ComplaintsforHeavenly Healing Hands Massage Therapy

• Initial Complaint

  06/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I prepaid $120. Via Venmo to ***** ********** of Heavenly Healing Hands( aka Healing Garden of Lights on Venmo) for a prenatal massage for my daughter. On April 26, 2023.:My daughter had to wait over a month for an appointment.. when she arrived at the office, no one was there. After calling and texting *****, my daughter was told there was an emergency and the massage was canceled. ***** did offer to reschedule and give discounts, but after having to wait so long for an appointment and not being notified in advance of the cancelation of her current appointment, my daughter decided she didn’t want to reschedule. We asked for the refund of our prepayment of $120. I requested payment from her via Venmo and via text. As of this writing she has not responded. I have lost $120. I would NEVER recommend this service as I believe it is unprofessional and disrespectful.

  Business response

  07/13/2023

  I follow my policies:  ***************************************

  
  

  Each client can contact me for the appointment.

   

  ***** **********, Licensed Massage Therapist

  Heavenly Healing Hands Massage Therapy

  23360 Chagrin Blvd., Suite 207

  Beachwood, OH  44122

  (216) 339-3401

  Customer response

  07/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  The business owner did not offer compensation/refund for an appointment that SHE canceled with no notice, my daughter showed up at the the office for the appointment,only to find an empty office. When my daughter called and texted the owner, ***** A. Informed her that there was an emergency and the appointment was canceled. Now in her policy statement she indicates that if an appointment is canceled without 24 hr advance notice,the client must pay 1/2 of cost of the session.I think it is only fair that since *****, the business owner, canceled the appointment without ANY notice, that she pay for the amount of the session she canceled, my daughter was not able to reschedule the appointment because she was pregnant and close to giving birth. Would very much appreciate the refund. It is bad business to cancel an appointment without notice, especially if you are a business owner. I don’t know how this business is still operating. 

  
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** **********
  
  
  
  
   

  Business response

  08/28/2023

  I can only schedule sessions. 

  
  

  If they are open to that please send the cell number so I can contact them. 

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

  
  

  Customer response

  08/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  There is no further need to schedule a prenatal massage. My daughter is no longer pregnant. The only satisfactory resolution of this matter is a full refund of the money the business owner accepted without actually providing any service.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  ***** **********
  
  
  
  
   

• Initial Complaint

  06/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After having to schedule out over a month, on the day of my prenatal massage appointment I show up to a locked office. After texting and leaving a message with the owner, she reports an emergency had come up earlier in the day, and she “didn’t see” my appointment. While I understand emergencies happen unexpectedly, as a professional business I would expect some form of communication about cancelation prior to the day/time of the appointment. When clients give less than 24-48 hours notice, they are expected to pay a certain amount regardless of what emergency may have come up. My mother prepaid for this massage for me and after looking into reviews online and through the better business bureau it looks as though incidents like this are very common. We have requested a full refund, and have been blocked the by owner. The full refund amount is: $120 USD. My mother sent the original payment to the owner, Donna A********* through Venmo and has requested the full amount back. The owner has blocked our phone numbers and ceased contact with us to resolve this issue. We are simply requesting a full refund since the owner did not fulfill any services.

  Business response

  07/12/2023

  Donna A********* gave verbal rejection to BBB staff member (**):

  I told her that they could schedule an appointment and she refused to. She got up on my Google business within 20 minutes of me trying to reschedule an appointment and gave me a 1 star review.  Our policy is that we don’t do refunds and this across the board for most spas and offices.  But, we get treated like we’re all crazy if someone wants a refund even though its stated on the gift certificates, its stated on our website.  People just jump all over that and don’t care. The appointment is also transferable. I did not tell *** that I would not refund, I told her that I would schedule the appointment.  I didn’t even get a chance to say anything about the refund at all before 20 minutes later there was a 1 star review to try to hurt my company.  She needs to schedule an appointment, that what she needs to do.  Or she can transfer it to someone else and they can schedule an appointment in lieu of her gift certificate.  But, that’s our policy. 

   

• Initial Complaint

  04/29/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I scheduled a couples massage with Donna A********* on April 7 for an appointment on April 18. I sent her the deposit of $50 via Venmo. Unfortunately, I became sick and had to cancel my appointment. I gave her more than 48 hours notice when her policy said there was a 24 hour cancelation policy. She stated there were 5 other couples she had to turn down. I told her to reach back out to them to see if they would take the slot, but she refused to saying she was too busy. You cannot help it when you get sick. I've now asked her multiple times via text and Venmo to send me my $50 deposit back and she refuses and will not answer me. I'm so disappointed and upset that she is now stealing $50 from me for services never received.

• Initial Complaint

  09/28/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I sent $40 via Venmo for a deposit on 8/26/21, for a couple's massage appointment on 8/28/21. On 8/27/21, the appointment was cancelled by the business due to one of the massage therapists getting poison ivy and I was told my deposit will be returned. As of 9/28/2021, I have not received my deposit back nor heard back from the business.

  Customer response

  10/18/2021

  
  Better Business Bureau:
  
  Good Morning,

  
  

  The business returned my deposit on 10/17. 

  
  

  Thank you,

  
  

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

   
  
  

*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. ↩