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Better Business Bureau ®
Start With Trust®
Northeast California

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Lotus Massage & Spa meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Lotus Massage & Spa include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 2 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

2 complaints closed with BBB in last 3 years | 1 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 1
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 1
Total Closed Complaints 2

Customer Reviews Summary Read customer reviews

0 Customer Reviews on Lotus Massage & Spa
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 0
Total Customer Reviews 0

Additional Information

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BBB file opened: April 24, 2013 Business started: 03/11/2005 Business started locally: 03/11/2005
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

CA Massage Therapy Council
One Capitol Mall, Suite 320 , Sacramento CA 95814
https://www.camtc.org/Default.aspx
Phone Number: (916) 669-5336
Fax Number: (916) 669-5337

Type of Entity

Sole Proprietorship

Business Management
Mr. Thomas French Ms. Celine Shen, Owner
Contact Information
Principal: Mr. Thomas French
Business Category

Massage Therapists

Alternate Business Names
Happy Feet Spa Kings Beach Massage & Spa Lotus Massage and Spa Roseville Lotus Massage & Spa - Asian Massage Tahoe Asian Massage & Spa Tahoe City Day Spa & Massage

Additional Locations

  • 1000 Sunrise Ave STE 8B

    Roseville, CA 95661

  • THIS LOCATION IS NOT BBB ACCREDITED

    2214 Lake Tahoe Blvd

    South Lake Tahoe, CA 96150

  • THIS LOCATION IS NOT BBB ACCREDITED

    521 North Lake Blvd

    Tahoe City, CA 96145

  • THIS LOCATION IS NOT BBB ACCREDITED

    8106 North Lake Blvd

    Kings Beach, CA 96143 (916) 771-6896

  • THIS LOCATION IS NOT BBB ACCREDITED

    8160 North Lake Blvd

    Kings Beach, CA 96143

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Professional AffiliationsX
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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

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BBB reports on known significant government actions involving business' marketplace conduct.

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

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Additional Phone Numbers

  • (530) 626-0888(Phone)
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Complaint Detail(s)

6/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We arrived at Lotus massage. Our appointment was scheduled for massages for 2 separate massages. We were placed in the couples room (we are friends not a couple) . Massage started 10 minutes after scheduled time. During massage the massage therapist walked out several times, five to be exact, left the door open and an unknown male stood in the doorway and proceeded have to converse with the massage staff while we we undressed and barely covered with a towel. Upon leaving and paying for service of $40 we were told that our tip of five dollars was insufficient and we were required to pay a minimum of ten dollars. It is not posted in establishment that a minimum gratuity is required. We paid her was she requested. Also, upon exiting the room we noticed that there were two holes In the ceiling facing each of the beds. We noticed what looked like camera holes.

Desired Settlement: $50 returned to each of us, myself and my friend **** *******

Business Response: I am ****** ******, the business owner of Lotus Massage & Spa, and my wife and I own multiple businesses in Northern California with that name. This complaint from BBB does not show which city/address this customer went to, as the address shown of 2214 Osprey Ct. in Folsom is our home address only. I called the BBB yesterday on our return from travel and explained this omission/question to the case worker ****** in a phone message. I believe the massage took place in our Roseville location (1000 Sunrise Avenue).

 
We want to resolve this complaint quickly and fairly, and I wish to call today the complaint and apologize for the problems she experienced in our normally excellent service and offer a monetary refund of $60 of the $100 they paid for the two massages and tips. There is a room door in the Sunrise facility that we learned does not stay fully closed and slowly swings open which I will repair immediately, and the masseuse says she needed to leave the massage to greet a few customers that day because the receptionist was not on duty at the time. I will apologize to the customer and assure her these two issues have been corrected.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/3/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have used the massage services for a back related injury because they have good deals. I have gone there about 12 times and my wife has been there about 6 times. The last time I was there the prices have jumped up $30 dollars for 1.5hrs of service. I was told that the service was $60 dollars for 1.5hrs and at the end upon paying I was stunned that it had gone to $90 dollars but the signage on the wall stated $60 dollars. I paid $90 dollars to avoid conflict. Well I had recently seen my Doctor about my back and told her (Dr) I was going back for therapy again and upon arrival the cost was different this time. It stated $90 dollars for 1.5hrs and $120 dollars for 2hrs, I told the attendant that the website stated 2hrs for $80 dollars and she called the boss whom I spoke to on the phone. She stated the ad had changed before I arrived. Well I told her that I printed the statement from the internet and it was uploaded the same date 4/17/2013. Her response was pay the $80 dollars for 2hrs. Ok good deal honored on the phone. Well after the therapy and upon paying the bill I got into a argument with the lady that doesn't speak English about $120 dollars for 2hrs plus tip. I tried to explain that the boss said $80 dollars for 2hrs and she pointed to the paper on the desk that stated $120 for 2hrs. When she said ok, ok, ok and took my visa card she charged me $120 dollars. I looked today 4/18/2013 on the website and it says 80 dollars for 2hrs. I was duped for a bate and switch. Product_Or_Service: massage therapy

Desired Settlement: DesiredSettlementID: Not applicable I don't know, I was mad to look like an **** in front of other customers so I paid the 120 and left...

Business Response: Business' Initial Response
This unfortunate situation happened due to a mutually-innocent misunderstanding caused by the Chinese-English language barrier between our Chinese worker and her problems understanding Mr. ************ explanation in English of what my wife told him. Mr. ********** is correct that my wife, the business owner and manager, told him that the former $80 two-hour massage price would be fine. In similar situations, I have heard my wife many times on the phone ask the client to let her talk to the worker to explain in Chinese the details or agreement with the customer, but in this case she had another call coming through and asked Mr. ********** if he would tell the worker what she said. This is where the problem originated... I do not know why Mr. **********, when the worker's confusion about the correct price continued later, did not ask the worker to call my wife to repeat in Chinese what she had told him. But apparently he was frustrated enough that he understandably did not want to take the time for that phone call, which is unfortunate. We feel very bad this situation happened to Mr. **********, who is a regular customer as is his wife. We want to phone Mr. ********** to apologize verbally and offer him a free massage, if you have his phone number. In case you do not have that information or it is confidential, we are now writing him a letter with our apology and offer of free massage. Thank you very much.

BBB's Final Determination: Consumer accepted resolution offered by the business.