Complaints

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Good Afternoon, My fiance and I had a massage today at 3pm at Unforgettable Spa and are extremely upset with our service. We had specifically booked this location for the gazebo and paid extra for this, but was told 2 hours before the appointment that the massage would be outside and that we would receive the aromatherapy and foot scrub instead (which we did not want). After getting undressed, our massage therapists did not come into the room until 3:15pm and finished at 4pm; however, we requested an hour and a half massage. During the massage, I asked the male therapist to not massage my calves as they were sensitive; however, he proceeded to massage them. He pulled my underwear lower down my hips without asking. He placed his hands near my nostrils without fair warning me and put a hot wet towel over my face before telling me. We informed the other massage therapist of the dissatisfaction, which she stated “oh okay…well here’s the tip option on the screen.” We are extremely dissatisfied with the service and unprofessionalism at your establishment.

  Business response

  07/08/2024

  This complaint is absolutely false.  This couple made an order online but changed it later as clearly documented and signed for in their intake paperwork.  They were acting tipsy and giggling throughout their time here.   They were very satisfied with their service and even tipped ****   Being that getting a massage can enhance the effect if you are intoxicated they were asked by one of the therapists in the parking lot if they were ok to drive.  That's when things took a turn and they started berating and discriminating  the male therapist because of his sexual orientation.   Apparently after leaving they concocted this absurd story.  But again, they might have ordered a gazebo massage online but then approved a more expensive one because it was 90 degrees outside and everyone agreed it was best to do so inside.  They actually received the more expensive massage for the lower rate of the one they had originally ordered.  Apparently they have done similar scams before and it perhaps it has worked for them in the past.  

  In accordance with HIPPA compliance, if you send us a signed medical release form we will be more than happy to send you the signed intake form showing that their claim of not receiving their requested services is false.  they signed to have it changed.  The intake form will also show that one client mentioned that her thighs were sensitive, yet in her false complaint he is now claiming it was the calves. But their story is totally inconsistent and constantly changing from review on google, to email to manager, to this complaint, the story is constantly changing.   The last thing added was the underwear band being lowered, this was not in original email to manager.  And it is noteworthy, it is totally standard procedure to wrap the sheet around the waistband and slightly lower it to avoid getting oil on clients garments.  Again, she is adding or making this claim now, as to further discriminate or mock the therapist due to sexual orientation as he would not have had the slightest interest in lowering her underwear further than standard procedure.  

  In summary, this supposed dissatisfaction was concocted after leaving premises because their driving ability was questioned due to seeming intoxicated.   

  Please forward at your earliest convenience a signed medical release form so we may send you the signed intake forms which clearly shows they changed their order and signed for the new services, demonstrating  their primary argument of not receiving the service they ordered is completely fabricated.  

  Thank you for your interest.

   

  Lemuel ******

  General Manager

   

  Business response

  07/08/2024

  Oh we forgot to address another important  false claim  in previous response.  They DID NOT book a 90 minute massage.  They booked a 1 hour massage. That we CAN send you without a  written medical release form.  Just so you may start noticing the pattern of fabricated claims.  But then again when individuals are that intoxicated they have trouble keeping their stories straight.  See Attached online order.  They then changed it to indoors because it was too hot and added sugar footscrubs and aromatherapy instead of gazebo.  

  Customer response

  07/09/2024

  * **** ******** * ******* ****** **** **** *** **** ********* * **** ** **** ******* ***** ***** **** ******* *** ***** ****************** * **** ******** *********** **** ***** ******* ******* ****** ***** **** ** ****** *** * **** *** *********** ****** **** ******** * ** *** **** ******** ******* *** ****** **** ********* ***** ** *** ********** * ** **** **** ******* *** **** *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩