Complaints

• Initial Complaint

  05/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Unresolved

  More info

  The situation took place on Saturday May 27, 2023.The amount spent $110.The services were supposed to be a safe, relaxing massage experience.I'm not sure I have the words to describe my experience and how I feel. My massage was rough and even continued being rough even after I voiced a few times to soften up. AFTER my massage....A STRANGE MAN WALKED INTO MY ROOM WHILE I WAS GETTING DRESSED! He actually saw my **** body. I was told he was looking for the bathroom. The room that I was in is directly across from the receptionist desk and if you've ever been to the establishment, you know that the desk is literally a few feet from the room that I was in. The most disgusting part is the receptionist being rude and saying "it is out of my control" and proceeded to give me a $15 gift card. Imagine going in for a massage and your privacy, space and body being violated. AND the establishment takes no fault for allowing other customers to walk freely around a very intimate, personal space for clients! The receptionist was literally facing my room and allowed a STRANGE MAN to enter into my room. You guys are disgusting! This situation has made me sick to my stomach and has left me traumatized. My fianc is highly upset with what has happened and wants immediate action taken. This establishment needs to be held accountable for this situation.

  Business response

  06/01/2023

  The incident was an honest and unfortunate mistake. *******, the receptionist, did see the man and called out in an attempt to stop him, but he had already opened the door. The man felt really bad about it afterwards. ******* did apologize before mentioning that it was out of anyones control. We don't allow random customers to wander into massage rooms. The massage room was located right next to the bathroom, which is clearly labeled with a sign. After a massage, clients can sometimes feel dizzy and disorientated from laying down on the table, and that could have contributed to his mistake. In **********, ********* where our spa is located, "the doors to the business and to the individual ********************* shall not be locked or blocked or obstructed from either side during business hours." Therefore, it would not be lawful for us to keep the massage rooms locked. Again, we are sorry that you had this experience, but there was nothing else we could have reasonably done to prevent it.

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  Customer response

  06/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  There are way too many excuses in your response. It is NOT up to the gentleman to provide a safe environment for my time during the massage. It is YOUR responsibility to make sure your clients are safe. It doesn't matter if the bathroom is near a room or not! I actually visited with a friend. She wasn't aware of which room I was in because she went into her room before I did. She witnessed the entire incident. The receptionist could not have tried to stop the gentleman because she wasn't paying attention (Per my friend). I'm sure you all have cameras. In regard to the doors being locked, I never mentioned that. This has nothing to do with the doors but everything to do with the receptionist being aware. I don't care to hear an apology now because at the time of the incident the receptionist lacked compassion. You all need to do better and AGAIN, provide me with a FULL REFUND. 

  Thank you[Please type your response here.]
  
  Regards,
  
  *****************************

*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. ↩