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: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. 

• Initial Complaint

  Date:11/27/2023

  Type:Sales and Advertising 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.

  Unauthorized charges. I bought a gift and they seem to add a monthly recurring charge without my knowledge

  Business Response

  Date: 12/14/2023

  Hello ******, 
  
  Your membership was cancelled and the incurred charge refunded by our support team on 11/24/23 when you contacted us via email. 
  
  If you see any lingering charges on your card, or have not received your refund, please reach out to us at ******************************* so we may be of further assistance.
  
  Thank you.

• Initial Complaint

  Date:07/05/2023

  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.

  Massage therapist arrived late. I was xordial and offered to help her carry things in to my home. She declined. I showed her where I would like her to set up, she liked the space and said she had plenty of room. I left and asked her to set-up an come get me outside when done. She Left with no explanation. Business refuses to give me an explanation for why she left.

  Business Response

  Date: 07/05/2023

  Hello *****, 
  
  We periodically review accounts for violations of our acceptable use policy. If your account is removed, any outstanding non-marketing credits will be refunded and any memberships will be canceled without penalty.
  
  For further support, or if you believe your account was removed in error, please email ******************************* from the email associated with your Zeel account.
  
  

  Customer Answer

  Date: 07/06/2023

  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:

  I have not been provided with an explanation for what happened.  I want to know why the therapist left without saying anything.  The reply only says they are cancelling my membership, which is just adding insult to injury.  I DID NOTHING WRONG.  The business owes me an explanation.   In addition, I expect a full refund and did not plan on EVER using their service again.  They are unprofessional and do not properly screen their therapists mental health, putting customers at risk.

   

   

   

   

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

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

  Business Response

  Date: 07/13/2023

  Hello *****, 
  
  We periodically review accounts for violations of our acceptable use policy. You were not charged for your 7/1 appointment and any outstanding membership credit was refunded to it's original form of payment. 
  
  At this time, we are unable to provide additional information surrounding your appointment on the first of July. 
  
  Thank you.

  Customer Answer

  Date: 07/15/2023

  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:

  They have not provided an answer regarding the reason their therapist left without notice.  In addition, they have removed me as a future customer.  So, not only was I treated unprofessionally by their staff and management, I am now also being removed as a customer when I have done NOTHING WRONG.  It is just adding insult to injury at this point.  What kind of company treats a long term customer this way?! 

   

   

   

   

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

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

• Initial Complaint

  Date:05/09/2023

  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 set up a membership and had 1 appointment set before the company cancelled. I waited 24 hrs never got another set. I cancelled my membership and college a refund. Fast forward several months later the company has hit my account for a claim reversal. I am now over draft for a refund I received over a month ago after I cancelled my membership. I will also be taking this to the attorney general for fraud.

  Business Response

  Date: 05/09/2023

  Hello *******, 
  
  Our records show that you enrolled in your membership on 3/26/23. We have no record of you contacting us through chat, text, or email to receive a refund or cancel your membership. 
  
  Our payment processing partner received notice of a chargeback you initiated on 4/18/23. We terminated your membership and processed a refund for the charge within a week of being notified of the chargeback. We responded to the chargeback informing your financial institution that the charge had been refunded from our side. 
  
  Nothing has been charged by Zeel since your initial membership charge on 3/26/23. 
  
  I've attached a confirmation of your refund. 
  
  If you need further assistance please reach out to ** at *******************************. 

• Initial Complaint

  Date:03/31/2023

  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 have made multiple attempts to contact Zeel. Email, phone, tweet, chat etc. I had a subscription and I am not being charged any longer without any notice from Zeel and I can NOT log into my account to find any answers. I have made several attempts to change the password to log in to my account and each time it will not work. I have tried to contact Zeel with no reply to any messages and am unable to reach anyone to find out what is happening to my account or why I can't log in. Is this company still around? What is happening and why I reach anyone from any form of communication or access my account? I have been trying for several weeks. Can someone please help me?Thank you

  Business Response

  Date: 04/03/2023

  Hello ****,
  
  We periodically review accounts for violations of our acceptable use policy. If your account is removed, any outstanding non-marketing credits will be refunded and any memberships will be canceled without penalty.
  
  For further support please email ******************************* from the email associated with your Zeel account.

• Initial Complaint

  Date:03/20/2023

  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.

  This is the worst company ever! Seriously. I have tried to cancel my subscription 10 times! I have been disregarded and put off to other chats and Ill get back to you, emails. I cannot fathom why this service exists in such an unprofessional manner! I submitted the so called cancellation form, over 10 times. And yet, still, I was charged. My subscription is still active and NOT cancelled! Its ridiculous. The only way to cancel is to go through a survey type form. The form submits..and then, nothing. Extremely frustrating. Not professional. Not user friendly. Not ok. I would like my subscription canceled and I want my refund.

  Customer Answer

  Date: 03/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *******************
  
  
  
   
  
  

• Initial Complaint

  Date:01/31/2023

  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 am owed a refund in the amount of $467.28 on my membership.

  Business Response

  Date: 02/08/2023

  Hello ******, 
  
  The referenced refunds have been processed and refund receipts were sent to your email on 2/6/23 for reference. If you do not see the funds reflected in your account by the end of the week, please reach out to your financial institution with the provided receipts. 
  
  If you have any other questions or concerns please feel free to reach out to us at *******************************. 
  
  Thank you! 

• Initial Complaint

  Date:11/03/2022

  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.

  From what I understand, this particular person I am referring to isn't related to Zeel but is claiming to be an employee. He is on several scam reporting websites in relation to this business. I received an email stating that there are positions available and to send an email to a person by the name of *********************** on Zoom. We started doing an interview over Zoom chat. Right away, of course, I am suspicious but play along. I answer all of his questions and he lets me know that he's going to "forward the conversation to the hiring department for review" and came back a couple minutes later to let me know that I was hired and that the accounting department will be issuing a check to be sent to my home. After I got this message, it confirmed for me that it was a scam and I blocked Zoom account. I would like to contact Zeel to be able to give them the alias and contact information of the scammer so that they know who is using their information.

  Business Response

  Date: 11/03/2022

  Thank you for reporting the fraudulent job posting. If you have a moment, can you let us know the job ad platform that your resume is posted on?
  We take your concerns seriously and we also suggest you report the scam to ****************************************

• Initial Complaint

  Date:09/26/2022

  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.

  September 24., 2022 I had logged into my account and was setup up a back-to-back appointment for myself. I've used Zeel since I had a car accident in 2018. It has been a lifesaver because I have reoccurring back spasms that occur based on the stress I put on my back for various reasons, like sitting in a straight back chair for too long or sleeping on the badly made bed like a cot. I spent four days sitting with my daughter while she was in the hospital and had to sleep in a cot. I knew if I could get home and make an appointment with Zeel, I would feel better. I was making the appointment and was trying to talk to customer service because it would not let me book the appointment. I was talking to customer service and wanted to ensure that my credit was used before I was charged the $300+ for the back-to-back appointments. Then my entire discussion was gone, and I was told my account did not exist. I tried a variety of times to log back into the account. I tried to reset my password. No, that did not work. I tried to restart an account only to be told that email was in use and to try resetting my password. I was able to start a new account. No problem. They let me set up a new appointment with a new password. but they wanted me to add a new credit card and charge me over $400 for the same services I was trying to set up. I can't get a response from the company on my new email address or if I contact them as a new customer before I set up services. It's as if I don't exist. This was after I was a paying member for over two years as a club member. I want a refund.

  Business Response

  Date: 10/12/2022

  Zeel retains the right to refuse use of its platform for any reason, including but not limited to violation of its terms and conditions of service. Those terms are available on the Zeel application and website and can be accessed by clicking on the attached link: *********************************
  We have closed your account and you will not be charged moving forward. All unused funds were refunded to your credit card on file.