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:09/09/2024

  Type:Sales and Advertising 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 employee **** Charged a tip onto my credit card with out my permission after I had left the establishment. I had directly handed a cash tip in an envelope she provided to me with the massage therapists name on it directly to her. Once I left, she then went into my account and charged a tip onto my card. Additionally, she charged an increased price on massages that we were using that were credits on our account from a previous purchase. She Stated that the current massage price was higher than what we paid and therefore we had to pay the difference in the prices. We had used a credit massage 1 week prior and were not charged more, nor when we called 3 separate times to book the massages was it ever stated the massages would be charged an additional fee, nor any where In any written communication does it state that massages previously purchased would be charged an additional fee upon use. Additionally at check out two different times she did not tell us about an additional fee but In Fact told us our accounts were even and bid us farewell. However upon leaving the establishment she then charged our credit cards without our permission or knowledge. When asked she has refused to refund the money.

  Business Response

  Date: 09/20/2024

  They were ungrandfathered and the prices increased, therefore the old prepaid value is applied to the current price.  That was told to everyone via email and to them verbally.  In addition the two spouses came in on the same day hours apart and one spouse told us to put a $20 tip on his card, so we did.  Later we realized that one spouse put the tip in cash, so we refunded $20 on the card and told them via email.  We also sent them a copy of the email about the price increase.  We will not be refunding the difference between the old price and new price.  They were charged for the three massages and services they received.  They are over reacting in a big way.  They are not welcome back and their accounts have been deactivated due to their terrible treatment of our employees during their overreaction.  In addition, they wanted a manger to call them and she did the next day and they never responded.  

• Initial Complaint

  Date:09/07/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  I visited this business one time probably in 2018 using my membership from another Spavia in *****************. I canceled my membership with the ***************** Spavia when Covid hit and have never received any marketing emails from that location. About 6 months ago i started getting marketing emails from the Spavia ******************* (the business I am complaining about today). I have unsubscribed from all emails from this location more times than I can count. but the emails keep coming. i have had many phone calls and emails with the Manager whose name is ************************* trying to get myself removed from all marketing emails from this location that I was never a member of. They cannot remove my account and when given access to the account they set up for me I cannot delete it either. Now I am getting emails from them that it's time to set up my next relaxation appointment. I need to have this account they set up for me removed from their website and they keep claiming they cannot delete it or remove me from getting constant emails from them. This is something their IT person should be able to do.