I am responding to the complaint that was sent to you from Ms [redacted] in regards to her Massage dated on Sept 6, 2014.
We keep extensive notes in our booking system on all clients from preferences, issues, questions, and anything that can make...
their experience better. Based on this I was able to verify that, Ms [redacted] has been coming to our [redacted] location for a few years.
Addressing the events of Sept 6, 2014 - I did just as Ms [redacted] mentioned and had a discussion with the store Manager and with the therapist about the details of that day. It was pointed out that Ms [redacted] was uncomfortable with the style of face cradle that was attached to the massage table. The therapist mentioned that he and Ms [redacted] had a discussion to stop or to continue the massage by not using the face cradle. Ms [redacted] continued her massage, not using the cradle, but sliding down exclusively on the table.
I had left a voice mail with Ms [redacted] during the initial stages of my investigation. I had received a vm from Ms [redacted] that explained I didnt need to call her back, but just simply "fix the problem and credit her account." I had never received any visual proof of the bruising that was mentioned or any details from her about where the bruising was located.
During my research of this incident, I also looked into history records of both the therapists and Ms [redacted] to see if I was able to locate any previous consistencies &/or complaints. Within her account it was directed by the owner to stop giving her allowances based on previous ones through her relationship with Massage Harmony.
This brings us to the day she called [redacted] and I spoke with her. She was looking for the manager to check on her account and see if it has been fixed. When I told her who I was she went into many topics and became very upset when I had asked her to confirm a few things based on what had been explained to me previously. This is when I explained the events of my due diligence and even though I was not able to credit her back an entire 60 min massage, I was going against the ownership and offering her a :30min upgrade on her next appt. She was not happy with this response and became extremely loud and eventually hung up on me.
At that time she called our other location trying to track down the Massage Therapists name and also referred to me in derogatory manner to our store manager which had her very upset.
Based on all of this the owner thought it would be best to protect our staff, including myself from Ms [redacted] and we allowed her to give away her remaining massages in part of her package to friends &/or family (its a benefit with all of our packages). However, we didnt feel it would be a good and productive environment for our staff nor for Ms [redacted].
Then on Oct 21, 2014 I received an email from Ms [redacted]: "[redacted], As you are aware, I have filed a complaint against your company with the Revdex.com of Austin. I contacted your [redacted] facility to make an appointment to use my remaining three massages already paid for. I was told that I am no longer welcome there.
?
I agree it is best that I take my business elsewhere; however, you must refund my money for the massages that have been paid for and are unused. I am now having to file a formal complaint against Massage Harmony.
?"?
So, I went to the owner and had him review this information and we agreed that we needed to end all engagement with Ms [redacted], by refunding her remaining (3) massages that equaled $108.00. I wrote out a check and sent to her on Oct 27, 2014 Check #[redacted] along with a note explaining the refund and that we had closed her account.
Please let me know if this is all the information you need or if I need to supply you with any other type of documentation.
Hello Ms [redacted],
I am responding to the complaint that was sent to you from Ms [redacted] in regards to her Massage dated on Sept 6, 2014.
We keep extensive notes in our booking system on all clients from preferences, issues, questions, and anything that can make...
their experience better. Based on this I was able to verify that, Ms [redacted] has been coming to our [redacted] location for a few years.
Addressing the events of Sept 6, 2014 - I did just as Ms [redacted] mentioned and had a discussion with the store Manager and with the therapist about the details of that day. It was pointed out that Ms [redacted] was uncomfortable with the style of face cradle that was attached to the massage table. The therapist mentioned that he and Ms [redacted] had a discussion to stop or to continue the massage by not using the face cradle. Ms [redacted] continued her massage, not using the cradle, but sliding down exclusively on the table.
I had left a voice mail with Ms [redacted] during the initial stages of my investigation. I had received a vm from Ms [redacted] that explained I didnt need to call her back, but just simply "fix the problem and credit her account." I had never received any visual proof of the bruising that was mentioned or any details from her about where the bruising was located.
During my research of this incident, I also looked into history records of both the therapists and Ms [redacted] to see if I was able to locate any previous consistencies &/or complaints. Within her account it was directed by the owner to stop giving her allowances based on previous ones through her relationship with Massage Harmony.
This brings us to the day she called [redacted] and I spoke with her. She was looking for the manager to check on her account and see if it has been fixed. When I told her who I was she went into many topics and became very upset when I had asked her to confirm a few things based on what had been explained to me previously. This is when I explained the events of my due diligence and even though I was not able to credit her back an entire 60 min massage, I was going against the ownership and offering her a :30min upgrade on her next appt. She was not happy with this response and became extremely loud and eventually hung up on me.
At that time she called our other location trying to track down the Massage Therapists name and also referred to me in derogatory manner to our store manager which had her very upset.
Based on all of this the owner thought it would be best to protect our staff, including myself from Ms [redacted] and we allowed her to give away her remaining massages in part of her package to friends &/or family (its a benefit with all of our packages). However, we didnt feel it would be a good and productive environment for our staff nor for Ms [redacted].
Then on Oct 21, 2014 I received an email from Ms [redacted]: "[redacted], As you are aware, I have filed a complaint against your company with the Revdex.com of Austin. I contacted your [redacted] facility to make an appointment to use my remaining three massages already paid for. I was told that I am no longer welcome there.
?
I agree it is best that I take my business elsewhere; however, you must refund my money for the massages that have been paid for and are unused. I am now having to file a formal complaint against Massage Harmony.
?"?
So, I went to the owner and had him review this information and we agreed that we needed to end all engagement with Ms [redacted], by refunding her remaining (3) massages that equaled $108.00. I wrote out a check and sent to her on Oct 27, 2014 Check #[redacted] along with a note explaining the refund and that we had closed her account.
Please let me know if this is all the information you need or if I need to supply you with any other type of documentation.
In Kind,
[redacted]
?[redacted]
[redacted]
Massage Harmony
C: ###-###-####
E: [redacted]@massageharmony.com?