Complaints

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• Initial Complaint

  Date:12/11/2024

  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.

  I registered for a membership to Daydreams Day Spa in **********. The membership provided discounts, and $69.00 was auto debited monthly from my credit card. It became necessary to put a hold on the monthly debits because I became ill, had major surgery with a long recovery period. Several auto debits had already accrued in my account at that point before I put a hold on the account. They said I could use the money being held in my membership account once I was well enough to come in. I asked how much money had accrued in my membership account before I initiated the hold and they responded that it was against their policy to state a dollar amount. Then suddenly, without my permission, on 10/13/2024, Daydreams Day Spa debited $69.00 from my credit card. I never gave them permission to take this money; I needed to first use the money that had accrued during the time I was recovering from surgery. I reached out to Daydreams Spa and they said they will debit my credit card again on 11/13/2024 unless I send them notification, before 11/13/2024, in writing via email. It certainly seems unethical and dishonest that I must send them notification telling them to stop doing something that I never gave permission to do. I sent an email on 11/6/2024 stating that the auto debit must stop. I stated that I never gave permission for the debits to begin again. I also asked for transparency about how much of my money they had collected and were holding, and cancelled my membership. Even though I did as they required, Daydreams Day Spa again debited money from my credit card on 11/13/2024 without my permission. They have also refused to let me know how of my money they have. I have asked for a full refund of all the money that I have not used and they refuse to provide an answer. Thank you for your help with this matter.

  Business Response

  Date: 01/13/2025

  We are so sorry to hear that you had so many complications with respect to our membership program. Our membership program was built to be unlike the others: easy to understand, clear, flexible, and easy to cancel. The information that you provided goes against all of these goals, and we are so sorry that you have experienced this.

  After further review, ownership determined that the *** had employed a rogue employee. This employee would frequently tell guests that she was the manager, providing clients with wrong information and policies. That employee is no longer employed with the company.

  With respect to the specific issue raised in this complaint, ownership has and continues to be in contact with the complainant. All monies have been refunded and ownership has apologized profusely for the false information.