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:03/27/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  became a member 7/2014 in **************** **. On or about 10/9/2022, around 12:00pm, H/S verbally told me I had 12 packages. 10/27/2022 I had only 6 packages left, despite only using 2 packages, 1 to a friend Allendale and 2 in *******. After numerous calls/emails, ********** explained that ************************* used 3, despite me only giving 2 services and they could not fix the mistake. I had to call the ******* location to rectify H/S mistake. H/S ******* took an extra package despite only me transferring 2. After that, i asked for an accounting as how many other times were more packages used despite me not using them. I emailed weekly for an accounting and always specifie "NO PHONE CALLS". I got one accounting for the last 12 months, but since I had numerous packages it would not useful. I again emailed for a full accounting. After receiving a garbled message in October, I updated my account with a current credit card as requested, and emailed h/s that i did such. I also stated "STOP CALLING ME, No PHONE CALLS, only emails." My request for communications by email was ignored. On 12/27/2022 my account was suspended for expired **** card, despite a valid card on line. I called was " you have 2 cards, one expired and one valid, which card would you like H/S to use. I then asked to speak to the manager to cancel the membership and i was told, I had to SIGN a Cancellation Form which would email. I emailed several times for an accounting and the form, explaining NO PHONE CALLS. Feb 1, the Cancellation Form arrived and I again, asked for an accounting before I sign the Form. In 3/2023 i was told my membership was cancelled and that i had 3 packages. However, I never signed the Form as I wanted a full accounting, as packages left differed again from 12/29/2022. I emailed over the issue again asking for an accounting. Their response "phone because we do choose this as our preferred method." and that I should reach out to each location for details.

• Initial Complaint

  Date:12/30/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Based on my experience, my complaint is that this particular business engaged in false, misleading customer communications and failed to fully disclose information regarding cancellation. On or about early November 2022, based on a special discount for first time customers, I was a first time spa customer with this **********************. I signed for a membership because the clerk advised me that the monthly fee would also cover a massage as long as I was able to get an appointment within that same month.My appointment in December was cancelled when I was exposed to COVID. I was not able to reschedule and so I was charged the fee for December. Since I was scheduled for surgery in January, I called to cancel. I was advised that I would need 30 days to cancel and I would be charged. Alternatively, I could freeze the account for 3 months at a cost of $10 a month. Even though the store's staff were friendly, I am very troubled by the failure to provide a copy of the contract at the time of signing; the failure to disclose the requirements for cancellation, and what appears to be misleading advertising (the on line ad says you can cancel at anytime without any conditions). I was constantly calling, and every time I stopped by, the manager was never in.My account has already been charged the $75. Now, I simply want to cancel without any further fees because there has not been a "meeting of the minds."