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| - I scheduled a 1hr massage at the Massage Envy Beachwood location, but I came out of it with more stress than what I went in with. I had a male therapist who, on TWO separate occasions, brushed his hands past my labia. Caught off guard, I didn't know what to make of the situation and just wanted to get out of there. When it was time to pay, the lady at the desk charged me more than what I had told her I wanted to tip (even after I questioned the charge). I didn't argue any further - I just wanted to be out or there. The next day, I got a request to fill out a survey about my experience and decided to mentioned these events. I soon received an email from their director of operations claiming a Zero Tolerance policy and a request to discuss the incident further. I described the incident over the phone to her and was told to email her a written description of it, and that I would be refunded my money in full (something I didn't even think to ask for). When it came time for her to discuss the results of her "investigation" which entailed her getting a personal massage from said therapist (as if he would repeat this to his superior!), she avoided using the terms labia or vagina and claimed that maybe I had actually just felt the sheets, which more than upset me at this time. As a 27 yr old women, I know the difference between sheets and a man's hands. I told the lady I did not wish to ever speak to her or anyone at the establishment about the incident again and just wanted my money back (which I still had not received a week after the incident). She claimed she had refunded me the night we first talked, but my credit card statements had no evidence of this. I was told I would be emailed a receipt as proof, but never got it, and when I went to check my transactions again at a later date, saw that the refund had been given to me after this horrible conversation. Had she said the incident was just an accident and extra caution was being actively emphasized to their employees, I would have been fine. I was most hurt by her lack of acknowledgement of the incident and political tactics to get me to believe that maybe the situation never happened as I claimed. Needless to say, the Massage Envy Beachwood staff have been anything but professional and do not make their customers a priority. If you are a female, I recommend avoiding this place altogether, or at least avoid the male therapists.
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