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          Business Profile

          Spa

          Candle Day Spa

          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

            04/04/2024

            Complaint Type:
            Service or Repair Issues
            Status:
            Unanswered
            I scheduled a 30-minute massage at Candle Day Spa on 4/2/2024. The "massage therapist" provided no explanation and did not consult with me before beginning the massage. The environment felt uncomfortable and I repeatedly told her that the pressure was too hard and I was experiencing pain. She told me she was "just going to keep going and I'd feel better." At one point, I tried to stop the massage. I was physically attempting to get up from the table and asking her to stop, but she still did not stop. I told her she could not continue to massage my right shoulder because I had a previous injury and was feeling pain, but she laughed and said "she'll make it feel better" and continued to not allow me up from the table. I was clearly uncomfortable and asking for this service to end, but not only did she not adhere, she charged me a higher amount than what was listed on their website for the service. When I disputed the charge, I was told by another employee that "their website in not up-to-date and this is the new price I have to pay." Now, one day later, I am in severe pain. I have had to make a doctor's appointment and will be requesting an X-ray. I've attempted to call twice to discuss this with the manager, but was told that "they can't talk right now because they have too many customers and are too busy." I will be considering legal action, especially since there was no consultation and no waiver for me to sign which would abdicate them from liability. I asked the service to be stopped and I was ignored. Now, potentially a previous injury has been ignited and I've had to take medication for the pain multiple times today; it's not subsiding. I am appalled with this business and would caution anyone against going there. The massage service is a sham and could cause physical harm to patients.

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          BBB Rating & Accreditation

          C+

          This business is not BBB Accredited

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          Years in Business: 9

          Customer Reviews are not used in the calculation of BBB Rating

          Reasons for BBB Rating

          Contact Information

          2480A Osprey Way

          Frederick, MD 21701

          Visit Website
          (301) 662-8135

          Customer Complaints Summary

          1 total complaints in the last 3 years.

          1 complaints closed in the last 12 months.

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