ComplaintsforMassage Heights

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made an attempt to cancel a massage membership due to not being satisfied with the service, the manager/owner was rude and had false information. She refused to cancel my membership and also threatened to send my name to collections. The staff were talking about private information of another client at the front desk and within earshot of the waiting area. The manager would not listen and said I called to reschedule an appointment which was not true. I actually came to my appointment at 11:30am but they were running behind so I rescheduled for 2pm. The manager was arguing with me that I called in to reschedule, but in fact I was there in person. The manager was also insensitive and I felt discriminated against because I am a lesbian. She referred to my wife as “husband” or whatever?! She was completely unreasonable and very difficult to talk to, very domineering. I understand that I signed a contract however, the service was poor and the customer service was so horrible that I am uncomfortable going to any further appointments with this business!

  Business response

  05/02/2024

  No one at Massage Heights Strongsville spoke to ***** ******* regarding the mentioned portion of the conversation for this dispute.

  We received a call from the person attempting to receive an unauthorized service under the membership of ***** ******* on 4/27/2024, calling on 4/29/24 with the intent to dispute the cancellation of that service.  This call was received immediately after speaking briefly with ***** *******, whom we were unable to reach via phone on the date of the incident (4/27/24).

  This same individual had arrived at the business to receive services against ***** *******'s membership on Saturday, 4/27/24, and failed to identify that she was not ***** *******.  The Therapist stopped the service after confirming this was not ***** *******.  Our state and brand policies require a completed medical intake form for all new recipients of massage services, and the Therapist was following licensing procols.    The front desk team attempted to explain why the service had to be stopped but the person stormed out of the building, refusing to stop and speak with the front desk team.
  

  Our front desk team had advised in a booking call request the week prior to schedule the service that the membership was not shareable. This policy is also stated in the copy of the membership ***** ******* received at signing. 

  I spoke to this same individual via phone on 4/29/24, who called immediately after ***** to dispute our policies, and stated to her that the front desk team member stated they thought they spoke to ******* husband the week prior who called to schedule the service, and shared at that time that the membership could not be used by a non member, and thought perhaps there was a miscommunication to the husband of the status on sharing the membership, but it did not change the policy as outlined in the membership ***** signed at received at inception of her membership.   

  The person on the phone identified herself as the spouse.  At no point was I or my front desk aware of the personal nature of ***** *******'s relationship status, so therefore these statements around spousal relationships are exaggerated and inaccurate.

  ***** ******* signed up for a membership on 11/7/2023, of which only two payments of $69.99 were made--for a total of $139.98 in monies received.

  Each payment resulted in a one hour service credit, one of which was redeemed on 1/5/2024, and final credits were redeemed for the cancelled service appointment on 4/27/24, in accordance with the Massage Heights Cancellation Policy, clearly listed in the copy of the membership ***** ******* signed and received, in addition to the email confirmations of appointments made and received for each service scheduled.

  The amount owed listed in this dispute is inaccurate, per the attached supporting documentation of payments received.  There are no monies owed to ***** ******* against this membership, as also shown in the supporting documentation for redemption of the service credits.
  

  Although the membership was a 12 month term, we voluntarily cancelled the membership on 4/29/24 after speaking with ***** ******* and her spouse as they requested the cancellation of the membership and we felt it was in the best interest of all parties to do so.

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• Initial Complaint

  01/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I won a gift certificate for a 60 min massage. I called to schedule and wanted to upgrade to 90 mins, which I knew I would be responsible for the additional 30 mins. The lady said she needed the info for the 60 min voucher and my credit card for the 30 mins at that time to book the appt which didn't seem out of the ordinary, but I had to keep giving her the info, which I thought maybe she was new and trying to figure out the system. After 20 mins on the phone with her, she says ok everything went through, that I was all set other than the tip, which I would handle that day. Day of appt I go to check out and all of a sudden, the gift card info is gone, but they can see that a gift card was used. All the girls behind the counter roll their eyes and say "oh, it was Gail that booked the appt, another mistake she made." I ask what they are talking about and the manager Amy tells me that Gail no longer works there and she messed up a lot of peoples accounts, but not to worry, they'll figure it out. She asks for the gift card which I didn't have since I thought it was redeemed at the time of booking. I told her I would go home and look for it but the appt was booked 2 months prior and didn't think I still had it considering I was told the appt couldn't be booked without that info. I called the next day and told Amy I couldn't find it, which she replied "we already charged your credit card." She then goes on to say that they don't store gift card info, only credit card info. I reminded her that I'm not an employee there so how I was supposed to know that her employee Gail was making a mistake is beyond me, and that I would not be paying for Gail's mistakes. Amy became rude and argued that no one would ask for that info at the time of booking and hung up on me. I happened to be in the area, so 10 mins after she hung up on me, I stopped in the location. I asked for her managers name which she kept telling me she was the manager. I said no, YOUR manager which she laughed and refused. I said ok, give me the number to corporate which she said I would have to look up that info myself and to leave or she was calling the cops. She admitted her employee, that has since been fired, messed up people's accounts, then charged my card for her mistake, and is now refusing to give me any contact info for a boss or corporate. I said "just give me the number for corporate" and this lady had the audacity to call 911!! I said "are you kidding me?! This is NOT an emergency!" It's abuse of 911 resources and thank God I was video recording since I had a feeling this woman was going to be less than professional, I just had no idea she was going to go that low. I will gladly post the video if I can!

  Business response

  01/30/2023

  ********* (*******) ****** scheduled a 90-minute massage service as a new guest with our Retreat on 11/28/22.  She stated she had a paper gift certificate that she had won in a raffle.  She cancelled the appointment with insufficient notice via phone and the certificate information was not retrieved.  The retail cost of the service was $226.00.  ********* was only charged $37.79 for the price of a 30 minute massage because the gift certificate was not presented in person due to the cancellation.  Our confirmations and text reminders advise our guests they will be charged a 50% fee for cancelling of same day appointmets, as does our front desk team at booking.

  ********* was provided with grace for this cancellation and only charged the amount of $37.79 per the attached invoice.  ********* then scheduled another appointment for 1/24/23 an was told she was "all set" for the appontment and to bring in the gift certificate.  Our system does not allow for entering of paper gift certificate infomation.  A paper gift cetificate for a free service is awarded in various types of promotions we run from time to time and has no monetary value as it is not purchased by a guest, which prevents it from being entered into the POS system. 

  ********* arrived for the appointment on 1/24/23 and said she could not find the gift certificate, but would call back with the information verifying she had her gift certificate and could arrange to bring it in for redemption.  ********* received the service on 1/24/23 but did not call back to say she had found her gift certificate, and the invoice remained open. Several calls to ********* went unanswered until the Retreat Director was able to connect with *********.  ********* again stated she could not locate the gift certificate, and said she gave it at time of service on 11/28.  Again, we cannot verify paper gift certificates, and ********* was charged for this service as described above.  ********* stated she gave the information previously over the phone.  As we cannot store free service paper certificates, it would not be possible to log that information into our POS system, which was again explained to *********

  ********* was told by the Retreat Director she would be charged for the 1/24/23 service as she was unable to provide the paper gift certificate, but could bring it into the business after locating it, and the service would be applied to the gift certificate, and her credit card refunded.  Our business works like most others, with guests needing to provide gift cards and/or gift certificates at time of service for redemption. ********* then came into the Retreat, and would not accept the feedback of the Retreat Director.  ********* was asked to leave as the team felt she was speaking loudly and we had other guests in the Retreat.  911 was called due to ********* refusing to leave when requested.

  ********* received the massage service on 1/24/23, and was charged due to her inability to provide a gift certificate verifying she received a free service. We would be happy to have ********* come back in with her gift certificate to apply it to the service when she is able to locate it.
  

  Customer response

  01/30/2023

  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 was no service on 11/28, that is when my card was originally charged for the additional 30 mins I requested. When I called to reschedule, I explained that as a nurse, I didn't feel it was right to come in on Monday, even though it was short notice, as I had 3 Covid patients that previous weekend. The person I spoke with agreed and stated they appreciated me not coming in and possibly exposing others. She assured me the amount paid on my credit card AND the gift card amount would still apply. She never said anything about not having the appropriate info. She again stated I was "good to go." 

  I have the video recording of the day I stopped in since this woman went from "don't worry, it was our mistake" to "you should have known better" on the phone so fast. If anyone was getting loud, it was Amy. I simply asked for information but she was too unprofessional to give it to me, she instead started laughing and called the police.

  
  Regards,
  
  ********* ******
  
  
  
  
   

*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. ↩