ComplaintsforElements Massage Green Lake
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/22/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
We had a lovely first experience and bought the membership to come back. The second session was a big, big disappointment.Massage - actual massage was good, but the massage therapist was hostile to my questions about massages. I was told to go home and do my own research, and to stop questioning and enjoy the massage. I came to relax but this hostile encounter only made me more tense. I wish masseur P(xxxx) would give us a heads up that he prefers quiet sessions.Front desk - very rude. They were very dismissive when I raised concerns about the treatment I received. Staff ***************** assumed that I had used somebody elses appointment and used that to justify the poor service that I received. I later called to get their name, which they gave and then abruptly hung up. I wish T(xxx)y would refrain from blaming the customer when the booking process itself is vague.Online booking process - needs serious improvement. There are times you will see 1 hour availabilities on the website, but its actually a 90 minute block on the therapists calendar. I had to reschedule numerous times over the phone because of that. Also, the online booking process doesnt ask some very important questions (e.g. whos getting the massage) which leads to misunderstandings. I hope this booking service can be overhauled.Initial Complaint
10/19/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
they stole 90 dollars out of my credit card. I want it refunded. I woluld also like all the gratuties I gave them in the last year refunded to me due to their inappropriateness. They were rude they were always trying to get me to sign up for their deal, or pressuring me to bring someone else in. It wasn't enough for them that I brought myself in. They pressured me to tip at a high rate, and they forced me to put my credit card on file with them.Business response
11/10/2021
The client had a session on 10/8/21 that she has walked out on. We tried reaching out to her several times to get her side of the story and to see what we can do to resolve the issue about why she had walked out on the therapist but she never called us back so we had to charge the $90 fee for late cancelling.
After we had charged the fee the client call us on 10/19/21 cussing at the receptionist and calling us thieves because we had "stole" money out of her account. Our receptionist tried to explain why we had charged the fee but she just continued to cuss at our employee and would not let her get a word in. Our employee tried to informed her that if she continued her behavior we could not get anything resolved and she choose to continue cussing at her. We had to ban her from our studio since we have no tolerance for that type of behavior here.
Our of curtesy I have refunded the $90 charge but this issue could have been resolved if the client had simply returned our phone calls regarding her walking out.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.