Complaints

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• Initial Complaint

  Date:27/03/2023

  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.

  On Mar 7, I went for a message at New Leaf Wellness Center. They did not have towel on the table stated they are out of it. During the message my face feels slight tingling after the message I told the *** that my face is burning. She stated just splash some water on your face. The next day my whole face was burned, my forehead and my left eye area, the burn scar is so big on my head and is still very visible. I need to take time off work as my face was super burned, see the Docotor and he said that is definitely from the message table as you can see the shape of the table on my face. I went to the speak with the owner and she stated "**** ** *** **** ** ** **", and she told her manager you make sure you chart that we advise her to go to the Docotor. No accountablity for anything. The solution they use on the table is ATTACK and has cause my face severe burn. I need to go to do microneedling to get the scar treatment which cost me ******** and I lost 3 days of work time, buy all the Vitamin E oil, ***** and sunscreen I need to buy. My treatment cant happend until 3 months so I am walking around with big scar on my face. But the owner was not kind this is my face that they table burned. All the staff there has seen how burn it is when I went there to show them the next day.

  Customer Answer

  Date: 27/03/2023

  Yes please tell them to refund me the amount paid, for the message service.

  Please also tell them to change the product they use for cleaning as that product is not safe. 

   

  Thank you. 

  Business Response

  Date: 31/03/2023

  To whom this may concern,
  Newleaf Total Wellness Centre sincerely regrets ******************************* experience at our clinic on March 7 during and following her massage therapy treatment as has expressed this regret directly to her.
  On the 7th of March, the *** used a disposable face cradle cover on the sanitized massage table during ************** treatment. These covers are manufactured by a reputable company and made of high-quality, durable medical paper. The sanitizer used to clean the table is called Attack. It was appropriately diluted, and the table had been sanitized and dried for over an hour prior to ************** appointment. It is unfortunate and the clinic deeply regrets that one of these products affected ************. We have since purchased several more fabric face cradle covers, and staff have been re-trained on the use of the solution. Additionally, we are looking to replace Attack with a more natural product. This product has been in use since the ******19 outbreak as part of the clinics infection control processes.In that time, we have had over ******* patient visits, and this is the only incident.
  Following her treatment on March 7,2023, ************ complained to the massage therapist about a warm feeling on her face. The *** immediately told her to wash her face with cool water. *********** paid the patient portion of her bill and left the clinic.
  On March 8th, ************ called the clinic to complain and spoke with one of our Admin Team who directed her to seek medical attention. About an hour later ************ arrived at the clinic to speak with me (the owner) and our Office Manager. She stated that she notified the *** after her appointment that her face felt hot, she said she was told to rinse her face with cool water, but she did not do so. She also informed us that she did not seek medical attention or attempt to rinse her face, but she put ice on it much later in the evening.
  I expressed concern about the ***** being close to her eyes and strongly recommended she seek immediate medical attention. ************ refused to go to the hospital stating it would be a waste of her time due to the (often) lengthy wait times. She stated she had already missed work this day due to the way the burn looked and did not want to waste any more time. We strongly suggested she go to emergency several times, but each time she refused. Due to her reluctance to go to the hospital, my office manager called poison control and they advised ************ to go to the emergency department immediately. She again refused to go. I suggested that she go to an urgent care or walk-in clinic as they are often less busy, but again she stated she didnt want to waste her time running around. So, the office manager assisted ************ in calling several walk-in clinics to book an appointment as soon as possible. ************ eventually booked an appointment at a walk-in clinic for the same day.
  I asked her repeatedly how we could help and what she wanted us to do for her. I told her that we do not have the training or resources to care for this burn. She asked for a photo of the product, which we provided. She stated she wanted nothing except for us to change our practices. I advised her that staff would be retrained on the use of the product, and that we would order more fabric face cradle covers. These things have been done. We are happy to refund the patient portion of her treatment on March 7th, but we cannot reverse the claim made to her insurance company. We will also offer her another massage at no cost. Had she asked for this compensation on March 8th we would have been happy to provide this to her then. It should be noted that since this incident ************ has attended weekly massage without complaint, or injury.