Massage Heights of North Natomas

The statements provided in response from my complaint from the company, Massage Heights Natomas were false.I attempted to send the full documentation of statements and my replies to these statements through using EvernoteHowever, this failed. I have copied themAlso provided are medical documentationThe of doctors notes are being written by doctors I was seen byMy Family Practice doctor and my dermatologistsI have had doctor visits(Please view attached files)
I will also send the same response/reply in text format through the the email providedThe business' reposne will be in "quotations""MESSAGE FROM BUSINESS:
To Whom It May Concern,
"At Massage Heights customer service is our number one priority and I can assure you we handle all guest complaints in a quick and reasonable matterWe have not received any concerns from this guest."
I informed my therapists that my face was breaking out after the Bioactive peelAs well with the series of facialsThat I DID NOT WANTThe therapist recommended I have a series of facials due to my breakoutsAll therapists were aware of the issueIf they did apply this to the notes and files this is a business issue"Upon hearing about *** *** concerns for the first time through Revdex.com, I did pull up her account and check her Guest History."
If you read my first comment/ complaint resulting as to why I filed my issue with the Revdex.comIt is because the matter was not solved after bringing it to the staffs attention several timesThis was due to poor customer service or possibly due the retreat director ignoring the notes/callsI was never contacted about the issue"11/28/she purchased a $mini double cleanse kit, at this visit she told her skin therapist she had a minor break outOn her intake form she stated she uses a bar of soap to cleanse her faceTypically soap and water users will notice their skin purge after their first facialThis is their skin detoxingWhich is why the skin therapist recommended a cleanser to help prevent this."
This is a statementI informed the therapist that I use Over the Counter face wash and productsAlso, that I had bottles of *** washes prior to visting Massage HeightsI never use bar soap on my face as I know this is not good for the face"On 4/2/we received a phone call stating she wanted to return her unopened product, and the front desk advised her of our cancellation policyOur products have a shelf life and we cannot offer a refund to something purchased six months agoOur return policy for products are days and as long as only 30% or less has been usedWe will take back opened product with a full refund if someone has had a reaction to it or simply just doesn't like it."
This was one of many of my walk in and call attemptsI had asked during my last visit if the products could be returnedThe girls at the front desk told me, that they would have to contact the retreat director to have it confirmedMonths had gone by and still no retured calls or emailsI went into the location and they told me I MAY be able to, someme will contact meNo one ever didI brought the products with me to work and they sat in my locker for a monthThat's when I made another callSame statements and again was never contacted"If *** would have brought in her Drs note we would have absolutely refunded her and tried to offer her whatever we could to rectify the situation."
After explaining my situation several times through phone calls and walk-insNo one ever told me to bring a doctors notesI have documentation of doctor visitsI was told several times, I would be contacted and never didI have before and after photos, doctor bills, pharmaceutical documentation, screenshots of calls, notes and texts to witnesses, also of calls and notes of attempts after going in person to the spa, I also have dozens of witnesses of what was done and said and how I the customer service was"If *** would have called us to explain the reaction or came in once it happened we would have absolutely refunded herBeing that we haven't had any of these things we cannot offer a refund for her services she received*** products are derived of natural fruits and vegetables and unless you have allergies to anything specific the products are safeOn her intake form there is no mention of any allergies."
I have brought this to their attention dozens of times and was never contactedI was even told by a former Massage Heights employee, that their face also broke out from using products. I also went online to research and found that their are dozens of people who have also had issues with ***As well as a Natomas client who left a yelp review that sounds very similar to my issueIf you would like me to send documentation of that as well I can also provide that"*** was receiving facials every two weeks and she did not mention anything about a reaction between each visit or showed signs of a reaction on any visitThe bioactive peel is a $upcharge which is why she decided not to do peels and just opted for the facials."
This is another of several statementsMoney is not an issue to me whatsoeverI mentioned this to my of therapists each visitof the 3 therapists recommended to opt out of my BioActive peels and to recieve facialsThis was not even confirmed by meI went in on my second or third visit to receive what I made an appointment for a Bioactive Peel. I went in the spa suite while recieving my facialI questioned the therapist if I was recieving a Bioactive peelShe stated, noBecause my face is irritated upon having a peelThis was not something I requestedBut I said okThe main and sole purpose of my visits was to receive BioActive peels and massagesAfter the infection/breakouts began to worsen, I brought this up to the 3rd therapistWhich she was confused as to why the BioActive peels were stoppedShe explained that BioActive peels help with the situation I was going throughShe also stated that Massage Heights doesn't like to see their clients unhappy with services providedAt this point, I'm exhausted, overwhelmed and extremely stressed and confused because my face was already getting worse by dayThat is when I made an appointment with my doctors to find I had an infection and to stop all facials and peelsI also genorously gave my therapists with large tipsI also purchased *** about $products from Massage Heights and $2,of *** products online that Massage Heights employees and therapists recommended I purchaseThat I now have to sell as well as $in Massage Heights gift cards"After consulting with the International Dermal Institute (IDI), it is unlikely that any product applied or treatment performed during the client's service(s) resulted in a skin infectionThis is especially unlikely since Massage Height's skin therapists do not use implements (i.eextraction tools) that could pierce or damage the epidermisIn order to better assess the validity of the client's claim of damages, our IDI colleagues would like access to copies of the attending physician's chart notes, treatment plans, and any prescribed medications."
This is also not true as after my doctor referred me to a dermatologistI was seen by this dayI gave them the name *** and they stated that it's not all what it says and can be bad for the skinI have also done research to find many people infected (One being a Massage Heights Natomas client), some with issues simular as mine and some worseI would appreciate my refundI would like a full year refund as I was not happy with my servicesI believed everything the therapists and employees told meI trusted and believed that my face would get better, but it kept getting worseI did and purchased EVERY product they told me to purchaseI spent thousands and my face was not getting better. I had to stop all products, peels, facials and massages upon doctors ordersMy face is worse that what it was prior to joining Massage HeightsI begin with minimal scaring, and no acneI'm left now left with acne and more scaringMy doctors just put on more antibiotics (oral and topical) last Friday, June 3, Many saw it should be a lawsuitAll I ask is for a full refundThis should cover some of my doctors bills and pharmaceuticals (not including pain and sufferingMeds making me ill and people asking what happened to my face.)
I don't seem why this is such an issue with the company to give a full refund after all that's happenedBut they falsely state, I have issue paying for BioActive peelsThis is unprofessional, and horrible customer serviceI'm willing to take the refund that was offered only because I'm irritated with the compay procrastinating and un professional cus timer serviceHowever, I prefer and have the right to recieve a full refundPlease Note:
I will provide doctor visits as well as letters from of ( plus an overseeing doctor) doctor's notesThe 2nd note should be available sometime this weekIf you would like to see any other documents besides medical, let me knowThank you,

The statements provided in response from my complaint from the company, Massage Heights Natomas were false.I attempted to send the full documentation of statements and my replies to these statements through using EvernoteHowever, this failed. I have copied them.Also provided are medical documentationThe of doctors notes are being written by doctors I was seen byMy Family Practice doctor and my dermatologistsI have had doctor visits.(Please view attached files)I will also send the same response/reply in text format through the the email providedThe business' reposne will be in "quotations"."MESSAGE FROM BUSINESS:To Whom It May Concern,"At Massage Heights customer service is our number one priority and I can assure you we handle all guest complaints in a quick and reasonable matterWe have not received any concerns from this guest."I informed my therapists that my face was breaking out after the Bioactive peelAs well with the series of facialsThat I DID NOT WANTThe therapist recommended I have a series of facials due to my breakouts.All therapists were aware of the issueIf they did apply this to the notes and files this is a business issue."Upon hearing about *** *** concerns for the first time through Revdex.com, I did pull up her account and check her Guest History."If you read my first comment/ complaint resulting as to why I filed my issue with the Revdex.comIt is because the matter was not solved after bringing it to the staffs attention several timesThis was due to poor customer service or possibly due the retreat director ignoring the notes/callsI was never contacted about the issue."11/28/she purchased a $mini double cleanse kit, at this visit she told her skin therapist she had a minor break outOn her intake form she stated she uses a bar of soap to cleanse her faceTypically soap and water users will notice their skin purge after their first facialThis is their skin detoxingWhich is why the skin therapist recommended a cleanser to help prevent this."This is a statementI informed the therapist that I use Over the Counter face wash and productsAlso, that I had bottles of *** washes prior to visting Massage HeightsI never use bar soap on my face as I know this is not good for the face."On 4/2/we received a phone call stating she wanted to return her unopened product, and the front desk advised her of our cancellation policyOur products have a shelf life and we cannot offer a refund to something purchased six months ago.Our return policy for products are days and as long as only 30% or less has been usedWe will take back opened product with a full refund if someone has had a reaction to it or simply just doesn't like it."This was one of many of my walk in and call attemptsI had asked during my last visit if the products could be returnedThe girls at the front desk told me, that they would have to contact the retreat director to have it confirmedMonths had gone by and still no retured calls or emails.I went into the location and they told me I MAY be able to, someme will contact meNo one ever didI brought the products with me to work and they sat in my locker for a monthThat's when I made another callSame statements and again was never contacted."If *** would have brought in her Drs note we would have absolutely refunded her and tried to offer her whatever we could to rectify the situation."After explaining my situation several times through phone calls and walk-insNo one ever told me to bring a doctors notesI have documentation of doctor visitsI was told several times, I would be contacted and never didI have before and after photos, doctor bills, pharmaceutical documentation, screenshots of calls, notes and texts to witnesses, also of calls and notes of attempts after going in person to the spa, I also have dozens of witnesses of what was done and said and how I the customer service was."If *** would have called us to explain the reaction or came in once it happened we would have absolutely refunded herBeing that we haven't had any of these things we cannot offer a refund for her services she received.*** products are derived of natural fruits and vegetables and unless you have allergies to anything specific the products are safeOn her intake form there is no mention of any allergies."I have brought this to their attention dozens of times and was never contactedI was even told by a former Massage Heights employee, that their face also broke out from using products. I also went online to research and found that their are dozens of people who have also had issues with ***As well as a Natomas client who left a yelp review that sounds very similar to my issueIf you would like me to send documentation of that as well I can also provide that."*** was receiving facials every two weeks and she did not mention anything about a reaction between each visit or showed signs of a reaction on any visitThe bioactive peel is a $upcharge which is why she decided not to do peels and just opted for the facials."This is another of several statementsMoney is not an issue to me whatsoeverI mentioned this to my of therapists each visitof the 3 therapists recommended to opt out of my BioActive peels and to recieve facialsThis was not even confirmed by me.I went in on my second or third visit to receive what I made an appointment for a Bioactive Peel. I went in the spa suite while recieving my facialI questioned the therapist if I was recieving a Bioactive peelShe stated, noBecause my face is irritated upon having a peelThis was not something I requestedBut I said ok.The main and sole purpose of my visits was to receive BioActive peels and massages.After the infection/breakouts began to worsen, I brought this up to the 3rd therapistWhich she was confused as to why the BioActive peels were stoppedShe explained that BioActive peels help with the situation I was going throughShe also stated that Massage Heights doesn't like to see their clients unhappy with services providedAt this point, I'm exhausted, overwhelmed and extremely stressed and confused because my face was already getting worse by day.That is when I made an appointment with my doctors to find I had an infection and to stop all facials and peels.I also genorously gave my therapists with large tipsI also purchased *** about $products from Massage Heights and $2,of *** products online that Massage Heights employees and therapists recommended I purchaseThat I now have to sell as well as $in Massage Heights gift cards."After consulting with the International Dermal Institute (IDI), it is unlikely that any product applied or treatment performed during the client's service(s) resulted in a skin infectionThis is especially unlikely since Massage Height's skin therapists do not use implements (i.eextraction tools) that could pierce or damage the epidermisIn order to better assess the validity of the client's claim of damages, our IDI colleagues would like access to copies of the attending physician's chart notes, treatment plans, and any prescribed medications."This is also not true as after my doctor referred me to a dermatologistI was seen by this dayI gave them the name *** and they stated that it's not all what it says and can be bad for the skinI have also done research to find many people infected (One being a Massage Heights Natomas client), some with issues simular as mine and some worse.I would appreciate my refundI would like a full year refund as I was not happy with my servicesI believed everything the therapists and employees told meI trusted and believed that my face would get better, but it kept getting worseI did and purchased EVERY product they told me to purchaseI spent thousands and my face was not getting better. I had to stop all products, peels, facials and massages upon doctors orders.My face is worse that what it was prior to joining Massage HeightsI begin with minimal scaring, and no acneI'm left now left with acne and more scaringMy doctors just put on more antibiotics (oral and topical) last Friday, June 3, Many saw it should be a lawsuitAll I ask is for a full refundThis should cover some of my doctors bills and pharmaceuticals (not including pain and sufferingMeds making me ill and people asking what happened to my face.)I don't seem why this is such an issue with the company to give a full refund after all that's happenedBut they falsely state, I have issue paying for BioActive peelsThis is unprofessional, and horrible customer service.I'm willing to take the refund that was offered only because I'm irritated with the compay procrastinating and un professional cus timer serviceHowever, I prefer and have the right to recieve a full refund.Please Note:I will provide doctor visits as well as letters from of ( plus an overseeing doctor) doctor's notesThe 2nd note should be available sometime this weekIf you would like to see any other documents besides medical, let me know.Thank you,

The records indicate *** was originally diagnosed with Acne Vulgaris on 2/12/16, which means she had a breakout, its extreme acneThe side affects to her ointment her doctor prescribed causes peeling to the skin.She was Not diagnosed with Impetigo until 6/3/16, this was after her Revdex.com complaint 5/27/and after Revdex.com had closed her complaintImpetigo is a very contagious skin condition that can be contracted from someone else, not dermalogica products, or from receiving facialsImpetigo is passed person to person. If *** had contracted Impetigo on her 12/26/visit from her esthetician, she couldn't have waited until 2/12/to receive medical attention, because it is a very serious rashAlso we would have had an epidemic of Impetigo within the Spa, with several cases of Impetigo, which never happenedI wish *** would have sent actual pictures of the Impetigo instead of just pictures of the Acne VulgarisFor the sake of argument we are wiling to honor a full refund to ***We definitely do not like anyone to have a negative experience at our facility and never want to cause anything that will worsen a guests condition or experienceWe have reached out to *** and issued her a refund of $in facial and peel services Also $in products*** does not need to return her products, she can keep them or throw them awayWe apologize and hope that she can find a spa better suited to her needs Guest came in on 6/13/and picked up her refund receipts

Revdex.com:For clarification, I was seen by doctors and dermatologists from 2/2016- 6/I have been diagnosed with both impetigo/infection, acne vulgaris and scars and hyperpigmentaionPlease note, Impetigo is a not a permanent virusIt has been several months since diagnosisIt has expiredI am now struggling with others listedNeedless to say, I have never had any of these symptoms prior to visting the Massage Heights spa. I have been prescribed several prescriptions (oral and topical), as well has several vitamins and I use sunscreens prescribed by my doctorsThese have not caused my skin to peel whatsoeverMy skin has dramatically been doing much better and has come a long way from what it went throughIt's better by visiting my doctors vsPurchasing thousands on products that was only making it worse.Perhaps, this Revdex.com case may be a learning experience for the Massage HeightsHopefully they won't neglect the client's needs, wishes and experienceWrite all honest and accurate medical statements/ information/concerns each visit or call in clients filesThis way there is a record available for staff, therapists, and owner/s which makes them aware of the issuesI continued to make visits and purchased every single product I was recommended by the staffHowever, it only made my issue worse.Learn to assist the customer and fix the issue, return calls, and emails.( I was faithfully paying every month)The customer is your incomeThe customer is what keeps you in business.I made calls and visits and got no responses.Lastly, do not make statements, accusations, assumptions or keep an on going argument with the customer and witnesses/doctorsThis looks unprofessional. With that being said, I loved and enjoyed oasis, relaxation and the friendly staffThere were just a fee business practices that were ignoredIt's unfortunate I had to file this complaint due to my experience and outcome that was being neglected.Thank You for handling this matter!
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

To Whom It May Concern,At Massage Heights customer service is our number one priority and I can assure you we handle all guest complaints in a quick and reasonable matter. We have not received any concerns from this guest. Usually when the corporate office receives a complaint they will forward it...

to our attention. Upon hearing about [redacted] concerns for the first time through Revdex.com, I did pull up her account and check her Guest History.She signed up for her membership May 6, 2015, She signed up for the Heightened membership which gave her the option of a facial or a massage, for $69.99 per month. Her first membership dues processed June 5th, 2015. She has been charged one time per month since then and has received a phone call each month notifying her she has a service credit on file.[redacted] came in for her first visit on October 30, 2015 for a bioactive peel as her first service.11/13/15 she received a facial11/28/2015 facial12/11/15 facial12/26/15 facial, at this facial she told her skin therapist that she wasn't seeing the results for her scarring and the skin therapist recommended a series of 6 peels.Guest never came back for a service or called back when we left a voicemail each month regarding her service credit on file.The guest history also shows she purchased a $40 skin kit to help lighten scarring on 11/13/15 (she was given free samples of this product on 10/30 to try this product before she purchased.11/28/15 she purchased a $10 mini double cleanse kit, at this visit she told her skin therapist she had a minor break out. On her intake form she stated she uses a bar of soap to cleanse her face. Typically soap and water users will notice their skin purge after their first facial. This is their skin detoxing. Which is why the skin therapist recommended a cleanser to help prevent this.On 4/2/16 we received a phone call stating she wanted to return her unopened product, and the front desk advised her of our cancellation policy. Our products have a shelf life and we cannot offer a refund to something purchased six months ago.Our return policy for products are 90 days and as long as only 30% or less has been used. We will take back opened product with a full refund if someone has had a reaction to it or simply just doesn't like it.If [redacted] would have brought in her Drs note we would have absolutely refunded her and tried to offer her whatever we could to rectify the situation.If [redacted] would have called us to explain the reaction or came in once it happened we would have absolutely refunded her. Being that we haven't had any of these things we cannot offer a refund for her services she received. [redacted] products are derived of natural fruits and vegetables and unless you have allergies to anything specific the products are safe. On her intake form there is no mention of any allergies.[redacted] was receiving facials every two weeks and she did not mention anything about a reaction between each visit or showed signs of a reaction on any visit. The bioactive peel is a $30 upcharge which is why she decided not to do peels and just opted for the facials.If she does not want to come back to our facility we can refund her membership dues that have processed since her last visit on Dec 28th 2015. She will receive her $69.99 per month stemming back to January of 2016 and her membership will be terminated.Also just to clarify [redacted] has only paid for 12 services, she signed up for an annual term that just came to an end. She did sign up for the auto-renew policy (which is month to month if she chose to keep it). She used 5 services and will receive a refund for everything she was charged after she stopped coming in.Attached is a copy of guest history., it shows all of her purchases, membership dues, and visits. The $19.99 and $10's are not charges she received those are services credits when they are broken down and applied to each visits. I have also attached a copy of her signed membership agreement, her intake form (which has no mention of any allergies) as well as each skin therapists notes on what products were applied to skin, treatment notes, and free sample products that were given.After consulting with the International Dermal Institute (IDI), it is unlikely that any product applied or treatment performed during the client's service(s) resulted in a skin infection. This is especially unlikely since Massage Height's skin therapists do not use implements (i.e. extraction tools) that could pierce or damage the epidermis. In order to better assess the validity of the client's claim of damages, our IDI colleagues would like access to copies of the attending physician's chart notes, treatment plans, and any prescribed medications.Please have guest get back to us with the above requested materials so we can resolve this matter quickly.Thanks,Management

The records indicate [redacted] was originally diagnosed with Acne Vulgaris on 2/12/16, which means she had a breakout, its extreme acne. The side affects to her ointment her doctor prescribed causes peeling to the skin.She was Not diagnosed with Impetigo until 6/3/16, this was after her Revdex.com complaint 5/27/16 and after Revdex.com had closed her complaint. Impetigo is a very contagious skin condition that can be contracted from someone else, not dermalogica products, or from receiving facials. Impetigo is passed person to person. If [redacted] had contracted Impetigo on her 12/26/15 visit from her esthetician, she couldn't have waited until 2/12/16 to receive medical attention, because it is a very serious rash. Also we would have had an epidemic of Impetigo within the Spa, with several cases of Impetigo, which never happened. I wish [redacted] would have sent actual pictures of the Impetigo instead of just pictures of the Acne Vulgaris. For the sake of argument we are wiling to honor a full refund to [redacted]. We definitely do not like anyone to have a negative experience at our facility and never want to cause anything that will worsen a guests condition or experience. We have reached out to [redacted] and issued her a refund of $839.88 in facial and peel services Also $54.25 in products. [redacted] does not need to return her products, she can keep them or throw them away. We apologize and hope that she can find a spa better suited to her needs.
 
Guest came in on 6/13/16 and picked up her refund receipts.

Revdex.com:
For clarification, I was seen by 3 doctors and dermatologists from 2/2016- 6/2016. I have been diagnosed with both impetigo/infection, acne vulgaris and scars and hyperpigmentaion. Please note, Impetigo is a not a permanent virus. It has been several months since diagnosis. It has expired. I am now struggling with others listed. Needless to say, I have never had any of these symptoms prior to visting the Massage Heights spa. I have been prescribed several prescriptions (oral and topical), as well has several vitamins and I use sunscreens prescribed by my doctors. These have not caused my skin to peel whatsoever. My skin has dramatically been doing much better and has come a long way from what it went through. It's better by visiting my doctors vs. Purchasing thousands on products that was only making it worse.Perhaps, this Revdex.com case may be a learning experience for the Massage Heights. Hopefully they won't neglect the client's needs, wishes and experience. Write all honest and accurate medical statements/ information/concerns each visit or call in clients files. This way there is a record available for staff, therapists, and owner/s which makes them aware of the issues. I continued to make visits and purchased every single product I was recommended by the staff. However, it only made my issue worse.Learn to assist the customer and fix the issue, return calls, and emails.( I was faithfully paying every month). The customer is your income. The customer is what keeps you in business.I made calls and visits and got no responses.Lastly,  do not make false statements, accusations, assumptions or keep an on going argument with the customer and witnesses/doctors. This looks unprofessional. With that being said, I loved and enjoyed oasis, relaxation and the friendly staff. There were just a fee business practices that were ignored. It's unfortunate I had to file this complaint due to my experience and outcome that was being neglected.Thank You for handling this matter!
 
 
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

To Whom It May Concern,
sans-serif;">At Massage Heights customer service is our number one priority and I can assure you we handle all guest complaints in a quick and reasonable matter. We have not received any concerns from this guest. Usually when the corporate office receives a complaint they will forward it to our attention. Upon hearing about [redacted] concerns for the first time through Revdex.com, I did pull up her account and check her Guest History.
She signed up for her membership May 6, 2015, She signed up for the Heightened membership which gave her the option of a facial or a massage, for $69.99 per month. Her first membership dues processed June 5th, 2015. She has been charged one time per month since then and has received a phone call each month notifying her she has a service credit on file.
[redacted] came in for her first visit on October 30, 2015 for a bioactive peel as her first service.
11/13/15 she received a facial
11/28/2015 facial
12/11/15 facial
12/26/15 facial, at this facial she told her skin therapist that she wasn't seeing the results for her scarring and the skin therapist recommended a series of 6 peels.
Guest never came back for a service or called back when we left a voicemail each month regarding her service credit on file.
The guest history also shows she purchased a $40 skin kit to help lighten scarring on 11/13/15 (she was given free samples of this product on 10/30 to try this product before she purchased.
11/28/15 she purchased a $10 mini double cleanse kit, at this visit she told her skin therapist she had a minor break out. On her intake form she stated she uses a bar of soap to cleanse her face. Typically soap and water users will notice their skin purge after their first facial. This is their skin detoxing. Which is why the skin therapist recommended a cleanser to help prevent this.
On 4/2/16 we received a phone call stating she wanted to return her unopened product, and the front desk advised her of our cancellation policy. Our products have a shelf life and we cannot offer a refund to something purchased six months ago.
Our return policy for products are 90 days and as long as only 30% or less has been used. We will take back opened product with a full refund if someone has had a reaction to it or simply just doesn't like it.
If [redacted] would have brought in her Drs note we would have absolutely refunded her and tried to offer her whatever we could to rectify the situation.
If [redacted] would have called us to explain the reaction or came in once it happened we would have absolutely refunded her. Being that we haven't had any of these things we cannot offer a refund for her services she received. 
[redacted] products are derived of natural fruits and vegetables and unless you have allergies to anything specific the products are safe. On her intake form there is no mention of any allergies.
[redacted] was receiving facials every two weeks and she did not mention anything about a reaction between each visit or showed signs of a reaction on any visit. The bioactive peel is a $30 upcharge which is why she decided not to do peels and just opted for the facials.
If she does not want to come back to our facility we can refund her membership dues that have processed since her last visit on Dec 28th 2015. She will receive her $69.99 per month stemming back to January of 2016 and her membership will be terminated.
Also just to clarify [redacted] has only paid for 12 services, she signed up for an annual term that just came to an end. She did sign up for the auto-renew policy (which is month to month if she chose to keep it). She used 5 services and will receive a refund for everything she was charged after she stopped coming in.
Attached is a copy of guest history., it shows all of her purchases, membership dues, and visits. The $19.99 and $10's are not charges she received those are services credits when they are broken down and applied to each visits. I have also attached a copy of her signed membership agreement, her intake form (which has no mention of any allergies) as well as each skin therapists notes on what products were applied to skin, treatment notes, and free sample products that were given.
After consulting with the International Dermal Institute (IDI), it is unlikely that any product applied or treatment performed during the client's service(s) resulted in a skin infection. This is especially unlikely since Massage Height's skin therapists do not use implements (i.e. extraction tools) that could pierce or damage the epidermis. In order to better assess the validity of the client's claim of damages, our IDI colleagues would like access to copies of the attending physician's chart notes, treatment plans, and any prescribed medications.
Please have guest get back to us with the above requested materials so we can resolve this matter quickly.
Thanks,
Management

Review: I am a member of this location-as they sell you a membership when you come in for a massage -either 6 month, or 1 year. I was having issues with a herniated disc, and sciatic problems which they were aware.Thus, I made an appointment to visit my regular specialist and they said that they had a better more experienced specialist thus recommending a longer massage with hot stones. I went to the massage expecting the delivery and service that I was promised. However, the massage therapist injured me in the process, was not gentle and pulled my right leg abruptly causing major pain, when I left I was barely able to walk out. This therapist was aware of my injury but not gently moving or stretching the injured parts-I had to ice for 2 days after leaving, and even had neck strains and a migraine headache for the 2 days following which could not be relieved with prescribed painkillers. After not finding relief, had to pay for another massage at another location to relieve some of the damage done and kinks in my neck. Which I found totally unacceptable. In addition to injuring me, and not providing any pain relief the therapist also crossed many professional courtesies of the industry. The massage therapist also referred to my breasts as "tatas", asked to move my underwear down a little to reach the spot, and had the blankets all over the floor-so I was cold the whole time. I explained that it was very painful even screaming out in pain when he lifted the leg. The ultimate insult was that I did not even get the "hot stones" as promised.I called the next day to speak with the Dir. [redacted] and she stated that she could not provide a refund, and would have to verify the incident with the therapist. She left a voice mail stating that she could not verify the incident. I asked her again to provide a refund and explained in detail all the various reasons as to why the massage should be refunded. 1)services promised not delivered 2)caused injury 3)inappropriate behavior and unprofessionalism.

Product_Or_Service: massage

Desired Settlement: DesiredSettlementID: Refund

I have asked repeatedly for a refund of $84.99. Check or cc reversal.I unfortunately am getting charged $49.99 a month due to a contract -would cancel if it were possible. The remaining massages I have and get charged for I have to drive several miles to redeem since I will not go to a location that is that unprofessional and insist that since I got the massage I have to pay for it. I have proof that I paid for another massage, and that I went to the DR. immediately following the massage

Business

Response:

Initial Business Response

This guest has received a refund of $60 to her account and her membership has been cancel/ed

as per her request. I am unsure of why she would have placed this complaint and why her complaint has

changed three times over the course of two months. She was not eligible for the $84.99 refund and

even the $60 that was refunded was a courtesy to accommodate an unsatisfied guest. Please see the

following paperwork to support this statement. We have audio and video surveillance and our calls are

monitored and recorded to support the statements made in this letter. Guest called and stated she was

in a tremendous amount of back pain and had missed work the previous day and that day and could not

move out of bed. We recommended a therapist who is better at dealing with sciatica issues. Guest

arrived, in pain, barely able to walk or sit and requested to go straight into a room and on to a table

before her appoint time. In the video you can see her with two ice packs for her back which she asked

me to place in our freezer and hold for her until after her massage. She left in the same shape, barely

able to walk, she didn't complain about anything during check out, you can see on the receipt that I rang

her out and she knows I am the retreat director, and did not say anything about the therapist being

inappropriate. She even left the massage therapist a ten dollar tip. Her phone call on Monday was to say

she didn't find relief in her massage and wanted her money back. I told her I would review her

paperwork and speak to the therapist and call her back which is when she got angry and said, "are you

going to reverse it, or are you not, otherwise my bank will, your therapist was inappropriate, he was

talking about my breasts" I told her I would fill out a complaint form, but still maintained I would have to

get back to her, "she said don't bother, my bank will take care of it" hung up and didn't answer or return

any phone calls after numerous attempts to contact her and offer a free service to make up for her bad

experience.

We didn't hear from her again until after her bank didn't return her money. Since then we

offered to refund her $49.99 for her one hour prepaid and the $10 freeze fee for her account, and

offered to cancel her membership at no charge.

If we refunded money because they didn't feel relief from their massage, we would be out of

business. We are not here to treat or cure anything and that is specifically stated in her intake form

which she signed. She received a massage from one of our leading therapists who has never had a

complaint against him, only a strong following of satisfied guests. Her intake form shows she suffers

from regular headaches and migraines, so how can she prove we caused that? We have audio footage of

her stating she had just had a chiropractic adjustment before she arrived for her massage. The

chiropractic adjustment is a lot more abrasive then a massage, didn't that make her yelp in pain, only a massage did? I have also attached a pricing sheet stating our prices and copy of her receipt proving she was never charged for the hot stone therapy. That was made up when she contacted her bank trying to

get her money back. The last time I spoke to her she made a comment that our therapist had asked to

pull her underwear down and that' s when I told her that our phone calls are recorded and she had never

mentioned this before and I would appreciate it if she didn't make accusations other than her original

complaint, she screamed at me saying "I told you he was inappropriate!" Then she hung up on me and

didn' t answer and of my phone calls back to her. [redacted] our assistant retreat director has since been in

contact with her to get her the $60 refund and get her account cancelled which she has also made into a

complicated process. I will explain. She wanted a business check from us in the amount, but everything

is done electronically so we needed to put it back on the original card, but she cancel/ed and does not

want to come in with her new card to reverse it onto. So she decided to purchase a mastercard giftcard

and give us that number, we tried, but the computer system would only refund it to the card it was

originally charged from. So then we offered her a giftcard in the amount of sixty dollars to use

anywhere, she denied, she only wants a check. As of Nov l9th, our final agreement was that she was

going to have a charge back reversal through her bank for the $49.99 and the $10 freeze fee and we

would accept the refund on our end. Please contact the guest and ask her if all the statements I have

made are true which she cannot deny based on all the proof.

If you have any other questions or need any other information please feel free to contact me at

[redacted]@massageheights.corn or (XXX) XXX-XXXX, or my cell phone number at (XXX) XXX-XXXX. From my

understanding this guest is satisfied with her refund and cancel ed account. I really am appalled and unsure of what else she would like from us. We really like to help our guests by bringing them out of the crazy reality of life and to a place of relaxation. This is our first complaint from anyone about anything since we have opened and from my understanding Massage establishments don't have the best reputation. My husband [redacted] and I have other businesses have many years of experience and a great reputation for running an ethical business and try to instill these practices in all of our employees. I know what my employees are capable of and I know that [redacted] is an outstanding massage therapist who prides himself in proper draping and professionalism. I would thoroughly investigate any complaint and do my best to accommodate every guest and not stop until they are fully satisfied. [redacted] has a history of back pain, and migraines and it is unfair to my business and therapist that she would put the blame on us for this.