Complaints

This profile includes complaints for Azulene Day Spa's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Azulene Day Spa

  4414 SW College Road Suite 990 Ocala, FL 34474

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  Azulene Day Spa

  4414 SW College Rd Ocala, FL 34474

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:09/11/2024

  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.

  7/25/24- Received pedicure at the ***** location. Was injured by employee. I have pictures of when it happened, now, and during. I now have a permanent scar from this injury. 7/26/24- I tried calling the Ocala location twice during open business hours. Have phone records to prove it. No answer- busy signal. 7/27/24- Went to ***** location to file complaint. Was told I would hear from manager on 7/29. 7/27/24- Employee called and said manager needed photo. I emailed photos from 7/26 and 7/27. 7/30/24 - No call from manager. I sent email explaining what happened, asked for call. My injury was infected. 7/31/24- Manager called. Had no idea about my injury (employee lied). Said employee was supposed to take picture (she did not). Offered no solution other than she would talk to owner and call me back. Asked for more pictures. I emailed over more pictures including an up to date one. 8/7/24- No call back from manager. I sent email asking for update. 8/8/24- No response. I emailed again asking for refund. Sent an updated picture of my injury bleeding. 8/13/24- Manager called (6 days after original email). Said she would refund me but still has not spoke with owners yet. I then asked for a refund on my gift card as after this interaction I did not feel safe ever going there again. She said she would talk to owners and call me back. I stressed to her I needed her to call me back. She stressed back that she absolutely would. 8/29/24. Still no call back from manager. I called *********** location. Employee said both locations share same owners. Employee stated her manager is the owners son and she would have him call me that day or worst case scenario she would call me back the next day. 9/11/24- I still have not received a call back from the Ocala manager, the *********** manager, or the owners. I have a scar from the injury. I want my gift card to be cashed out and possibly payment for having the scar removed.

  Business Response

  Date: 09/12/2024

  Hello, my name is ******** I am the manager of Azulene Day Spa (in *****)
   I did speak with ********** a few days after she had come into the spa. The reason for that was I was on vacation with my children at ******. I did let Mrs. ****** know of my trip and I did apologize for that. As per my employees, I do like when they take pictures if anything happens with a customer if I am not in the salon, but the customer MUST also email pictures to my work email, so it is documented.  Mrs. ****** did that as requested after my employee called her back after letting me know.  She was fairly new at the time and was unsure of how to proceed with this. Which is why she did not take a picture of Mrs.Suttons injury. When I returned to work, I did speak to Mrs. ****** about her injury to her foot. I apologized for that happening because it should never have happened in the first place. I did let her know that if she wanted to have her foot looked at, we have insurance for it to be covered. We did also let her know that we do not offer any sort of refund. It is posted around the salon which I can attach a photo of our sign. So, with the gift card, I did let her know that we would not be able to refund that to her. Also to add with her calling the *********** location, yes, we are practically the same business, but it is like the saying we are sisters, not twins so the *********** location has nothing to do with the Ocala location. 
  We do sincerely apologize for this situation happening to Mrs. ******* if she would like to proceed further action to have the scar removed, she can do so through the insurance. 

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22271251
  
  I am rejecting this response because: When I first spoke with the Ocala manager she said that she would speak with the owners and call me back. This was on 7/31/24. My injury should have been priority and I should have received a call back promptly. Instead, the manager called me on 8/13/24 (almost two weeks after stating she would call me back with update from owner) and that is only because I had sent two emails asking for her to call me. After speaking with manager on 8/13/24, she informed me that she had still not spoke with the owners. Showing that my injury was not priority or concerning. Once again, she said she would speak with the owners and call me back. It now has been 49 days from injury and ************************************************************** with an update after speaking with owner and still, to this day, she has not called. That is not professional. If a manager says she will speak to owners and call me back, then I should be able to expect just that and to this day- that has not happened. Now that I have made this complaint, I have asked for the owners to call me seeing how the manager cannot fulfill her promises. Im sure the owner can understand how unprofessional the manager has handled this entire situation, and from my complaint the gift card was purchased by my money because the staff made an error- not because I wished to purchase a gift card. As far as insurance, I have absolutely no idea how to use insurance in situations such as this but again, if the manager was fulfilling her call backs we would be able to discuss that. At this point, I am unsure if the owners even know about these issues which is why Id like for the owners to contact me, not the manager who hasnt handled this situation correctly from day one. I reached out to the *********** location because both locations share the same owner and that what my hope was to speak to the owners seeing how some of my issues are with the manager. Please only respond if you are the owner. Thank you. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 09/19/2024

  Good morning, I am **** **, the owner of Azulene Day Spa. I have spoken with my manager throughout this whole process of this. I did inform her that we do not offer refunds on completed services which is also stated throughout the spa. Any injuries that happen in the spa, the customer must go through insurance. The insurance is through Hands on Trading and the policy number is *********. Per the gift card, if someone is overcharged by accident and is given a gift card, the front desk would have to reopen the ticket, delete the service that was accidentally charged and transfer the balance to the gift card. We do keep records in the customers profile,and nothing is being shown in Mrs. ******* customer profile that she was given a gift card for being double charged. As owner I rely solely on my manager to communicate with the customers of the *** since I am not there all the time and with that, she does let me know when things happen.  I do sincerely apologize for this happening and hope to come to an understanding. 

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22271251
  
  I am rejecting this response because: When I spoke to the manager on 7/31/24, she informed me she would speak with owner and call me back. When I spoke to the manager on 8/13/24, she still had not spoken to owner but said she would and call me back. If the owner relies on the manager to make communication, then the manager should in deed make the communication; not ignore me and defiantly not follow up with me. I had to beg on 8/13/24 for her to please call me back regarding the gift card. In her earlier response on here she stated she informed me there is no refunds. That is a lie, she said normally they dont refund gift cards and I explained to her that a) getting a gash taken out of my toe is not normal and b) how we had to purchase the gift card is not normal either. She agreed to this and said she would defiantly talk to the owner. If the owner had reached out to me I could have explained the gift card is in ****** Reasers (my fianc) name and could have provided his phone number as if you go back to when the gift card was made mandatory to purchase I was there with him as we were doing a couples massage package where your employee made him double pay and then said the only option was to put it on a gift card and he explained it would be for me as he does not go there and I did on a regular basis. I am contacting a lawyer so unless the owner would like to give me a call to resolve this then I will be following up with an attorney. I am stuck with a scar and going through with removal will be painful ontop of the pain I occurred for 3 full weeks after receiving the gash from this salon should be met with at least a phone call from the owner to make it right, especially when the manager did not handle this situation correctly. I have asked the manager the name of the person who did my pedicure, a copy of my receipt, and instructions on how to proceed with insurance and yet Im just now getting information on insurance almost two months to the day of receiving the injury- that is not acceptable. I still have yet to receive the other information. 
  
  Sincerely,
  
  ******* ******