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Business Profile

Marketing Software

MassageBook

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 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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  • Initial Complaint

    Date:01/12/2024

    Type:Customer Service Issues
    Status:
    Resolved
    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.
    MassageBook sent out a mass email saying that there was going to be a new "hosting" site. They gave an example of what the new site would be. "www.massagebook.com/therapists/Your_Business_Name" It then said that you could copy this site from your settings when it went live. I was ordering promotional material and decided to make my website the new one since it would change eventually. When you set up your site you can customize how people can pay. 1. Credit Card 2. Gift Card 3. Pay at time of service. Well, if you use the website that they sent out on email the only option is Credit Card or Gift Card. When I contacted the company they said, you actually need to put "?src=external" at the end of the website to get to the booking rules I have established as a business. If you don't put that there is only Credit Card pay as an option. No where in their communication did they say you needed to do this. I now have promotional material that does not meet my needs. MassageBook said they cannot pay for new promotional material and they can only gift me 1 month of service $40. This is a failure on their part and they are not willing to fix it in my opinion.

    Business Response

    Date: 01/17/2024

    We greatly apologize for any trouble and misunderstanding that Mr. ***** has experienced. The email we sent out that is referenced in this complaint absolutely gave her the correct URL we intended to share with users at the time. That URL is to our directory listing that we host for Mr. ***** business. The complaint even acknowledges that the URL works for clients to book at. Our booking software also provides users a direct booking link for users to give out. That is the portion that is referenced in the complaint. At no point in the email (which was simply an announcement about a future change coming to the platform and not an immediate change) do we advise users that they should take any immediate action or use that URL for any marketing purposes at the time of that email going out. Ms. ***** took our announcement email and made his own promotional materials without our advisement to do so. We have no correspondence of any type (Calls, chats, emails) from Mr. ***** between the time that announcement email and the actual changes went live (over 70 days) regarding the new URL, that announcement email or any issues with getting promotional materials. Our team here has been very kind and understanding of Mr. ***** trouble there, but there are two things to understand: 

    1. We did at no point advise Mr. ***** to purchase promotional items with the information he used. 
    2. The information he used in the promotional details is a valid URL to book with his business. 
    3. We have financially compensated Mr. ***** for his trouble but giving him the free use of our product for 60 days. I have added an additional 2 months free to this. That would bring the compensation to over the $112 that is requested. 

    We ask that you please review this matter and consider it fairly resolved. Thank you. 

    Customer Answer

    Date: 01/18/2024


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

    Sincerely,

    ****** *****

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