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:04/15/2025

  Type:Service or Repair 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.

  Business claims to have experience of “relaxation and calming your mind” continuous loud noises and interruptions during experience. Also claimed this could reduce anxiety and stress.

  
  
  Appointment was 8-9, we were left in the dark bathtub with no access to time, until 9:50 almost 1 hour after the agreed upon end to our experience. We believe the staff forgot about us and only remembered after they were doing their loud cleaning the whole time we were floating.

  
  
  No pathway for refunds or getting a hold of management, only lower level employees are ever able to be contacted. Staff admitted mistakes but talked over them as if they were insignificant. Multiple emails and phone calls later and still impossible to connect with any management team member.
  
  This has been a very stressful and anxious experience as well as terrible customer service.

  Business Response

  Date: 05/16/2025

  Were truly sorry that ******** and his wife had a disappointing experience at our Downtown ******** location. Weve taken the time to read their message thoroughly and reflect on what happened that evening.

  
  Its clear to us that a mix of things went wrongsome technical, some human. While we cant go back and change that, we want to acknowledge their experience and the frustration they felt, especially when it didnt match the standards we usually aim to provide.

  
  We did test the room afterward and couldnt recreate the issue with the music and light cues. Still, we understand that from the guests point of view, it felt like they were left in the darkliterally and figurativelywhich is the opposite of what we want people to feel in our space. On top of that, the sound disturbances and the lack of clear communication from staff after the float compounded the discomfort. Weve spoken with our team to make sure more care is given, even during end-of-day shifts, to make every guest feel supported.

  
  The delay in responding to Emmanuels initial email was never about a lack of care. Were a small business, and in the middle of training new managers at both locations, things have taken longer than usual. That said, we understand how that felt from their side, and we apologize for the radio silence and for adding to the feeling of being brushed off.

  
  In response, we offered a complimentary float and massage chair session for both ******** and his wifenot to make up for it with a coupon, but because we truly want them to have the experience they originally came in for. We still feel that this would be the most meaningful way to show that we care and are willing to earn back their trust. That offer still stands. If they return and it doesnt meet expectations again, we will happily issue a refund. That feels fair to us and keeps the door open to reconnect in good faith.

  
  We understand that sometimes people just want their money back and to move on. But we also believe in second chances, and were hoping this could still be one.