Complaints

• Initial Complaint

  30/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Complaint Against ***** ********* (License #********************** 2024, my husband *********** ******* had scheduled massage appointments with *** ********** The morning of their appointments at 8:54 a.m., *** ********* texted me to reschedule my husbands appointment to an earlier time to fill a gap. In that message, I mentioned that I was sick but confirmed that my husband could still attend ********* said that if I was ill, my husband might also be infected, therefore she would be cancelling both my husbands and sons appointments. I then offered my father, who does not live with me, to take the appointment. She said that the time had already been allocated to another patient. My husband attended an appointment with another practitioner, *****, on October 16th, 2024, and was charged a cancellation fee of $60 plus tax for the supposed "last-minute cancellation" on September 21st. I find this deeply unfair, as *** ********* was the one who chose to cancel the appointments. Neither my husband nor my son displayed any symptoms of illness, and it was her unilateral decision to cancel their sessions.I raised this concern with *******, the clinic owner, who informed me that *** ********** as a private contractor, has the final say on whether to charge cancellation fees. ******* assured me she would speak with *** ********* and follow up. However, after waiting a week without any response, I reached out again on October 22nd. ******* informed me that she had spoken to *** ********** who stood by her decision to charge the cancellation fees, but that *** ********* would be contacting me to explain. I also discovered that an additional $60 fee had been charged for my sons cancelled appointment, bringing the total to $120. *** ********* did not reach out to me On October 28th, I texted *** ********* to express how upset I was over the charges and her lack of communication, but I received no response

  Business response

  30/10/2024

  Clients sign a Cancellation policy prior to receiving treatments, and in this cancellation policy it states we require 24 hour notice to cancel an appointment and what the consequences are; it also states the fees for No shows, and late cancellations. We send text reminders to every patient prior to their appointment. I have attached both parties signatures consenting to this policy as supporting evidence.

  
  In a previous interaction with the patient she had switched appointments with her son (he came in Sept. 19th) and she was to take the appointment on September 21st. 
  When ***** reached out to rearrange appointments, client apologized and stated she is too sick and contagious to come in her appointment that day(as confirmed by her doctors appointment the day before). ***** clarifies, "If you're contagious...your hubby is probably somewhat infected too?!" client agrees both appointments are cancelled. Client apologies for messing up ***** ***.
  I have attached screen shots of the text messages for this conversation confirming she forgot she was taking her son's appointment and she was not coming in due to being sick.
  

  Both appointments were cancelled and charged with a 50% late cancellation fee of $63.
  When the husband came in for his next appointment the $63 fee was collected in person.

  
  Afterwards wife of patient complained via text. Business owner tried to rectify situation with no success.
  Complainant was never charged due to the dispute and the $63 has been refunded on Oct. 30th (also attached).

  
  

  Customer response

  01/11/2024

   
  Complaint: 22491875
  
  I appreciate the refund for the unfair charge. I am rejecting this response because the owner of Masso neglected to share ALL of the Information about the conversation between the practitioner ***** who made the unethical chair and myself. I have attached the entire conversation between myself and *****. I did not cancel. It is clear that ***** cancelled because she did not want to take a risk of being around anyone my household. The appointment was not for me it was for my husband and my son. In the first text message I did say that I apologized for my mistake because I was so sick that I was not thinking clearly. Later in the conversation you can see that it is clear that ***** made the choice to cancel. Furthermore, I also offered to fill the spots SHE cancelled with another family member that is also her client and she refused satire spot was already taken. So she benefits herself with charges of unethical fees plus fills the spot with another client. In a phone conversation between myself and the clinic owner, the owner admitted that she saw that it was unfair. She admitted that she could see why I was upset, however she said there wasnt anything she could do because it was Dianes decision to charge a fee or not. Furthermore, yes we signed a cancellation fee agreement as proved in the attach the clinic sent. However it DOES Not say that a client will be charged if the practitioner is the one that cancels for any reason at all. It only states that a fee is charged upon the client cancelling themselves. If the clinic is going to be charging clients when the practitioners cancel on them, that should be clearly stated in the cancellation fee as well. The owner of the clinic clearly does not see how her contractors having 100% power to make decisions in this regard has been extremely negative impact on her business structure. The treatment of this entire situation is extremely unethical. I am requesting the owner update her cancellation policy to reflect that they will be charging clients even if the practitioner cancels on them and Im requesting an apology from the practitioner and The owner for all of the stress this has caused me. 
  
  Sincerely,
  
  ***** *******

  Customer response

  01/11/2024

   
  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,
  
  ***** *******

*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. ↩