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Business Profile

Spa

Exhale Spa

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:11/25/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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 written proof that the business agreed to something and then backed out, I did not receive the service. I pay a monthly membership of $145.00 and from day one of my membership I have asked to have a note on my file that states I require a the facial tech to wear a mask. The tech knows this and has worn a mask for the last three facials but on the fourth she refused. I did not feel comfortable proceeding with the facial and the front desk staff, *****, said he would issue a refund and assist in cancelling my membership. I left, trusting his word. He did not do either of these things and I had to contact head office and they said they would NOT issue a refund because they are following ***. Not only was I already promised a refund, but the citing of the *** is irrelevant to me, there was a commitment on their end (I have written proof of them agreeing to wear a mask). I am seeking a refund of $145.00 and am hopeful that I will not see another monthly charge for next month's membership, although I am skeptical because of the lack of integrity I have experienced from this business. They told me I could come back to use my monthly credit but I do not trust them and they will not wear a mask. If not wearing a mask was the intention of the the tech, she had over a month to cancel my appointment as it was made well in advance. Instead, I wasted my time getting all the way down to the spa. This is unreasonable and the solution is very simple. The business has ignored my emails (I was dealing with ******** **** from head office but cc'd the Boston location and the general info email) and phone calls and does not want to come to a resolution. I am shocked by the lack of integrity and simply want a refund of $145.00 for a service that was NOT rendered.

    Customer Answer

    Date: 12/06/2024

    I have not heard from the business in response to my complaint. My emails continue to be ignored, the business does not want to work with me towards a fair resolution. 

Exhale Spa is NOT a BBB Accredited Business.

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