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:04/18/2025

  Type:Service or Repair 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 have sent this business two emails trying to resolve this issue because that is the only way they want to communicate. I have been going to them for 20 plus years. On Sunday the 9th of March I called to book a couple of massages for my daughters birthday was told I needed to give a credit card to keep on file. I told her I do not have one and was not willing to get one for their files. I would be using the gift certificates I had purchased the month before. She told me she would have the manager get in touch with me. ( Never did). When I called them again was told tough that is their policy. Was that their policy when I booked a massage on. 1/22/25 or when I booked two facials on 2/18/25. Nor was I informed of this policy when I paid cash for the certificates. I feel I should have been informed of this policy when I purchased as it does not state on the certificate about keeping a credit card on file. Now I am stuck with 3 gift certificates I cannot use. I am not willing to sit back and let them steal my money. Next stop small claims court.

  Business Response

  Date: 04/18/2025

  We appreciate the opportunity to respond to this complaint. Highlands Day Spa has a longstanding and clearly stated policy that a card must be placed on file to book any appointment. This policy is outlined on our website and has been in place for several years to protect our service providers from missed appointments and last-minute cancellations.
  Gift cards are not exempt from this policy, and we do not deduct late cancellation or no-show fees from gift card balances as a courtesy to our clients. Purchasers have been upset in the past when we have chosen to do this as a substitute in the past for no available card on file. For this reason, we require a separate card on file. It is not required to be a credit card any debit card is also accepted.
  If a member of our team bypassed this requirement, it was likely due to the client pressuring them into making an exception, which goes against our policy and causes unnecessary confusion. Additionally, we have not received any emails from this client, and our assistant manager has already spoken with her directly. This client even came into the spa to argue with her face to face, causing commotion in our spa environment. 
  Gift cards are non-refundable, as clearly stated on the physical gift cards and in our policies. However, they are fully transferable and may be given or sold to another person if the original purchaser chooses not to use them. Choosing not to possess or provide a debit or credit card does not exempt a client from our booking policy.
  We are happy to honor the gift cards if the client or someone else on their behalf is willing to follow the standard procedure required for all bookings. These policies are in place to ensure fairness and consistency for all guests.

• Initial Complaint

  Date:02/20/2024

  Type:Sales and Advertising 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.

  Was quoted a price that was another $270 on top of the $230 and they illegally detained my identity card. They also threaten to call the authorities on me for not have enough money to pay them. They dont honor the price annd told me I was ant fault for it and All because someone else messed up and they lied about it

• Initial Complaint

  Date:06/27/2023

  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.

  Owning my own business, I completely understand how no shows are a huge inconvenience. I went to book an appointment for the spa online, and decided to wait a bit and book the appointment later on. I exited out of the website, not thinking that I had scheduled an appointment at all. I never received any confirmations through email or text, but ended up receiving a call from the spa the day of my appointment. I called back as soon as I could about half an hour into when my appointment would have been. I sincerely apologized, not realizing what I had done. I would have NEVER done this purposefully. I was charged 100% of my service that I could not receive. If I had known I would be charged, I would have gladly come in for my service. I completely understand how much of an inconvenience a no show is, but I have received text confirmations any other time I have booked with the Highlands but not this one. I felt as though this was a mistake on both ends, yet the manager, ********, hung up on me after insisting I must have received a text and refusing to work with me on the situation. I have always loved this spa, but this experience left a really bad taste in my mouth for their business. Mistakes do happen, and I am disappointed at how poorly this business has handled the situation. Occurred on 6/27/23 and the Highlands Day spa in ********** ***** charged $213 dollars to my card and are not willing to negotiate whatsoever.

  Business Response

  Date: 06/28/2023

  Hi ******, 

  While we understand its frustrating to miss an appointment and be charged a No Show fee, theres accountability that needs to be taken for appointments that our clients book. By booking an appointment, you are choosing to take time on our books that could be booked with another client who would show up for that time. Our booking system has safeguards to protect against accidental bookings by having several steps that need to be taken before an appointment is confirmed. You have to select a service, select a service provider or first available, then select an available time, then check a box that says I understand my card will be charged if I cancel late or no show my appointment, then you log on with your account or create one and add a card on file. Only THEN are you able to book the appointment. Furthermore, its completely unacceptable to have a man call our desk staff to threaten them when you didnt get the answer you wanted. We will not be issuing a refund. 

  Customer Answer

  Date: 06/28/2023

   
  Complaint: 20247016
  
  I am rejecting this response because:
  It is a bummer because I have absolutely loved going to this spa and would have never done this purposefully. Although I understand that I would be held accountable, this was not all my fault. I never received any text confirmations of my appointment being booked. In the past, I have always received notifications from the spa but had yet to receive any in regards to my last appointment. If I had known I booked an appointment, I would have shown up to a service that I knew I was being charged for. I asked my boyfriend to call in hopes that it would be resolved because I was severely disappointed. There were no threats whatsoever from my boyfriends end. He was simply trying to find a kind solution, but then you proceeded to tell him that thats just how it is and hang up the phone on him. I have proof of the text confirmations from my previous appointments and also showing that there are no texts from this last appointment that I was charged for. I am confident that this will be resolved. Best regards. 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:01/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 get my nails done here multiple times every 2weeks&I can say that the attention to detail&quality has diminishing returns. The 1st mani I got was gr8 &the technician took her time making sure each nail was symmetrically shaped&adequately coated with a priming base coat&assured me the gel would last at least 2weeks. It did&I happily went back attempting to get the same quality. I learned that leaving tips did not seem to matter to my technician, who I liked. Despite the chipping that occurred after subsequent appointments I went back hoping to get an experience similar to first time. Instead what I got was an entire nail of gel polish falling off 3-days after my manicure. I called and was told I could come in the next day to have it fixed. I checked in the next day and some staff seemed confused stating I dont know whats going on. After briefly waiting in the lobby my technician took me back, showed me a gold bottle of polish (the honey like adhesive) and asked me if she used it. Instantly I realized this is why my last few manicures have barely lasted and start lifting off my nails within a few days, snagging my hair with rough edges. I told her no thinking she would redo my entire $70 mani that was missing a critical step I tipped >20% for. She painted it the same way she did previously which shocked me. I came in with a crooked fingernail on that same apt.& it was painted that way and not filed. Each time I attend and she is eager to leave &get a coffee based off of the comments she made. The experience has hurt my feelings as I like to get my nails done to reduce stress&feel more confident, I feel more like Im a burden&that my technician is not happy with the time it takes to do each step. I felt awkward when she told me about another staff members relationship ending due to infidelity&didnt know what to say. I also felt very uncomfortable when she told me her personal life arrangements.Today is day 7 since my full-mani&several of my nails are snagging.

  Customer Answer

  Date: 01/06/2023

  Hello !
  I was able to get in touch with a nice woman who spoke to management on my behalf and they have issued a refund. Will you please close out my complaint from case # ********
  
  
  Thank you!
  
  ***********************