Spavia Winter Park — Attraction in Winter Park

Please read in its entirety there are 2 separate incidents. Very poor customer service all around particularly when dealing with the manager, Ashley. Don’t usually write reviews for companies, but this is the second issue I’ve had when dealing with this store, particularly with the manager Ashley. First incident I purchased a 400.00 spa package for my husband for his birthday. I went in in person to schedule as I wanted to make it special for my husband (I was going to bring balloons and cake in Ect) The girl who was helping me was not informed on the packages and didn’t seem to care much. I had to ask to speak with someone else because she kept telling me she “didn’t know” when I asked her Questions (meanwhile I’m spending 400.00)

Anyway she (of course) ended up booking it for the wrong date. I showed up that morning in the pouring rain with my husband, cake and wine ect in hand and found out from Ashley (the manager) that they mis-booked me. I felt horrible for my husband who took off work and was visibly disappointed. Ashley proceeded to tell me in so many words it was MY fault and decided the best course of action was to argue with me about it. I was understandably irate. After long drawn out arguments over several phone calls. (Fun) with Ashley (the manager) she finally admitted that actually the girl that was helping me was recently let go (surprise) and then she did a surprising 180 and said that she would offer me a free massage and get my husband scheduled for his bday package. Granted yes this was after many long drawn out, blame placing phone calls. But I was happy she finally decided to act like a manager.

Next incident: ( let me preface this by saying they use misleading, vague wording both on their website and in person, concerning their spa membership packages. They call it a 3 month membership, but of course, its not!) I went in a few weeks later to use my massage, and the guy that massaged me was very nice and did a good job. I made friends with him and he suggested I do one of the packages where I would get 3 massages, or use for other services, at a discounted rate. So I bought it. Big mistake. I paid the 200 something for it and received the 3 treatments.

We have since moved from the area. I noticed that my card moving forward was being charged 89.00 after the 3 months. I called and spoke with Ashley again (yay!) she informed that I signed a contract that says that I would still be charged 89.00 a month after the 3 months. I explained to her that it was not made clear to me and that I would not be using the services and would like them to cancel it and refund me for the services I am not using. She said No that I would be charged regardless and tried to get me to “gift” them. I explained I don’t live in the area anymore and I didn’t want to do that. And if she wouldn’t refund me, I would just call my credit card company. She argued with me about that. Always getting extremely personal she kept saying “Ive dealt with you before and started to kind of give me a speech about how she’s had to deal with me before” very personal and negative. I asked her why she was getting so personal with me again. Also, the last time she dealt with me it was her who wasn’t handling herself professionally.

She ended up basically hanging up with me after getting herself upset again. I have a right to say ok cancel it and if I’m not ok with you charging me for services I’m not using , I reserve the right to charge it back to my bank. Regardless of the outcome , its my prerogative to try without being insulted by the manager. And by the way there website calls it a 3 month membership as well. So its very much a read the fine print scam. Spavia should maybe look into how Winter Park is handling customers.

Ashley could use some training on customer service and how to handle situations that aren’t pleasant without becoming personal and having to give out free massages because she can’t handle her customers appropriately. Surprised she is in any kind of...

First, if you want to go, don't bother calling, you will get the rudest humans to try to help you set up appointments and try to get you to do a service you don't want. Use the web site to set up appointments, that might decrease your frustration to have to deal with incompetent front desks staff to set up appointments. Next, the place is clean, very nice vibe, definitely set up to be a relaxing environment. I received a gift card from my daughter and I had a massage the first time I went. I have had a massage a week for 20 years, so I know a good massage. My first massage was literally the best massage I have ever had. My daughter purchased me another gift card since I was so blown away by the skill of the first massage therapist. I did try to get her for my second massage but the person on the phone wasn't listening to what I wanted or who I wanted. I ended up after being pushed to have a salt massage and many other types, I asked her to stop and tell me the first appointment she had for a 90 min deep tissue massage. She couldn't find one. So I asked for first 60 minutes massage. The appointment was a week and half away from phone call. I made appointment. The massage therapist I had the second time was ok but definitely not doing deep tissue so I spoke up, asked for I wanted, when she continued like I didn't speak, I became more specific and asked if she could use her elbows at same time and go down my back, she ignored me again and I started to get ready to bolt and very tense and irritated because she ignored me again. I asked her to please stop and could she attempt to do what I was asking. She gave me a lecture about warming up the muscles. I told her I understood the theory and she had already moved away from my upper back and was on my leg and we both agreed that my muscles were warmed where I was asking her to do something I knew would work. She said her elbows weren't long enough, I said ok, use your fists but use both hands same time. She told me she would not get enough leverage that way. I asked could you please try it. She said she was going to do that area when I flipped over. I explained that the area goes beyond What she could reach when I was face up, to mid back. She said she does things different and would Iike to end the massage, I asked her I would like her to listen to what I was asking her to do and at least try it. She did. I said That's perfect and feels great. She used her fists down my back 2 x and then moved to something else. I have had horrible and great massages but I have never asked for something specific and been absolutely ignored over and over. I gave up and endured what would have otherwise been a fine massage, not great, not bad. But because she ignored, then argued, then refused, tried to end the massage because I was asking for deep pressure. $130 for 60 minutes, I think a customer should be able to give feedback and receive the service they are requesting. So disappointed by my second visit especially since the first massage blew me away! Management does not care about customer service otherwise those 3 women at the front desk would act a bit more accommodating and maybe act like every single employee in every state at chick fil la. It's all about management and what they portray to the staff. I have my first massage therapist a 40% tip. Treat your customers well and...

This location and general staff have been accommodating and professional, and was able to provide a financial solution to this incident, however I’ve been suffering for almost 3 months now following a deep tissue massage with Jessica. During the session I told her she was hurting me while working on my right SCM and she said it was tight but kept going. I should have told her to stop if I knew what I was about to go through.

About 30 min post massage I had a severe headache and neck pain. I chalked it up to a good massage and it’ll subside. For a week I had severe headaches, neck stiffness, and went to an urgent care who prescribed me muscle relaxers. These helped a bit but the stiffness and pain returned when stopping. I spoke with the owner and Jessica via phone at this point and while accommodating, I’m still wanting to document my experience.

After resting my upper body and not working out for a few weeks, the headaches went away and pain decreased, but I was still having trouble putting any pressure on that side, sleeping, sitting at a desk, etc.

Wound up seeing a neurologist who ruled it musculoskeletal by physical exam and prescribed Valium/physical therapy. After 2 sessions my neck flared again and I told the neurologist. He had me stop and get a MRI and Xray.

The results showed no spinal damage or irregularities other than significant inflammation on the right SCM muscles and base of my neck - exactly where I’ve been in pain and also where I told her it hurt while she was working on me. The MRI wasn’t clear if a nerve is now trapped so I’ll be getting an ultrasound next. Will also now need to see a pain management clinic for dry needling and possible injections.

This massage has cost me about $1,000 at this point after insurance and a lot of visits taking up my time. I’ve been so miserable not being able to be active anymore.

Could this be a fluke? Sure. But I really regret getting a massage that day and also not telling her to stop. Hoping I’ll be able to figure out what’s wrong and no longer be in pain.

No need to contact me there is nothing to discuss - again, I want people to know what happened to me because...