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          Business Profile

          Health and Wellness

          Menlo Wellness

          This business is NOT BBB Accredited.

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          Complaints

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          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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          Complaint Status
          Complaint Type

          • Initial Complaint

            03/07/2023

            Complaint Type:
            Sales and Advertising Issues
            Status:
            Unanswered
            I have two complaints to make against Menlo Wellness Spa. 1. They refuse to honor the $150 gift certificate that I bough on 6/22/2021. It is my understanding that that is illegal. 2. I organized a spa day for two of my friends and me on Sunday, March 5th. at 3pm. I made a reservation for 3 deep tissue massages. I have been to Menlo Wellness Massage numerous times without issue (aside from the gift certificate issue). They have a few odd practices, like asking people to pay in advance and add tip before your service, but the prices are good and the service has been fine, so I have overlooked it (although they did not do that in my most recent visit). I want to be able to support the small businesses in my neighborhood. After my massage, I came to the lobby to pay for my massage. The posted price was $140 and the woman behind the counter said it was $150. Not sure why, but I paid it plus tip. When my friend came out, he looked horrified. He seemed disoriented and upset. He paid for his massage (also told it was $150) and waited for his husband to finish. Once we got home, he told us that his masseuse touched him inappropriately. She ran her hands down his back, onto his backside, spread open his **** cheeks and touches his s****** He yelled, No! and the woman quickly left and another one came in and replaced her and finished the massage. She apologized to my friend. The massage ended without incident, but my friend was very shook up. My concerns with this establishment is as follows: 1. Inappropriate touching 2. Posted prices are different than actual prices (there are complaints about this on Yelp as well) 3. They will not honor gift certificates after 12 months.I am seeking a $150 refund for my gift certificate and $180 for my friend's massage (he doesn't want to interact with the business given what happened)

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          BBB Rating & Accreditation

          B-

          This business is not BBB Accredited

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          Years in Business: 6

          Customer Reviews are not used in the calculation of BBB Rating

          Reasons for BBB Rating

          Contact Information

          718 Willow Road

          Menlo Park, CA 94025

          Visit Website
          (650) 384-6858

          Customer Complaints Summary

          1 total complaints in the last 3 years.

          0 complaints closed in the last 12 months.

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