Vida Organic Life Massage

Review: I purchased a 3-treatments-for $150 massage special from this spa on 5/01/14. When I purchased the package in person, there was no mention that this was a no-refund policy. When I returned to the spa later to schedule my first appointment, the massage therapist at the counter snatched a business card away from me (that I was writing my appointment day/time on), saying, "She pays for this," and put it back in the business card box. Later, as I walked away feeling very puzzled and offended, I realized that this was the same massage therapist who had frightened me when I went for a massage some time back. I realized that this was not a "healing space" because I felt anxiety about encountering this therapist again. I contacted the manager (who in fact was same therapist), but eventually was contacted by the owner. While she claimed to want to discuss my experience at Vida, she was unavailable when I tried to call her at the time she had requested and mainly just confirmed that no refund would be given.Desired Settlement: I would simply like a refund of $150 for the services that I will not be obtaining.

Business

Response:

In regards to the concern, it's unfortunate that this consumer thought it necessary to involve a third party.

While we have never had a problem with the consumer in the past, it's a shame that she feels that she

has to embellish trivial events in order to try to negate our company policy of not offering cash refunds.

The very first time the consumer visited our location was January 30, 2014. At this time, she had the

Massage Therapist/Manager whom she claims, in her Statement of the Problem, is also the

individual that "frightened" her on this visit. Not only is this our Manager, but she is also our most

requested Massage Therapist, working six days a weeks with a 92% request rate and plenty of

glowing reviews on Yelp. After the session, the consumer did not make any mention of being

frightened, uncomfortable, or unhappy. In fact, she made a purchase of 3 discounted massages that

were not valid until March 1, 2014. Because she had enjoyed her experience so immensely, we

made an exception and allowed her to use the discounted certificates for that January 30 session,

as well as another exception for a treatment on February 14, 2014. She used her final certificate

from this discounted package on March 6, 2014 and never mentioned to any of the Massage

Therapists, or the Receptionists at the front desk, any negative experience she had suffered. We

even email clients after their first visit to ask how the experience was so that they might feel more

comfortable submitting their thoughts in that form. We received a very pleasant email back from

the consumer.

On May 1, 2014, the consumer returned to take advantage of another pack of 3 discounted gift

certificates. She still did not mention being "frightened" of any specific staff members. On May 8,

2014, the consumer came into the establishment to schedule an appointment. While she did pick

up an individuals business card to write on, there was absolutely no physical contact as far as

"snatching". The Massage Therapist stated that because each Massage Therapist and Esthetician

pays for their own business card, it's not scratch paper, and another card, actual Appointment

Reminder cards kept by the Receptionist, would be substituted. She threw the card into the basket

and stated she would just write it on her hand. When the Massage Therapist and Receptionist told

her how easy it is to just use the actual Appointment Reminder card, she stated firmly to forget it,

then left.

The consumer requested to speak to the Owner regarding the matter. The Owner supplied the

consumer with her personal cell phone number and set up a day and time to discuss what had

transpired. The consumer texted the Owner to confirm. On the day of the appointed phone

meeting, the consumer did not call. A short time later, she left a message at the place of business

stating that she had never received the Owner's phone number. The Receptionist did not feel like

she had the authority to give out the Owner's phone number, and instead gave the Owner the

message. A short time later, the consumer texted the Owner, stating she forgot that she had

previously texted the Owner and did in fact have her number all along. At this time, because the

Owner had a fully scheduled day and the window of time she had set aside for this matter was now

unavailable, she advised the consumer that they would be unable to talk and would instead have to

email.

While the consumer had already been notified that per company policy, no cash refunds are given,

it was at this time that in an email it was stated that on the consumers third visit she had been

treated rudely. She also stated that she had received a job opportunity out of state. In addition to

this complaints being "frightened". There were several reasons as to why she felt that the we

should make an exception to the "no cash refunds" when it came to her. We offered to apply the

$150 towards retail product, which is an exception. We even offered to allow her to gift the three

massages to friends or family members. Though the consumer feels that there was no mention of

the "no cash refunds" policy, it is explicitly stated on every single gift certificate we sell.

Sincerely,

VIDA Organic Wellness

Consumer

Response:

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.

Regards,