ComplaintsforGo Madd 4 Massage

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I had the business owner, ***** *******, come to our home to give us massages. She brought the usual oils and lotions. When she left we found several large oil stains on the piece of furniture where she had her oils and lotions. My credenza is ruined. I will have to replace it and we will have to pay a moving company to remove it because we are elderly and can't do it ourselves. I texted her with pictures but she is denying this and has already cashed our check.

  Business response

  09/14/2023

  Hi there,

  Yes, as business owner of Go Madd 4 Massage for the past 20 years, I would be happy to respond to this complaint. My business is a Christian faith based so integrity is of the upmost importance.  This situation doesn't involve the actual massages given but rather a side issue that was brought to my attention 24 hours after I left the client's home.  All massage sales are final so a refund is not applicable.

  On Tuesday evening Sept. 5, I had an appt with client **** ***** & her husband to give them massages at their home.  I work very hard giving massages and running a business as it's very physical.  I spent 3 hours between drive time, set up and giving the massages and was compensated by check.  I gave them a discount of my normal price of $100/60 min as there were 2 of them.  **** also gave me a tip written into the check.  Everything went well, and I left with my equipment.  Nothing was brought to my attention that anything was wrong.  They both seemed very happy.

  On Wednesday evening Sept 6, I received a text from **** stating that I had spilled oil on her furniture.  I had just gotten home from a long day, and since it was 8:30 pm and past business hours, I simply responded that I didn't remember spilling anything and didn't know what she was talking about.  I was exhausted and wished her a good evening.  The next day on Thursday, my normal day off, **** texted me non stop throughout the day which was inappropriate.  I found out a few hours after sleeping in that she had posted 2 negative reviews about the situation.  Because I am a responsive person and try to uphold integrity, I read through the very long text messages and responded just to stand up for myself.  It was totally unfair that I was having to deal with this situation on a day off as I was completely shocked by her accusations.  She sent me pics of the credenza that she stated I had ruined.  She was very demanding and wanted their money back on the massages as well as me paying for a new credenza and the removal of the furniture.

  I simply didn't know what to do and was very upset as this situation for the past week has been a nightmare.  I cannot admit nor deny her claims as I really don't know what the truth is.  What happened in those 24 hours after I left?  Did she or her husband or a family member or another guest spill something on the furniture and I was being blamed?  It's possible as I don't know what happened.  Is it possible that I spilled oil on the unit despite the fact that I always have a cloth towel under my lotion and oil bottles.  My oil was standing on that corner of the credenza, but the towel wasn't damp when I left nor did I see any stain on the furniture when I left.  I don't remember spilling anything, & if I did, it was by accident, very strange that it would land on the furniture and go completely through the towel.  I have never dealt with a situation like this in 20 years of doing outcalls.  I've also never heard of the oils staining furniture.  I suggested that maybe she get a table covering or stain/varnish/paint the unit black to cover it up.  Once when a client spilled a coke on a piece of furniture in my office, it stained a corner.  I didn't make the client pay and simply did what I asked her to do: cover it or paint it, and I moved on.  **** simply wouldn't move on.  She was adamant that I ruined her furniture, even though it was only a corner side affected.  

  Later that day, I reached out to 2 handymen that I've used.  One suggested liability insurance which I hadn't thought of since I've never used the entire time I've been a therapist.  I also reached out to 2 massage colleagues who never had experience with this kind of situation with a client.  They both said it was important to appease the client, but refunding money on massages was absurd.  Massages sales are final.  As for dealing with the furniture, they both said it was a very tricky situation as what happened? what is the truth?  My handyman wondered if the client was setting me up because she wanted a new piece of furniture.  She did send me the original receipt dated 2017 and the company she hired on her own to remove the 'ruined' furniture as she called it.  

  I reached out to the oil company, Soothing Touch, who gave this statement.  customer Service 
  To:***** *******
  Mon, Sep 11 at 12:18 Pm
  Hi ******
  Sorry to hear that you've had to deal with this experience from your customer. We have not had any complaints or feedback about the lotions or oils staining or ruining things. The oils do contain sunflower seed oils and/or canola seed oils so I can see how it could be possible to affect certain types of untreated wood. Sorry I wish I had more concrete information on how the oils might affect that material. As you said, it would be surprising that you would not have seen those marks or spillage after your procedure.
  Let me know if you have any additional questions.
  Thanks,
  ***

  I reached out to AMTA, my massage therapy association where I had liability insurance through to find out the process to file a claim as this was foreign territory to me.  I was given another number to call, but they were closed last Friday.  I talked with them Monday to start reporting the incident and answer questions.  They said CNA was the actual casualty company where claim would be filed through.  I was told it would take 3 days to hear back.  This morning, Thursday, a week later, I talked with a rep who sent me an email and requested pics and any pertinent written info.  He said the situation was very unusual and suspicious and he had never dealt with this kind of incident.  He said he would have to talk with **** about her claim.  Since it was such a small amount, $477 plus for the original credenza, they may just pay it out to resolve the issue.  He had to check on the coverage and confirm how the situation would be handled.  I started sending him the necessary information this morning and will continue with the rest of it over the weekend.  

  I would never want to cause harm to any client or his/her belongings.  I apologized several times to **** if I had indeed spilled oil and was unaware.  The negative reviews were simply overkill when she reached out to me directly and were unnecessary.   I have asked her to remove the reviews which she said she would when there was resolution.  For me, this matter is between **** and CNA insurance to sort out, what the liability company is willing to reimburse her for on my  behalf.  I need the nightmare to end and move on.  I have full assurance that my rep, ******, will come to a fair decision that will meet ****'s demands that doesn't involve massage income.  

  Thanks  for giving me an opportunity to state my side of the situation as I know it.  I was blindsided and have calmed down.  The client has also calmed down.  What actually happened is a mystery, but it's also a reality that needs to be dealt with fairly for both parties involved with my excellent business name and reputation restored.  

  Business response

  10/05/2023

  Please See Attached

  Customer response

  10/06/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

   

  Date Sent: 10/5/2023 3:29:18 PM
  

  I received a settlement payment from Go Madd 4 Massage's liability insurance company, ****  They reimbursed me for the full value of the credenza which she accidentally ruined, and my cost to have it removed from my home.  I can now consider this matter resolved. 

  Thank you,

  **** *****

   

   

  Regards,

  **** *****

   

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