ComplaintsforElements Massage

• Initial Complaint

  06/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had issues with this place back in 2019 and decided to give them a go again. Huge mistake. I got a massage at REGULAR PRICE (bank statement shows different from what they say, issue one). It was fine, decided to try a membership for 109/month. Realized I was going to travel a lot so I canceled on June 15th. However I still had one massage to redeem. Scheduled my appt for June 27. Show up, early, sit in waiting room. About 15-2 Min into waiting, I found out that my therapist wasn’t even there! Furious bc I drove 40 min there and then had TWO HOURS on the road in traffic (I would have avoided if I got my massage). AFTER THREE calls to them, ***** finally calls me back. I asked to sever ties bc I’m not going out of my way to go there anymore. She says they can give me a partial refund. NO. Then she says that they can put it on a giftcard. WHY would I want to let someone else deal with them? I want my $109 to be whole and move on from this disaster. *****’s final reply (b4 I hung up) was “Cmon, I’m trying to work with you.” Are you though? Nah.

  Business response

  07/13/2022

  ***** came in on June 27th and April was not here. April tested positive for COVID. ***** had waited for a few minutes before the front desk could confirm the LMT was not showing for their shift.  Unfortunately we weren't given any notice by the employee so neither was ***** in this instance.  We attempted to make the situation right but the client didn't want to have a conversation and stormed out of the studio.
  
  On June 15th ***** called to cancel her membership because she was moving-she told me she already moved so I gave her a courtesy of not making her come in per the signed agreement. ***** returned on the 16th of June which would mean I technically should have charged her another draft in July. Again as a courtesy of her already moving we were not going to change her for July. 
  
  *****'s mention of this happening before happened in 2019 and it wasn't the therapist being sick, she and her boyfriend were shorted the time on their massage, they were given the elements promise (a free massage). ***** came in the next time in 2019 and was also given the elements promise. ***** came in on 5/21 and received a massage and joined as not to pay the full price. ***** did pay the June autopay (now wants it returned) and her membership canceled. 
  
  ***** has been in for 5 services and has only paid for one at the member price.  I offered her a gift card, a comp massage or to come in and use her last massage with a comp upgrade.
  
  ***** said she never wants to set foot in here ever again, and that I don't understand this. ***** was very loud and obnoxious. 
  
  I got *****s message on June 28th and returned her call on June 30th. I told her I was sorry for not getting backlit her sooner. ***** stated that had I of gotten back to her sooner she may have taken a deal but now she doesn't want to talk to me and hung up. 

   

  ****** ******* * ******* *******

  Customer response

  07/13/2022

  Complaint: ********
  
  I am rejecting this response because:
  She lied.  I never stormed out.  I said “I wish someone would have called. (She wasn’t even there.)”    Additionally I had to call THREE TIMES to get a call back.  I have proof of this.  Yes, I was yelling on the phone, as was *****.  I simply wanted to be whole to which she said she could only give me a partial payment back.  My last session I DID  pay the full amount, also have proof of this.  And you are correct, why would I want to walk back in when she couldn’t answer me as to why it took THREE calls to get a return call?!  

  And why would I ever send someone there with a gift card?  They can give me one to another location?!
  
  Sincerely,
  
  ***** *****

*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. ↩