Changes Hair Skin and Nails Design Inc.

I went in for a relaxing spa day before school started and left with 2nd degree burns on my back that have left permanent scars. I was denied a refundOn August 24, 2015 I made an appointment for a relaxing spa day at Changes. I had my hair cut, eyebrows waxed and a hot stone massage. I was a regular customer at Changes and would book an appointment every time I went to Saskatoon. My haircut was okay, the hairdresser was rude but my cut was alright. My eyebrows were great. I had been told that a hot stone massage was done by an RMT, it wasn't. I decided to go ahead anyway. [redacted] was my masseuse. This was my first hot stone massage and a friend had warned me that it may hurt. The first stone she put on my back was WAY too hot. I yelled out and rolled over so that it fell off my back. She then wrapped a few stones in a towel and left them on my back while she began massaging my legs. These stones continued to burn. I told her repeatedly and she said that "they were hotter than normal" and that "they were supposed to be hot". The massage wasn't great. When she took the stones off my back, she gasped and said, "they are hotter than normal". She finished the massage without telling me about the large blisters forming on my back. I paid for the service, determined to never get a hot stone massage, or a non-RMT massage again. [redacted] 20 minutes later, I was trying on clothes and noticed a line of 5 large, bright red spots on my back. One had a white centre, about the size of a quarter. As I tried on clothes, you could see the blisters forming. I drove home to Battleford without a bra. By the time I arrived home I had 5 large blisters on my back. The white centre had turned into a quarter sized blister that stood out almost an inch off my back. I contacted the spa the next day and the manager was sweet. She promised that the owner would call me concerning a refund and told me to put ice on it. The owner didn't call. Over a week later, I called back and left another message. The following evening, the owner called back. First, she indicated that she didn't believe me. Once I emailed her pictures of my injuries, she called back and offered me a $15 refund for the hot-stone portion of the massage. [redacted] Desired SettlementAt an absolute minimum, I want a full refund for my experiences at Changes. [redacted] Business Response Date: Treatment Date August 14 2015 Follow up letter December 15, 2015Dear [redacted]I would like to thank you for taking the time to write us as I understand that you are a very busy person and to take the time is greatly appreciated. We apologize to you for your dissatisfaction with your service at Changes Salon and Spa. We want each and every client with whom we do business to walk away feeling satisfied. That apparently was not the case for you. Changes has been in business over 24 years and we try to do our best to give our clients whether exceptional customer service and professional service with the best products and most educated staff that are available.Your letter is a wake up call to all of us as to how important our job is and that we have to always strive to be the best and communicate the best possible service with each and every person that we come in contact with.Again I want to apologise again for any inconvenience that may have been caused to you.I would like to apologise for my staff. We have many qualified staff and the technician that did your massage is very good at what she does however there are always challenges when hiring a new employee and even more so with new immigrants. One must always be patient with the language barrier and be able to communicate even for the simplest things. In regards to your comment that I failed to return your call, I needed time to talk with the technician about your service and I was away from work as I had indicated to you when I did return your call. In speaking with the technician she tells me that the she did understand that the stones were hot and did communicate that to you as you had indicated in your letter to the Revdex.com and from your friend who told you as well. While speaking to you it is not that I did not believe you and because of the distance (where you live) it would not have been practical for you to return to the Spa for us to look at the areas of concern. That is why I requested photos so that I could see first-hand the type of concern that you were reporting.We do hundreds of Hot Stone Massages with all our Technicians, and in 24 years I have never seen anything like this before.I would also like to point out that you make no mention of seeking the advice of a medical professional on the areas of discomfort.As per our procedure the technician used a towel between you and the stones while performing the Hot Stones Massage. [redacted] is an amazing esthetician and takes great pride in her work, and is very sorry for any inconvenience that may have been caused to you.You also mention in your letter that I denied you any compensation for your inconvenience, which is not true. During our telephone conversation back in August I offered to apply a credit to your account for the amount of the Hot Stones Massage add on ($15).Our guarantee at Changes is "If for any reason we have done something that is unsatisfactory with your new service, we will redo it for free within one week of that service at No Charge."It appears that you were satisfied with the other services and products that you purchased on that date as you only made mention about the hair technicians mood.Although it has been a few months and to try and resolve this issue in good faith Changes Salon will credit your salon On Account the amount for the complete massage and hot stones add on ($85 total value) upon your acceptance. You may choose to use this credit for other services as you see fit.We understand that you can choose from a vast variety of Salon & Spa options and that you expect a fantastic experience from us. We are very sorry that this time we did not deliver. I want to personally acknowledge how much we appreciate and value that you have chosen to spend your hard earned money and time with us at Changes Salon & Spa. We hope you will continue to do so in the future and we are committed to doing everything we can to provide you with a wonderful Experience.[redacted]