Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 11th at noon I called Massage heights to book a couple's massage for my girlfriend and her mother, to celebrate her mother's birthday. I was quoted on the phone a price of 130usd per person (which is not on the website). I decided to do the booking for 6pm the same day. I was told I could buy a gift card for the total amount and email it to them, which they would then charge for the service. I explicitely asked on the phone and on email for the transaction to go smoothly on their end, without bothering my gf or her mother. This should have been easy, since I sent a gift card with 10usd over the quoted amount just in case.Instead, I got a call from my gf stating she had been charged 378usd at the location, which included a 75usd tip. I called the location and was told that the service was actually 150usd each, not 130, and since they couldn't charge the gift card for the full amount they just charged them instead. They decided that instead of respecting the price I was quoted earlier, they would just charge the full amount to my gf. At the moment, her mother was getting stressed and she was shown a screen with tip options with the lowest being 25%, or 75usd. Not only that, but she then reached home and realized they had actually charged her card 104usd, meaning the difference between the at the moment quote and the gift card amount. This only added to the frustration, as they did not have to go through such an ordeal in the first place.Speaking with the manager the next morning, she offered to fix the 150 charge to its original 130, and move 50usd of charges from my gf's card to a gift I had gotten as part of another promotion. She did not offer any form of compensation or refund for the stress the situation had caused, instead, she offered a small upgrade in case we wanted to pay for another massage at her location.I find this unacceptable and believe a refund is the least the business can do to make this right.

  Business Response

  Date: 12/04/2024

  ****** called us to reserve an appointment for his wife and her mother and as he stated we spoke on the phone and discussed the information that he provided. Upon checkout, there was a slight error with the transaction, overcharging his wife and her Mom an additional $40. Clients have the option to add a gratuity to their service total. The gratuity displayed is a percentage of the total, but clients can also choose a custom amount or decline to leave gratuity. When ****** called and spoke to the manager, we apologized for the error at checkout and it was communicated that a refund was being issued for the incorrect charge of the additional $40 right away.
  I informed him how the gratuity selection on tablet works and asked if he still wanted to leave what his wife selected as the final gratuity, adjust the amount or remove it all together, he provided a different promotional gift card which was going to be used for the service to zero out the invoice so a full refund was issued to his wife's card. 
  We regret the inconvenience. As a token of goodwill, we offered a complimentary elevation or add-on for his wife and her mother to utilize during a future visit. This offer, valued between $48 and $100 depending on their selection, was extended in appreciation of their overall positive experience, notwithstanding the issue during checkout. ****** confirmed that everything is resolved since a refund was issued
  
  

• Initial Complaint

  Date:09/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  

   I was told in unbelievably rude manner that there was nothing she could do we need after I continually repeated that my reason behind the need to cancel my membership was because of a medical issue. I have been diagnosed with cerebral vertigo and severe neck tension because of a head injury and I can only see a licensed medical professional for this specific physical therapy. I go to my chiropractor and physical therapy 3 times a week and that’s why I can’t use the credit that she provided. I asked for a refund because of this exact reason and she still would not provide me that nor would she provide me corporate email or any other information. I emailed her my dispatch papers from the hospital and the diagnosis papers my chiropractor gave me. She lied when she said there was nothing she can do and for that reason I’m writing this complaint. 
  
  
  
  Regards,
  
  
  
  
  
   

  
  

  Business Response

  Date: 09/12/2022

  To whom it may concern,

  Our member Mars ******* called our retreat on 09/09/2022 requesting to cancel her membership, which only managers handle. She was informed a manager will be in contact with her within 72 hours. I called her the following day 09/10/2022 and left her a voicemail that I was calling her back in regards to her request to cancel. Our cancellation policy stated in the agreement they sign when they signup shows that in order for them to cancel they have to submit the cancellation request in writing, and there is a final payment collected, we then give them 90 days to use the credits in the agreement. Often times, most clients forget about that which is why managers speak/contact them about cancellations. She called to request to cancel on 9/9/22, her monthly payment is collected on 9/9/22, so her last payment we collected would've been on 9/9/22. I spoke to Mars on 9/11/22 and said if I didn't refund her since she is asking nicely things would get complicated, in somewhat of a threatening matter. I informed her that I was simply following the terms of the agreement with the cancellation. I did inform her through email that if she sent us a note from either of her doctors stating she cant receive massages I could refund it, since its due to a medical reason that would prevent her from receiving services. She asked me to just cancel her account. 

   

  Kind Regards,

  Sarah

  Business Response

  Date: 10/24/2022

  The guest account has already been cancelled, it was cancelled back in September. The refund she was requesting was not done by us, as the client went ahead and disputed the charge and we did not fight the charge. We did request the doctor note stating she could not receive our services, but the documentation she provided was a general summary of her visit to the hospital in July, and it was a summary page of an illness with no name or date, which is not what we needed in order to refund and cancel per the policy in our agreement, as highlighted in one of the attachments. The guest did not respond to our last email we sent out asking for the right documentation. We speak to our guest with utmost respect and courtesy and would never be rude to one of our guest.