ComplaintsforSoothe, Inc.

• Initial Complaint

  10/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I booked a massage in my home. I was there waiting at the indicated time. The provider tried to contact me that she was there via the app and an out of state phone number but did not get out of her car and ring the door bell to let me know that she was there and left. I did not cancel the appointment. The provider left and I would like a full refund as I did not cancel the appointment. If the provider rang the door bell, the transaction would have proceeded as scheduled.

  Business response

  11/03/2023

  Hello *****,
  
  Thank you for choosing Soothe. We wanted to extend our apologies for the recent experience. We understand your time is valuable, as this does not indicate the type of service we aim to provide our clients.
  
  I've reviewed your account history and interactions with our support team and would be happy to assist you with this concern. Due to the experience, we would be happy to refund you in full for your 60-minute massage on October 15, 2023. Since a billing dispute has been filed with your credit card company, we will proceed to communicate with your card company regarding this refund.

  If there is anything more that we can do to improve your Soothe experience, please let us know.
  
  Thank you again for your time and for being our valued Soothe client.

  Customer response

  11/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Today on October 7, 2023 I had a $199 charge from Soothe soothe.com without my consent I use Soothe once to get a massage with my husband and during that time I paid the one time fee to get the massages, the massage therapists were great. The company, however, is sketchy the company began to make charges to my debit card without my consent also to make charges to my debit card without sending me any type of notice that this will be occurring and this has overdrawn my account. What I would like to see happen is that they dont charge my credit card without my consent and that they reimburse me for the overdraft fee that theyve caused to my account. Im very frustrated because I didnt expect to wake up while I am sick to this information. I do not appreciate anyone charging my card without my consent, and I never gave any type of approval to do that. Please resolve this issue as soon as possible. Thank you. ***************************

  Business response

  10/16/2023

  Hello ******,
  

  Thank you for bringing this matter to our attention. Our records indicate that you subscribed to our monthly SoothePass membership during the booking process on September 7, 2023. The subscription amount of $199 was automatically applied to your completed massage appointment on this date.
  
  Additionally, we can see that the recent charge attempt failed, and we have taken action accordingly. Your membership has been cancelled, and no further charges will be made to your account. 
  
  If you have any further questions or concerns, please do not hesitate to contact our Support Team at ***********************************

  You can also visit our website ************************************************************ for more information on our Terms & Conditions.
  
  Sincerely,
  Soothe Leadership Team

   

• Initial Complaint

  08/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In August of 2022, my wife started a monthly subscription with Soothe. She cancelled that account later the same month. I was unaware that she had cancelled the account, so I thought nothing of the continuing charges.In the summer of 2023, I mentioned something to my wife about it, and she informed me that we should not have been receiving charges because the account was previously cancelled. We reached out to Soothe. They acknowledged that the account had been cancelled and that we should not be receiving charges. They also stated that, because the account had been cancelled, they could do nothing to stop the recurring charges nor issue a refund. They told us to talk to our bank.I spoke with our bank (Chase). They said they could only dispute charges in the last 180 days and issue a stop payment request. We reached back out to Soothe to request a refund again, due to the banks limited parameters. Soothe said they escalated the issue, but again reinforced the notion that we have no account with them and should not be receiving charges and that they were unable to do anything to help us.***** issued a refund for the charges within ************************************* early July; however, we were charged by Soothe again on August 4th. So, I issued another dispute and requested another stop payment with *****. I also asked ***** what else I could do to challenge Soothes refusal to refund the previous charges and their ongoing charges despite having admitted that we have no account and should not be charged. ***** suggested that I reach out to the BBB. Here I am

  Business response

  08/29/2023

  Hello ****, 

  We value your feedback and concern. Thank you for your patience as we further investigated your concern. Upon review of your account, we have found that a dispute was filed with your credit card company for the SoothePass subscription.
  
  At this time, we are unable to immediately process a refund for the disputed amounts as we must proceed with the dispute process with your bank. However, with the assistance of our engineering team, we were able to locate the deleted account and have since cancelled the membership to ensure that no further charges go through.
  
  We understand that this may not be the outcome you were hoping for. However, we would be happy to assist you further once the dispute amounts have been resolved.
  
  For more information, please refer to our Terms and Conditions: ************************************************************ or you may contact us by email at **********************************.

  Soothe Customer Support

  Customer response

  09/12/2023

   
  Complaint: 20444567
  
  I am rejecting this response because:
  
  your company has already issued refunds to us for all the payments not covered by the disputed transactions.
  

  Our complaint has been resolved and thank yall for that! but your response was inaccurate and incomplete.

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

  Business response

  09/13/2023

  Hello ****,

  Thank you for your response. We're happy to hear that this issue has been resolved. 

  If you have any further questions or concerns please email ********************************** and our team would be happy to assist you. 

  Warm regards,

  Soothe Customer Support

   

   

   

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a couple massage with 2 people. Only one person showed up. I got an email at 4:28 that my provider was not showing up for a 4pm appointment. Our anniversary was ruined as my wife was getting a massage and I sat in the other room alone for 2 hours. Completely ruined. The only way to contact them is email or chat and all they said is I would be refunded for the missed appointment. If I cancelled within 2 hours I would be charged 100% but they cancelled 30 minutes after and I got nothing!!

  Business response

  08/01/2023

  Hello ******, 

  Our records show that a refund was promptly processed on June 11, 2023 for $393.58 for the couple's massage. We would like to extend our apologies for this experience and have also attached a copy of the receipt for your records.  

  If you have any further questions or concerns, please reach out to our support team at **********************************. 

  Thank you. 

   

   

• Initial Complaint

  10/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The business (soothe) overcharged my credit card in the amount of $47.85. I have asked multiple times via text and showed proof that the overcharges took place on the same day from the same company (soothe). I have been told that the evidence I have submitted regarding proof of the overcharges will not be honored because it is not showing on their end the credit card was overcharged. The massage therapists have also been consistently 20 - 30 minutes late for each session that I have booked except for one. I have only seen a 30 minute credit for the first time a massage therapist was late and ended the service early for my appointment . I'm sure if I were the one late to the appointment, than the time would be deducted from my session, so why haven't I been compensated for the other three separate occasions when their employees were late to my appointment. It is extremely unprofessional, frustrating, stressful, and a waste of money.

  Business response

  12/09/2022

  Hello *******, We apologize for your experience and would like to ensure that this is handled appropriately. Please check your email for a follow-up regarding the billing error and the compensation that has been applied to your account. We appreciate your feedback and will work to ensure that this does not occur again. Thank you.
  See Attachment/File: GabrielDRcpt.pdf

• Initial Complaint

  09/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I been trying to reach a manager or supervisor about a charge I have no idea about for 189.00 I been unsuccessful and it's been about 3 weeks now, when I ask for money back they stated I only can get credit I will like my money back as I didn't book no appointment and don't know anything about this charged.

• Initial Complaint

  09/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Tuesday august 23rd, 2022. I scheduled a ******* appointment to which the provider never showed up for. I've been trying to get in contact consistently with Soothe. I've even email them and they have ignored me or not responded to my inquiry and if they did they'd keep transferring me or telling me it lll take 24hours. It's been over two weeks. I paid 129$ which I would like back due to never receiving the service. The business has refused to solve the problem .

• Initial Complaint

  09/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Soother subscribed me to their expensive ********* "Soothe Plus" without telling me. I didn't use the service, didn't notice until almost 18 months later when reviewing a bank statement. This subscription earned me "points" for massages - I never used my points for a massage. When I requested a refund, they said they would only refund 6 months, not the full ** or so. Customer Support has been a joke.

  Business response

  01/25/2023

  Business Response /* (1000, 5, 2022/09/23) */ Hello *****, We appreciate you for reaching out regarding the SoothePass membership. Our records indicate that at the time you subscribed to the membership you also agreed to the terms and conditions listed on our website and app. I've attached a copy of our terms for your review. Per our terms, the membership is non-refundable. However, our support team has provided you with a courtesy refund for the last 6 months of charges. This information was also provided to you in email. Your remaining membership credits are available on your account for use, and they do not expire. Thank you. Consumer Response /* (3000, 7, 2022/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not agree to pay $89/month for a service I was never goig to use beyond******************** leave after she gave birth. Either the website was not clear or intentionally deceptive. I received no emails about the monthly reoccuring charges and was charged for almost 18 months until I noticed it by accident on my bank statement. All the other subscriptions I have send me a monthly email when I get charged, Soothe intentially keeps this hidden hoping that a client does not notice. This is predatory and this is a hill I am willing to die on - refund everythiing or I will cotinue blasting you on social media, review sites, etc. How much is the bad publicity worth to you? Business Response /* (4000, 9, 2022/10/11) */ Hello *****, We understand your concern regarding this matter and as previously stated, a refund has already been applied. Our records indicate that several email notifications were sent to you and received per our email server, regarding your Soothe Membership. We stand by our terms and conditions as provided to you. You are welcome to contact us directly via email at ****************** if you require anything further. Thank you. Consumer Response /* (4200, 11, 2022/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Still waiting for a full, not a partial refund. Your guys are a******* company, charging me for services I never ordered and were never delivered. You lose NOTHING by refunding me the full amount owed. I cannot beleive that you think your reputation is worth so little you are willing to ***** over a the little guy.

• Initial Complaint

  07/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Soothe****** website informs customers that we can cancel our membership at any time. In addition, the site states Soothe**** cancelations can be done right on the website or on their app. There is no place on the website designated to request a cancelation. In addition, I sent an email to Soothe**** on 7/20/2022 at 9:47 pm CST. The message was returned stating the message could not be delivered. I would like to cancel before August 1, 2022, if not I will be charged for an entire month or more that I don't want to use. I would like Soothe**** to improve its website by providing correct information and making it easier for consumers to cancel memberships. The Soothe**** membership agreement states I can cancel anytime, and cancelations can be done using its website or app. If this is true where is the cancellation information posted on the site and app? Soothe**** needs to offer consumers a clear and easy method for cancellation. Making it difficult for a consumer to cancel membership so more fees can be charged to our accounts seems like a sketchy business practice. After reading some of the complaints concerning Soothe****, it appears this unsavory business practice is its normal way of functioning.

  Business response

  08/15/2022

  Business Response /* (1000, 5, 2022/07/28) */ Hello ****, Thank you so much for providing this feedback. We apologize for any issue that you experienced on our website and app regarding the request of cancellation for your Soothe membership. Our records show that you were able to speak with our support team and successfully cancel your membership. Please check your email for a follow up from our team explaining how to cancel the membership on your own, in the future. Thank you.

• Initial Complaint

  05/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I booked in **************** and I was charged 3 times. All charges were incorrect. I received a receipt, however the company still charged me incorrectly. The company also has not released "authorization hold" on incorrect charges amounting in more than $*** in access charges.

  Business response

  06/03/2022

  Business Response /* (1000, 5, 2022/05/16) */ Contact Name and Title: ************** Manager Contact Phone: ********** Contact Email: ****************** Client reached out to Soothe on May 10, 2022. Email was sent to client confirming released authorizations and a partial refund issued for services that the client received from our company. Client was also provided with receipts from our payment system reflecting that the authorization was released on our end and the partial refund was issued back to his original form of payment.

*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. ↩