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Business Profile

Spa

Thermea Spa Village Whitby

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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:19/10/2022

    Type:Service or Repair 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.
    The date I attended Thermea spa is on October 17, 2022. I paid in total 322$ for the Thermea experience and a massage. I paid an additional 70-80$ for food. I stayed at the spa from 9:30-17:00. I booked this spa in hopes of having a relaxing experience. When I arrived I wanted to partake in the Kalla experience which I was informed by front desk staff that it was closed for “upgrades”. 3 other saunas were closed as well. Nowhere on their site mentioned these closures. Furthermore when I asked why and how long the Kalla would be closed no one mentioned that they were shut down on the 14th of October for health and safety reasons. I believe this information should be shared with the public especially if asked. I found this information out after researching online this afternoon. If I had known this information I would have delayed my excursion here 100%. My real issue with this place is that I received a massage at 10:45am. I requested a receipt upon leaving at approx 1700hrs and was told the RMT had not signed them yet as she had back to back appointments. I asked if they could follow up and get signed now as I needed to submit my claim and they stated she actually left for the day. I have NEVER received a service that I paid in full for( expensive at that) and not received a receipt. I was told it would be mailed out which I stated I was not comfortable with. I called to speak to a manager on October 18th and the lady who answered would not permit it and said she’ll take my complaint. **** ** ********** *************** she followed up with an email receipt with NO signature which is void for my insurance. I emailed 2 more times today asking for a valid receipt and have not received anything. I was told a manager would get back in 3-5 days on the phone. *** ******* ** ******* *********** ******** **** *** *** ***** ** *** ****** ** **** ***** **** *** ********* ******* *** *** ********* ***** ** ***** ******* **** ********  I have yet to hear back from anyone.

Thermea Spa Village Whitby is NOT a BBB Accredited Business.

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