Complaints

This profile includes complaints for Fountain European Day Spa's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Fountain European Day Spa

  1100 Route 17 North Ramsey, NJ 07446

• 

  Fountain European Day Spa

  Route 4 at Riverside Hackensack, NJ 07601

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:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Appointment on 12/24/2024 at 12pm for a 90 minute pedicure with warm paraffin, callous eliminator, & 25 minute massage for 115.00 and a 30 minute conditioning manicure with softening cream application for 25 dollars. Wasn’t taken in until 12:15pm. Pedicure started at 12:24 and finished at 12:53pm. Never saw the callous eliminator, the warm paraffin treatment was not in the paraffin foot tub. She put my feet in plastic bags from the produce section of the supermarket. The paraffin sunk to the bottom and my foot barely fit in the bag. She didn’t file/smooth my toe nails down. She didn’t offer to cut my toe nails. The massage wasn’t even 10 minutes.
  Regarding the manicure, I wasn’t asked if I wanted my cuticles cut or pushed back. I had to repeatedly tell her to remove my hang nails on the side of my fingers. She jabbed me with the utensil, when I reacted to it, instead of apologizing and continuing, she stopped grooming the area all with attitude. After, she states the polish I chose was old. If she knew that why not tell me when I was selecting in the very beginning. The manicure lasted approximately 13-15 minutes. There wasn’t any assistance at the drying area. I was left there indefinitely. No one returned to remove the dividers from my toes, no one checked on me, no one ever returned to get my coat. I had to find it on my own. I have a mobility disability that requires assistance with a cane and braces and was told no problem which I informed them of while making the appointment. It appears that didn’t matter. When I finally got downstairs to the main desk, several people were waiting as well. Only one person was there and not acknowledging anyone. I had a $150.00 credit certificate from previous bad service about a year ago. When I informed them of it, the apologized but only offered a credit in the form of a certificate. The previous bad service included extreme racist statements as well of inappropriate personal questions. The offer was $150.00 credit.

  Business Response

  Date: 02/25/2025

   

  We have investigated the complaint and found the following facts: The manicure and pedicure was performed by one of our most experienced nail techs. who has been employed with the company for many years, during which we have never received a complaint. We found that you also received services a year prior, December 2023. A credit was given in the amount of $150 due to your complaint. This credit was issued without following proper investigation procedures or authorization. We therefore deny the request for a refund.

   

  ******

  Customer Answer

  Date: 02/25/2025

  
  Complaint: 22815994
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  Flossa Green

  Customer Answer

  Date: 02/26/2025

  
  Complaint: 22815994
  
  I am rejecting this response because:
  
  Firstly, this person ****** states he didnt properly investigate the first complaint. Whose lack of professionalism and fault is that. Also he didnt even acknowledge that during both visits the required time for services was decreased by a minimum of forty percent (40%) but the price was not reduced. Regarding the pedicure, please reference the original complaint, the proper equipment wasnt even used for the paraffin treatment both times, vegetable bags were used instead of the proper heated paraffin tub. The manicure  resting block for your hands for the second visit. The advertised time for the manicure was massively reduced both times as well. Both of these employees asked numerous extremely personal questions about my marital status, the affordability of residence, financial status, as well as political preference and opinion. When stated I dont discuss, questions continued. I understand in this type of environment social conversation will occur, however not to level they took it.  This was extremely inappropriate. After being asked where I lived, both of these older women began the illicit and racial inquiries because of my race. I knew this was their purpose because this isnt the first or second time I have experienced this. You are in the middle of the service, which makes it difficult to just get up and leave. Also the professional effort wasnt executed. My toenails were not filed down completely, I wasnt asked about how I wanted my cuticles treated on both hands and feet. This lack of treatment occurred after it was acknowledged I wasnt going to answer questions. I accepted the ****** credit not anticipating this would happen a second time.
  In addition, the second visit totaled $140.00. My credit was ******. They would not refund my $10.00 balance.  Research Yelp, or ****** other sources online about The Fountain reducing the service time and at times not properly completing the service as well but charging full price.

  This person named ****** just talks about how great these employees are and they have been with the company for years.
  ****** did not acknowledge anything about the cheating services received or prohibited questionnaire. 
  Instead of being defensive and deny these allegations, ****** should work on correcting this unprofessional behavior instead of defending it. 
  

  I know I am not the first that has experienced this and if nothing is done I know I wont be the last. Its just that some will let it go and not return to this establishment. 
  

  Therefore, I do deserve a full refund of $******.

  
  Regards,
  
  Flossa Green