Complaints

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

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  painPro

  705 1112 West Pender St Vancouver, BC V6E 2S1

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  painPro

  582 885 Dunsmuir St Vancouver, BC V6C 1N5

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  painPro

  100 10366 136A St Surrey, BC V3T 5R3

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  painPro

  495 555 West 12th Ave Vancouver, BC V5Z 3X7

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  painPro

  2148 4710 Kingsway Burnaby, BC V5H 4J5

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:30/12/2024

  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.

  Hi! I am writing to lodge a complaint regarding an incident that occurred at PainPro, located at *********************************, during a massage therapy session on 12 pm, December 23, 2024. I believe the clinic has acted negligently and failed to resolve a matter involving damage to my personal property.During the session, I brought my phone with me, as I was not informed beforehand that I should place it aside or that bringing it with me might cause any issues. While I placed my phone on the chair during the front treatment, it unfortunately got caught in the chair and fully cracked when the massage table was *********** no point before or during the session was I informed of any policies or given instructions about the proper placement of personal belongings. Consequently, my phone, which was in perfect working condition before the session, was caught and fully cracked during their service.I immediately had the damage assessed at an Apple Store. Despite my polite request for the clinic to take responsibility to cover the repair fee, they have refused to provide any compensation, claiming that they do not insure lost, stolen, or damaged items. However, their website and documentation lack any explicit policy requiring clients to assume full responsibility for their personal belongings during treatments.I feel this situation demonstrates a lack of due care and communication on the part of the clinic, resulting in a financial loss for me as a customer. Their refusal to resolve this matter is concerning and seems contrary to fair business practices.I am happy to provide any supporting documentation, including: 1) The damage assessment report from the Apple Store. 2) Email correspondence with the clinic, which include details of the incident and how it transpired. 3) Picture of the damaged phone.

  Business Response

  Date: 09/01/2025

  Good Afternoon
  Unfortunately your first request did not get to me and the second request was just forwarded today. This patient also posted a 1 Star Review on ****** along with a similar story to the one she told you. The following was her review followed by my response. The patient promptly removed the review within hours of my response. There were details not included in my response that related to her being disruptive in our clinic waiting room for almost 3 hours. We have extended the greatest kindness, understanding, and time to this individual.

  Yunnn
  1 review6 photos
  
  51 minutes ago
  New
  I had a terrible experience at PainPro. During my massage with RMT ***** **, my phone was badly damaged because of their carelessness. I left it on a chair during the treatment, and it got caught and completely cracked when ***** adjusted the massage table.
  
  Whats worse is how the clinic handled it. They refused to take ANY responsibility, saying they dont have insurance for customer property and cant offer any compensation but its not my problem that they dont have insurance! They even implied it was 100% my fault for not holding my phone the entire time seriously, how is that even possible? Their dismissive and unprofessional response was beyond frustrating.
  
  As a paying customer, I expected better care and accountability. This whole situation could have been easily avoided with proper communication or basic precautions. Instead, Im now stuck with an $872.48 repair bill for something that wasnt my fault.
  
  If youre considering PainPro, think twice. Their lack of accountability and terrible customer service is unacceptable. Ill never be going back.
  
  
  Photo 1 of 2...she included the same pictures of her damaged phone on the ****** review 
  
  This was my response to the patient: (within hours of her original review on Dec 23, 2024)
  Thank you for expressing your concerns regarding this unfortunate incident. The details outlined in your review of the event vary slightly from the information our decision was based on. The basis for our decision was grounded in the following set of facts:
  1) The therapist, or any clinic staff, had not touched your phone nor were they aware of the location you placed it.
  2) You state the phone was put on a chair which doesn't explain how the phone got damaged on the treatment table. The damage being claimed was caused by a "crush" accident which reflects that the phone was placed on the frame of the treatment table and not a chair.
  3) You indicate this situation could have been avoided with proper communication. We are unsure what type of communication would have been appropriate given no-one from painPRO had touched your phone or even knew where you placed it. As a company we've supported independent health professionals who have collectively provided over ******* accident-free treatments involving cell phone damage.
  4) You state incorrectly that we claimed there was no insurance coverage for the loss. Had the damage been a direct or indirect result of any staff or therapist negligence your loss would have been compensated.
  5) The therapist, out of kindness and concern, had offered to compensate you the entire amount he earned as a way to help offset your loss that resulted from the improper placement of your phone. This offer was provided not as a sign of guilt but out of concern for your loss.
  
  We hope this better explains our position and the decision made. Although this doesnt reflect the outcome you desire, we remain proud of our dedication to making decisions based on a full review of any incident. We have on many occasions compensated individuals for errors and/ or omissions caused by company staff or independent healthcare providers working under the painPRO brand.
  
  Kind Regards
  **** **********
  Owner/ Founder
  
  If the BBB wishes further clarification please reach out to me at *****************************************************************************

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