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:12/31/2023

  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.

  I was charged $265 for services that were never rendered. I am a service member, and I was called back to my base earlier than anticipated. As a result, I needed to cancel my massage appointment. The business cancelled my appointment, and then immediately thereafter, charged my debit card. They need to return my $265.

  Business Response

  Date: 01/02/2024

  ***************************** scheduled two appointments with Arlington Therapeutic Massage and Energy Healing. She attended the first appointment but canceled her second appointment outside of the cancelation window with less than the 48 hours' notice required per our policy, which she agreed to.
  
  The cancelation policy is posted in several locations; the business website, the initial appointment confirmation email, each appointment reminder email and the Client Intake form. She agreed to the cancelation policy as a condition of doing business with us and have attached screenshot copies of the cancelation policy on the website, the initial appointment confirmation email as well as the Client Intake form she completed agreeing to the cancelation policy.
  
  Further, we are submitting email communication as well as a business review ***************************** left us as evidence of her harassment towards our business in which she calls us a disgrace, cheater, swindler, liar, deceiver, and states we are weaponizing our policy. We find ********************************* highly-charged language to be highly concerning, unacceptable, unprofessional and unbecoming of a military service person she claims to be.
  
  We pride ourselves on running a small business with integrity. Our policies are in place to protect our time and that of any waitlisted clients. Unfortunately, cancelations outside of the cancelation window do not always allow us to backfill openings and ***************************** was charged the applicable cancelation fee for the service she scheduled but did not provide sufficient cancelation notice for, in accordance with our cancelation policy that she agreed to.
  
  Thank you.
  

  Business Response

  Date: 01/02/2024

  I am attaching the copy of the Client Intake form. Towards the bottom, ***************************** agreed to the cancelation policy. Thank you.

   

• Initial Complaint

  Date:04/18/2023

  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.

  Hello I started going to the owner last year for chronic TMJ and Reiki. She suggested cupping and helped me immensely. In December she said she was having another lady come and I may have to switch because of schedule conflicts. I said I wouldn't be comfortable with that. She said ok. Then sent an email out that her prices were going up but you can buy a package with old prices at $1850 for 10 making one session $185 so I did because my pain went away with her treatment. I have a 10 year old and my schedule was getting crazy and the owner of place ********* schedule was getting crazy too. I was afraid my package would expire so she said try this 3rd girl I hired. So I agreed it wasn't the same experience. She concentrated only in one area which led to a build up of toxins in that area and I was in pain the next day. So at this point I have used 3 of my sessions from package 2 with ******** the owner and 1 with *****. I complained I didn't get relief so she said try ******. So I did this past Saturday needless to say she was horrible I was in pain leaving that day and she had music in her ears which I could hear. So I complained again. At first ******** was going to treat me but then texted me back and said I was complaining too much and no one else had ever complained about ****** wearing ******'s playing music while she worked or her approach to cupping and massage. So she credited me back the $1850 for the package because she said she couldn't do a partial and charged my card for 4 sessions without even asking me. She did this because she didn't want to reconcile with me that her workers were t adequately taking my pain away. I was willing to be credited for one bad visit but she wouldn't stand behind her services to help clients and ran my credit card illegally for 4 sessions when she should have just charged me for 2 or at most 3. It is unprofessional to run someone's credit card without permission as well as to have airbuds in blasting while serving clients

  Business Response

  Date: 04/19/2023

  BBB,

  Even though our packages are NOT refundable, ************************* was refunded for all unused services. She disputed two additional services she RECEIVED with her bank, and her bank ruled in FAVOR OF ARLINGTON THERAPEUTIC MASSAGE AND ENERGY HEALING LLC. Documentation is attached herein. 

  This matter is considered resolved.

  Thank you.

  Customer Answer

  Date: 04/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I was an unsatisfied customer with the services rendered. Both massage therapists did not relieve me of my pain where as the owner ******* was able to. She kept telling me to try her other therapists because of scheduling conflicts on both our ends. It is also unprofessional for a massage therapist to wear headphones while doing reiki on a client as well as massaging/cupping a client. If the client had to talk with the therapist there could be an issue. Bottom line the business should try to resolve the customers issues with services rendered. The credit card company was only looking that I actually had lousy service done but still was serviced so said charges were valid. But the owner as a professional should try to work with the customer if they are dissatisfied with the service. If a hairdresser ever messes up peoples hair or doesn't do what client wants they redo it. Initially ******* the owner was going to do the service for me because of my dissatisfaction and let me finish my package with her but then she got upset because I asked her to add 1 pack to my package and let me have 1 back for the 2 services I walked out in pain with as well as could hear ******'s music from her headphones making my experiences were  not relaxing, the cups kept popping off from my back because she was putting too much oil, and I walked out in pain. ******* also disregarded my feedback and said no one else ever complained about her therapists or ****** wearing headphones which I feel is amazing if people can relax to rap music. 
  
  Regards,
  
  *************************