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:05/25/2023

  Type:Product 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.

  The Transaction happened on 4/3/2023 and it was an unauthorized charge - of $270.00 Dollars.The business charged our personal bank account for a membership that was supposed to be on hold. We had paid previous charges with an HSA/FSA account. When I reached out to ****** Prime IV, I spoke to ***** and she refused to refund the money, even though the services had not been provided. I told her we did not have the time with our busy schedules at the end of the year and would rather get a refund. She refused again. I called their corporate office after I was told a corporate office did not exist. Their corporate office said they investigated the claim and the franchise did everything according to company policy and I should use the benefits within 30 -days. ******* **********, **** Club, Chick-fil-A, and many more all have excellent refund policies and it doesn't make sense for this company to refuse to give ** a refund. They are trying to make ** use their service and that is ethically wrong for a business to do.

  Business Response

  Date: 05/30/2023

  ******,

  Thank you for reaching out and I am sorry you are feeling as though your experience at Prime IV ****** is not what you want; we strive to provide astonishing service for all clients. Since we are a franchise company, I reviewed the information regarding your account with the owner and Spa Manager of ******, going forward they will always be the best resource for contact. It appears that you and your partner were on a 3 month freeze and the charges you are disputing are from the month that happens after that freeze occurs. I also believe that these charges have been filed as a chargeback with the bank, so unfortunately since the bank is handling it directly the owner can now simply provided extensions and accommodations. I do see that you and your partner were offered an additional month to use the benefit you have on account; that is good through the end of June. That extension is above and beyond what is required and does allow you and your partner time to ensure all services are utilized prior to the full cancelation. In regards to the recommendation that you have; I thank you for these and we will take this feedback to our Operations team to ensure clients are able to have the information they want. I do recommend, if you are interested in the refund policy around your memberships, please reach out to the ****** location and they can send you the agreements that you and your partner signed. Because of patient privacy, the location your membership was through is the best resource for this information.

  Again, we never want. our clients ot feel as though they were not provided all the information or accommodations to have an astonishing experience. We will be reviewing this case to determine any gaps in our operations to ensure this does not happen again. Should you have any additional questions or comments, please refer those directly to the ****** location.