Complaints

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

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Unihealth Therapeutic Centre has 9 locations, listed below.

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  Unihealth Therapeutic Centre

  40 3195 Granville St Vancouver, BC V6H 3K2

• 

  Unihealth Therapeutic Centre

  201 3242 Westwood St Port Coquitlam, BC V3C 3L8

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  Unihealth Therapeutic Centre

  1280 8888 Odlin Cr Richmond, BC V6X 3Z8

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  Unihealth Therapeutic Centre

  429 Pacific St Vancouver, BC V6Z 2P5

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  Unihealth Therapeutic Centre

  201 3242 Westwood St Port Coquitlam, BC V3C 3L8

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:08/03/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  Back in July and Aug 2022 I purchased massage packages with this place. I did not get to finish the sessions I purchased. I was not satisfied with their massager and wanted to switch so I made an appointment with a new massager. And then they had to cancel my appointment because the one I'm switching to went out of city for a couple months. So I decided to go to other places and I did not go back. Until recently I remembered I still have many sessions with them that I have already paid. I reached out to them to book an appointment they refused to book me in and wanted me to pay $88+GST to reinstate my "membership" with them in order to use my paid massage sessions or buy more massage packages to gain complementary membership to access my paid seasons. I think this is completely rip off. I do not want to use their services anymore and asked for a refund and they say it's been more than a year and they cannot give me a refund. I believe this is not lawfully right. Please help. Thank you.

  Business Response

  Date: 27/03/2024

  1. Regarding the renewal of membership: It was clearly explained to her during the time when she first joined and also clearly printed on our information handout and treatment service plan displays (refer to attached for reference) that an active Unihealth membership is a prerequisite for the use of our treatment packages. 
  

  2. Regarding her request for a refund on the treatment package purchased in 2022: We would like to clarify that our refund policy stipulates that refunds are not provided for packages purchased more than a year ago. Given that it is now 2024, the timeframe for refund eligibility has far lapsed.
  

  To quote from the Business Practices and Consumer Protection Act - BC Laws(3) If a supplier receives a demand for a refund, the supplier must refund to the consumer, within 15 days after the supplier received the demand, all money received in respect of the unsolicited goods or services.

  Hence, asking for a refund after 2 years is not compatible with BC and our policies.

  3, Regarding her concern regarding practitioners: When she joined, there was NOT any agreement or obligation on our part that her massages were solely performed by a specific practitioner.

  In conclusion, we will not be giving her a refund. She is still welcome to return and use her treatment service plan UPON renewing her membership. Otherwise, the treatment service plan will EXPIRE after 3 years from the purchase date.

  Customer Answer

  Date: 28/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I checked my credit card statement and it appears that the purchase was made on Aug 10 2022 which is less than 2 years. and I have never used any sessions. according to your quote of the clause of the bylaw you should have provided my my refund within 15 days from Mar 6th, the day I asked for a refund.

  Sincerely,

  
  *****************

  Business Response

  Date: 28/03/2024

  Thank you for pointing out the EXACT date. Therefore, If you had requested a refund WITHIN 15 days of your purchase, which is AUGUST 25, 2022 then we would have proceeded the refund.

  Hence, to repeat, there will be NO REFUND for your treatment package.

  Customer Answer

  Date: 28/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I can't believe I'm arguing about understanding of a sentence. You literaturly quoted " If a supplier receives a demand for a refund, the supplier must refund to the consumer, within 15 days after the supplier received the demand"

  I'm the consumer, you're the supplier. You must refund to the consumer within 15 days from the date I make the demand for a refund. ??

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

  Customer Answer

  Date: 28/03/2024

  According to the business's message he wrote "To quote from the Business Practices and Consumer Protection Act - ** Laws(3) If a supplier receives a demand for a refund, the supplier must refund to the consumer, within 15 days after the supplier received the demand, ......., so the business should refund the consumer with 15 days from the date he received my demand for a refund, not 15 days from the purchase date. My demand for a refund was sent to the business on Mar 6th 2024 via email. 

  Also, I'd like to clarify that, I have not used any of the sessions I purchased, due to the massager I wanted to book with was not available before I had to switch to other service providers. I was also not informed that I will not be able to access the package I paid for after some time. I was told the membership was free with package purchases. 

  I am not demanding for a refund for a used service, I am simply demanding for my money deposited for expected services that did not take place. I think it is a reasonable act for the business to refund me.