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:10/21/2024

  Type:Billing 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 writing to formally file a complaint against Woodhouse Spa located in **********, **. On 10/20/2024, I booked a 50-minute massage and a manicure at this location. However, upon arrival at 10:15 AM, which was within the spas 15-minute grace ******* the therapist, *******, informed me that my massage would only be 30 minutes instead of the 50 minutes I had scheduled. I found this unprofessional and disappointing, as the change was made without prior notice, and it made me feel that my business was not valued.Given the poor service, I requested to cancel my manicure appointment and made it clear that I did not wish to pay for either the shortened massage or the canceled manicure. Despite my request, the *** proceeded to charge my card for both the 50-minute massage and the manicure I did not receive, without my consent.I spoke with ***** at the front desk to seek a resolution and a refund, but I was met with refusal. These unauthorized charges feel both unethical and illegal, as I was charged for services that I did not receive and were either incomplete or canceled.I am seeking the following resolution:A full refund for the massage and manicure that were charged without my permission.I am disappointed with the service and lack of accountability I experienced at this location. Thank you for your assistance in this matter. I look forward to your prompt response.Sincerely,****** ********

  Business Response

  Date: 10/21/2024

  Dear Makeda,

   Thank you for reaching out to share your concerns about your recent experience with us. We genuinely value your feedback and are sorry to hear that you felt you did not receive the full service time you expected.

  We understand that arriving late can be frustrating, and we strive to accommodate all of our guests to the best of our ability. However, our policy is to ensure that each guest receives a quality experience while respecting the schedules of all clients. Unfortunately, when guests arrive late, and therefore appointments start late, we have to adjust the remaining service time accordingly.

  We'd like to understand where you read that we have a 15 minute ***** period with reservations so that we can prevent this from happening in the future.  Attached are the confirmations and communications that were sent to you in regards to our arrival time policy and our cancellation policy.

  To address your complaint, we would like to refund you the difference between our 50 minute massage service and our 25 minute relax and run treatment as that aligns with the hands on time that you received. The refund value would be a total of $25 to your card. 

  As for the nail treatment, unfortunately choosing to not receive the service falls outside of our 24 hour cancellation policy which was communicated in your text and email confirmations. 
  
  We genuinely appreciate your understanding of our policies and hope to continue providing you with great service in the future.