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Business Profile

Spa

New You Brighton LLC
BBB accredited business seal
BBB Accredited BusinessA Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint 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:01/14/2025

    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 purchased a package with several treatments and I used a company called Cherry who payed in full and I need to give monthly payments, Ive been trying to make an appointment with the lady who offered me the treatments and it has been very difficult to reach her. She claims that she accidentally opens my messages and never replies back, she messaged me and immediately deleted her text. I still have few treatments to obtain, yes I have rescheduled a few times just like her she has canceled on me due to her being sick. I honestly at this point I dont want to continue with the treatments, due to lack of professionalism on their end. I dont feel comfortable coming back, I would like a refund for the treatments I never received

    Business Response

    Date: 01/14/2025

    Dear *****,

    Thank you for reaching out regarding your request for a refund. We value all feedback from our clients and appreciate the opportunity to address your concerns.

    After reviewing your history with us, we noted that you have had several last-minute cancellations and no-shows. Specifically, you have a total of 11 cancellations and 1 no-show, which have unfortunately resulted in gaps in our schedule and impacted our staffs ability to earn their wages. We strive to provide excellent service and accommodate our clients, and we have made numerous attempts to reach out to you via text messages, phone calls, voice mails, and emails to help with scheduling.

    Your treatment package also expired on July 9, 2024, and given the history of cancellations and no-shows, we regret to inform you that we are unable to issue a refund at this time. We genuinely understand that life can be unpredictable, and we always aim to be flexible and understanding.

    We encourage all of our clients to take advantage of our scheduling options through our Vagaro app you have an account under your email, our website, email, spa scheduling and other communication channels. I apologize a personal cell phone of an employee was text and not responded immediately. We have since did further training and encourage all of our clients to utilize our office phone number for quicker response.

    Thank you for your understanding.

    Best regards,

    New You Brighton 

    ************


    Customer Answer

    Date: 01/14/2025

     
    Complaint: 22809783

    I am rejecting this response because:
    How did my treatments expired if ******** just tried to schedule me on December 26th 2024, and I was not aware my treatments had an expiration date! ********* has also cancelled on me several times 
    Sincerely,

    ***** **********

    Business Response

    Date: 02/12/2025

    Dear *****,

    Thank you for reaching out regarding your recent request for a refund. We value your feedback and appreciate the opportunity to clarify our position.

    After reviewing your account, we must inform you that a refund cannot be issued. Our records indicate that there have been 11 last-minute cancellations and multiple no-show appointments, which resulted in unpaid fees. Our policy clearly states that services must be utilized within a 12-month period, and unfortunately, your account has expired.

    We understand that this may be disappointing, and we sincerely apologize for any frustration you may have experienced. Our team has made numerous attempts to accommodate your scheduling needs, but it appears that the appointment options provided were not utilized. We offer various convenient methods for booking appointments, including our app, website, social media, email, and phone.

    It is also important to note that based on your account activity, you have not only canceled more appointments than were originally purchased but also incurred fees that remain unpaid. While we are not seeking any additional payments at this time, it is essential to acknowledge the extent of the missed appointments.

    We strive to provide the best possible experience for all our clients and take all complaints seriously. We have implemented measures to improve our communication and service delivery. However, as of now, your account is closed and expired, with no refund available. We have provided you with a detailed list of services fees, dates, cancellations, and no-shows on your part. There is no refund and we also are not requesting you pay the outstanding balance on your account. 

    Thank you for your understanding.

    Best regards,

    New You Brighton 

    ************

    *********************************


    Customer Answer

    Date: 02/12/2025

     
    Complaint: 22809783

    I am rejecting this response because:

    Sincerely,

    ***** **********

New You Brighton LLC is BBB Accredited.

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