One South Florida woman is sharing her story of how she was sexually assaulted at Massage Envy, which faces lawsuits over alleged assaults and misconduct by employed therapists.
Kendall said she was getting a couples massage by Marco Rigo, when he put his genitals into her open palm. "As soon as I lifted my head off my pillow and saw him, I shouted, 'What?'" Woodley said at a news conference with her attorneys Monday afternoon.
Dozens of women reported digital and oral penetration.
After calling the spa to report an assault in which her massage therapist, James Dieter (who has since pled guilty to assaulting nine women), groped her and rubbed his erect penis on her, Susan Ingram says a manager refused to interrupt Deiter's massage session.
In a statement to ABC News, Massage Envy said that each incident was "heartbreaking" for them.
"Massage Envy needs to stop, needs to protect, needs to apologize...and to do the right thing", Ingram said.
"The one common thread is the perpetrators are always male massage therapists in every case", Horowitz said.
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Too disturbed to report the assault immediately, she called the manager after she got home.
An Upstate man is among a group of employees of Massage Envy who are accused of sexual misconduct. "It's centered around defusing the situation so the client doesn't call the police".
Before Ingram's phone call, Massage Envy received two similar accusations against Deiter and did nothing about them. Why? In Florida, a woman said she tried to push away her massage therapist as he licked her vagina.
Ingram told CBS News that she felt the response sounded nearly "scripted" in its impersonal nature.
According to the Florida Department of Health, more than 100 massage businesses in Duval County have been disciplined for various reasons since 1986, but there has never been an complaint about a local Massage Envy. Still, it said even one incident is too many, reports CBS News' Meg Oliver.
Massage Envy said they can't share their specific policy documents, but any reported would be investigated, and if the allegation is true, the therapist could be terminated.
After five years, Kandice Martellaro says she can't shake the anger over what happened to her at Massage Envy and how it was handled. "It's why we are constantly listening, learning and looking at how we can do more, including how we support franchised locations with best practices in handling these incidents and supporting their clients".