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:06/24/2024

  Type:Customer Service 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 lodge a complaint regarding the unacceptable conditions at VYFY Wellness subsequent denial of services that I have experienced as a member. My membership, which was marketed as unlimited, has been rendered essentially useless due to the uncleanliness of the facility and other related issues.
  
  In March, I visited the facility and was appalled to find that it was unclean, there were body fluids present in the hyperbaric chamber. The CSR informed me that the material mat is never changed inside of the chamber. Additionally, there was a dog off its leash in the customer waiting area, which posed a significant health risk and was highly unprofessional. These conditions are far from what I was led to expect when I signed up for an unlimited membership, which I specifically sought out to benefit from the hyperbaric chamber and other health modalities offered at your location.
  
  As a lupus patient, maintaining a clean and safe environment is critical to my health. Unfortunately, after my visit, I was diagnosed with a facial bacterial infection, which I believe was contracted due to the unsanitary conditions at your facility.
  
  I have brought these issues to the attention of the facility director, who acknowledged the problems but failed to take adequate action to address them. Despite multiple requests for a refund due to the inability to use the services as promised, my requests have been repeatedly denied. This situation has not only affected my health but also put my bank account in jeopardy, as I am unable to access the services for which I paid a substantial amount.
  
  I am formally requesting a full refund of my membership fees due to the facility's failure to provide a clean and safe environment, which has directly impacted my ability to use the services.
  
  Please consider this letter as a final attempt to resolve this issue amicably before I action. I look seek legal action.

  

  Business Response

  Date: 08/01/2024

  ***** ******* 

   

  To whom it may concern, We have no record of a refund request. The Director at the time was retired from the military and had a service animal. The Director is no longer working for our facility. We have no record of a complaint about bodily fluids in any modality. We maintain stringent cleaning protocols that meet and exceed all requirements. With all that said, we have refunded the one-month membership in full and would have done so earlier if we had received a request. We wish *** *********** the best and hope she is healthy. The refund was placed on August 1st for $283.55 to the original payment method. 

  Customer Answer

  Date: 08/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The facility is continuing to be dishonest. If the dog were a service dog, it would have been identified as a service dog with a vest. In addition, Reese would have stated that in the text messages that were attached to my initial complaint. I requested a refund when I cancelled the membership and continued to do so through my bank stating that the service that were schedule to be provided were not and that I could no longer visit a facility that put my health in harm's way. Due to the denial of the refund that account has been in bad standings and is overdrawn. I left it that was as evidence because the average business in Louisville tends to play fast and loose with the truth and Vyfy is no different.

  In choosing to do business with a company that has since presented itself to be iniquitous, the decision has called my financial character into question. I am still dealing with the effects of the facial bacteria that presented itself just 2 days after visiting a facility that the Director at the time admitted the cleaning practices were questionable.

  
  
  Sincerely,
  
  
  
  **** ***********

  

  Business Response

  Date: 08/12/2024

  To whom it may concern:

  The disputed amount raised by *** ********** in her initial BBB Complaint was $280.  In response to her Complaint, VyFy explained the circumstances of the service animal, provided its position as to the cleanliness of its location and quality of its services, and refunded *** ********** on August 1st for $283.55 to her original payment method. As a result, VyFy has already provided *** ********** with exactly what she has requested.  VyFy wishes *** ********** nothing but the best.  As a result of the foregoing, we hope that the BBB will consider this matter closed. VyFY is happy to answer any all questions that the BBB may have.  

  Customer Answer

  Date: 08/13/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The refund has not been returned and because of the Vyfy's unscrupulous business practices the account used is severely overdrawn.
  
  
  
  Sincerely,
  
  
  
  **** ***********