Complaints

• Initial Complaint

  10/03/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was over charged $43 dollars on the first month of my subscription (July 2022)- appeared as a random separate charge on my statement, i was under charged $30 the next month (august), and then had another random extra charge for $66 the following month on top of the $73 membership fee(sept.) They could not verify the amount I tipped that month (sept) so that I could calculate what I was owed, and they refuse to offer *any* refunds. When I signed up in July, I was told the monthly auto draft of $73 would begin the next month-Aug, because I paid the July $73 that day (July 10th) for the massage I got that day. But NOW, ** being told thats not correct, and that I actually was UNDER charged in July (as the second $43 charge should have been $73). They have no explanation for why the charge was not correct, nor any solution for their employee telling me Id only be charged $73 ONCE in July when I signed up.The management at the business is horrible, and the actual owner cannot be reached whatsoever, leaving this complex issue to massage therapists and front desk employee. I had multiple MULTIPLE incorrect and random charges. Absolutely unacceptable accounting going on. Id like to speak with *************************************, the owner, because her front desk girl is not going to cut it with an issue this complex. I DO NOT WANT ANOTHER CALL FROM THE OFFICE STAFF.

  Business response

  11/15/2022

  Emailing response to ************************* at complaints.***.bbb.org

  Business response

  11/17/2022

  1st Visit:

  Client came in 7/10 as a new client and paid for her first massage receiving the new client discount. $73 plus $15 tip.

   

  WP Sign Up:

  Client signed up for the 1 hour wellness plan on 7/10/22. Client's wellness plan started on 7/10/22 as per signed agreement with first monthly auto pay 8/1/22. By default, the system scheduled her first monthly autopay for 7/15 instead of 8/1 due to the 7/10 entry date. Wellness plan was set up for monthly autopay at $43 instead of $73.

  The reason the wellness plan was initially set up incorrectly at $43 instead of $73 is: The wellness plan signup, charge for her first visit, and tip were all put on one ticket at check out. The new client promo code of $30 off was applied to the entire ticket thus applying the $30 off the wellness plan rate of $73 as well as the charge for the visit.

   

  1^st Autopay:

  7/15, $43 (should have been $73), 1 hour session on account. As per signed agreement.

   

  2^nd Autopay:

  8/15, $43 (should have been $73), 1 hour session on account. As per signed agreement.

   

  2^nd Visit:

  Client came in 8/28 for a 1 hour massage. The 7/15 autopay session on account was automatically pulled and checked out with the incorrect amount of $43. Client paid $15 tip. The undercharged rate of $43 was not caught at that time. Client received a $73 massage for $43. Technically, the client should have owed $30 difference for this visit.

   

  3^rd Visit:

  Client came in 9/12 for a 90 min massage at a $109 membership rate. The incorrect monthly autopay rate of $43 was caught at this time. They converted the 8/15 autopay 1hr session ($43) on account into money on account to apply towards the 90 minute session of $109. They took the money on account of $43 and charged the $66 balance owed for the 90 minute session of $109. The $66 was not a random charge. It was the difference owed from the 90 minute session of $109. $109-$43=$66.

  Clients wellness plan monthly autopay schedule was corrected at this time from $43 to $73 for the 9/15 autopay, as per signed agreement.

   

  3^rd Autopay:

  9/15, $73, 1 hour session on account. As per signed agreement. This session still remains on account for use with an expiration date of 12/14/22.

   

  The clients wellness plan has been auto cancelled as of 10/3/22. We waived the final autopay scheduled for 10/15 and used the 9/15 autopay to serve as the 30day notice cancellation policy, as per signed agreement.

   

  The general manager did the math on this multiple ways, even if the first autopay had drafted on 8/1 instead of 7/15, the client used the 7/15, $43 session on account on the 8/28 visit.  If the 8/15 autopay had been drafted on 9/1, she still would have owed for the upgrade to a 90 min session on the 9/12 visit. Since she was only charged $43 for the 8/15 autopay, she owed the additional $66 for the upgrade on 9/12. 

   

  --

  ******* Hazzard / Owner, LMT

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

   

  Elements Massage / ******

  https://elementsmassage.com/******

*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. ↩