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:07/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  In October of 2017, after a stat at Spa Mirbeau in Skaneateles, NY. We agreed with their claims of a “wonderful night’s sleep” on their mattresses and purchased a king size. These were in the MIRBEAU ESTATE COLLECTION made by ********** **** We spent $2019. on the mattress alone, partly because of the included 20 year warranty.
  
  We covered the mattress immediately and placed it on newly purchased box springs to maximize wear and comfort. We rotated it regularly. Despite our best efforts, we recently noted that the sags and valleys would no longer spring back and my husband and I began to wake up with backaches. When I called Mirbeau, I was given instructions to take and submit photos, which I promptly did. A week later, I received a response saying, “We just heard back from the mattress manufacturer. He took at the photos and noticed that there are stains which voids the warranty. He also mentioned that this looks like normal wear for a 7 year old mattress.”
  
  There were shadows on those photos from the quilting on the mattress because I had taken off the bedding. There were no stains! Our sags and valleys met and exceeded the “1 1/2 inch” parameters of the warranty.
  
  Because we were no longer able to get a decent night’s sleep on our mattress, and we got no warranty satisfaction, we were forced to purchase a new one. This was an unexpected and untimely expense on our retirement budget.
  
  I feel strongly that neither the Spa nor the Manufacturer stood by their claims and I am seeking a refund of my purchase price.
  
  Anything you can do to make us whole will be appreciated. 

  Business Response

  Date: 07/31/2023

  Hello, I have attached the warranty and the images (without the sheet on it) which **** ********* sent us at first compliant. It has obvious stains on the mattress. I forwarded on the images to our Manufacturer, *********, who in turn stated that that is normal wear for a 7 year old mattress, and could not be returned because of the stains. Since we are a second party and her warranty is with *********, we request she file the complaint direct with them. 

  Customer Answer

  Date: 08/02/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards, 
  
  **** ********* 

• Initial Complaint

  Date:07/13/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  In the end of June this year I placed a reservation for July 7-8, 2023 for me and my friend for one night In Mirbeau Inn and Spa. The employee at the front desk made a reservation, saying that it would cost $780 for a room with patio, including massage for two. He asked our preferences - lady or man masus and whether we preferred to be massaged together or in separate rooms. Happy we moved into the room on the 7th of July. In the morning next day checking out, we got one more bill for massages. $404. It was a surprise for me, because i remembered that $780 included massages as well. I asked how much was the room, and then I learned that I had been told in advance the price, that I misunderstood the front desk employee, etc. of course, we paid invoice in full, but thoughts of the one night stay that cost us over one thousand dollars never left me. Coming home, I wrote an email to Inn and Spa asking to send me a price list of their rooms and services. I was given only the prices of spa services, but not rooms. After several emails to the front desk of Inn and Spa i DID NOT get definite answer - how much was the real cost of our room. I hope you will help me to reveal the secret rice of a room with patio and what percentage they add for the whole holiday week. And also i would like a billing adjustment be made. I can provide our correspondence with the Mirbeau inn and Spa representatives.

  Customer Answer

  Date: 07/13/2023

  No , it is not Pinehill property location

  Business Response

  Date: 07/13/2023

  Good morning,                 Attached is the audio recording with our Reservation specialist and ****** ******. It is stated in this call what the price of the  room is and what is included with that price and then what she was quoted for the spa treatments. I cannot speak to what was understood by Ms. ******, but listening to the call, it is clear what she was quoted. If you need anything additional, please let me know.  Thank you,  Jenna F******* Guest Services Manager & Bookkeeper 

  Customer Answer

  Date: 07/13/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  
  
  Regards, 
  
  ****** ******