Complaints

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• Initial Complaint

  Date:05/04/2023

  Type:Sales and Advertising 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.

  On May 2, 2023 me and my girlfriend booked a 60min sauna session at Cloud9 float and wellness. We got there at 8:30pm and were done by 9:40. This morning I received a call from the owner, accusing me and my girlfriend of having *** in the shower thats connected to the sauna room, claiming a customer complained about noises. This was not mentioned to ** when we were checking out from our session, and to be accused of doing something we absolutely didnt do is very disrespectful and unprofessional. The owner called screaming and yelling, and also said she refused to refund the prepaid credits I had for future sessions. Ive been a loyal customer of ********************* for over a year, and always go there with my girlfriend. Never once have I ever had an issue like this.

  Business Response

  Date: 05/04/2023

  This is The owner of Cloud-9 Float and wellness The customer in the complain came a year a go in march ,June, October, December, February and May 2nd which where the incident took place. which was 6 times in a year. they called and they booked an appointment an hour before they came 8:30 and the employer  that was working put them in at the same time there was another client in the other sauna which next to the sauna the customer was with his girlfriends there were there for about a half an hour when the incident happen when my employer got a phone call from the customer on the other sauna complain  of loud noises that were disturber the cracking of the wood from the sauna room. The sauna does not make noise and my employer called me on the phone telling me what is going one that there is a lot of noise coming from the sauna which i could hear on the phone when she went close at the door and she told me do you hear it and i said yes i do. i told her knock at the door and she did that and just asked them if they are safe and they said they were and after that all the noise stopped. I told her not to say anything about it or the other customer from the other sauna what they said  and i will call and take care of it tomorrow. 

  The customer on the other sauna came out earlier way before them he was very upset and he said that he felt very uncomfortable and could not stay any longer in in the sauna and this people next sauna decided to have some fun like they are on their home and not in a public place. never had a problem hearing noises from the other sauna and he is someone that comes 2 times and more a month. He said people should not have to hear something like this and this is not a place for people to have ***. I apologized to him and i told him i will give him his money back since he did not finish his session and i will give him another sauna free to make it up for to him. We never had a situation that noises come out of the sauna the sauna does not make noise. This is a family owed business a single mom with 7 kids i work too hard to create this business i work 7 days a week and i feel very disrespectful that someone will do that in my space. This cost me 75 dollars for the returned of the sauna the guy did not finish his session and another 75 dollars for free sauna.

  I called him the next morning as i told my employer i will call and take care of it. The customer with the girlfriend since the ******************** told me not to say his name even though he can say the name of my business. I try first to tell him that there was a customer that hear the noise the woman that was working and also me when she called me and told me what happen and when i told her to knock at the door so there are 3 people that hear the noise and he stared first saying that he did not do anything like that and he was telling me that i am spreading lies. I do not expect him to admit something like that but at the same time he can't tell me or the other 2 people that they didn't hear what they hear. He said both him an his girlfriend he ********************* a bad review and he will tell everyone not to come here. We have great reviews and we go out of our way to take care of our customers he is reporting here and not on ****** not wanted his name to show wonder why that is?

  Customer Answer

  Date: 05/08/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The owner of Cloud 9 responds to our complaint by making assumptions that the hearing of wood cracking was the sound of sexual activity, although through our conversation she said the noise was coming from the shower. Also, i challenge the owners claim that someone was in the next room complaining about noise, as the employee that was working mentioned that she was about to close before we came because there were no other customers within the last few hours. The only time we heard a knock at the door was from the employee asking if our sauna time was completed. We had 8mins  left on the timer the employee had set herself, and had related that to her at that time. Im not sure what sound of the cracking of wood was heard, and if so how that sound indicated that there was some sort of sexual activity occurring. They never said there was any heavy banging sound, nor any sound of pleasure occurring during this false accusation. Also in their response they never responded to the fact that I requested to be reimbursed for the sessions I prepaid for, and to close out the monthly billing process I set up with Cloud 9, which Im still currently paying for. 

  Business Response

  Date: 05/13/2023

  first of all i cancel his membership he is not getting charge. Second of all the the customer that was in the other sauna came out and earlier and told us of all the noise he was hearing when the girl that works there came and ask you if everything is OK is because the guy told her then she called me when i was on the phone when she asked are you safe her exact words then the noise stop. I told her not to say anything and i will handle the issue the next day

  Yes you were the last customer since the other customer came out early and that is why the girl came at the door which as i said i was on the phone the whole time. You are not going to make all 3 of us that we just decided to give you a hard time just because. you did not leave until after the noise and took 20 minutes more in the shower at some point you ask her who you talking to the guy and she said no the owner.

  You cost me money as i said above I will return the 2 credits that are in your account then i will delete those credits after i return the money you paid for  at 59 dollars each. you long into your account and see the 2 credits you have.  I will return the 2 credits I am not going to keep on texting back and forth with this. I don't expect for you to say yes to this but you can't tell me that the customer that came out early and can hear the noise and my employ and me while i was on the phone telling we are all wrong.

  I am done with this i am not spending any more time with this there are other sauna places you go give them the business.  and of course i keep you private no one know who is this customer but is Ok if everyone know about my business. 

  ***** the owner.

  Customer Answer

  Date: 05/18/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****