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:05/31/2023

  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.

  My mom gave me a large gift certificate to The Spa for Christmas 2021 to use while attending school at UCF. The first time I made an appointment, I was encouraged to convert the certificate into a membership as it would provide me additional perks. Before agreeing, I confirmed that with the membership I would be allowed to use the rollover membership credits for guests as well and they said yes.
  I have gone to The Spa several times since then, but still have many rollover credits to use. Last week I made appointments for a friend and me to get massages. While making the appointment, I confirmed that my friend would be able to use the membership credits and they said yes. On Saturday, May 27th, my friend and I checked in for our massages and I again mentioned that we would both be using my membership credits. Upon checking out, I was told we owed $123.00 as guests cannot use the membership credits. I explained that on 3 separate occasions I confirmed guests could use it and was told yes. They informed me that they used to have a front desk person who was giving out wrong information. Further, they had been communicating with their manager who said my guest would need to pay. They apologized for the bad information but said they need to do the “right” thing, which for them was to charge my guest. At no point in time did anyone mention they were discussing the policy with the manager, nor indicate that there might be a problem with using the membership for my guest. Even upon checking in they did not indicate any issues.
  I am a college student and did not have $123 to throw away. I paid it anyway. Unfortunately for their employees, they did not get a tip for their excellent services as I could not pay any additional money.
  I would like to be refunded the $123. In addition, I want The Spa to either allow me to use the membership for guests as I was told I could on 3 separate occasions, OR convert the remainder of the membership back to a gift certificate.

• Initial Complaint

  Date:05/15/2023

  Type:Product 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 bought a couple of Groupons for myself and my daughter to get manis and pedis here. After using our Groupons, they offered us their subscription nail service for $46 per month, but the first month is half off at $23. I scheduled appointments for our first subscription service within a few days of purchasing, and then I called to cancel. Months later I realized that were still charging my card after I requested cancellation. I was finally able to get my subscription canceled after they had charged my card for 4 months. I used 1 service, so now there are 3 services that haven’t been rendered that they charged my credit card for. They also charged me 3 times/3 months for my daughters subscription even though I cancelled a few days after. She currently has 2 services unrendered at $46 each. I called several times in early March and was told that I would be refunded for my daughters subscription and I would see the money back on my card in 3-5 business days. No refund was ever sent. I contacted them several times with no resolution. the last time I called trying to speak to someone in charge- the employees took turns hanging up in my face. I live 48 minutes away from there & I’m busy so it took some time for me to go there in person. I had time today, 2 months after they hung up on me in March. The front desk guy basically told me there was nothing he can do, while the woman who claimed to be the director stood by and listened. She only intervened and introduced herself once I started getting loud & them that I want the almost $300 that they’ve charged my card for services that were never rendered. They pulled up my account & verified that I had 3 services and my daughter had 2 that were to be refunded ($46 each). But went on to say I have to speak to Mary in charge of accounting and she won’t be back until Monday. After going back and forth and me demanding my money, they asked me to leave. When I refused, they called the cops on me. They are refusing to refund me.