Complaints

This profile includes complaints for Natural Relaxation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Natural Relaxation

  310 Daniel Webster Highway Nashua, NH 03060

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  Natural Relaxation

  99 Rockingham Park Blvd Salem, NH 03079

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/04/2024

  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 given a gift certificate to visit this business in the amount of $60.00 as a Christmas gift by my fiance. I visited this business on March 2, 2024 for a combined massage and reflexology treatment. The business rendered services as described, but there was no visible certification for the masseuse. The masseuse never provided me any paperwork to sign prior to the treatment, and only verbally asked if I had any injuries or was pregnant. The masseuse physically stood on my back in a method of "Chinese massage". She used cupping on my back without a signature. I was verbally assured that the bruising from the cupping would go away on its own. My arms were also violently twisted and my back was rocked in an effort to crack it. There is no mention of any of these techniques on their website, only therapeutic massage.

  Business Response

  Date: 03/08/2024

  Dear *********,
  
  Thank you for contacting Natural Relaxation,*****,**. I apologize for any inconvenience and frustrations you may have experienced regarding the massage services that you received at our store. We would like to clarify the questions and concerns that you had in your complaint. 
  
  Firstly, please know that all the masseuses in our store are fully licensed. In order to practice in ***** **, all the masseuses are required to be licensed in the Town of Salem as well as the ***********. The health officer from the Town of Salem comes to our store to do an inspection every year.  We will put the licenses at a more visible location in the store. 
  
  Secondly, we do have a check-in/ clients' signature sheet at the register which states our sickness policy and asks for consent for different services. Unlike some of the other practices that the clients need to spend more than 10 minutes completing the paperwork and only have 45 minutes massage for a 60 minutes session, we do a full 60 minutes hands on session as listed. So we minimize the paperwork the clients need to do. The consent sheet at the register is the only written consent that the clients need to sign at the store because we do not want clients to waste their massage time. We also require the masseuses to ask for verbal consent for any add on services during the session, such as soft cupping and essential oil massage because these services will be charged for additional fee. Please see the benefits and the side-effects of cupping in this article *******************************************************************************; The bruising from the cupping will go away on its own in a week.
  
  Thirdly, Chinese therapeutic massage includes kneading,  rubbing,  rolling and deep pressure thats applied to precise points on your body,  using a mixture of deep tissue pressure, muscle and joint stretching, and gentle adjustment of the body into yoga-like poses. Its a technique that has been around for thousands of years and is one of the most common forms of alternative medicine in Asia. Similar to other types of massage, Chinese massage can help relax the body and mind. Numerous studies have found clinical benefits to Chinese massage, including improvements in pain, joint mobility, and muscle stiffness. In order to respond to your question of not having these techniques on our website, we have already updated these details on our website. 
  
  Last but foremost, customer satisfaction is our top priority. We will provide you a full refund of $80, including your gift card $60, $10 soft cupping, and $10 tip. Please bring your ID to the store at any time to receive your refund. 
  
  Thanks,
  
  Yilin