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:06/10/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Aug 26 2024 I ordered and paid for a massage the therapist said they were running a few minutes behind because of traffic and was texting me the then never showed up and terminated communication. I contacted Zeel customer support and they never responded but closed my account and never refunded my money.

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  They never gave me a massage because they couldn't find a provider on the day and time I specified. They charged me (a holding charge) and it is still pending in my bank account 7 days later. I called the customer service phone # which is incorrect on their website (someone else posted the correct phone #) and when you call it automates to a recording that tells you to text or email them, then hangs up. When I sent them a text message they told me to contact my bank account (which I will be and tell them to block any and all charges from ZEEL). I will never use their services and will tell everyone I know how terrible this company is. I pay regularly for massages and spend good money on them. They just lost a potential client and good referrals from me forever.

  Customer Answer

  Date: 05/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I received the money back in my account but I will still not ever be doing business with Zeel, nor will I be recommending them EVER. Terrible customer service practices and no one live person to speak to. They need to get their customer service figured out and answer their phone calls instead of having an automated message that directs you to no one and hangs up on you every single time, even during business hours.
  
  Sincerely,
  
  ******** ******
  
  
  
   
  
  

• Initial Complaint

  Date:04/21/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I used Zeel for several years, and I was mostly satisfied with my experience. The therapists were hit or miss. Some were fine, others less so; but for the convenience of having an at home massage, I was willing to accept some inconsistency. Recently, however, I had an absolutely abominable experience. The therapist abandoned the session even before meeting me, then went ahead and charged me for the experience. When I complained to Zeel, they not only failed to respond. They locked me out of my accountalong with whatever massage credit I had saved upso now Im out a few hundred dollars, Ive been kicked out of a service that I sort of enjoyed with no explanation whatsoever, and of course Im even more stressed now than I was when I made my Zeel appointment.

  Customer Answer

  Date: 05/16/2025

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Zeel has been resolved.

  However, the resolution is entirely the work of my credit card company, and not at all the work of Zeel, which never responded to my complaint and never explained why they unilaterally cancelled my account.  Needless to say, they never compensated me for the aggravation and waste of my time.  Its only because my credit card company has good customer service that I was able to get my money refunded at all.  Without them, I would have gotten screwed out of a few hundred dollars.  

  
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:04/16/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  ***** applying to become a provider was given zero reason why i cant become a provider. They said theres no work even tho theres ads on indeed. Im highly discriminated against. Im refused to reapply they wont let me. I need something to make this right. I need work times are hard.

• Initial Complaint

  Date:10/04/2024

  Type:Product 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.

  Zeel, a massage therapy provider contracted by the **, has been unresponsive to multiple attempts at communication from both myself and the VA over the past several weeks. Despite the VA submitting an active consult to Zeel on August 26, 2024, and again on September 24, 2024, I have not received any response regarding the scheduling of my appointment. I have made numerous attempts to contact Zeel, including: Sending multiple emails to their support team Leaving several voicemails Attempting to escalate the issue through their VP of Clinical Operations The lack of response has resulted in delayed care, causing me to be in pain without treatment for several weeks. Additionally, there seems to be confusion on Zeel's side regarding the consult, despite it being provided multiple times by the VA. The desired resolution is for Zeel to: Schedule my massage therapy session promptly Improve their communication with customers and the VA Implement better processes to handle consults and appointment requests I have attached email correspondence documenting these issues and the attempts at resolution.

  Business Response

  Date: 10/16/2024

  Hello *** ************ ****************** ******** ****** ******** **** ***** ************ *********** **************** ********** *********** ********** ***** *********************** ***************** ***************** ******* *** ******First and foremost, thank you for your service to our country. Unfortunately, Zeel does not have an active referral for you in our system. Per the *********************** all communication must go through them when no active referral exists. Please reach out to your local ************** representative for more information. Thank you again.

  Customer Answer

  Date: 10/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Hello *****

  The active consult was sent to your team twice within the last month by the VA.

  I have re-attached the active consult with consult information onto this response sent on 9/24.
  

  As of this message, the consult is still active.

   

   

   

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 11/04/2024

  Hell* *** ********************************************* does not have an active consult for your treatment at this time. The last active referral assigned to Zeel was returned to your ** at their request. Please reach out to your local ************** representative for more information. Thank you for your service.
  
  

  Customer Answer

  Date: 11/13/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  

  
  

  Hello BBB,
  
  I request my personal information not be placed public, due to it being medical related.
  
  As for the business response, I had provided BBB/Zeel uploads for the active consult the VA had sent Zeel several months ago, which is still active.
  
  I have not received a response back from Zeel since my upload. Could you please confirm that upload was received?
  
  Thank you
  ****

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

• Initial Complaint

  Date:09/27/2024

  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.

  Impossible to cancel! I have been trying to cancel their membership since 2021, I thought actually it was cancelled and it wasnt, I just realized they have been charging me every month and. Now I have a credit of $1400, and I dont even get massages from them anymore. I need them to stop charging me and to refund my money. But it is impossible to get a hold of anyone in that company.

  Business Response

  Date: 09/27/2024

  Hello *****, 
  
  Your account was closed, your membership cancelled and credit balance refunded on 9/24/2024 when you reached out to our support team for assistance. 
  
  Please let us know if we can be of any further assistance. 

• Initial Complaint

  Date:09/18/2024

  Type:Product 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.

  I am owed $225 dollars from this company who refuses to return my money to me and wont answer any calls or texts or emails. I see this is par for the course for them and will be telling the VA about how the s**** over people that use their services and then when they are owed money because their services where horrible and ask my money they refuse!

  Business Response

  Date: 09/20/2024

  Hello *******,
  
  You have been properly compensated for all of the completed appointments that occurred during the time you were a provider in the Zeel Medical Network. We are extremely proud of the service we provide to our veterans including the decisions we occasionally make with regard to removing providers from the network when necessary. 
  
  We are sorry to hear you are displeased with your current status but do wish you all the best. 
  
  

  Customer Answer

  Date: 10/21/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  No my complaint was not resolved, they did not state anything. I am a domestic violence victim and one of my abusers called Zeel and started drama. I have a screeshot as proof and then they just took me off of the provider network. Never answered an email, text or call from myself or the veterans. When you ****** thier reviews as a company to work for they are terrible and this is what they do all the time. Drop the most liked and sucessful massage therapists and leave them struggling financial. Trying to get them taking off from VA and **************** Insurance.

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

• Initial Complaint

  Date:09/05/2024

  Type:Billing 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.

  Zeel makes it nearly impossible to cancel their subscription. After one cancelation I thought it was successful but when my expired credit card was renewed it started back up again. The site is very difficult to navigate when it comes to anything related to customer care. Tried to find a phone number to call however, I keep getting funneled to a Veterans only customer care line. I have emailed and gotten no response. This has been going on for years and I have been charged several thousand dollars for a service I have tried to cancel several times. It seems like you are cancelling only to learn it will start back up over and over again. This is the first company I have ever sent a complaint letter and certainly the first BBB complaint and I feel a sense of frustration that it won't matter or change anything. How in the h*** do I get off this financial merry-go round? I think my only option is to go back over the years and dispute every transaction if that is even possible I have no idea. This company is so predatory I am not surprised to find they don't have BBB accreditation and have an abysmal score.

  Business Response

  Date: 09/20/2024

  Hello *******, 
  
  Our support team received your request to cancel your membership and receive a refund on 9/4/2024 and promptly addressed your concern. Your membership was closed and a refund totaling $3,360.64 has been issued. 
  
  If you have further questions or need assistance with your account, please reach out to us at *********************************************************. 

• Initial Complaint

  Date:04/08/2024

  Type:Billing 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.

  I paid for 2 massages. One for me, one for my roommate. The therapist was late. So ok. It was supposed to be 1 therapist, back to back massages. She went out to her car. 20 min. pass. So I went out and she was backing out to leave. ***. Very unprofessional. She said she feared for her safety. I truly believe she was just out to rip people off. This is FL. A melting pot. Two children live w us. I truly believe she was smoking crack. Worst experience ever. Then she charged my account almost ******. REALLY. Of course my bank reversed the charges. Stay away from Zeel. They are scam artists. Oh what a night. ??????????

  Business Response

  Date: 04/22/2024

  Hello *******, 
  
  Thank you for letting us know of your experience. We have received your chargebacks and will ensure appropriate action is taken. In keeping with your request on this complaint, we will not contact you any further. Have a good evening.

• Initial Complaint

  Date:12/20/2023

  Type:Product 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.

  I canceled my membership August ******************************************** the Zeels help section; when clicked, it takes you to (************) and you fill out the form to cancel. I did this several times and was still being charged monthly. I finally found where I could text Zeel, after searching all over for a phone number to speak with a human. I text Zeel several times, and their response was: Thank you for contacting Zeel; we are forwarding your message to the appropriate team. They will get back to you via email as soon as they have reviewed your request. We appreciate your patience." I never received any emails from Zeel. Eventually, they stopped my monthly fee in November 2023, but I still havent received my $1445.50 credit in my account. I would like my money back, my patience is wearing thin.

  Business Response

  Date: 12/20/2023

  Hello ****, 
  
  Your membership was cancelled on November 10th, 2023, when you filled out our membership update form and a cancellation confirmation email was delivered.
  
  As per the Zeel Membership Agreement, membership credits are non-refundable. They will never expire and can always be used towards in-home appointments or gift card purchases. 
  
  If you have any questions, please let us know. 
  
  Thank you.