Complaints

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:27/07/2022

  Type:Customer Service 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.

  July 19,2022 I was booked for acupuncuture, I arrived on time and I noticed the outrageous fee amount $130! I was not aware of this charge, I thought was less 70-80 dollars, I explained to the Acupuncturist and to the business owner ( ******** ******) that I would not be able to pay that amount out of pocket(I do not have private insurance)and maybe i can get a discount? they both said yes we'll give you 50%! I was happy that both showed understanding, instead they asked me to swipe my Debit card on their machine and charged me $65 Now they said you can go home! I was in shock I could not believe that after I paid what they said they are asking me to leave the office without any service provided!!! they said: this was a cancellation fee, now your appt is cancelled as you 'did not show up'? I could not believe what I was hearing....I said I am here and I want service for the money I just paid! they again said no , there is no time as you were booked for 90 min....I said fine, you can still give me acupunture for 45 min....they both refused! I asked again for money back, and i was rejected and invited out of the premises!!! * *** ******* ****** **** **** **** ****** ******* ** * ***** **** ***** ********* ** *** ****** ** **** ******** ******* *** ************* ***** *** *******

  Business Response

  Date: 03/08/2022

  Here is my response to the complaint. This client has already filed a complaint with my college in regards to this issue. I have included a copy of her complaint as her primary focus when she complained to the college was not that we were ******* her of her money. I have also included my response I wrote to the college in regards to this situation. 

  Just to be clear, we have never offered discounts to any customers as we cannot discount our service for every customer. 

  I know this client is asking for a refund however the funds have already been paid out to the sub-contractor who was there to provide ****** with a service when ****** asked to cancel her appointment as she couldn't afford the entire cost of treatment. 

   

  I also wanted to include a time line of everything. 

  July 19th -****** showed up for her appointment, then cancelled because she didn't have the funds

  July 21st - I received an email from the **** that ****** had filed a complaint against myself

  July 26th- I sent my response (that I attached in the previous email) to the ****

  July 27th- After receiving my response, ****** then filed a complaint with yourself (Better Business Bureau)

  July 29th - I received the letter from The Better Business Bureau in the mail

  Aug 2nd- I received a response from ****** (a response to my response) I have also attached that to this email. 

  Aug 2nd 9:30pm- I wrote a final response back to the college stating 

  " My personal business card(********) is an old business card from years ago when I was the only practioner at the clinic and I was at a different location. I have since decided to expand the clinic to include other modalities and we needed to move location. So instead of "massage therapy clinic" I changed the name to "wellness Centre" so the public doesn't think we just offer massage therapy. 

  
  

  I have also updated the consent form as I hadn't realized that it had our old office address on it. 

  
  

  Thanks for your time,

  
  

  Thank you for your time. 

  
  

  Sincerely,

  ******** ******, RMT

  Back in Balance Wellness Centre

  Customer Answer

  Date: 04/08/2022

  
  Complaint: 17617358
  
  I am rejecting this response because:
  They did not provide any service for the money charged on my debit card nor offered a different cheaper service for a later date.

  Charging a customer's debit/credit card without providing any service is Fraud. No business should be allowed to take peoples money just because they have 'rules' in their office! Most likely those rules are changed if comes to their own friends or family members.

  Just like retail business where there is no customer satisfaction, monies are refunded.

  I want my money back as I would not trust those 'professionals' and I will never return to their business.

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