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:01/15/2025

  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.

  I had an appointment at Natures Spa and Wellness on Aug. 1, 2024. The massage therapist did not provide any of the services I paid for and he harmed injured and bruised me and it took over a week to get back to functioning. Discussed with owner and she was going to give me a refund and I told her I would rather have my appointment over again with a different therapist. She was also supposed to reinstate the Swedish massage I won as well. On Dec 6, 2024 when I called to make another appointment she only gave me credit for the massage I won not the other services I paid for. She has refused to give me the credit for that and now she is not giving me a refund or doing anything at all. I paid for services I did not receive and I was injured and bruised by the therapist.

  Business Response

  Date: 01/31/2025

  
  

  Customer Answer

  Date: 01/31/2025

   
  I am rejecting this response because: She is changing the narrative for her benefit. I have all of the documentation to back up what Im stating is true from my perspective. And this was the truth to the story from the very beginning and has never changed. She cannot keep my money for services I paid for and did not receive. The injury was stated from the very beginning. So she owes me the refund. Or services that I paid for and did not receive. I stated to her that I did not want a refund that I would rather have my appointment over with a more qualified therapist that follows protocol. Which is the same thing is getting a refund either a refund or have my appointment over. Nothing was complementary. The Swedish  massage I won. So I asked for it to be reinstated as well. So this is not a complicated matter I dont know why shes making this so difficult. I have the documents to prove everything
  
  

  Business Response

  Date: 02/06/2025

  Thank you for reaching out again regarding ******** ****** complaint. I appreciate the opportunity to clarify the situation.
  

  
  Ms. ***** did receive her scheduled services on August 1, 2024, which we can verify with our records, including her appointment history, the receipt of payment using her credit card at checkout, and any internal documentation from our team.
  
  After receiving the services, she expressed dissatisfaction. In response, I offered her two reasonable resolutions:
  1. A full refund for her service upgrades.
  2. A complimentary massage to give her another opportunity for a better experience.
  
  She declined both offers and instead demanded nearly $500 worth of additional services and upgrades beyond the original value of her appointment. When I declined this excessive request, she became combative, began contacting us repeatedly from multiple phone numbers, and escalated her communication to the point of harassment (I have these documents as well).
  Due to the nature and intensity of her behavior, we ultimately had to block her and ban her from our spa.
  
  To my knowledge, Ms. ***** has not provided any concrete evidence that she did not receive services only a written statement contradicting the available documentation. I respectfully request that the BBB hold both parties to the same standard of proof. If Ms. ***** has verifiable evidence to substantiate her claim, I am happy to review it. Otherwise, I ask that this complaint be dismissed, as it appears to be an attempt to manipulate the system rather than a genuine grievance.
  
  Please let me know if any additional documentation is required on our end. Thank you for your time.
  
  
  Best regards,
  Corie