Complaints

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• Initial Complaint

  Date:17/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was having a massage with a therapist and then the owner started to very loudly on phone start her second accounting business. I was there an hour and asked my therapist to tell **** the owner to stop talking loudly on phone for half hour about accounting.
  
  Finally, I asked my massage therapist to open the door to reception area right outside paper thin walls, and nakedly asked her to stop. **** said when she is done she will stop talking. I had to pay $90.30 for this hour, $80 was covered by my company, but **** the owner thinks I would come in and get a half hour replacement. I have been physically sick since November 1 when this happened and do not want to go there again. I want a full refund of $90.30.

  Business Response

  Date: 06/12/2022

  I remember when the client came in for her massage treatment. All that happened between myself and the client was recorded in the client's file.

  Client is correct in the statement that while she was receiving her massage treatment I received a phone call from another client and started talking too loudly over the phone. It wasn't until the client directly spoken to me and pointed out to me that I am being too loud. I immediately apologized and disconnected my phone call. Thereafter I took care to be quiet for the remainder of the client's massage therapy appointment. The phone call took exactly 12min and 8sec. After the treatment was completed, the client continued to complain that her massage treatment was ruined and she was disturbed and couldn't relax because I was being too loud not only by talking on the phone but by also prior to that eating too loudly (using utensils and making clicking sound). At this point I offered her a 30min massage therapy credit toward her next treatment but she demanded to accept only 60min worth of credit. We couldn't come to an understanding at this point and client left disgruntled.
  

  Two weeks after the client's massage therapy appointment, I received a phone call from her, demanding a refund worth of 60min ($90.30). She stated that she was upset ever since the treatment and her entire time was wasted because the place was not relaxing and quiet. I pointed out that our massage therapy business is a clinic, therefore we can provide our clients with an option to do direct billing to insurance companies at reasonable prices, but we cannot compete or offer the same kind of serenity feeling as spa businesses do. I once again offered 30min credit, however she refused with a statement that she wants full hour refund and that she never is coming back and if I don't give it to her she will smear our business's name on social media.

  I never realized that speaking on the phone carried so much that it disturbed clients receiving massages at our business, as there was never anyone who complained about this during our 8 years of operating at this business's location. After this incident I made necessary adjustments and precautions toward future dealings with anyone over the phone and not to be too loud.

  I am willing to reimburse/refund the client with 30min ($55.65) worth of massage therapy services for the "grievance" she perceived in our business.

  Thank you,

  **** *****

   

   

  Customer Answer

  Date: 06/12/2022

  
  
  Complaint: 18418798
  
  
  
  I am rejecting this response because:  I cannot go back there.  My massage therapist said it has happened before and she was afraid to let **** the owner know for her job security.  **** told me that she would get off the phone call when she was finished.  I have never been to a registered massage therapist place where I paid $90.30 an hour to listen to The Dual business owner start talking about accounts and personal financial issues in her Bookkeeping business in the massage therapy reception area outside therapy room.  
  

  Then 10 minutes after **** getting off the phone I had to try to start to settle down for massage.  Then she started another conversation with someone else in the front reception area that I noted to my massager therapist.  You could have told me I also looked like ***** ****** cause I had makeup running down my face.  No I am totally good in never entering her places of businesses, two for one, Accounting and Massage, I am sure if she could have she would have figured a way to massage me herself during my hour.  No send me a cheque for $90.30 to *** ***** ****** ********** **** ****** ******** ******** ******.  I perceived, well out this in my file too.  *********

  
  
  
  Sincerely,
  
  
  
  ***** *****