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:03/04/2025

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  On 2/11/25, I called Cloud 9 Medi Day Spa at ###-###-#### and left a voicemail with my interest in a spa treatment for 2/15/25. I was then contacted by ###-###-#### several hours later to book an appointment. I was informed that I would need to provide a debit/credit card to hold my reservation. I was not informed that I would be getting charged for any fees for service prior to receiving said service. I provided my debit card information to the service provider over the phone to hold my booking for 2/15/25. My card was charged immediately in the amount of $222.22 on 2/11/25. I called the service provider on 2/11/25 to cancel the service & receive a refund. The service provider did not answer my phone call but rather communicated with me through text message using the same number (###-###-####). I have text message from this exchange on 2/11/25 that confirms both that: (1) the services were cancelled; (2) I would be receiving a full refund in 10 business days. The service provider acknowledged that she did not inform me that services would need to be prepaid at the time of booking nor is there any written policy of this on the website for the business. To note, I cancelled this service on 2/11/25 for services that were supposed to be received on 2/15/25 and I was well outside of the 48 hour cancellation window where services fees apply per the website. I waited 10 full business days since that encounter on 2/11/25 and have not received any refund to date. On 2/12/25, I contacted my bank to place a notation on the charge of $222.22 from Cloud 9 Medi Day Spa. I provided them with explanation of the issue as described above. I then visited the bank in person on 2/27/25 to follow-up regarding the notation made on the charge and was informed that they are not responsible for issuing me a refund. I have done my own research and have found **** reviews that state I am not the first person this has happened to. This business has history of defrauding its customers.

  Business Response

  Date: 03/19/2025

  she waisted our time for 3 days trying to book an appointment for a party of 2. 

  We told her we would give her a refund or she can call her credit card for instant refund,  With no reply from her.

  also there was a 24 cancelation policy , that we waved because she Cansel the day of appointment. 

  Customer Answer

  Date: 03/19/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  
  It seems like the Business Owner is materially misrepresenting the interactions that took place. As seen in my screenshots which were previously provided to the BBB in the initial complaint, the appointment scheduled for 2/15/25 was booked on 2/11/25. I requested a refund instantaneously on the same day the subject appointment was booked (2/11/25) and was promised a full refund of $222.22 within ten business days.

  As noted in my initial complaint, I had contacted my bank which then notified me that the $222.22 must be refunded by the business owner. I am seeking a full refund of $222.22 as (1) I was not informed that my card would be charged in full for the services; (2) the business owner then cancelled my services on 2/11/25 per my request; and (3) the services were never received. I was well within my rights to cancel the appointment for a full refund as I requested cancellation immediately when my card was charged on 2/11/25. This is more than 24 hours before the appointment scheduled for 2/15/25. She confirmed that a refund would be issued. Can the business owner provide proof that a refund was processed per their representations and as indicated in the text messages that I have screenshotted and provided to the BBB in the initial complaint?

  
  Sincerely,
  
  ******** ****