Healthy Habits Massage

The client did schedule a Hour massage with one of our male therapists on April 16, The therapist is a licensed massage therapist through the Arizona State Board of Massage TherapyThe therapist did complete only minutes of the clients massage because he could see, that due to the amount
of massage pressure for which the client was insisting upon, she was already showing signs of bruisingTherefore, it was his clinical judgment that he stop the massage for fear that he may cause harm to the client in the way of excessive bruisingBruising has the potential to lead to blood clots which can have serious health consequencesHe did focus on the areas for which the client requested, however due to the amount of pressure already applied and the early onset of potential bruising he felt that he should concentrate on other areas and continue to observe for possible bruisingIf a client has a lot of stress in their life, among other things, and has very tight and painful (stressed-out) muscles, it is not advisable nor healthy to try to get all of that stress and tightness out in only one visitThe client did pay $for the minmassage and left a $tip for the therapist
My wife (also an owner) did receive an email from the client on April and did reply back to the client stating that our supervisor would be giving her a call to discuss a resolutionOur supervisor did call the client and offered a free minute massage ($value) so as to complete her original Hrmassage however, the client put her husband on the phone and he said "you will give her a Hrmassage for free and it's all or nothing" and that was the end of the conversation and attempt to resolve the issue
My wife did receive another email from the client on April for which we did not respond, because we previously tried to resolve the issue and it was adamantly refused
We do value our clients and do not tolerate rudeness toward them however, when clients refuse our offers to resolve issues, then we must move on and I'm sorry if that is considered as rude
It is also hard to understand why someone would want to be bruised and please try to understand that we and our therapist could face unpleasant consequences say, for example, the client went to the District Attorney's office with bruises and accusationsWe and our therapists pledge to do no harm to our clients and also, to do otherwise, can jeopardize one's license, career, or business
Sincerely,
*** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
As previously stated, the supervisor did call me; however she never offered anything for a compensation. I asked if they could make it right and if not I would not go to their facility anymore. She said that was my prerogative, and then proceeded to tell me that the owner said that I had received an 1/hr massage already, and that I should have stopped it in the middle if I didn't like it. Therefore, that was that. Never was there an offer made for me to receive a 1/hr massage for free. Up to this point there was very rude customer service or lack there of. I did have my husband get on the phone, after another rude customer service interaction with management, he suggested a free hour massage as a compensation. Again no 1/hr compensation massage was ever mentioned. The supervisor said that she would check into doing that for me and that she would call me back. She has yet to call me back to tell me yes or no. (Obviously by their lack of response, the answer was no). I don't know why they are saying that I denied a free 1/hr massage nor do I know why they are saying that they offered me one. THAT NEVER HAPPENED!!!!!! If they claim the 1/hr massage was offered then it should be easy for them to produce an email or some proof saying such. Any reputable business will respond with an email as proof of this offer. This is done simply to provide legal proof if the customer was to take this to the next level of reporting a bad experience. Regarding the massage therapist, I did not insist on a certain pressure. I told him that I just wanted a deep tissue massage and to concentrate on my neck, shoulders, and head. I also told him that I understood he may need to massage other areas, but not to spend tons of time on them. He never mentioned any bruising at all until the 1/hr was finished. Had I known that this was a concern of his in the middle of the massage I would have stopped it. Had I known that he was not going to finish the massage because of the pressure and possible bruising, I would have asked him to quit, and I would have rescheduled the massage. However, he never mentioned it in the massage at all. According to the owner's response, the therapist was concerned in the middle of the massage which is why he when to other areas of my body. But he never communicated that to me. He made it only seem that he was massaging other areas and when specifically asked if he would go back to my neck, head, and shoulders, he told me yes - without hesitation and did not voice any concerns at that point. At this time, he had massage me for min. If he had voiced his concerns, then I could have stopped the massage as the owner suggested in the middle of my massage!!!!!!! Now I am at a point where I have no desire to return to this company who seemingly does not respect their clients and even says things that are not true regarding the situation. Now, I don't want a massage from them at all; I just want my money back so I can forget about this and go to another company that I feel I can trust to do my massage.
Regards,
*** ***

Dear Marilyn,
 
I am forwarding the therapist's comment, which was received after my first response was sent to you, and our final response to the complainant's second response letter.
 
 
In response to complaint #[redacted], it appears that there is no way to resolve this issue. The client received a 90 minute massage, albeit, she requested a 2 hr. massage, but the 2 hr. massage could not be completed because her body was showing signs of possible bruising, which can lead to health problems. The therapist used reasonable and prudent clinical judgment by stopping the massage at 90 minutes for fear of causing harm to the client. The client was charged for a 90 minute massage. The client also left a gratuity for the therapist.  
[redacted], our supervisor, called the client for the purpose of offering her an additional 30 minutes at no charge. This offer was rejected by her husband who said "she will get a one hour massage for free" and "it's all or nothing". The complainant did, physiologically, benefit from the massage but, after discussing it with her husband decided that she did not like the massage. The intake form, which the client signed in agreement to, states that there is no refund. 
We are very sorry that it has come down to this and it is my perception that this poor woman is not allowed to have, probably, much needed massage therapy on a somewhat frequent basis. We do wish her the very best.
 
[redacted]

Dear Marilyn,

 

I am forwarding the therapist's comment, which was received after my first response was sent to you, and our final response to the complainant's second response letter.

 

 

In response to complaint #[redacted], it appears that there is no way to resolve this issue. The client received a 90 minute massage, albeit, she requested a 2 hr. massage, but the 2 hr. massage could not be completed because her body was showing signs of possible bruising, which can lead to health problems. The therapist used reasonable and prudent clinical judgment by stopping the massage at 90 minutes for fear of causing harm to the client. The client was charged for a 90 minute massage. The client also left a gratuity for the therapist.  

[redacted], our supervisor, called the client for the purpose of offering her an additional 30 minutes at no charge. This offer was rejected by her husband who said "she will get a one hour massage for free" and "it's all or nothing". The complainant did, physiologically, benefit from the massage but, after discussing it with her husband decided that she did not like the massage. The intake form, which the client signed in agreement to, states that there is no refund. 

We are very sorry that it has come down to this and it is my perception that this poor woman is not allowed to have, probably, much needed massage therapy on a somewhat frequent basis. We do wish her the very best.

 

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

As previously stated, the supervisor did call me; however she never offered anything for a compensation.  I asked if they could make it right and if not I would not go to their facility anymore.  She said that was my prerogative, and then proceeded to tell me that the owner said that I had received an 1 1/2 hr massage already, and that I should have stopped it in the middle if I didn't like it.  Therefore, that was that.  Never was there an offer made for me to receive a 1/2 hr massage for free.  Up to this point there was very rude customer service or lack there of.  I did have my husband get on the phone, after another rude customer service interaction with management, he suggested a free hour massage as a compensation.  Again no  1/2 hr compensation massage was ever mentioned.  The supervisor said that she would check into doing that for me and that she would call me back.  She has yet to call me back to tell me yes or no.  (Obviously by their lack of response, the answer was no).  I don't know why they are saying that I denied a free 1/2 hr massage nor do I know why they are saying that they offered me one.  THAT NEVER HAPPENED!!!!!!  If they claim the 1/2 hr massage was offered then it should be easy for them to produce an email or some proof saying such.  Any reputable business will respond with an email as proof of this offer.  This is done simply to provide legal proof if the customer was to take this to the next level of reporting a bad experience.  Regarding the massage therapist, I did not insist on a certain pressure.  I told him that I just wanted a deep tissue massage and to concentrate on my neck, shoulders, and head.  I also told him that I understood he may need to massage other areas, but not to spend tons of time on them.  He never mentioned any bruising at all until the 1 1/2 hr was finished.  Had I known that this was a concern of his in the middle of the massage I would have stopped it.  Had I known that he was not going to finish the massage because of the pressure and possible bruising, I would have asked him to quit, and I would have rescheduled the massage.  However, he never mentioned it in the massage at all.  According to the owner's response, the therapist was concerned in the middle of the massage which is why he when to other areas of my body.  But he never communicated that to me.  He made it only seem that he was massaging other areas and when specifically asked if he would go back to my neck, head, and shoulders, he told me yes - without hesitation and did not voice any concerns at that point.  At this time, he had massage me for 45 min.  If he had voiced his concerns, then I could have stopped the massage as the owner suggested in the middle of my massage!!!!!!!   Now I am at a point where I have no desire to return to this company who seemingly does not respect their clients and even says things that are not true regarding the situation.  Now, I don't want a massage from them at all; I just want my money back so I can forget about this and go to another company that I feel I can trust to do my massage. 

Regards,

The client did schedule a 2 Hour massage with one of our male therapists on April 16, 2014. The therapist is a licensed massage therapist through the Arizona State Board of Massage Therapy. The therapist did complete only 90 minutes of the clients massage because he could see, that due to the amount...

of massage pressure for which the client was insisting upon, she was already showing signs of bruising. Therefore, it was his clinical judgment that he stop the massage for fear that he may cause harm to the client in the way of excessive bruising. Bruising has the potential to lead to blood clots which can have serious health consequences. He did focus on the areas for which the client requested, however due to the amount of pressure already applied and the early onset of potential bruising he felt that he should concentrate on other areas and continue to observe for possible bruising. If a client has a lot of stress in their life, among other things, and has very tight and painful (stressed-out) muscles, it is not advisable nor healthy to try to get all of that stress and tightness out in only one visit. The client did pay $69 for the 90 min. massage and left a $4 tip for the therapist.

My wife (also an owner) did receive an email from the client on April 17 and did reply back to the client stating that our supervisor would be giving her a call to discuss a resolution. Our supervisor did call the client and offered a free 30 minute massage ($25 value) so as to complete her original 2 Hr. massage however, the client put her husband on the phone and he said "you will give her a 1 Hr. massage for free and it's all or nothing" and that was the end of the conversation and attempt to resolve the issue.

My wife did receive another email from the client on April 23 for which we did not respond, because we previously tried to resolve the issue and it was adamantly refused.

We do value our clients and do not tolerate rudeness toward them however, when clients refuse our offers to resolve issues, then we must move on and I'm sorry if that is considered as rude.

It is also hard to understand why someone would want to be bruised and please try to understand that we and our therapist could face unpleasant consequences say, for example, the client went to the District Attorney's office with bruises and accusations. We and our therapists pledge to do no harm to our clients and also, to do otherwise, can jeopardize one's license, career, or business.

 

Sincerely,