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Business Profile

Spa

Thermea by Nordik Spa-Nature

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Spa.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 1 complaint 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:13/01/2025

    Type:Product 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.
    Date of transaction: Jan 1, 2024
    Amount paid: ****** Amount for: Spa access for three persons on Jan 12, 2024 at 14:15 pm.
    Nature of dispute: Cancellation and refund.

    We couldn’t go to the spa for health issues. I informed the business of the cancellation at 10:37 am on January 11, 2025. The business only provided store credits, but refused to do a refund.

    The employee of this business, during online chats, wrote the following:
    • “I'm afraid a refund is not possible for our gift certificates. It [i.e., the 48-hour cancellation policy] was stated over the phone as well as online when booking a reservation. There is a link to our conditions of sales in our confirmation system.”

    However, I do not recall any mention of a 48-hour cancellation policy during either call, though I acknowledge that my memory may not be perfect as the conversation occurred 10 days ago and was not recorded. The employee wouldn’t provide me with the phone recording or transcript, citing safety reasons. The employee also seemed to hold false assumptions about when my order was placed and how many calls I made (I actually called more than once).

    Moreover, the “conditions of sale” was placed at the bottom of the webpage in tiny font size throughout the reservation and payment process. On that webpage, the cancellation policy was hidden in dense texts.

    Furthermore, the cancellation policy in the email confirmation was highly misleading:
    • “CANCELLATION AND MODIFICATION You can change your visit up to the day before your reservation by contacting our Service Centre via email, live chat or phone. Cancellation fees may apply depending on the notice period. Please see our conditions of sale for full details..”

    The invoice did not contain any information about the cancellation policy either.

    The business seems to ************* present misleading or non-transparent cancellation policies, and use this 48-hour policy to surprise customers and lock in any payment that ever went to them.

  • Initial Complaint

    Date:13/12/2023

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 went to Polo Park Thermea
    And I proceeded to buy 2 coupons for my children.  They were selling me a certificate for *** for the spa and one extra like a massage. But when I looked up at their advertising board they had the same plan for *** with 2 extras.  When I said I want the one on your screen they said that’s a typo. I said well why are you advertising that it’s false advertising.  I called Thermea they did not help me at all **** **** ** *** *** 
    *** I have been at the mall and they have stopped playing the advertisement on their screen
    I believe they should have given me what was advertised

    Business Response

    Date: 18/12/2023

    Good afternoon,
    Thank you for reaching out. 
    Please send us an email at *************** with the purchased barcodes of the gift certificates or the purchase confirmation and we will be happy look into this further for you. 
    Once we have more information, we'll gladly see what we can do together. 
    Kind regards,

  • Initial Complaint

    Date:21/02/2023

    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.
    On September 19 I spent the day at Thermea with my husband. We both had massages from Thermea. We were told that the individuals performing the massages were RMTs and we could claim the massages under our insurance. I made a point of asking this and was reassured. As well, Thermea’s website states: “ Yes! All our massage therapists are registered. Direct billing is not offered. However, we will issue receipts for insurance purposes that will be emailed once the service has been rendered.”

    After my massage I submitted my receipt to **** ***** only be told my therapist was not eligible with the college on the date of service. I notified Thermea in late September but no one reached out to apologize or remedy anything. I reached out again in February to be told again that someone would be in contact. No one has.

    I spent $*** on a massage that was misrepresented to me and my therapist wasn’t registered. The business did not apologize ** ***** ************* * *** ******* ***** ** *** **** ** ********** *** *** ********* ********** ** *** *********

    Business Response

    Date: 13/03/2023

    Dear Guest,
    This was a truly rare occurrence linked to the *********** *********** and we are sorry for the resulting impacts.
    We are happy to see that this case has since been resolved. For further assistance, please reach out to ***************
    Kindly,

    Customer Answer

    Date: 14/03/2023

     

    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.




    Sincerely,



    Jessica ******

  • Initial Complaint

    Date:09/01/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 brought my husband for the first time to enjoy peace and tranquility unfortunately that did not happen people were loud had there cell phones and it was overcrowded not impressed when I came out from my facial I couldn't even enjoy the water with my husband I paid for the thermal experience and was unable to access.

    Business Response

    Date: 09/01/2023

    Dear Guest,
    We would love to hear more about your visit. Please email us the details directly at ****************
    Kind regards,

  • Initial Complaint

    Date:09/11/2022

    Type:Billing Issues
    Status:
    Answered
    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 visit the Winnipeg location September . I had a gift certificate to for my visit. I was then told that I needed to add a credit card even though it stated absolutely nowhere on the gift certificate that I had to bring a credit card. There was also already a credit card on file for my reservation. The woman told me that my card would NOT be charged. I check my bank account a week or so later and find that I have been charged. When I called I was told that they needed one on the reservation (which they already had) and that I would get my money back in 30 days. I asked to speak with a supervisor and told that they were busy because they were taking their lunch break. I said I wanted to be contacted that day and instead was sent an email a week later. I checked my bank account again after the 30 days and I have STILL not been refunded. I am unable to get a hold of customer service because I am endlessly put on hold. I have emailed "Eve" who had emailed my previously over a week ago and she had yet to get back to me. I WANT MY REFUND. * *** **** **** * ******* **** * ** *** *** **** ******** **** *** ******** *** *** ***** *** ** *** *** *** *** ******** *** ******* **** ******** ******** *** *** **** ** **** * **** ************* 

    Business Response

    Date: 06/12/2022

    Dear guest,
    We thank you for reaching out about this.
    It is important to keep in mind that a gift certificate is a method of payment and not a reservation. To apply a gift certificate to a reservation, it is necessary to follow the conditions of sales related to a reservation which can be found here: ******************************************
    It appears that there may be some confusion about the pre-authorization process.
    We can see on your reservation that your pre-authorizations were released back to the linked cards on September 20th, 2022.
    It would be necessary to contact your credit card provider for them to conduct an investigation as these pre-authorizations were released on our end.
    Please email us at *************** if you require an additional copy of the transaction confirmation to help with the process.
    Thank you kindly,




Thermea by Nordik Spa-Nature is NOT a BBB Accredited Business.

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