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:06/06/2025

  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 am trying to cancel a subscription and the business will not take my request.I have made multiple phone calls and text messages (images attached) They billed me again today!I have 12.5 outstanding services (These are paid in full)They said if they refund todays $65 transaction (that was not authorized, post cancellation) , I will loose all these credits for services I've paid for that were never rendered. ($812.50 that I have paid this company)

  Business Response

  Date: 06/10/2025

  Attached is his signed membership agreement which clearly states that his membership services will expire following termination of membership.  We will not be refunding him for unused services.

  Also attached is the screenshot of the email with the cancellation form that our Assistant Manager, ******, sent on 6/6/25 which he had not signed and returned as of 6/9/25.

  Additional notes from our Manager, ******** from 6/9/25:

  ---

  He was not promised any refund.
  
  Assistant Manager, ******, spoke to him on 6/3/25.  He was requesting to cancel.  Because his billing date is on the 6th which is within the 10 day window, she told him she could email the forms, but that his 6/6/25 payment would still process.  He told her no - we weren't going to charge him.  She again explained it.  He said he would lock his card.  She warned him that if his account went suspended, he would be at risk of losing his accrued services.  He again said no he's not making the payment, and that we weren't not charging him.  They went through this at least 3 times and he hung up on her.
  
  He then called on 6/5/25 and spoke to Front Desk Associate, *******, and said he wanted to cancel.  Assistant Manager, ******, was on a call so he was put on the manager log. 
  
  On 6/6/25, he started to send text messages.  He didn't call the week before. He had spoken to Jasmin on 6/3/25. There are Visit notes in ***** (our point of sale system) from that day. 
  After these texts is when the cancellation forms were sent.  He has not returned signed forms.

  ---

• Initial Complaint

  Date:11/30/2024

  Type:Billing 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 went in to cancel membership in October was told no manager is on duty to cancel it. I now today try to cancel and they tell me I cant because payment is past due. Payment was not past due when I tried to cancel. No I have to forfeit massage earned because I cant no longer pay and because they wouldnt cancel it. Manager ******** mentioned the staff is not trained to do so.