ComplaintsforElements Therapeutic Massage

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been a longstanding member of Elements massage in *************** and recently cancelled my membership due to an auto pay dispute. I still had two unused therapy sessions that I paid for.I came to a resolution with the manager that these two sessions could be used within 30 days after the termination of my membership. Appointments were made to cover these two sessions. Subsequently, the general manager intervened and said these two sessions would be cancelled and the money would not be refunded, despite my ongoing dialog with her. I think a fair resolution would be to get my money refunded for these two unused sessions.

  Business response

  06/04/2024

  
  What the client has neglected to add is that they got banned from the studio 2 weeks ago for coming in and shouting, berating and threatening the staff.  The client suspended her account in January with her next auto payment to come out on May 15th.  She came in because she had been charged for her May **** payment per the suspension form she signed (happy to provide a copy). I do not take kindly to my staff being told that if she is not refunded instantly she will go to social media and slam us as a terrible business (that verges on blackmail).  I emailed the client to let them know that I didn't appreciate their behavior in the studio.  We have a code of conduct for clients which includes the way they treat staff and this client violated that code of conduct.  I let the client know I had canceled the upcoming appointments and refunded the May auto payment (refunded on May 24th prior to my sending the email).  I let the client know I had refunded the May auto payment and to wait at least 72hrs to see it show up on her credit card.  The client is right there were 2 sessions on her account, one returned and one that was not a session she had paid for.   I explained this to the client and sent numerous emails with documentation showing her the session was on "account" and not paid for (we believe this happened a couple of years ago where a massage session was comp'd and it stayed on her account.  So again nothing was paid for so there was nothing to return).  I will also note at this time that our membership form does indicate we can terminate a clients contact at any time for inappropriate behavior and all sessions and immediately forfeited (I however refunded the paid session on the account).  I am happy to provide any and all documents and emails between the studio and the client.  Between May 24th and May 31st I emailed the client 6 times and provided documentation supporting why we only refunded 1 aut payment.  
  

• Initial Complaint

  12/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received 2 gift cards as gift from my mother (75 years old) and The business NEVER has openings on weekends. I spoke with the manager and she scheduled me in for 5:30 on a Sunday. Who doesn't want a massage right at dinner time on a Sunday night? I would like a refund of the 2 gift cards. You should not be able to sell gift cards if the customer can't use them.

  Customer response

  12/18/2023

  Yes please proceed as you indicated in your response.  

  Business response

  12/18/2023

  Good Afternoon

  We are very confused by this complaint, checking our call logs we only see that this person has called twice in the last 3 years both times in the last week to book an appointment.  We thankfully for our staff are very busy at the studio and therefore are not often able to find an appointment within a few days of calling (this is not something that's new).  We were however able to find an appointment for next week and yes it was on a Sunday which he went ahead and booked.    We did offer several different appointments times/days that were a little further out but that didn't work for this client. We do also have him on our wait list and appointments do open up just guarantee of when.  I am not really sure how else to respond to this, he has an appointment, he is on our wait list and he will be able to use the gift card?

  Customer response

  12/18/2023

   
  Complaint: 21022494
  
  I am rejecting this response because:

  I am requesting a refund. Booking an appointment for a weekend time is next to impossible I was forced to take one at dinner time on a Sunday night.  
  

  I was gifted 2 gift cards.  Refund request was refused by the business.  

  
  Sincerely,
  
  *************************

  Customer response

  12/19/2023

  They asked me a question and I answered it. How was I supposed to answer the question without asking for a refund when they asked me what I wanted? I would question your commitment to the consumer?

• Initial Complaint

  06/30/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I joined Elements around 2013 and have been paying monthly (prices started at $49 month and are currently $79 month). I had always been told if any of my sessions expired, they would just reactivate them and that's what they did for years. Also for my friend who joined at the same time. Around the time Covid began, they closed the office for a few months. When I went back, they told me I only had 3 sessions left and I knew I had around 10 the last time I inquired. When I asked what happened, the new manager *** told me that somehow my membership "lapsed" and therefore I could only keep three of my sessions. I think she eventually gave me four. I NEVER went in to sign anything to end my membership which is required and she couldn't explain what happened. I said I would like to continue my membership because I never did anything to end it. I have all of my credit receipts for my monthly charges and they still will not honor/return the massages I've paid for. I have several emails between two myself and *** (general manager?) and **** One of the last emails from *** said she could go back two years and reactivate my sessions but they weren't required or obligated to do so because of the membership contract. They have consistently changed the terms of the contract by always promising to reactivate them over the years, so I think that invalidates their contract. All I want is the massages that I've paid for. They just canceled my massage I had scheduled for July 2nd and can't get me in until August so I'm on a wait list. How can anyone use up their sessions when they consistently cancel and can't get their clients an appointment?Any help is greatly appreciated. I've done what I can but I feel they're acting in bad faith and I just want what I've paid for as they are expensive.

  Business response

  07/18/2022

  Response to the clients complaint:
  
  The client has been a member on and off since 2013.  She has signed 3 membership forms during the years that she has been a member and ALL 3 state that sessions expire after 12 months and she willingly signed the membership form.  Having reviewed the clients account she has no sessions that have expired within the last 4 years.   So no, our terms and conditions have not changed since 2013 when the client first became a member.  
  
  Account status;  August 24th 2021 I had emailed the client the following regarding why her account had become inactive when we were shut down for 3.5 months during the pandemic.
  The system only allows us to set an account as active for some many years.  In normal times we get alerted that an account is expiring, and we change the expiration date.  Your account expired in May of 2020 which was in the middle of our shutdown.  It wasn't anything you did, and it was something as you can imagine we were not focused on in May of 2020   
  The client was totally understanding about this and understood that from 4/1/2020 and 8/1/2021 she had not been charged the monthly membership (she did not know she had not been charged).
  At that time the client had 4 sessions from the end of 2019/beginning of 2020 that had expired.  As we did with many clients we extended the expiration dates to compensate for being closed for 3.5months in 2020.  The client was extremely grateful that we did that.  The client did want to reactivate her monthly membership with us which was supposed to start in October of 2021 (which would give her time to use some of the 4 sessions she had).  The client suspended her account before that date and her first charge was 1/1/2022.  
  
  The client did recently have an apt that unfortunately had to be canceled, some of these things are out of our control due to illness and injury.  The client has been offered several appointments since but she has not be able to make any of those days/times work  (and we will continue calling when we have openings).  

  Customer response

  07/18/2022

   
  Complaint: 17505968
  
  I am rejecting this response because:  I have not been a member off and on, it has been a continuous membership, but periodically clients were asked to sign a new agreement.  I was told I had approximately 10 unused sessions at one of my last massages, then the next time I went back I was told I have four.  I then was emailing **** I was knew I had way more than that.  Just recently I was told I have unused sessions from 2018 in an email from a manager.  I'm happy to share that if needed.  Why weren't those used first?  I was then told they couldn't even use those because they weren't the owner at the time.  When you take over a business, don't you also take on the debt of that business?  Outstanding gift certs as an example.

  One of my last massages was spent listening to the therapist saying how awful it is to work there and the new ownership is terrible so many are leaving to do private practice.  Not relaxing.

  I've had several sessions canceled and the new times they've offered I can't use because I have a FT job.  They always, since 2013, said they would reactivate sessions if they expired and I have a friend who is a member who can confirm that.  Now they've sent out a flyer saying they're increasing their prices again!  

  
  Sincerely,
  
  ***********************

  Business response

  07/19/2022

  The client was a member and cancelled her membership at the end of 2013 and renewed in 2014.  The client has also suspended her account 4 times, each time for a minimum of 3 months.  There was also May 2020-October 2021 that there was no active membership.  The client does not have unused sessions from 2018 she has expired sessions from 2018.  The  client has signed 3 membership agreements that all clearly state that sessions expire after 12 months with no exceptions.  I cannot speak for any previous ownership of the studio, we are always happy to try and work with clients.  We did this by extending sessions that expired at the end of 2019/start of 2020 last year because of being closed for the pandemic.   This was all outlined in an email I sent to the client 8/24/2021.
  As for the last session the client had at the studio, I have asked our staff to return the session to her account.  We are sorry that the massage was not relaxing,  we dont expect you to have to use a session for that.  We can certainly make a note to not book you with that Therapist again.    We will continue to call the client when we have open appointments to get her in sooner than her next booked appointment.  We are still very cautious with our staff and clients as COVID is still around.  Canceling appointments is often out of an abundance of caution to make sure everyone is staying safe.  

  Customer response

  07/22/2022

   
  Complaint: 17505968
  
  I am rejecting this response because:  At this point, based on these responses, I would just like to permanently revoke my membership and be reimbursed for the unused sessions.  Thank you
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 8/11/21 I have entered into agreement with Elements Massage where they charged my credit card $79/month in exchange for one 1hr massage session. Elements Massage have been unbale to grant me the massage session for months. Since December, I was able to use 1 massage sessions while still being charged $79/month. The sessions that I would schedule 3 months in advance (in order to be able to book one) would be cancelled the day of the appointment and new sessions would not be available for next 3 months. I put my name on the wait list in December and have not received a single phone call so far. I tried to book an appointment with a different therapist than the person I usually see and the only one that was offered to me was a male therapist which I can't do because of my religion. I asked for the manager to contact me to try to resolve this issue and I didn't get an e-mail until I posted negative review of the business. The staff at the studio is not responsive, rude and ignorant. I contacted the manager to request my money back since studio owes me 5 massage sessions that I can't use and the manager wrote back that they can't do it and I can put myself on the wait list or book appointment with another therapist. I had appointments booked for 3/20 and 4/3 and both of them were cancelled on the day of the appointment. I have scoliosis and I depend on massage to be able to perform my every day duties. I have been in pain and on medication and missing days from work for 2 weeks now. I would like to get massage at a different studio however my money is locked at the Elements Massage. I would like to get full refund for 5 unused massage sessions that Elements Massage studio owes me.

  Business response

  05/05/2022

  Business Response /* (1000, 5, 2022/04/06) */ We have gone above and beyond to help this client book an appointment. Unfortunately the client only wants to see 1 Therapist (we have suggested different Therapists of the same pressure level. This would open up getting an appointment sooner but the client refuses). The client cancelled their membership in February with us. Per our membership contract and cancellation form we give 60 days to use any sessions left on your account. We have extended the use by date for the client. We also offered to put sessions on gift cards for the client to use anytime in the next 7 years. Consumer Response /* (3000, 9, 2022/04/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) The statement made by Elements Massage is false because like I mentioned before the only other therapist that was offered was a male therapist. I am not willing to accept the gift cards because the gift cards have no value if I can't get an appointment. However, if there are therapists available who have open appointments, I would like to get available dates and times ( evenings and weekend times only) and will be more than happy to take advantage of them. Like I mentioned before, I'm in a lot of back pain therefore I can't wait until May or June. Business Response /* (4000, 11, 2022/04/08) */ We are very concerned for the client and the amount of pain they are in (this is from their 2 entries and an email they sent to us). Out of an abundance of caution and concern for the client we are suggesting that they provide a Drs note to us cleaning them to get a massage. We are not a medical practice and our Therapists are not medical practitioners. We would ask this of any client to make sure it's safe for the client. The last thing we would want to do is exasperate an injury/condition. Once we have that we again are happy to contact the client when appointments are open. Consumer Response /* (4200, 13, 2022/04/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been a customer of Elements Massage Studio for years for that very reason which is back pain. I have always complained about back pain and muscle tension and have never been asked to provide doctor's note. I have never said that I suffered any injuries however I do blame Elements Massage for the pain I am experiencing now. Elements Massage have failed to provide the service I have paid for and depended on. The studio also cancelled several sessions that I carefully scheduled well in advance in order to continue with monthly sessions. The massage sessions that I have been getting for years have been able to relief muscle tension and help with the pain. I see this situation as a breach of contract where Elements Massage failed to provide the service for which they collected the money. Now; the studio is looking for a reason and any excuse to decline the service to me. If Elements Massage Studio can't provide me with massage session in timely fashion I would like to receive the full refund of money paid for the sessions that haven't been provided. Business Response /* (4000, 15, 2022/04/27) */ There is no contract in place as the contract was canceled in February by the client. Our cancellation policy is that any unused sessions have 60 days to be used. These sessions can be used at any Elements Massage in any state. We have extended that time and we have also offered to put any unused sessions on gift cards. This is above and beyond what our membership cancellation policy provides for..

*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. ↩