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Business Profile

Therapeutic Massage

Relaxing Touch Massage

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Therapeutic Massage.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/27/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    On March 14, 2024, I visited Relaxing Touch Massage to get a brochure of their services and to make an appointment for a massage. In talking with the woman at the desk, I let her know that my husband had given me a $100 gift card in May, 2023 for Mother's Day. She told me that the gift card was no longer valid because it had been too long. I responded by telling her that in the *******************, gift cards do not expire. She then said that "we" are new owners so it was no good. I told her that even if the company changed hands, gift cards should be honored. She said no. I told her that this was not a good way to do business and that I was going to file a complaint. She offered to give me a massage "right now" for free, but that she also had to handle the front desk at the same time. I told her that this was not a good time and her offer under those circumstances was not acceptable. I stated, "so are you going to honor the gift card" and she said no. I told her that I would be filing a complaint. I am attaching a copy of my credit card statement showing a charge of $79, My husband believes that he paid the $21 balance by cash but would no longer have a receipt for that. The cash was from one of our kids.

  • Initial Complaint

    Date:04/11/2023

    Type:Customer Service Issues
    Status:
    Resolved
    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.
    We signed up for a couples membership about 3 years ago, using female therapists for both my husband and self. The business changed ownership about 6 months ago. They have only 1 female therapist and few others. It was impossible to make any couples appts and still difficult to make even single appts. My husband tried to book with the female therapist but she was only available for a single appointment in 4 months. (Set appointment in February for June) We pay monthly. We worked with them to temporarily stop our monthly payment but their therapist situation has not changed. We want a full refund. We sent two emails requesting refund of membership fees totaling approximately $1,000. We followed up with phone calls as well. We only reach their office staff, not the owners. They are unable to meet their contractual obligations so we want full refund and cancel membership.

    Business Response

    Date: 04/21/2023

    Good Afternoon ******, 

    My name is ****** with Relaxing Touch Massage, we received a letter about a complaint ID number ********. I am emailing you over the contract that ***** ******** had signed when joining the membership. The contract states they have to give a 30 day written notice to cancel contract, once cancelled they have 60 days to use unused services and no refunds will be given for  any unused services. 

    Thank you.

  • Initial Complaint

    Date:10/26/2022

    Type:Customer Service Issues
    Status:
    Resolved
    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.
    I've maintained a membership with Relaxing Touch Massage for approximately 5 years. Over the past couple of years it's become incredibly difficult to schedule our regular 90 minute couple's session with deep tissue treatment (an advertised treatment, see attached). The attached email exchange between owner **** ****** and myself shows my latest attempts at scheduling deep tissue massages and conflicts that I've encountered. We keep getting scheduled with *****, a therapist that is unable to provide deep tissue treatments due to a health/physical impairment. In one of his responses, **** informed me that he "just went through the entire schedule and there is no openings with any one else but *****. You either cancel all appointments or hope for a cancelation. I'm sorry but that's the best I can do. If you need to cancel your membership over all this I will understand and I will make it a point to give you ample time to use your remaining 15 session." I then requested a refund and to cancel my membership. In response, **** informed me that I will NOT be be provided a refund and that I only have till April 14. 2023 to use 13.5 sessions (a sudden unexplained decrease from 15 sessions). This business has proven that they're NOT able to provide the service that I've been paying for and I hereby request a full refund of the value of my outstanding 15 sessions.

    Business Response

    Date: 11/03/2022

    Hello ******,

    I am **** ******, owner of Relaxing Touch Massage. Please see the attached documents in regards to ***** ******** claim. There you will see on her agreement that she signed stating that there are no refunds for remaining sessions after canceling her membership on  10/24/22. Also in the contract, it does not mention that the membership she is on is a "Couples" Membership. She  contacted my clinic to book out the remaining sessions before the expiration date 1/13/23. We normally give our clients 60 to 90 days to use the remaining sessions but because of her concerns we extended the expiration date to 4/13/23 allowing her to use the remaining sessions.  As you can see, she did indeed call and we were able to book her appointments. Please see the signed agreement and also her future scheduled appointments with ALL 15 of her remaining sessions with her husband. We worked with her and were able to get her and her husband booked. As far as far Relaxing Touch Massage is concerned the issue has been resolved and there is no refund due.

    If there is anything else you need, please contact me.

    **** ******

    Relaxing Touch Massage Inc.

    34366 Yucaipa Blvd Ste E

    Yucaipa Ca. 92399

Relaxing Touch Massage is NOT a BBB Accredited Business.

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