massage on the 12th symptoms began 13 and had been in bed since. 3 calls later and a email to " Jessica" the managers NOTHING. Being that I had just had a massage 2 weeks prior with no mask on and therapist no mask on this place could be how I contracted the Covid virus in the first place in fact NOW that I see they have no reaction to Covid notifications I'm almost certain this is how I got Covid!! This establishment should be throughly investigated for its lack of Covid protocol and outing the health of public at risk!! I should have received a call back immediately regarding my positive results since I just just been in and very well could have infected the therapist . The lack of reply is astonishing to me !!!

  Business response

  11/05/2021

  Business Response /* (1000, 5, 2021/08/30) */ The client did receive a massage at our studio on August 12th. She contacted the studio on August 17th and informed my front desk associate that she had tested positive for Covid and wanted to let us know so that we could inform necessary staff. My staff and management appreciated the phone call. Immediately after this news, the front desk associate texted our manager, Jessica, to inform her of the situation. In accordance with our internal safety protocols, Jessica immediately contacted the therapist who had performed the massage and told her it was mandatory under the circumstances to receive an immediate Covid test. The therapist's test came back negative. Our therapist did tell Jessica that she noticed the client was not feeling well and sounded sick during the massage session. Our business has met or exceeded all local and state safety protocols with our staff and clients for over a year and a half during this pandemic. As far as communicating with the client, Jessica tried repeatedly to call the client's mobile phone number, once on the 18th and left a voice mail message. Having not heard back, Jessica once again called twice on the 21st, and left one voice mail message to return the phone call. The client never returned Jessica's calls. It was Jessica's intent to let the client know that we appreciated the fact she called us to inform us of her positive Covid test result, and to let the client know that the therapist did obtain a Covid test, and it came back negative. Instead of returning Jessica's phone calls, the client would subsequently call the studio repeatedly asking to speak to Jessica. The client finally came into the studio days later on August 25th to terminate their monthly wellness program membership, which we gladly did with no penalties or fees. Finally, the client indicates she is astonished over our lack of communication and lack of action; however, we was unresponsive to our attempts to contact her. We therefore are the ones who cannot make sense of this "complaint".

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