ComplaintsforThe Oaks Rehabilitation and Relaxation Massage Clinic

• Initial Complaint

  04/26/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ****** ****** *********************** ************ Address: ***** ***** ***** *** **** ********* *** *****  Filing against: The Oaks Rehabilitation and Relaxation Massage Clinic address: ***** ****** ***** ** *** **** ***** ****** ** **********  phone number: ***** ********  Date of purchase - Nov, 1, 2022 I am new mom and a startup founder, live in Beachwood, work in co-working space '**********' which is 8-9 min from my home. the oaks massage business opened up in **********, literally 30 seconds from where I sit, so I negotiated a 'pack of 8 massages' for $500 by talking to ******** on the phone and purchased 8 massages for $500 on Nov, 1, 2022 My life Is very hectic and very stressful, so I was really looking forward to getting the massages. My husband also works out of the same co-working space in *********** so, we were planning to use these 8 massages during our work days as it was extremely convenient. Out of the 8 massages - I had my mother in law get one as a gift for her. We then went on a winter vacation and when we came back, we found the business was no longer there, when I called ********/the business, she told me, they have closed the location and to get those massages, I have to come to their rocky river, Ohio location. I explained my situation several times, told her, 'the only reason, I bought the massage pack was because of the location of the business" and requested her to refund the balance of $437.50 she refused, mentioning, they don't refund money, that when Nordstrom closes one store, the clients shop at other stores and when I told her, you are not *********, you are a massage place, and the only reason I bought your massages is because it is 30 seconds from my office, not 1 hour away. she said they sell candles and merchandize so I could come and buy $437.50 worth of merchandise from her rocky river location. At that point, I got so frustrated, I gave up. I am a really overworked, tired working on a tight budget and could use a massage. But I already spend the $500 with This business. I have no problem if she can come to my office/home and deliver on those massages. If not, I want my money back as they closed this location. I didn't even know/care they had another location when I purchased those massages. Please help me!

  

  Business response

  05/09/2023

  This is in response to *** ****** *******s complaint lodged with the BBB on April 26, 2023
  
  The Oaks Rehabilitation and Massage Clinic has been in business for over 25 years and our reputation is impeccable and will stand for itself. Our business philosophy is to provide excellent customer service, an excellent wellness experience and accommodate our clients needs. Our policies are fair and very much like other businesses both small and large as well as privately owned and public companies. My example regarding Nordstrom or any business closing a location was just merely an example of the inherent risk(s) all consumers take when purchasing a product or service.
  
  Our company has a strict policy, clearly stated on our website, that we do NOT offer a refund on gift certificates or discounted bulk purchases (greater than 4 massages). This customer chose to take advantage of the heavily discounted price and is unwillingly to be fair or accommodating. Unfortunately, we had to close our This is in response to *** ****** *******s complaint lodged with the BBB on ….. insert the date.
  
  The Oaks Rehabilitation and Massage clinic has been in business for over 25 years and our reputation is impeccable and will stand for itself. Our business philosophy is to provide excellent customer service, an excellent wellness experience and accommodate our clients needs. Our policies are fair and very much like other businesses both small and large as well as privately owned and public companies. My example regarding Nordstrom or any business closing a location was just merely an example of the inherent risk(s) all consumers take when purchasing a product or service.
  
  Our company has a strict policy, clearly stated on our website, that we do NOT offer a refund on gift certificates or discounted bulk purchases (greater than 4 massages). This customer chose to take advantage of the heavily discounted price and is unwillingly to be fair or accommodating. Unfortunately, we had to close our Highland Heights location as the business did not generate enough sales to remain open. We have been able to satisfactorily accommodate all of our customers with out a single complaint except for this one. 
  
  From my first conversation with ******, I said The Oaks will honor her remaining massages at our Rocky River location. She has declined the offer several times and said she is too busy and does not want to be inconvenienced by driving 35 minutes. It is unfortunate that she did not consider (her words in her written complaint) her busy professional and personal schedule as well as her budget prior to her making this purchase. The Oaks or any other company for that matter can’t be held responsible for every clients’ or customers’ changing circumstances. 
  
  Conversely, I will stand by my word and will remain committed and be accountable for closing the location in Highland Heights by offering her to come to our Ricky River location at her convenience and time frame during our open hours.
  
  Please feel free to call me at your convenience to answer any of your questions or further discuss this matter. I can be reached at my office 440-226-4592
  
  Sincerely,
  
  
  ******** *****
  Owner

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