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Business Profile

Therapeutic Massage

The Now Massage Boutique and Spa

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Therapeutic Massage.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/23/2024

    Type:Billing Issues
    Status:
    Unanswered
    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.
    This massage company charged a monthly membership. I canceled the membership on Oct. 4, 2024 after paying for a few months but only used the service once. I also canceled because I am moving out of state in two weeks where this company does not offer service. Even though I already canceled on Oct 4, and the company was clearly told that I won't be able to use their service going forward, theNow Massage charged me again on Oct. 17 for additional month of membership. When asked why they charged one additional month of membership for no service, the Now simply says that's the cost they need to process cancellation. This explanation was never given prior to signing of the membership and was never spelled out clearly.

  • Initial Complaint

    Date:12/21/2022

    Type:Product Issues
    Status:
    Answered
    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.
    12/20/2022 booked massage on 12/19/22 mixed up the dates, accidentally thought I made the appt for Wednesday 21st my massage was scheduled for 7PM, received a text message asking if I was going to "show up for my massage" at 7:15PM I was working, unable to make it. Told them that I thought the massage was for 21st. I was informed that I would be charged a fee, I asked how much it was and no reply. I called the business and was informed that they charge 100% of the massage. I said that that seemed a bit excessive and I was informed "this is the policy when you no show" I am disputing 100% cancellation fee for services that were never given.

    Business Response

    Date: 02/13/2023

    On December 19, 2022 complainant logged into The NOW's booking system and booked a massage service for the next day, December 20, 2022. Per standard Company protocol, a reminder call was made on the 20th and a message was left. At the time of the scheduled service, complainant had not arrived, so a text message was sent via the booking system. Complainant acknowledge that she herself mixed up the days, and asked to be rescheduled. Complainant was informed she could be, but per the ********* standard practice, she would be charged due to the fact she had not canceled in advance, but rather had been a no-show. The ********* polices regarding no-show and cancellations is clearly outlined on its website, where the service was booked. Complainant was properly charged for no-show.

The Now Massage Boutique and Spa is NOT a BBB Accredited Business.

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