Massage Place Lied about Health Coverage - Can I Demand a Refund?

alkalinity on 23/01/2023 - 11:13
Last edited 23/01/2023 - 13:00 by 1 other user

I recently got a remedial massage at one of these Thai parlours - before paying and before getting the massage, I asked if they covered Bupa as a health provider. The lady said yes, but they didn't have HICAPS, so would need to write me a receipt. I took the receipt, got the massage and later made a claim, Bupa writes back that they had stopped covering this particular parlour ~6 months earlier (i.e., their bupa provider status had expired last July)

I called my bank to do a chargeback but the bank said I should contact the parlour first (this was 5mins ago) - I'm about to call the massage place but wanted to see how far my rights go - complicating factor here is that my health cover would only cover 60% of the total bill.. bit of a weird situation, what does OzB think?

Poll Options

  • 3
    You deserve a full refund - call the parlour if they are unhelpful call your bank again
  • 45
    You deserve a partial (60%) refund - call the parlour if they are unhelpful call your bank again
  • 3
    You deserve a <60% refund (other reason)
  • 7
    You don't deserve a refund because even though you have an issue with insurance, not parlour
  • 11
    You don't deserve a refund (other reason)
Health & Beauty Massage

Comments

  • Caped Baldy on 23/01/2023 - 11:23
    +1

    How much was it?

    I'd leave a review and let it go..

    • alkalinity on 23/01/2023 - 12:24
      +2

      $200 (inb4 jokes)

      • AustriaBargain on 23/01/2023 - 13:05

        It's not like they can put 60% of your (profanity) back in your (profanity).

      • bargaino on 23/01/2023 - 13:31
        +14

        I don't see this story having a happy ending.

  • Seraphin7 on 23/01/2023 - 11:29
    +2

    R&T?

    • Jimothy Wongingtons on 23/01/2023 - 11:30
      +1

      no thats extra mate

      • elgrande on 23/01/2023 - 12:07
        +1

        Hence the 60% only..

      • star-ggg on 23/01/2023 - 12:59
        +1

        Look above. OP paid for extras

  • Jimothy Wongingtons on 23/01/2023 - 11:30
    +1

    I had a big issue with a relatively well known thai massage place in Brisbane and took many, MANY messages and chase up to get a receipt to claim. As on the day they claimed their hicaps machine was out of order.

    So painful as the person had really bad English.. hopefully the place you went to is easier to deal with.

    Unfortunately it's going to be a he said she said it sounds like… I can see why the bank is hesitant to get involved.
    Did they have a sign advertising BUPA cover? If so maybe you have some claim under false advertising or whatever.

    I'd say as much as you press them they're probably going to just offer you a $40 credit towards your next full price massage I bet.
    Either way, let us know OP!!

  • Summoner on 23/01/2023 - 11:33
    +2

    Not sure if they knowingly or unknowingly have done this, but it seems the business made a false claim about their service pricing. So i would contact the business for the refund of 60%.

  • MS Paint on 23/01/2023 - 11:35
    +3

    You said…

    I asked if they covered Bupa as a health provider.

    They heard…

    I want massage

    • Jimothy Wongingtons on 23/01/2023 - 12:07

      shoulda went to specsavers

      (specsavers also offers hearing tests now at select branches)

  • Hardlyworkin on 23/01/2023 - 11:45
    +16

    Doesn't sound like a happy ending.

  • payless69 on 23/01/2023 - 11:54

    Bikies?

  • randomusername2017 on 23/01/2023 - 12:02
    +1

    Part 2…..

    Follow up visit required for overly amicable conclusion.

  • elgrande on 23/01/2023 - 12:10
    +2

    Doubt a chargeback would work - i.e. you got the service.

    Maybe best bet is a fair trading complaint?

  • [Deactivated] on 23/01/2023 - 12:23
    +2

    I'm not with Bupa but my health insurer lists all their providers online so you can check it yourself.

  • holdenmg on 23/01/2023 - 13:12

    https://www.bupa.com.au/health-insurance/understanding-your-… says that Sub limit This is like a limit within a limit. It applies to a very specific service, per person, per year. For example, if you have Your Choice Extras, there’s a yearly limit of $500 for natural therapies. A sub limit applies to massages of $100 per person, so once you have reached that limit for massages, you can no longer claim that year

    $100pa doesn't seem much…
    You got tugged by Bupa even before you went for a Rub.

  • JimmyF on 23/01/2023 - 13:13
    +7

    I called my bank to do a chargeback

    LOL You received the services you paid for.

    I took the receipt, got the massage and later made a claim, Bupa writes back that they had stopped covering this particular parlour

    Bupa has a listing of providers that is easily searchable before picking a place.

    I asked if they covered Bupa as a health provider. The lady said yes

    Technically not a lie, they might not have known they are no longer a provider under BUPA. Clearly from the BUPA reply they had been at one stage.

    Go back and talk to them, see what they say. Otherwise it is a lesson learned to check these things before purchasing.

  • Switchblade88 on 23/01/2023 - 13:56

    This is a similar situation to cashback schemes - you got the service you paid for, as advertised; and you didn't get the benefit as you assumed, that is essentially a bonus.

    I'd be giving the benefit of the doubt to the massage place since a) they did have BUPA coverage previously b) they probably still have cover with other insurers and c) having English as a second language is a significant barrier when dealing with technical issues like this.

    Ensuring they have HICAPS before booking would have likely been a safe option to ensure you could make a claim.

  • p1 ama on 23/01/2023 - 14:30
    +3

    Moral of the story is HICAPS or you need to confirm yourself with your health fund that you can make a claim. It's impossible for every provider to know every single possible health plan and the associated percentages / limits.

    • Quantumcat on 23/01/2023 - 15:26
      +1

      It's impossible for every provider to know every single possible health plan and the associated percentages / limits.

      That's not a very good excuse. If they don't know they should say they don't know, not "yes". If they had done that then OP could have checked for themselves.

      • p1 ama on 23/01/2023 - 22:49

        This is a red herring - I'm not making excuses for them, obviously they should say they don't know if they don't actually know. I'm stating what the moral of the story is for those who want to avoid this situation happening to them.

        • Quantumcat on 23/01/2023 - 23:45

          I feel like

          It's impossible for every provider to know

          Is providing an excuse, as you're saying they shouldn't have to know what agreements their business has…

          But I do agree that consumers should be wary, just in case they made a mistake, since that will cost the consumer money and there isn't any recourse. Choosing a provider with HiCAPS is a way to make sure it doesn't happen to you. Kind of like sending your parcels to a parcel locker eliminates any negative effects of posties making mistakes or your neighbours getting sticky finger syndrome.

          • p1 ama on 24/01/2023 - 00:08

            @Quantumcat:

            Is providing an excuse, as you're saying they shouldn't have to know what agreements their business has…

            Regardless of whether you feel like they should or should not know, the reality is that there are 30+ private health insurers in Australia, with each having at least 3 - 4 permutations of plans that anyone could be on.

            It would be unwise to assume that every staff member will be familiar with whether your specific Medibank Silver Plus with Bronze Extras plan covers XYZ or not. It's your plan, you should know the inclusions, limits, and where you can spend it. Your insurer publishes that information for your own reference.

            Excuse or not, it's your responsibility as the policy holder, the person making the claim, and the person who will be out of pocket if things fall through to know.

            • Quantumcat on 24/01/2023 - 08:32

              @p1 ama: Yes you should know if your plan covers massage. But they are the ones who will know if their business has a deal with Medibank or not. This isn't a case of OPs plan not covering massage and them blaming Medibank. I can't believe you're saying it is the OPs fault for not checking when they asked they question and the response was "yes". So you just can't ask any business a question anymore about their business because you can't trust them to give you the truth about their own business? That's pretty ridiculous

              • p1 ama on 26/01/2023 - 00:50

                @Quantumcat:

                I can't believe you're saying it is the OPs fault for not checking when they asked they question and the response was "yes". So you just can't ask any business a question anymore about their business because you can't trust them to give you the truth about their own business? That's pretty ridiculous

                You're still missing the point though - you're only focusing on whose "fault" it is (i.e. who is morally in the wrong). I'm saying that whose fault it is doesn't matter when OP is the one who is now out of pocket.

                Almost like arguing about who's at fault in a car accident when you're both at the gates of heaven. My point is that it is unwise to trust blindly when it takes little effort to validate and verify. I don't think that is a particularly unreasonable thing to say.

  • pegaxs on 23/01/2023 - 18:21
    +2

    "remedial massage" at one of these "Thai parlours"

    I'm shocked that the government/health fund wont pay for your rub and tug "remedial massage"… Shocked, I tell you…

  • Sinnerator on 24/01/2023 - 08:06

    6 months, so it's no mistake then. I am sure these scams work in the countries they come from. Isn't there something in becoming an Australian citizen/pr about "Good Character"?

  • Sweet Berry on 24/01/2023 - 15:33

    I thought you could go to any accreditated massage parlour/dentist/optometrist and claim from BUPA.

    Since when were people restricted from claiming from certain businesses?

    • holdenmg on 25/01/2023 - 08:05

      Since:
      For Remedial Massage Therapists to attain Bupa recognition for benefit payment purposes, the applicant must have completed a diploma in Remedial massage at an Australian Registered Training Organisation (RTO)
      https://www.bupa.com.au/for-providers/ancillary/remedial-mas…

      • Sweet Berry on 25/01/2023 - 10:46

        Yes, but isn't the problem that it expired 6 months ago? That means at some point they completed the relevant requirements.

        I'm a bit confused as to why someone who has the qualifications would not keep it up to date. It seems strange.

        • holdenmg on 25/01/2023 - 11:04

          Uh, maybe.

          Or maybe the Bupa Terms tightened and they chose not to satisfy the requirements.

          That they don't offer HICAPS claiming at Point of Service suggests no Health Fund is recognising them either.

          Maybe a change of ownership (or staff) meant they their business focus has changed.

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