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:10/10/2023

  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.

  Hello,I'm just reaching out to see if you could help with my issue, which I tried to solve with your employee and had zero results. I went to the two Restore Hyper Wellness locations for help without any effect. I also called the ** and left a message, but I am still waiting for someone to call me back.I joined Restore in March 2023; your employee is telling me that the ***** fund card covers the service. This is what I also see on the ******** page.(Restore Hyper Wellness ... Don't forget! We do indeed accept FSA and HSA cards!! It can be used towards any service or membership. Talk to a team ...) Now, the biggest problem was when my *************** requested the service receipts, and ***** did not accept Restore Hyper Wellness' business and didn't want to pay for this wellness service.More problematic is being charged $664 in March for services I never agreed to buy because they were too expensive for me; I only knew about it once my *************** started requesting the receipt in June.Between March and June, I visited the services many times, and no one even mentioned that I have and paid a $664 service package that I need to use because it will expire at the end of the month (March); nope, your employee just said it expired when I asked about the charge which one I am not recognized. (June) I believe People will remember when they pay $600+!!!!I asked to return my money on the ***** Card because they charged me without asking, and I never used any of these service packs. The answer was no, we would not return it to you; it was not refundable. I did call My ***************, and they told me I have to repay all my visits to the Restore Hyper Back to the card because this is not a medical need. How come the Restore is advertised ************** and directly to customer?This is the fraud charge... and lie about (*****) FSA and HSA cover Services.

  Business Response

  Date: 10/11/2023

  Good afternoon,

  There are a few things here to address and I have told the same to ************************ in person when she visited the second store. She was not happy with what the manager at the first store was telling her, which I understand, as it is the same thing I told her at the second store. 

  Once a service or package is purchased, it is non-refundable. That is stated on our website under terms and conditions. She purchased a package 20% off during an anniversary event. She received the same service on March 19th at which she was asked if she wanted to presale a package for 20% off which would be charged on the 23rd. Two team members confirmed her presale purchase and let her know the charge would be on the 23rd.

  We do accept HSA and FSA. In the past, FSA has worked for medical services only while *** has worked for almost any service. If a person's card goes through, it is the card holder's responsibility to know what they can and can't do with their HSA and FSA dollars. There is no way for every employee to know what is or isn't covered on HSA / FSA as each program is different. A receipt was requested, and a receipt was given. I have attached the receipt to the response. The normal price was $831 and she received a 20% discount.

  Our packages expire either 100 days or 200 days from purchase, depending the number of sessions in the package. ************************ came in several months later, around July to my knowledge, demanding a refund. Her facial package expired on June 29th (100 days from purchase). As a courtesy, we reissued her facial package and let her know she had until October 19th to use the facials - we have now given 210 days to use the facials which can be used up in 20 days if the client wanted.

  As far as our team telling her credits are on her account, that is impossible to manage unless requested by the client. We service 50+ people per day and have several hundred members. It is impossible to tell people how many credits or what services they have on their account each visit unless they ask. We also have an app which shows you what is left on your account and when those services expire.

  We do provide medical and recovery services, if ************************ would like to use the amount she paid towards a medical or recovery service, we would be more than happy to issue a store credit to her account and allow her to use a different service, which we also told her in person. She visited two stores because she was not happy with the first answer she received. We are a franchise and owned and operated by a person rather than a company. We have done everything we can to fix this situation and to help the customer, but she has not been happy with our solutions. We are a business and she made a purchase. We cannot return a purchase from 4, now 7, months ago. That is an unreasonable request. We have offered to give her an account credit.

  In short, 1- our purchases are non-refundable, 2- the client needs to know what is / isn't covered from their HSA / FSA cards, there is no way my staff can know every employers different regulations 3- we offered an account credit towards a medical / wellness service to please the client 4- there is an app or she could have asked the front desk to check any credits on her account 5- we re-issued her expired facials for another 110 days so she could use them. I do deeply apologize if the client is not happy with this resolution. This is the first time anything like this has ever happened and we are doing our best to make the client happy and keep our business. Thank you!
  

  Business Response

  Date: 10/11/2023

  Hello,

  As I mentioned in my response, I am more than happy to issue a store credit for a wellness or medical service for the same dollar amount so she can submit to her *************** for approval.
  

  Customer Answer

  Date: 10/13/2023

  First of all, my *************** does not recognize you as the medical or Wellness services.

  If you have a medical service provider, please provide it to my ***************. (see attached )

  Due to you giving the wrong information(lie) about the cover by any benefits card, my ***** card is frozen, and I can not use it for my doctor ********************* need to get a refund of $ 664, which I never authorize and never have a service. 

  I am never going BACK  to your business, and I am not accepting a  store credit. 

  *********** OFFICE NEEDS TO CHANGE A MANAGER. She is not only rude to the customers; she is very disrespectful to her employees at the front customers. 

  Customer Answer

  Date: 10/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  First of all, my *************** does not recognize you as the medical or Wellness services.

  If you have a medical service provider, please provide it to my ***************. (see attached )

  Due to you giving the wrong information(lie) about the cover by any benefits card, my ***** card is frozen, and I can not use it for my doctor ******************* style="color: rgb(33, 37, 41); margin-top: 0px; margin-bottom: 1rem;">I need to get a refund of $ 664, which I never authorize and never have a service. 

  I am never going BACK  to your business, and I am not accepting a  store credit. 

  *********** OFFICE NEEDS TO CHANGE A MANAGER. She is not only rude to the customers; she is very disrespectful to her employees at the front customers. 

  
  Regards,
  
  ***********************************

  
  

  Business Response

  Date: 10/25/2023

  Good morning -

  I am messaging here for her complaint. It seems the main issue is her "*****" card rejected the services she paid for. I don't understand, or think it's reasonable, that our staff knows what every single HSA / FSA provider accepts as wellness / health. HSA is accepted for almost every transaction at our facility. FSA is mostly medical. There is no way for staff to know what providers accept which services, that responsibility has to be shifted to the consumer. This client did not know the rules of her card, put a facial package that was on sale on her account and now is demanding a refund 4-6 months later. She received a facial then wanted to presale the package at checkout for 4 days later when it was going on sale. We are a small business and there is no other business in America that would allow someone to return something 4-6 months later. I have also put the amount she spent on her account as a courtesy so she can use services accepted by her "*****" card. I am trying to be extremely accommodating and helpful to her. I understand "the customer is always right" philosophy - and we have a 4.9 rating in ****** with hundreds of reviews as we pride ourselves in customer service - but sometimes, the customer has made an error and it shouldn't be up to the business to make it right. A customer should know what their hsa / fsa program accepts and requires. The funds are available on her account at any of our stores, since she doesn't like the Carmel *** and she can use any of our services with that account credit. Please let me know if you would like me to do anything else to get this resolved. Thank you so much, have a great day!
  

  Business Response

  Date: 10/25/2023

  Good morning,

  I am sorry you are so upset with us. I understand you want a refund. Requesting a refund 4-6 months later is an unreasonable request. To kindly assist you, we have added this dollar amount to your account credit to be used at any of our locations for any services your "*****" card accepts. It is impossible for our staff, at any store, to know what clients hsa / fsa cards accepts. HSA is accepted and takes almost any service, we have NEVER had any issues with anyone's HSA card. FSA typically accepts medical services. At some point, a client needs to be held accountable for knowing what their card accepts, there is no way for our staff to know your company's policies. I have spoken to you in person and you have spoken with our managers. We have tried really hard to solve this with you. I understand you are not fond of the manager at one location since she wouldn't give you the refund, you can use this credit at any of our stores. We are a medical / wellness facility and do operate under a medical board. If you want to receive a medical service to enhance your wellness, we can easily provide you with a receipt proving the service was medical. I hope this helps. Thank you!
  

  Customer Answer

  Date: 10/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 

  As you see what is My ***** card needs to order to me as prove you are the legit to your "Medical Serves" . Refund money the only what i will accept.
  
  ["We need a letter of medical necessity from a physician as to why these services are necessary.  This can be faxed or emailed to the areas below.  Otherwise, these charges need to be refunded back to your card for future use.
  Provide details of why you are not satisfied with this resolution".]
  
  Regards,
  
  ***********************************

  
  

  Business Response

  Date: 10/30/2023

  Thank you very much for the update. I appreciate your help. Have a great day!