Massage Green Spa

July 2, 2017Dear [redacted] , I am writing in regards to a complaint our business has received through the Revdex.com, customer name [redacted] , ID # [redacted] .We have been to [redacted] 's residence several times and have included the service invoices of these datesOur technician was initially out on 2-6-to service a complaint of the fresh food section being warmOur technician diagnosed the unit as needing parts, picked up the part at our distributor and returned same day to complete serviceThe customer was charged a service call with labor and the price of the partOur service call includes the trip out and first half hour of labor, this is due regardless of the unit being repairable or not repairableOn 3/29/the customer called with a new service request for frostbuildupThis was past our companies policy of days labor warranty, however we returned and replaced a different part and charged the customer part cost, and $extra laborUnit tested okay, no service call was chargedCustomer called again on 4/10/17, with a complaint that the unit was outWe returned at NO CHARGE to customer and repaired a terminalUnit tested okCustomer called 6/5/for the unit frosting up, again this was out of our day labor warrantyOur technician tightened a wire on the timer and tested unit okay, NO CHARGE to customerOn 6/9/customer called with complaint of refrigerator not workingCustomer did not want repair but customer agreed to refund for the price of the parts that have been installed on her unitAttempted to contact customer twice to verify address for refund and left customer a message to contact us, customer has not returned our callWe are willing to refund the customer her original parts costs, and will not require return of the partsWe will again attempt to contact customer this week to verify mailing address for refund check.Thank-you for your attention on this matterIf you need to contact us for any further assistance please feel free.Regards,Daniel FG

This client had a membership with our spa and had not used some of their prepaid massagesAlthough we are not obligated to refund a client for unused massages, we have refunded this client for all their unused prepays and he came in the other day and picked up his check so this has been resolved.Thank you, [redacted] Co-owner of Massage Green Spa

They have been double billing me since April They are blaming it on a computer glitch, and a 'corporate office' issue

The worst place of business that I came across everThey are a racketAfter closing the Brea branch without notice, I got an appointment at the Chino location for PMOnce I arrived there at 1.30PM, two women told me that the therapist has an emergency and need to leave and I can take the PM slotI told them that I have to be at some other place by and this new time will not work for meI wanted to reschedule, but they told me to either I have to take the PM slot or forfeit the feesAfter much discussion, I left with the agreement that they will let me rescheduleNow I am trying to reschedule; they are telling me that as per agreement I lost my money and needed to pay againThis is a horrible placeI drove miles from Brea to Chino and were deceived by these con artist and charlatanI will also be filing a complaint with the Revdex.com and state licensing board

Very painful massageWoke up next morning with numbness down right legUnable to go to workDuring massge therapist just kept saying just breathe through itHad many massagesDon’t think this person is certified by the way she worked

We have refunded the client his money on
2/23/It was accidentally taken out
twice.
Thank you *** ***

This client had a membership with our spa and had not used some of their prepaid massages. Although we are not obligated to refund a client for unused massages, we have refunded this client for all their unused prepays and he came in the other day and picked up his check so this has been...

resolved.Thank you,[redacted]Co-owner of Massage Green Spa

July 2, 2017Dear [redacted], I am writing in regards to a complaint our business has received through the Revdex.com, customer name [redacted], ID # [redacted].We have been to [redacted]'s residence several times and have included the service invoices of these dates. Our...

technician was initially out on 2-6-2017 to service a complaint of the fresh food section being warm. Our technician diagnosed the unit as needing parts, picked up the part at our distributor and returned same day to complete service. The customer was charged a service call with labor and the price of the part. Our service call includes the trip out and first half hour of labor, this is due regardless of the unit being repairable or not repairable. On 3/29/17 the customer called with a new service request for frostbuildup. This was past our companies policy of 30 days labor warranty, however we returned and replaced a different part and charged the customer part cost, and $10.00 extra labor. Unit tested okay, no service call was charged. Customer called again on 4/10/17, with a complaint that the unit was out. We returned at NO CHARGE to customer and repaired a terminal. Unit tested ok. Customer called 6/5/17 for the unit frosting up, again this was out of our 30 day labor warranty. Our technician tightened a wire on the timer and tested unit okay, NO CHARGE to customer. On 6/9/17 customer called with complaint of refrigerator not working. Customer did not want repair but customer agreed to refund for the price of the parts that have been installed on her unit. Attempted to contact customer twice to verify address for refund and left customer a message to contact us, customer has not returned our call. We are willing to refund the customer her original parts costs, and will not require return of the parts. We will again attempt to contact customer this week to verify mailing address for refund check.Thank-you for your attention on this matter. If you need to contact us for any further assistance please feel free.Regards,Daniel F. G

This client had a membership with our spa and had not used some of their prepaid massages. Although we are not obligated to refund a client for unused massages, we have refunded this client for all their unused prepays and he came in the other day and picked up his check so this has been...

resolved.
Thank you,
[redacted]
Co-owner of Massage Green Spa

Review: They asked me to sign a membership of $49.95 for one month's worth of massage. Since the automatic payment was set for 22nd of every month, I had an appointment on Feb 22nd, 2015. Since I wasn't going to make it that day, I called to ask if I can move my appointment to Feb 21st, 2015 instead. They gladly accepted it and when I went there, they charged me the $49.95. Come Monday, Feb 23rd, 2015, a second charge of $49.95 was done on my account. I called them up and spoke to a lady named [redacted], and was told that since my one month doesn't start until the 22nd, that their policy is to charge you regardless. I told her that I called to move this to the 21st and was told that this was ok. But now this lady is telling me that this is their policy. I find that this is cheating since no one told me that I would be charged twice. Had I known it beforehand then I would've set the appointment after the 22nd. The aggravating fact is this lady said that she can't even help me refunding my money with this because the supervisor who can is out on vacation. This is a bad business who only cares about taking your money and not provide you with a customer service. I will be going there tomorrow to cancel the membership. I've asked my bank to dispute this extra charges. This lady, [redacted] has no customer service skills whatsoever as she just repeatedly tells me that she can't do anything. A good business would've found a way to work with me as the customer so I can continue to be a client. Sad to say, this business is not like that.Desired Settlement: I want the company to reverse the second charge...

Business

Response:

We have refunded the client his money on 2/23/15. It was accidentally taken outtwice. Thank you. [redacted]

Review: A few years ago we signed up for a program that would allow us one massage per month for $40. Several months ago we had some bad experiences with customer service and ask to be removed from the program. This was never done, and we were never informed of any specific means to be removed. Also, while not only continuing to charge us for unused services they arbitrarily raised the price to $49. We currently have $245 worth of unused credits on file with them. I complained several times and the OWNER (she said her name was [redacted], no last name) left me a message saying they would take care of it and credit the entire amount and that she would like to discuss it further. She also said we needed to come in and sign a form officially stopping service. I came in and signed the form and let them know that I would be happy to provide more feedback on why we were so unhappy once the credit they promised was made. This was nearly a month ago, and they have not credited my bank. I've called several times and left messages with them asking when it would be processed, with no reply. I want the $245 credit I was promised by the owner (I still have her voicemail saved where she agreed to this to prove my side). Thanks.Desired Settlement: Refund of $245 paid over the last several months for services we did not want and that were never rendered.

Business

Response:

This client had a membership with our spa and had not used some of their prepaid massages. Although we are not obligated to refund a client for unused massages, we have refunded this client for all their unused prepays and he came in the other day and picked up his check so this has been resolved.