Waterfalls Wellness Center

To all it may concern. *** *** did call in August, however he did not give us either his name, not his wife's name He did not state anything regarding her being injured during a massage she received in December, he only asked if there was a way for someone to receive a refund for
medical reasons Since we offer multiple services, the answer was that there is no medical reason to issue a refund Based on *** ***'s massage Intake form and the style of massage received in May and then in December, there are very few contraindications for massage disclosed, and all wishes were respected From December to today (September 13, 2016) there have been no complaints, or any mention of injuries sustained by the Therapist she met with, who is incapable of applying strong pressure and is both well known and certified in varying medical massage protocols.Any communication from *** *** after her massage in December would have been taken quite seriously and rectified.We do have our refund policy posted in a 9xframed poster in the lobby where purchase was made, we also list it on our website (http://www.waterfallswellnesscenter.com/make-your-visit-more-enjoyable.html, next to the word "Refunds") and the purchase itself was made on May 14, (months ago) When *** *** called, we answered him without knowing who he or his wife were The offer was made then and still holds now He may receive gift certificates or products for the remainder of the package, or they may request to meet with a different Therapist Since all of our Therapists are Nationally Certified, State Board Licensed, hold jurisdictional Permits and are required to take multiple Continued Education Courses (our company policy requires twice the number of credits as the State of Virginia), they are all well qualified to perform massages, and do so for approximately - clients a month.Thank you very much for your time.Sincerely, Sarah W***Office: ###-###-####

Review: I purchased a [redacted] for a 60-minute massage and 30-minute foot massage from [redacted] for Waterfals Wellness Center on Sept 1,2013. It was set to expire on December 1, 2013. I made an appointmknet to redeem my [redacted] for Nov 30, 2013 at Noon. When I arrived I was greeted by a gentleman that provided me with an intake form. I asked him if he knew who would be working onme. He replied, "They did not know yet". I expalined that I asked for a female an dwas promised that I could be accomodated. I advised that he did not know and was just trying to get me started with the form. After completing the form, I was taken in the massage area by one of the massage therapist. She began to go through the form. I asked her a question about one of the questions on the first page. She replied "she did not get to that yet". I expalined that I wante dto make it clear that I wanted a Sweedish massage and not Deep Tissue. As she went through the form some more, I asked her what her name was. She gave it to me. I advised that they should really tell customers their name before going into anything else. She said they say their name at the end. When she was done going through the form, I advised her that I was not comfortable with the sheeting on the massage table. She advised that she waould have it changed. I replied, "Thank you". Two gentleman came in to change the sheeting about a minute later. I stepped out in the hallway to get out of the way. I was approach by who I suspect was teh manager. She advised that she did not have anyone to work on me. I was shocked. She stated that I terribly offended her massage therapist annd refused to work on me. She then went on to say that sh ewould repay me my money paid for the [redacted]. I said, "Ok" and left. It has now been 3 days and I don'thave any refunds pending to me account. Very Respecfully,[redacted]Desired Settlement: I am asking for help with receiving my refund in the amount of $70.

Business

Response:

Thursday, December 5, 2014

Dear **. [redacted],

We have received your letter and understand that **. [redacted] is looking for a refund of the voucher she purchased through [redacted],

As we have explained to **. [redacted], we cannot issue a refund directly as we have never received payment from her. Since she paid [redacted] for the services, only they would be able to return the payment to her credit card.

We contacted [redacted] on her behalf on November 30,2013 and requested a refund.

If you have any farther questions regarding this matter, please feel to contact me directly.