Dolce Vita Day Spa

I am responding to a letter received on November 2, 2014 in regards to a complaint (ID number [redacted]) sent to us about an experience [redacted] had at Dolce...

Vita Day Spa and Wellness Center in Granite Bay (not Roseville) on 10/18/14. To address the clients concerns in particular, I wanted to clarify everything mentioned in her original/attached copy email to us as well as to you. [redacted] came in to the spa on 10/11 to book her appointments. She sat at the front desk looked at our menu which had the prices listed. They are as written on the menu and online: 90 minute Deep Tissue Massage at $130 and 90 minute Combo Massage at $125. I did not verbally state a total for the session nor did she ask for one since she had the menu with the set prices and knew exactly what she wanted. The “Side by Side Couples Massage” she is referring to is for 90 minutes Swedish Relaxation Massage (not Deep Tissue or Combo like she requested during booking). Therefore her total for that day booked was $255. That did not include gratuity and I did not ask for that considering the situation. That's what I charged her on 10/18/14.
 
 
When the couple came in for their appointments on 10/18/14, they were greeted by the front desk and asked to fill out first time paperwork. As customary, the certified massage therapists reviewed the paperwork to clear any contraindications while they were escorted to the changing rooms.  After the couple was changed into their ropes and sandals, they proceeded to the relaxation room. When the certified massage therapists approached them, after introducing themselves [redacted] stated then what the focus of her session and specific needs were. The certified massage therapist kept this in mind to perform the massage as requested.
 
 
When they went in the couple’s room for the session, the certified massage therapist began to work on [redacted]’s back and shoulders with a deep tissue pressure, as [redacted] requested. [redacted] stated the pressure was too much, and asked her to do less pressure. At that point the pressure eventually became "Combo", which is medium pressure. She felt it was still too much and needed to lighten up even more. At that point, the pressure was Swedish. After speaking to both certified massage therapists who were present in the room I understand there had been communication between the client and the certified massage therapist during the entire session. This entire change took place during 50 minutes of the 90 minute session booked. As a spa who believes in ultimate customer service and communication, we believe that our top requested certified massage therapist did her absolute best to communicate throughout her service from the very beginning of her session to please the client’s every need. The certified massage therapist at this point had adjusted her pressure to fit [redacted]’s needs 3 times as well as focusing on the areas she wanted her to. Being a Licensed Certified Massage Practitioner, she should know when getting a deep tissue massage person experiences soreness due to the intensity of a deep tissue massage which is why she may have needed the menthol pads. She should also know the difference between the pressures when booking her appointment. But obviously the pressure she requested which was deep tissue was too much for her so she changed the pressure 3 times before she was comfortable with a Swedish. The two massage therapists validated that at that point she did say the pressure was good. Meanwhile, her husband [redacted] was enjoying his massage with no complaints.
 
Shortly after [redacted] stated the pressure was good, she decided to end the session with the certified massage therapist by walking out. Her husband decided to continue his full massage. I, [redacted], approached [redacted] in the relaxation room after her therapist informed me what had happened. Before she began talking about everything, her specific words were "I don't want a refund, discount or anything, I just want to tell you what happened and how I feel." I respectfully listened to her and apologized for the experience, at the same time I was being polite to give her some privacy and not make a bigger deal out of what had happened. I spent about 20 minutes speaking with her about the session, her frustrations and acknowledged her suggestions to make the spa better. This is when I stated "We all make mistakes, and learn from them and its unfortunate that you were a part of that." What I meant by that statement is that we can all be better to perfect ourselves, that is our goal here at Dolce Vita Day Spa and Wellness Center. I stated this out of courtesy to be open and responsive in case needed to change anything. As I overview this situation, I would not change any detail because we did our ultimate best to meet her every need.  
 
At this point, she stated that this was just one experience and she planned on coming in for facials with her husband, which she had already scheduled. As a courtesy, I offered "I would love to set you up with another licensed massage therapist who might be a better fit for you, so you can have the ultimate experience.” She agreed to this. I knew she was coming in for a facial and possibly another massage again, I did plan on giving her a great discount for those services on another day when she was in a better mood and happier about your services. We ended our conversation in the relaxation room what I felt on a good note. She seemed satisfied and stated “I appreciate the time you spent with me here, that says a lot about the spa.” At this time, I left her in the relaxation room for about 10 minutes until her husband joined her after his 90 minute massage was complete.  
 
Toward the conclusion of our time together, the couple came up to the front desk to check out. I customarily asked “how was your massage?” [redacted] responded “it was a great, I really like it!” The front desk receptionist who I was training that day witnessed this statement. The couple left that day peacefully after paying.
 
On 10/20 I received an email from [redacted] which was different to what she sent to Revdex.com, in that the one she sent to you left out certain details. At this time, I explained to her everything I stated in this letter but she was not satisfied. After I refunded 50% of the session she paid for, out of yet another courtesy just to call it a day; I received another email stating “About the refund. Clearly and understandably there has been a great miscommunication from both of us. The total price of the service was $250, 50% of that is $127.50.” asking for a refund for her husband’s session as well. I feel as though she is unfairly picking at everything to get something for nothing.
 
 
At the end of the day, even if she received a Swedish relaxation massage, with the 50% refund she paid less than what she would have paid if she had originally booked for 60 min Swedish massage verses a 90 minute deep tissue for $130. She technically only paid $70, after the refund of $65 was applied. "Swedish massage" which she claims she had is $85 for the hour. Our team has done everything we can to be accommodating and at this point there is nothing else we can do to make her happy. This experience deeply saddens us as we pride ourselves in providing superior customer service. 
 
 
Thank you for your time, and I hope that you will trust every word written in this letter and make the right decision about the situation.

I am rejecting this response because:
 
When I went in person to Dolce Vita Spa to book a couple's massage I spoke with [redacted] in person. I read the menu they have printed there and chose the 90 minute Side by Side couple's massage. On their menu the 90 minute side by side couple's massage is priced as $230 dollars. This is also listed on their website: I also took a 
print screen of their website today 11/13/14 so you can see that their price for what I booked is $230 dollars.
Right after choosing the couple's massage I booked the massage for 10/18/14 [redacted] asked me what kind of massage I would prefer. I said "Deep Tissue". When she asked about what kinf of massage my husband [redacted] would prefer I informed her that this was the first time he was getting a massage in his whole life, so a 
mix or Deep Tissue and Sweedish would be good. She noted that on her computer and never after that she verbally and clearly stated that the price of the couple's massage would go from $230 to $255. She never explained that different types of modalities in a 90-minute side by side couple's massage would change the total price. 
 I realized she was overcharging me when my husband's massage ended and we were at the front desk signing out. I did not speak up righ away because I was extremely frustrated and agitated for not receiving the massage I had booked. 
[redacted]
As soon as my husband and I arrived to the Spa [redacted] gave us only one piece of paper form to fill out. She explained that one piece of paper was enough for both of us. I thought that was really odd since [redacted] and I are two different people, with different needs and the therapists would need to know what we both wanted individually. I expressed this "odd" situation to my husband but proceeded to fill out the form. 
The massage therapists approached my husband and I when we were sitting at the waiting room, already undressed and with robes on. They shook our hand and introduced themselves, and then took us to the massage room. They asked us to undress and they left the room. Once my husband and I were undressed on the table, they came in and that's when they asked us what we would like to have focused on. That was another odd situation to be in. The therapists need to address their clients concerns before they lay on the table. How can you have a clear communication with your client facing down???
I lifted my head up to look at the therapist and answer her question. I said I wanted her to focus on my neck. She, in a very surprised way, interrupted me right away asking this question: "Do you want 90 minutes of massage on your neck only?" That question was really weird as I was starting to state the parts of my body that I wanted focus on, and I was cut off like that. I proceeded to let her know that I also wanted focus on the whole back area, along with glutes and hips. I told her I work out a lot and really would like my glutes massaged due to the heavy squats I had been doing lately. I clearly told her to not touch nor massage my face and feet.
Let me clarify something here. It does not matter what massage modality you choose, you can either go light or deep when doing Deep Tissue Massage, Swedish, Shiatsu, Relaxation. "Deep Tissue" massage means it's muscle specific, it does not necessarily needs to have a firm/deep pressure. What differs one modetality from the other are the strokes and how you position the body on the table, or off the table. A modality is a group of strokes, and now how much pressure you apply when performing the massage. That's basics concept of Massage Therapy. 
I have been to many massage therapists. I am a Certified Massage Therapist by the CA Council. I know what Deep Tissue Massage is and what that therapist did on me that day is definetely not Deep Tissue. She squeezed my left traps causing a lot of pain, and that's when I asked her to apply less pressure. Right after that the massage therapist was using her elbow on my upper back and she had her elbow on the top on my spine. At that hurtful point I had to let her know she was on top of my spine.
I endured 50 minutes of a body rub. There was just one stroke that the massage therapist did that is considered Deep Tissue. The massage therapist was all over the place when massaging me. There was no flow, there was no rythym and worst of all there was no strokes variety to work on the different muscles in my body.
Right after turning my face up I closed my eyes. The massage therapist walked way. A few seconds later I got startled by something that was put right on my nose. I jumped on the table and opened my eyes. I told the therapist that I didn't want anyone on my face and feet (again). She walked away and mumbled something I couldn't understand.
As she started to work on my neck and shoulders I realized she had no clue of what she was doing and said: "This is not working for me. I am leaving".
[redacted] spoke with me after I left the room. I told her I was very frustrated with the service, that I was expecting to feel relaxed after the massage and I was more stressed than when I walked in. With that said, how can [redacted] state that "She (Valeria) seemed satisfied"? 
I also warned [redacted] that her custumer form is incomplete, that the massage therapists must know if their clients are using medication because massage therapy can cause a lot of complications for a person's health depending on what medication they are on. I also told her that they need to inform their clients that they are protected under HIPAA laws and have that in a paper document so they can either read or take home. The Spa has none of that. I stated: "[redacted], these are a few tips I am giving you so you prevent lawsuits".
My husband's massage session or feedback on how it was it is completely irrelevant on this charge dispute simply because I am solely discussing about the poor service that was incompletely provided to me. I need the business and Revdex.com to focus on what happened to me that day.
As far as understand the unfair and unethical charges on my credit card my session costed me $115 (half of $230). Since [redacted] increased the rate without the business ethics to previously informing me, my husbands session costed $140 (that is $255 minus $115).
Dolce Vita did not provide me the service I was charged for. Period. They must reimburse the 100% price of that service. They can either call it $115 or $127.50. My massage was not provided in the way that was agreeded and I want my money back.
[redacted] wrote me this in one of her emails (by the way I have attached all the email thread between [redacted] and I":
"... I did plan on giving you a great discount for those services on another day when you were in a better mood and happier about your service. " [redacted], if you really wanted to make things RIGHT you would have addressed that situation right away and would have discussed with me how we would resolve that, with either a discount for the facial (that I ended up cancelling because I didn't want to go through a bad experience at Dolce Vita again) or a reimbursement for the service that I didn't get, but paid for.
Revdex.com, read my response carefully. I am not the only customer that has experienced such poor service, but I might be one of the few ones who is reaching out to Revdex.com and my credit card company to have this done the right away. There are laws that protect me as a customer and they will protect me in this case. Read the email thread that I have attached here. Read their website for the prices. Above all do you own search on Yelp about this business. Here are a few reviews I have extracted from Yelp.com
This business is on Yelp. Some people went through experiences like mine:
1) "I recently visited this place the girl at the front desk named [redacted] who said she was the new Manager, was clue less on anything she is unprofessional, very rude, doesn't understand anything that they offer. I wanted to buy skin care asked her a few thinks she haaaaaaad no idea. How can you be a manager and not know? She looks very on organized. This spa people who works at the front need to be more knowledgeable specially when you are the manager. I would not recommend anyone to go hear very unprofessional staff. " by [redacted] (Orangevale CA)
2) "The massage was a little rough..." by [redacted]. (Napa, CA)
3) "6) Massage:  the massage was decent.  It was a little heavier than a relaxing massage, which I like.
FAIL: The room was freezing.  This day it was raining, and the therapist asked if I was cold and I said yes, she said sorry, when its cold out there its cold in here.  No extra blanket???  There was a small portable heater in the room that did nothing.
FAIL: It was a chocolate massage that I paid for, there was no chocolate, anywhere, whatsoever." by [redacted]. (OrangeVale, CA)
4) "This spa was just ok to me...Next up was the 60 min massage.  Here is where they combine the rest of the voucher in one.  Yes I was massaged, but on a plastic sheet, so not that relaxing.  I suppose they need to use the plastic because the chocolate is thick.  It seemed so slippery that the massage was not very deep.  It felt like light rubbing to me..."
5) " I felt like she was very hurried to get my massage done and her hands were nearly rubbing between my legs. I felt VERY uncomfortable. I have had many massages from spas around the world and have never had my comfort limits tested." by [redacted] (Roseville, CA)
6) " STAY AWAY from this place. Very unorganized stuff and manager... Got the couples room, when the massage therapist came they both stink like smoke, they were breathing on our face while doing a massage cigarette smell was killing us. They speak no English at all. Massage sucked. They said we were going to have bottle of champagne in the room, but there was nothing in the room. We asked the manager young little girl, about our bottle of champagne she goes it dosnt come with your package. I told her on your web sit its says it does, then she goes opens the internet and after looking on the web site she comes back to us and says oh I am sorry it does come but we are out. "
I want 100% refund of the total price for my massage session.
Thank you
[redacted]

Review: On 10/18/14 I had a couple's massage scheduled at Dolce Vita Spa in Roseville at 04:00 pm. The massage therapist who worked on me was very unprofessional and did not provide the service I asked and paid for: Deep Tissue. She squeeze my left trap muscle so hard that I have been wearing menthol pads for two days, my neck cracks every time I turn it, and two of my left hand fingers are tingly/numb. I walked out of the room about 45 mins into the massage (it was a 90 minute massage) and [redacted], the secretary, spoke with me. I explained to her all the details. Her response was: "We all make mistakes and learn from them, it's unfortunate that you are our mistake." She also told me that I should have communicated to my massage therapist the pressure level and what I wanted focus on. I told [redacted] I did and the Therapist squeeze my muscle and provided me a body rub and not a deep tissue massage. I also informed [redacted] that I am a Certified Massage Practitioner through CA Council, that I know what Deep Tissue is and that the massage therapist was not providing me the service I asked for.Today, 10/20/14 I called Dolce Vita and spoke with a trainee secretary and left [redacted] a note. [redacted] is supposed to call me tomorrow 10/21/14 after 10:00 to talk to me. I informed the trainee that I want a 50% refund because I didn't get the service I had paid for, plus I want to understand why I was charged $255 instead of $230 which is the regular price for a couple's 90 min massage. The prices are listed on their website (down to the bottom of the page: [redacted]l).I will update my complaint with Revdex.com once I hear back from [redacted] tomorrow.Thanks[redacted]Desired Settlement: I want 50% refund of the regular price ($115) plus the extra $25 dollars that I got charged without explanations.

Business

Response:

I am responding to a letter received on November 2, 2014 in regards to a complaint (ID number [redacted]) sent to us about an experience [redacted] had at Dolce Vita Day Spa and Wellness Center in Granite Bay (not Roseville) on 10/18/14. To address the clients concerns in particular, I wanted to clarify everything mentioned in her original/attached copy email to us as well as to you. [redacted] came in to the spa on 10/11 to book her appointments. She sat at the front desk looked at our menu which had the prices listed. They are as written on the menu and online: 90 minute Deep Tissue Massage at $130 and 90 minute Combo Massage at $125. I did not verbally state a total for the session nor did she ask for one since she had the menu with the set prices and knew exactly what she wanted. The “Side by Side Couples Massage” she is referring to is for 90 minutes Swedish Relaxation Massage (not Deep Tissue or Combo like she requested during booking). Therefore her total for that day booked was $255. That did not include gratuity and I did not ask for that considering the situation. That's what I charged her on 10/18/14.

Review: This business is overcharging customers for piled on alleged services that are done without the customer's knowledge or permission. I initially went in to this spa to get a facial which was agreed to for a price of $70. However, the spa turned around and charged me $115 at the end stating that the person doing the facial had done a "hand service" as well. At no point during the facial was it ever mentioned that an additional service was being performed nor was the additional price communicated or agreed to. In fact, the person doing the facial touched my hand for less than 2 minutes but never said anything about she performing any kind of service - shelater made up a story about providing a "custom treatment not on the menu" at checkout and a $45 additional charge Checking on the other services this business provides a typical hand service includes manicure and lasts for at least 45 minutes. My attempts to get this matter resolved were met with rudeness and additional lies -that the "hand treatment" was a medical prescription and hence the charge was justified even though no one communicated the additional charge to do this service or asked permission to do so. I have made repeated attempts with this business and though they initially acknowledged that a charge for $45 was excessive. They have been extremely, extremely rude and unprofessional in their approach and resorted to unjustified name calling.

Desired Settlement: DesiredSettlementID: Refund

I would like a refund of my $45 for a service that I did not agree to, was not communicated, and was charged without letting me know about its cost prior to it allegedly being performed.

Business

Response:

Business' Initial Response

[redacted] had originally called to find out pricing for a classic facial. When the customer spoke with our representative he was quoted a price of $95 for a Classic facial, but then was told that being his first time here at the spa that he would receive a discount of $25. He made his appointment for 6:00pm on 5/15/13. He then called at 5:30pm to see if we could move him to 7:00pm. We explained to him that we close at 7:00pm but as a courtesy we will move it back to 6:30pm and stay open a little longer for him. He came in with his Wife and two children. We checked him in and he went to begin his service. His wife at that time asked if we could do a service for her as well and we explained to her that unfortunately there were no more appointments for the day. After a few moments she had asked if there was a place for her to lie down. This is something that we don't provide. There is a lobby area with a couch that we provide for those who wait. But the representative saw that she was pregnant and at that time we had one room with a bed not being used so we directed her to that room. During his service the esthetician doing the service noticed pigmentation on his hand. At that point she explained to him that a peel for his hands would help take that away and told him that there is an additional cost to this service. One of the other employees had come into the room to let him know that his wife wanted to leave and overheard their conversation and did hear him agree to the service. Now all peels very from person to person, depending on the amount of treatment previously don't the type of skin it is, Etc. The peel is place on the area and left for the amount of time that the esthetician feels is needed and then removed. So I can see how [redacted] could possibly feel like it was only 2 minutes but when receiving a service time is not always correctly perceived. What a client thinks is 2 minutes can in reality be more like 6-7 minutes. After the service we went to check him out. The total came out to $115, $70 for the facial and $45 for the hand peel. He paid for the complete service and had left. He then called on that Friday 5/17/13 to speak with a manager but there was no manager there at the time so asked for someone to call him back. On Monday one of the managers returned his call and explained to him that he would look into the situation and then let him know if the $45 would be returned. He explained to him that he esthetician that did he service is not there at the moment and in order to find out exactly what had happened he would need to speak with all of the staff that were present at that time. So it took a few days in order to speak with the correct staff. The staff explained the situation as stated above. At that point, called [redacted] back and explained to him that the charges or correct and explain that a peel is not a 45 minute procedure like a manicure is and why. He was not happy. Also explained to him that in the 6+ years that the spa has been open and which this particular esthetician had been work here she had never had a complaint from anyone that she had done a service without explaining any additional fee prior to it being done. That this was the first time that has ever happened and that there was a second employee that had heard him confirm the hand peel to be done. The charges were 100% justified and this complaint against the spa are entirely unwarranted and should be disregarded as a customer looking to swindle a small business out of money and free services. If he 100% did not agree with the service why did he end up paying for it? Because he knew that the service was done and that it was his responsibility to pay for the service that was agreed upon. I also have a statement from the employee that preformed the service.

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

The business response shows its inherent fraudulent, unethical and unprofessional business practices. The response attempts to justify its charge based on the appointment happening to be the last appointment of their day, my wife resting on the couch -none of which are relevant to the main issue -charging without explanation or agreement of the charge.

In exemplar of this business's unethical and unprofessional nature, its response indicates "because the customer paid for something" the business is entitled to keep the money and accuses the customer of swindling?

The reponse is lying when it claims the estethician explained the charge for the additional service:

In fact, when I went up to pay for the service this esthetician herself admitted that the "additional service" was not on the menu and she put the charge under a "wax treatment" on the receipt. If the service was not on the menu, how could this esthetician and I have had discussed this and how could the esthetician have explained the charge to me?

The reponse is lying when it claims another employee heard the esthetician explain the service for the hand treatment, explain the additional charge for the hand service, and heard my agreement to the charges -all while she "peeked" in to check in on the time remaining for the service:

This business now magically has another one of its employees claiming to have heard the esthecian explain the service to me, heard her explain the charges, and heard me agree to those charges -all while she "peeked in" to check if the service had been completed, and while she was the only other employee in the office that day at closing time.

The business admits my appointment was the last one of the day. There were no other employees present at the time apart from the employee at the front deak and the estethician. My family was in the front lobby waiting -the business admits to this. So it is illogical and a plain lie for this business to claim that this employee would leave the front desk unattended and then sit in the treatment room for enough time to understand the context of the "alleged" conversation between me and the estethicain and understand that she is explaining an additional charge for a service that does not exist on the menu.

In fact, when I went up to pay I specicially mentioned to this employee, when she asked me how much tip I wanted to leave, that I was suprised about the unexplained charge and that I wanted to speak to a manager about it -to which she specifically replied that the "esthetician should have explained the charge before hand" and that the manager was not available.

The response has exposed the inherent fraudlent, unprofessional and unethical nature of this business. The business claims the customer is swindling money from them - but consider this:

Customer agrees to pay $70 for the service. After the service the charges are bumped up to $115. Because it is closing time and because the customer is with his family the customer, not wanting to create a scene, pays the $115 and then calls back within 12 hours to ask the business to correct the charge -not the entire $115 but only the $45 portio of the charge for services that were not agreed to nor explained. The business never calls back. It takes more than a week and several phone calls before an extremely rude and unprofessional manager calls and refuses to pay. And the explanation offered is the customer paid at the time and so the business is justified in the charge!! Yet this business has the audacity to allege that a customer is swindling money from this unethical business?

Business' Final Response

In the letter from the Revdex.com, it indicates that they would like each party to move towards a middle ground. So having the Revdex.com request this, we are willing to return a portion of [redacted] $45 request. We are willing to return $22.50 to him in the hope that this will satisfy him and put this matter to bed. We believe that this is a fair compromise to the situation.