Business ProfileforElements Therapeutic Massage in Centennial

I called Elements Massage on October 9, 2023 to place my account on hold because the last two scheduled massages were canceled by the provider and I was backed up on using my massage credits. I was told I had to submit a hold form, I was emailed a blank hold form and requested to complete the yellow highlighted areas. I completed the form and returned it to Elements Massage on October 11, 2023. Elements Massage did not communicate any sort of policy restrictions or confirm any duration limit to placing my account on hold so it was my understanding that it was placed on hold indefinitely until I could use up my surplus massage credits. ******* 15, 2023 my credit card was charged $89 by Elements Massage. When I called to request a refund because my account was on hold, I was told that my account was only on hold for 3 months so they would not process a refund. I have a copy of the original form that I submitted to Elements Massage and after reviewing my emails I am unable to find any sort of communication stating that the hold policy duration was limited to 3-months. I requested the Manager, ***********************, to provide proof this policy was communicated at the time I placed my account on hold or that my on-hold request was only limited to 3-months but she was unable to produce such documentation. The charge that hit my account in ******* was not an authorized charge and I believe Elements Massage is conducting unfair and predatory business practices and I would like to report this behavior to the BBB seeking a refund and as a warning to others who might otherwise not be aware of these practices.