BodyWorks Massage

HelloI am writing in response to a recent client complaintI am disappointed to hear a client had a negative experience at my facilityI would like to address the four key points I believe
the client made in her complaint.
1) WaAppointment/Availability
The client first came into my office wanting a waappointmentI was working off site when she first arrived, but the PT office's front desk person gave me a message when I returned to the office and I immediately called herI let her know I could see her at my first available appointment time, which happened to be two days awayThe client was disappointed and wanted a refund for her gift certificate.
My web site (***) clearly states my hours of availability, that I operate by appointment only, and that I operate within a physical therapy officeIn addition, gift certificates state that they are non-refundableFor those reasons, I felt it was appropriate to honor my no refund policy in this situation
2) Odor and Cleanliness
Regarding cleanliness, massage linens are ALWAYS changed and washed between clientsLinens are washed in hot water with hypoallergenic, unscented detergent with chlorine bleach and dried at a high temperatureMassage equipment (face rests, lotion bottles, door handles, etc.) is disinfected between clients using disinfectant wipesThe facility is dusted, vacuumed, and bathrooms cleaned by a cleaning company twice a week.
Of note, I have never received an odor complaint, and there was nothing unusual happening in the office that day that may have produced an odor.
Also, I've included a link to an article in a massage trade publication that explains the standards I follow: http://www.abmp.com/textonlymags/article.php?article=
3) Quality of Massage Provided
Before a session, a new client completes an intake form and then we verbally discuss the client's needs and goals for the treatmentI verbally describe my treatment plan, including directing the client to let me know if I missed something, if they get hot/cold, or if they don't like the pressure I'm usingI checked in once during the 30-minute session as well.
To the best of my training, I performed the massage that she booked, that we discussed during intake, and that is described on my web site.
4) Refund
Despite feeling that I have every right to honor my refund policy, it is clear that this client would receive no further therapeutic benefit from services at my officeWith that in mind, I am happy to refund the unused portion of her gift certificateShe should see a refund on the credit card used to purchase the gift certificate
Thank you

Review: My husband got me a gift card from this business because the website says they were able to do the massage that we were looking for. I went to the place and it was a Physical Therapy place and the lady at the front desk says that [redacted] (BodyWorks Massage owner/masseur) is not affiliated in their business because she was just renting one of their room for her business. The room was very small and not very relaxing. The smell is unpleasant either. The sheets that she used to cover you while she's massaging you smells. Smelt like she reused the same sheets from previous customer. She didn't do the massage that she says on her website.Desired Settlement: I want my money back and I hope she change her website and explain the massage better. Also, cleaner environment especially when people go there for relaxation. If she can't do the job, she should allow refund and/or shouldn't be in a business in the first place.

Business

Response:

Hello. I am writing in response to a recent client complaint. I am disappointed to hear a client had a negative experience at my facility. I would like to address the four key points I believe the client made in her complaint.