Complaints

This profile includes complaints for Elysian Wellness Centre's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Elysian Wellness Centre

  4A-290 West Hunt Club Road Ottawa, ON K2E 0B7

• 

  Elysian Wellness Centre

  2150 Robertson Rd #16 Nepean, ON K2H 9S1

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:19/11/2024

  Type:Billing 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.

  Location: ********************************************************************************* My complaint is being charged for a future appointment that they wanted to schedule. I don&#**;t make payments in advance for the services. I pay for them after the services are performed. My wife is Brazilian and her English is poor and she must have misunderstood them. The policy is inappropriate. This is unacceptable. I want them to credit my **** for the charge.

  Business Response

  Date: 19/11/2024

  Thank you for reaching out. As outlined clearly on our website, in the confirmation email, reminder emails, and on the intake form that was digitally signed and initialed by this patient, prepayment is required for all dietitian appointments booked. These prepayments are non-refundable, and if a client chooses not to proceed with their prepaid session, no credit or refund will be issued, nor can the payment be transferred to another appointment. This is beyond clearly stated on our policies, and not in fine print or in any way worded to be confusing. It is very clear.

  To provide some context, other clinics, such as the ********* Clinic, require non-refundable prepaid packages ranging from $2,000 to $3,000. While our policy is not as stringent, we do require prepayment for all appointments. This policy is in place to compensate for the advanced work our dietitians put into preparing patient files, and to ensure that their time is secured, as our dietitians schedules are extremely busy.

  It was also apparent during the recent communication that his wife is proficient in English, as evidenced by her extended conversation with our staff. If there are concerns regarding language proficiency, we kindly suggest that the husband should attend any appointments that require english with her to ensure clarity, as this is not an issue that falls within our, or any other business's, responsibility.

  Please note that we are not a member of the Better Business Bureau, and we are responding to this matter as a courtesy. However, we will not be providing further responses, as our policy is clearly stated. We did offer a solution to reschedule for January 6, 2024, but they have declined this option, citing a personal trip and a conflicting birthday date on ****************, which makes no sense as to why she would not be able to attend  a 30 minute appointment, another day in January, because her birthday is on **********. While we understand personal plans, we would like to emphasize that our policy regarding non-refundable prepayments and the scheduling process remains firm. We will not be providing a refund or a credit, and this is our final decision. We will also not be responding to any further communication due to their aggressive behaviour with our admin staff.

  We appreciate your understanding and trust that this clarifies our position on the matter.

  Customer Answer

  Date: 20/11/2024

  Complaint: 22576542
  
  I am rejecting this response because: My wife didn't intend to schedule a future appointment nor she agree to another meeting. 
  
  
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:30/09/2024

  Type:Service or Repair 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.

  Massage appointment schedule for September 30/2024 at 3:30pm.I called left a message on Thursday September 26/2024 and again on Saturday. Business is saying they never got my message on Thursday but got my message on Saturday which is quite funny as its the same number and I showed them my phone log.They went and charged my **** debit card this am at 10:30 when my appointment is not even scheduled till 3:30tjis afternoon. Poor business I tried to speak with the manager of the clinic to which I got no where with her. I did advise I would be contacting the better business regained g this matter

  Business Response

  Date: 01/10/2024

  Dear BBB and ******,

  
  Thank you for reaching out regarding Haileys appointment with us on September 30, 2024. We appreciate the opportunity to clarify our cancellation policy and the circumstances surrounding this situation.

  ****** had a scheduled 60-minute massage appointment. On the morning of September 30, the mother (******) called to cancel. At that time, we informed her that, according to our policywhich is very clearly stated on the intake form filled out and signed digitally, on our website, and in all confirmation and reminder emailsa cancellation within one business day of the appointment time incurs a 100% service charge.

  
  She had mentioned to reception that she had called on September 26 to cancel, but our records indicate that this call was made after our closing hours, and no voicemail was left. The only subsequent call we received was on the appointment date itself.

  
  We also want to emphasize that it is the patient's responsibility to ensure that their cancellation request is communicated effectively and received by the clinic. Calling after hours, with no voicemail, and no email makes it virtually impossible for us to receive their cancellation request. An email, which is time-stamped, would have provided sufficient verification of a timely cancellation. Unfortunately, the reason provided for the last-minute cancellationan overlapping appointmentdoes not meet our criteria for a valid emergency or illness for us to waive a fee.

  We enforce this policy to ensure our therapists are compensated for their time that is booked, as they are paid per appointment, as well as to maintain availability for patients who may need treatment urgently. This policy is in place to protect both our therapists and our clients, and it is essential that we uphold it when the reason is deemed invalid.

  Our manager did try to reach out to the mother to speak with her shortly after the call occurred yesterday, but unfortunately the conversation could not continue as the mother was extremely aggressive and screaming over our manager, therefore unfortunately our manager could not get a word in. We also do not tolerate rude or aggressive behaviour against our staff, as they have the right to work in a safe environment free of verbal abuse. 

  While we are not a registered member of the Better Business Bureau and have no obligation to respond to this complaint, we felt it was important to provide clarity on this matter. The wellness and health industry has been particularly affected by no-shows and late cancellations, and it is crucial for all clients to understand the policies in place.
  

  
  

  Customer Answer

  Date: 01/10/2024

   
  Complaint: 22359332
  
  I am rejecting this response because:

  they lied. Her appt was at 3:30 and they took the money out at 10:30.

  as per my call log attached I did call  and left a message that they refuse to acknowledge. They like to do this to get more money out if people.

   

  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 02/10/2024

  Hello BBB and ******,

  Mr. ****** ******* (*****) called on Thursday September 26, 2024 at 8:33 p.m. and left no voicemail, after closing which is 8:00 p.m. No email was sent as well, which would have solved her entire issue since emails are time stamped and dated. She did not proceed to call us until Saturday September 28, 2023 at 9:33 a.m. and only then left a voicemail. We are closed on the weekends, and our policy is once again 1 business day from your appointment time. It is also in the policy that it is up to the patient to ensure we receive their cancellation request, and the easiest way to do this is by time and date stamped emails. According to her math, she called 5 hours prior to the appointment to cancel her appointment (Called at 10:00 a.m. for a 3:00 p.m. appointment). 

  Again, our manager reached out to discuss a solution, and Mrs. ************* decided to scream and berate our manager the entire time, therefore the conversation could not continue. Her husband had to grab the phone, apologize and ask the manager to try again when she calms down. She then began posting defamatory statements online, in which our legal team has been advised of now and will be taking the necessary actions if they are not removed.

  No refund will be provided, and we consider this matter closed.

  Customer Answer

  Date: 02/10/2024

   
  Complaint: 22359332
  
  I am rejecting this response because:
  
  There is a reason this company is not part of the better business bureau and to assume my husband take over the conversation how dare you assume that when you have no clue who it was that was with me when I made the phone call. And anyone can make a review regarding your business if they would like.

  
  Sincerely,
  
  ****** *******