ComplaintsforElements Therapeutic Massage

• Initial Complaint

  07/22/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Enrolled in wellness program. Wanted to end program in December. Elements told me they would not charge my card during the pandemic. I received a call in March telling me they needed a new card because my old one had expired. I informed my understanding that I wouldn't be charged and Elements informed me I was misinformed. I asked to speak with a manager. I had yet to hear from a manager up to July 22, 2021. I called to speak with someone about this. I was told that because I canceled my contract I would not receive my 2 massages I previously paid for, but did not use. Elements informed me that I had 60 days to use those massages, so they are now expired. Elements claims I was informed of this when I signed my cancelation contract. I never signed that form so I asked for a copy. I was informed that management couldn't speak and would call me back today. I believe I will not receive a call.

  Business response

  08/30/2021

  • **************** enrolled and signed a contract to join our Wellness Program in 2017 (see attached signed document)
  • **************** states he had wanted to end his membership in December, for which as his contract states he can do anytime with 30 days written cancellation notice. No cancellation form was requested or sent to us by ****************. 
  • As per notification sent to all members, we suspended credit card charges for a period of time in 2020 during the temporary closure of the business due to the pandemic and MA state guidelines. There was no statement, written or verbally issued that **************** or any member's monthly dues would be suspended (unless requested in writing), as long as the business was open and operating.
  • **************** had failed to keep a valid credit card on file (a requirement of the membership program) and was contacted multiple times with a request to update his account with a current credit card
  • **************** was informed that on 6/22/21 that he had two massage sessions on file that needed to be used by 9/30/21 as per the 60-day span noted in his contract
  • **************** was contacted by our studio Manager, ***** on 7/22/21 and was informed he had two sessions on file to use. He would not provide an updated credit card which is required of anyone (member or non-member) when scheduling a massage. The manager made an exception for **************** which seemed to be agreeable to him.
  • From the final notes posted on ******************** account, it appears that he was satisfied with the outcome of his discussion with our studio manager on 7/22/21. 
  • I left a voice message on 8/27/21 for **************** to verify that he is in agreement. I have not heard back as of 8/30/21

  Thank you.

  *******

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