Ascend Day Spa

Review: refund issues, contract services issue.......I bought my wife a spa package and was given a male masseuse. My complaint is this is not an option that my family wanted and it was never explained to us that she would be getting a male masseuse (90% OF THEIR MASSEUSES ARE WOMEN). It wasn't explained to my wife that she could refuse the male masseuse or get her times switched. All MASSAGE PLACES IN THIS COUNTRY INFORM YOU AS TO WHETHER YOU WANT A MALE OR FEMALE. We have been going to this SPA for 4 years and have never received a MALE. I called to voice my displeasure and asked for a refund on the massage and was refused. It was told to me that my wife should have know n to ask out of having a male. This is complete BS trying to cover tracks when ASCEND failed to cover all factors going into my purchase. If I had known she would be getting a male, I wouldn't have paid for a thing. I want my money back and will NEVER GO BACK TO THIS PLACE....FALSE ADVERTISING.............Never does it say that a MALE MASSEUSE is an option...........Desired Settlement: I want the full price of a swedish massage as well as gratuity charge that I paid for.....FALSE ADVERSTISING

Business

Response:

To respond I must tell the details of the incident mentioned...

[redacted] purchased a Gift Certificate from the Ascend Day Spa for [redacted], including a 1 hour massage, facial and mani/pedi. [redacted] chose a day and times to receive her services, at which point she made no mentioned of staff preferred (ex. a female therapist). [redacted] came to the spa on said day and time. She was greeted by the Front Desk Coordinator as well as the Massage Therapist who performed her service; still at this point after clearly acknowledging the therapist was a male, she made no attempt to offer any concerns on this matter. [redacted] received all of her services and, upon checking out of the spa, boasted as to how amazing each of the services she received that day were and how good she felt.

The very next day I received a call from [redacted] expressing his discern that a male therapist performed the service. I explained to [redacted] at that time that we do not see our Licensed Massage Therapists as gender but merely state qualified agents to perform specific services, but that if [redacted] would have made mention at any point that she was uncomfortable with a male therapist we would have gladly accommodated her with a female. I also assured [redacted] that we would make a note on [redacted]’s file that she would only want a female therapist in the future. [redacted] seemed relieved with that assurance but then proceeded to demand a full refund on the massage [redacted] had received in entirety the day before. Now, I am more than willing if a client is dissatisfied with a service to refund payment, but [redacted] received her entire 1 hour massage and then complimented the service with rave reviews. I tried to reason with [redacted] by comparing a similar situation: would you enter a restaurant, complete an entire meal, compliment the chef and then demand your money back? Another point of confusion I had with the demand: how would refunding the monies change the fact that the day before your wife received a massage by a male therapist? It was at this point of the conversation that [redacted] decided to end the conversation and abruptly hung up the phone. I felt that I offered [redacted] a reasonable solution for future prevention of any issues yet unfortunately we were not able to come to an agreement. I do not believe that a business should be forced to simply refund monies whenever a demand is made. The claim must be valid and substantiated with supportive evidence. It is unfortunate that this incident occurred and I will truly miss the attendance of [redacted] & [redacted] at the spa.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

We have attended Ascend Day Spa for 4 years prior and have NEVER had a male masseuse. I was offered the choice myself once prior to me getting a massage. I was asked if it would be a problem. My wife has NEVER had a male and in the 4 years, it was NEVER told to us about having any information on file!!! The package I bought included 3 things and my wife was told that she needed to have all 3 done the same day. Thus she didn't know she had an option to say "No" also not explained. In this country, it is common courtesy for every massage spa, to ASK the client about having a male massuesse especially if the client is a women. We have had this done in New York as well as other states and overseas. I repeat that we have NEVER had a male at ascend and NEVER were told that we needed to put that in a file until after I called to complain. I was not satisfied with what [redacted] (the owner explained to me as she said in her email). Both my wife and I explained to her that we have never had a male and would have turned them down if they stated that (which they failed to mention in 4 years of going there. [redacted] is trying to cover herself because she know I would have NEVER bought a package if it was mentioned about having a male massuesse. There is nothing on there website or policy explaining that they even use males on female clients. This is false advertising because once again, we have NEVER had a male and all of the massuesses up to this point have been female. She has forever lost my business as well as the other families that I recommended who feel the same way. I still want my massage refund, be ause this is false advertising and leaves me as the customer with NO TRUST. I will continue to peruse this until I get my refund for the massage.

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Sincerely,