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Business Profile

Health Care

Zeel

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 20 total complaints in the last 3 years.
  • 6 complaints 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:10/04/2024

    Type:Product Issues
    Status:
    Unresolved
    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.
    Zeel, a massage therapy provider contracted by the **, has been unresponsive to multiple attempts at communication from both myself and the VA over the past several weeks. Despite the VA submitting an active consult to Zeel on August 26, 2024, and again on September 24, 2024, I have not received any response regarding the scheduling of my appointment. I have made numerous attempts to contact Zeel, including: Sending multiple emails to their support team Leaving several voicemails Attempting to escalate the issue through their VP of Clinical Operations The lack of response has resulted in delayed care, causing me to be in pain without treatment for several weeks. Additionally, there seems to be confusion on Zeel's side regarding the consult, despite it being provided multiple times by the VA. The desired resolution is for Zeel to: Schedule my massage therapy session promptly Improve their communication with customers and the VA Implement better processes to handle consults and appointment requests I have attached email correspondence documenting these issues and the attempts at resolution.

    Business Response

    Date: 10/16/2024

    Hello *** ************ ****************** ******** ****** ******** **** ***** ************ *********** **************** ********** *********** ********** ***** *********************** ***************** ***************** ******* *** ******First and foremost, thank you for your service to our country. Unfortunately, Zeel does not have an active referral for you in our system. Per the *********************** all communication must go through them when no active referral exists. Please reach out to your local ************** representative for more information. Thank you again.

    Customer Answer

    Date: 10/17/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    Hello *****

    The active consult was sent to your team twice within the last month by the VA.

    I have re-attached the active consult with consult information onto this response sent on 9/24.

    As of this message, the consult is still active.

     

     

     

     

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

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




     

    Business Response

    Date: 11/04/2024

    Hell* *** ********************************************* does not have an active consult for your treatment at this time. The last active referral assigned to Zeel was returned to your ** at their request. Please reach out to your local ************** representative for more information. Thank you for your service.

    Customer Answer

    Date: 11/13/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    Hello BBB,

    I request my personal information not be placed public, due to it being medical related.

    As for the business response, I had provided BBB/Zeel uploads for the active consult the VA had sent Zeel several months ago, which is still active.

    I have not received a response back from Zeel since my upload. Could you please confirm that upload was received?

    Thank you
    ****


    Sincerely,

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




     

  • Initial Complaint

    Date:09/27/2024

    Type:Service or Repair 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.
    Impossible to cancel! I have been trying to cancel their membership since 2021, I thought actually it was cancelled and it wasnt, I just realized they have been charging me every month and. Now I have a credit of $1400, and I dont even get massages from them anymore. I need them to stop charging me and to refund my money. But it is impossible to get a hold of anyone in that company.

    Business Response

    Date: 09/27/2024

    Hello *****, 

    Your account was closed, your membership cancelled and credit balance refunded on 9/24/2024 when you reached out to our support team for assistance. 

    Please let us know if we can be of any further assistance. 

  • Initial Complaint

    Date:09/18/2024

    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.
    I am owed $225 dollars from this company who refuses to return my money to me and wont answer any calls or texts or emails. I see this is par for the course for them and will be telling the VA about how the s**** over people that use their services and then when they are owed money because their services where horrible and ask my money they refuse!

    Business Response

    Date: 09/20/2024

    Hello *******,

    You have been properly compensated for all of the completed appointments that occurred during the time you were a provider in the Zeel Medical Network. We are extremely proud of the service we provide to our veterans including the decisions we occasionally make with regard to removing providers from the network when necessary. 

    We are sorry to hear you are displeased with your current status but do wish you all the best. 

    Customer Answer

    Date: 10/21/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    No my complaint was not resolved, they did not state anything. I am a domestic violence victim and one of my abusers called Zeel and started drama. I have a screeshot as proof and then they just took me off of the provider network. Never answered an email, text or call from myself or the veterans. When you ****** thier reviews as a company to work for they are terrible and this is what they do all the time. Drop the most liked and sucessful massage therapists and leave them struggling financial. Trying to get them taking off from VA and **************** Insurance.


    Sincerely,

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




     

  • Initial Complaint

    Date:09/05/2024

    Type:Billing 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.
    Zeel makes it nearly impossible to cancel their subscription. After one cancelation I thought it was successful but when my expired credit card was renewed it started back up again. The site is very difficult to navigate when it comes to anything related to customer care. Tried to find a phone number to call however, I keep getting funneled to a Veterans only customer care line. I have emailed and gotten no response. This has been going on for years and I have been charged several thousand dollars for a service I have tried to cancel several times. It seems like you are cancelling only to learn it will start back up over and over again. This is the first company I have ever sent a complaint letter and certainly the first BBB complaint and I feel a sense of frustration that it won't matter or change anything. How in the h*** do I get off this financial merry-go round? I think my only option is to go back over the years and dispute every transaction if that is even possible I have no idea. This company is so predatory I am not surprised to find they don't have BBB accreditation and have an abysmal score.

    Business Response

    Date: 09/20/2024

    Hello *******, 

    Our support team received your request to cancel your membership and receive a refund on 9/4/2024 and promptly addressed your concern. Your membership was closed and a refund totaling $3,360.64 has been issued. 

    If you have further questions or need assistance with your account, please reach out to us at *********************************************************. 

  • Initial Complaint

    Date:04/08/2024

    Type:Billing 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.
    I paid for 2 massages. One for me, one for my roommate. The therapist was late. So ok. It was supposed to be 1 therapist, back to back massages. She went out to her car. 20 min. pass. So I went out and she was backing out to leave. ***. Very unprofessional. She said she feared for her safety. I truly believe she was just out to rip people off. This is FL. A melting pot. Two children live w us. I truly believe she was smoking crack. Worst experience ever. Then she charged my account almost ******. REALLY. Of course my bank reversed the charges. Stay away from Zeel. They are scam artists. Oh what a night. ??????????

    Business Response

    Date: 04/22/2024

    Hello *******, 

    Thank you for letting us know of your experience. We have received your chargebacks and will ensure appropriate action is taken. In keeping with your request on this complaint, we will not contact you any further. Have a good evening.

  • Initial Complaint

    Date:12/20/2023

    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.
    I canceled my membership August ******************************************** the Zeels help section; when clicked, it takes you to (************) and you fill out the form to cancel. I did this several times and was still being charged monthly. I finally found where I could text Zeel, after searching all over for a phone number to speak with a human. I text Zeel several times, and their response was: Thank you for contacting Zeel; we are forwarding your message to the appropriate team. They will get back to you via email as soon as they have reviewed your request. We appreciate your patience." I never received any emails from Zeel. Eventually, they stopped my monthly fee in November 2023, but I still havent received my $1445.50 credit in my account. I would like my money back, my patience is wearing thin.

    Business Response

    Date: 12/20/2023

    Hello ****, 

    Your membership was cancelled on November 10th, 2023, when you filled out our membership update form and a cancellation confirmation email was delivered.

    As per the Zeel Membership Agreement, membership credits are non-refundable. They will never expire and can always be used towards in-home appointments or gift card purchases. 

    If you have any questions, please let us know. 

    Thank you. 

  • Initial Complaint

    Date:11/27/2023

    Type:Sales and Advertising 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.
    Unauthorized charges. I bought a gift and they seem to add a monthly recurring charge without my knowledge

    Business Response

    Date: 12/14/2023

    Hello ******, 

    Your membership was cancelled and the incurred charge refunded by our support team on 11/24/23 when you contacted us via email. 

    If you see any lingering charges on your card, or have not received your refund, please reach out to us at ******************************* so we may be of further assistance.

    Thank you.

  • Initial Complaint

    Date:07/05/2023

    Type:Billing 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.
    Massage therapist arrived late. I was xordial and offered to help her carry things in to my home. She declined. I showed her where I would like her to set up, she liked the space and said she had plenty of room. I left and asked her to set-up an come get me outside when done. She Left with no explanation. Business refuses to give me an explanation for why she left.

    Business Response

    Date: 07/05/2023

    Hello *****, 

    We periodically review accounts for violations of our acceptable use policy. If your account is removed, any outstanding non-marketing credits will be refunded and any memberships will be canceled without penalty.

    For further support, or if you believe your account was removed in error, please email ******************************* from the email associated with your Zeel account.

    Customer Answer

    Date: 07/06/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    I have not been provided with an explanation for what happened.  I want to know why the therapist left without saying anything.  The reply only says they are cancelling my membership, which is just adding insult to injury.  I DID NOTHING WRONG.  The business owes me an explanation.   In addition, I expect a full refund and did not plan on EVER using their service again.  They are unprofessional and do not properly screen their therapists mental health, putting customers at risk.

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

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




     

    Business Response

    Date: 07/13/2023

    Hello *****, 

    We periodically review accounts for violations of our acceptable use policy. You were not charged for your 7/1 appointment and any outstanding membership credit was refunded to it's original form of payment. 

    At this time, we are unable to provide additional information surrounding your appointment on the first of July. 

    Thank you.

    Customer Answer

    Date: 07/15/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    They have not provided an answer regarding the reason their therapist left without notice.  In addition, they have removed me as a future customer.  So, not only was I treated unprofessionally by their staff and management, I am now also being removed as a customer when I have done NOTHING WRONG.  It is just adding insult to injury at this point.  What kind of company treats a long term customer this way?! 

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

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




     

  • Initial Complaint

    Date:05/09/2023

    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.
    I set up a membership and had 1 appointment set before the company cancelled. I waited 24 hrs never got another set. I cancelled my membership and college a refund. Fast forward several months later the company has hit my account for a claim reversal. I am now over draft for a refund I received over a month ago after I cancelled my membership. I will also be taking this to the attorney general for fraud.

    Business Response

    Date: 05/09/2023

    Hello *******, 

    Our records show that you enrolled in your membership on 3/26/23. We have no record of you contacting us through chat, text, or email to receive a refund or cancel your membership. 

    Our payment processing partner received notice of a chargeback you initiated on 4/18/23. We terminated your membership and processed a refund for the charge within a week of being notified of the chargeback. We responded to the chargeback informing your financial institution that the charge had been refunded from our side. 

    Nothing has been charged by Zeel since your initial membership charge on 3/26/23. 

    I've attached a confirmation of your refund. 

    If you need further assistance please reach out to ** at *******************************. 

  • Initial Complaint

    Date:03/31/2023

    Type:Billing 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.
    I have made multiple attempts to contact Zeel. Email, phone, tweet, chat etc. I had a subscription and I am not being charged any longer without any notice from Zeel and I can NOT log into my account to find any answers. I have made several attempts to change the password to log in to my account and each time it will not work. I have tried to contact Zeel with no reply to any messages and am unable to reach anyone to find out what is happening to my account or why I can't log in. Is this company still around? What is happening and why I reach anyone from any form of communication or access my account? I have been trying for several weeks. Can someone please help me?Thank you

    Business Response

    Date: 04/03/2023

    Hello ****,

    We periodically review accounts for violations of our acceptable use policy. If your account is removed, any outstanding non-marketing credits will be refunded and any memberships will be canceled without penalty.

    For further support please email ******************************* from the email associated with your Zeel account.

Zeel is NOT a BBB Accredited Business.

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