Complaints

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.

• Initial Complaint

  Date:17/09/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I booked a “60 minute massage” on the company website for neck pain following a motor vehicle accident. When I arrived, I explained that I was there for neck pain following a collision. The massage therapist used deep presssure on my neck and cupping.
  
  When I paid for the massage, I was informed that she was not a real RMT, and what I received was a “relaxation massage.” I am now experiencing pain in my neck beyond what I was experiencing before. The fact that it was a “relaxation massage” was not clearly indicated on the website at all, nor was it indicated by the person doing the massage, it simply says “60 minute massage.” I have been advised by several health care professionals that this person shouldn’t have been touching my neck after a car accident. I contacted the business who refuse to issue a refund for misleading me and blamed me for being confused that “60 minute massage” means a fake massage, and that I should have known to call ahead of time to advise them of the nature of my injury before booking. I will also note that I had 2 massages from this business before and they were both RMTs.
  
  I am now injured from this fake massage and am waiting for follow up about next steps medically.

  Business Response

  Date: 17/09/2025

  Hi there, 

  ******** booked a 60 minute massage on our website. As seen in photo we have the option available for an RMT massage, as well as massage listed as non insurable due to it being with estheticians, not an RMT.

  Massage is the service that ******** booked, and received. We offered to replace the treatment with an RMT massage due to the misunderstanding of our website, but the offer was turned down. 

  Unfortunately if we are not made aware of injuries prior to booking, we are unable to make recommendation to see a physician before seeking out other treatments. In this circumstance the appointment as booked online and we were not made aware of any prior injuries. 

  We offered a free RMT massage versus a refund, because the client booked the appointment themselves, confirmed the appointment and received the service that was booked. The person who did the massage is trained in various massage modalities and has years of experience, but is simply not registered with an association in Nova scotia. 

  Customer Answer

  Date: 18/09/2025

   I am rejecting this response because:
  
  
  I booked a “60 minute massage” on their website, which they’ve since modified since my complaint- there is now a prompt that arises when you try to book a “60 minute massage”, if it was explicitly clear that the massage was done by a non-RMT, why did they change it? However, regardless of whether or not I booked a “relaxation massage” or a massage with an RMT, the person that conducted the massage acted out of her scope of practice despite me clearly indicating that I was seeking treatment for an injury. I am not interested in receiving a massage from an RMT at their spa as I question the quality of the services they offer, it is also apparent that the owner of the salon lacks the knowledge needed to oversee a business performing medical services as the severity of this misstep has been repeatedly minimized by the respondent. 

  Business Response

  Date: 19/09/2025

  Hi there, 

  While no modifications have been made to our website, we have begun looking into if there are any changes that we can make to help to avoid this situation in the future. 

  We were not made of any injuries ahead of booking, as the booking was made online with no call ahead or note of any injuries on the booking, had we been aware, we would recommend seeing a physician before seeking any massage services. The massage that was booked is the massage that was received. 

  Thank you. 

  Customer Answer

  Date: 22/09/2025

   I am rejecting this response because:
  
  
  The website now has a prompt that did not exist when I booked that says “non-insured relaxation massage.” I’m not sure why you continuously keep glazing over the fact that the moment I said I had an injury to the “body therapist”, she shouldn’t have touched me. No apology or acknowledgment of that. This is negligence and dangerous to have unqualified professionals touching a sensitive area. 

• Initial Complaint

  Date:10/09/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I am writing in regards to make a complaint against Highlander Med spa & Salon as they have taken the money but provided me partial treatment and now denying for the original service (Diod laser package) and offering different services instead.
  
  Myself ****** ******, I am on a visitor visa in Canada.
  
  On May 30th 2025, I have made a payment of $1297.43 (pls see below email) for Diod Laser treatment (6 sittings) for myself and my partner ****** *****.
  
  We have taken 2 sittings successfully and 4 were still left. Also, I haven't taken laser on my private parts so for that they promised to give me one extra sitting (which would be the 7th one). Now I got a call from them stating that the lady who was doing laser has left the job and the new laser machine is not working due to voltage issues so take your money back as a gift card or else take IPL laser instead of Diod or else we will give your partial money back.
  
  First laser taken on June 3rd
  Second laser taken on July 15th
  Third to be taken on Aug 30th which is not done and cancelled by the Salon itself.
  Payment done on May 30th.
  
  Now my complaint is firstly, if I go to any other Salon for the full body Diod laser treatment, they will charge me full amount just like Highlander ones. So why would i pay from my pocket again. Secondly, if i take the rest of the 4 sittings from other Salon then they will charge as per separate 4 sittings, again that will cost me very high. Thirdly, why would i take any gift card or other treatments if i have paid for Diod laser full body treatment.
  
  This is something which is denied from Salon side and it's not my mistake. So I am looking for one out of the 2 things - either they will provide me rest of the sittings which is 4 (out of 6 left) +1 (extra as promised as I haven't taken laser on private parts) to me and my partner or else I need my full money refund so that i can go to another salon and start my process again.

  Business Response

  Date: 10/09/2025

  Hi there

  ****** and ****** purchased a diode package of 6 laser sessions.

  Unfortunately when our laser technician left our business, she took with her the diode laser machine. This was communicated and we offered to replace the sessions with IPL laser. ****** did not want IPL laser so we offered to refund the remaining sessions to the original payment method. They paid 1297.43 for 12 sessions and received four- at $100 a session that leaves 837.43 remaining which we offered to refund to the original payment method, or do as a gift card at our salon. 

  We offered this over the phone, and again over email two days later. 

  We also have another diode laser machine that we are working on training for, and offered to replace the treatments in that way. We received no response from the customer. 

  Customer Answer

  Date: 15/09/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23843584, and find that this resolution is satisfactory to me.

   

  Thanks!