Human Touch Services Incorporated

September 19, 2016To whom it may concern,This letter is to respond to the complaint notice by Revdex.com Philadelphia officeThe complaint that I received was from a client who serviced for a minute massage on July 9th according to the notice.At first, I am deeply sorry for this client to make her
feel uncomfortable with my service which really did not realize that she had a bad experience until l received this noticeI didn't receive any complaints or she did not make me aware during, or even after the session is over that she had a bad experience so it was my understanding that there was no problemAlso, I did not hear any complaint or received any message from the receptionist after this client checked out so, I had no idea that this client left with uncomfortable feelingsI wish she would have told me at that time.Regardless of the circumstances, making a client feel uncomfortable is not what my intension and it is my deep apologyThis client should not be paying if she did not receive the service that she expected so I would like to offer a full refund for the service fee that this client paidAnd also I will offer another session without a charge if this client chose to come againI will give my best effort to make this client feel comfortable and satisfied if I can have another opportunity to serve this client.The following explanation is my opinion and my thoughts regarding the statement of the problem that this client made,"At times during the massage felt as though he was taking peeks under sheets, Example 1: When you hold the sheet for the person to flip from their stomach to the back, the massage therapist usually stands to the side as they hold the sheet up; however he stood at my head and would have had clear view of my breasts."- My draping method of the sheets (standing at client's head when client to flip over) may not be the most proper way if my client felt uncomfortable so, I will change from next timeAlthough I have been using this method for many years after learned from massage therapists when I was working at other SpaBecause it is easy and faster for the transition when you are working on tight Schedule and this method became my procedure since there was no complaint from my clientswhen I drape the sheet, I hold the sheet and keep the sheets on the client (not lifting up) until the moment that client turn their body, then, lift the sheet and drop it very quickly at the last moment when client flipsI keep my face over the sheets that block the view of clients body all the time, so there is no chance that client's breasts are exposedMost certainly I have no intension of peeking client's breasts- I did not have clear view of clients breastsI was confident that my method was safe and well received with most of my request client but I will change for the future "Example 2: Another example was when you expose the sheet cover on each leg aftermassaging the leg, when he went to cover up my leg again, he would hold up the sheet exposingmy entire crouch area"This statement is not clear to me on her explanationBut if my understanding is correct, it sounds like held up the sheets exposing her entire Crouch area when I cover her legs after the massageIt sounds very wrong with this statement and I need more detail explanation how held up the sheets for such a longtime to make her feel was intentionally exposing her crouch area- This is not trueI never lift the sheets when covering the legsMy method of covering a client's body after the massaging legs is NOT TO LIFT the sheetsalways pull down the end of the sheet which is done lighting fastThere is no way of keeping client's boy exposed especially the Crouch areaIt is my practice that I DO NOT hold up the sheets to expose client's private areaI do not lift for the purpose of "peeking" or not even for any other reasonsMy draping rule is to keep the exposing area for a minimum amount of timeSomething else if I may to add here is that the room is always dark during the massage session for the relaxed ambience and comfort of clientif she felt her private area was exposed and she was uncomfortable, I have no problem if she cover herself since her both hands were freeOr she could tell me about her uncomfortable feelings immediately so I can fix the sheetsJust as my thoughts, client could think the private area was may be exposed if the sheets/blanket is not tightly wrapped around the body even though it was coveredHowever, I must rethink for my draping techniques and improve for more comfort and secure feelingsIDID NOT hold up the sheet and expose client's crouch"Example 3: He massaged my chest/breast tissue when this is not typical service performed in a therapeutic massage."I do not recall any problem with this client because I never noticed anything unusualwould remember if I sensed client's action or response indicating that she is uncomfortableI always pay attention to client's responses especially for the "uneasy" feelings during the massageMy massage on the front part of the upper body is only to the limited area targeting the upper pectoralis muscle around clavicle bones and 1st-2n ribsAnd, try not to get too close to breasts tissue which is really not necessaryAlthough, know it may be difficult to put a clear borderline of chest/breasts area even if am Working on the chest muscleunderstand it can be sensitive depending on the person but it is very effective to release tension for tight shoulders if done it rightI have learned and developed a technique that is very effective but sometime it may give uncomfortable feeling depending on the area have to work onHowever, I am most careful not to make client uncomfortable from my massageI have to express that it is not necessary and absolutely no reason for me to contact in private area as mentioned in the complaint "he massaged my chest/breast tissue.” Most certainly, I have no intension of doing thatOnce a client experience my massage and know the routine, it may be more comfortable because it is very effective and safe.- If this client felt that I went too far, why didn't she stop me the service right there?- Again, I didn't think I went too deep on to her breasts area but if she was uncomfortable,really have to apologize.- However, I did not perform breast massage on this client as it sounded like I did.It is my routine practice that I always make sure to inform client verbally at the beginning of the session "Please let me know if you feel too much pressure, not enough pressure or you feel uncomfortable anytime, I will adjust for you" And I am certain that I did for this client as well because it is my routine practice as I make sure with a client that if client have specific problem areas that need my attention.The following explanation should give clear understanding of my massage therapy;My massage is focused on therapeutic massage rather than just relaxation typeusually recommend Deep Tissue Massage (it is not painfully deep but deep enough to make client feel great) It is my opinion that two most common problem areas are shoulders/ upper back and lower back/buttock areasThey require special care and attentionHowever, it's could be tricky area to work with since the area is sensitive and delicateTypically, it requires much more effort to loosen the affected areaHowever, it can be done and could show significant improvement if it is done rightThe effectiveness of massage therapy is depending on the therapist's skillMy final goal is to bring a best result from the massage therapy.Lastly, I realized that all of these issues and misunderstanding could have avoided if I were to Communicate and Confirm with the client more often during the sessionHowever, it is my believe that most of my client like the quiet moment so inform everything in the beginning and keep the silences rest of the time.I keep my talking to the minimum during the session so I will not break the silence and disturb the relaxationBut I have no problem talking with the client to maintain the comfort level.Finally, please convey my sincere apology to the client if I made her feel uncomfortableIf there is any question or unclear subject that I need to explain, please feel free to contact meI will be prepared for a refund and expecting client's contact.Sincerely,Roy M

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I just hope he doesn't do this to other clientsHe also questioned why I didn't complain during the session: well, clearly he has no idea what it's like to be a vulnerable female who could be retaliated against if I complainedHe has no idea how scary a situation like that can be, where you are in a private room, naked, with a male figure that you thought you could trust but now do not
Regards,
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