Complaints

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• Initial Complaint

  Date:04/01/2024

  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.

  I purchased a 3 times visit massage package back in 2022 and for the whole last year, 2023, I tried to schedule in and they always told me that they're booked or have no schedule available. I tried to schedule again this year, but they told me that my package have been expired and no longer valid. I asked for a refund, but they refused to help me or even offer any partial refunds.They're basically sold me a scam.I called multiple times during November 2022, almost every week.Twice in December, ****** times in 2023 every other months.2 times in 2024.It dosen't make any sense.

  Business Response

  Date: 08/13/2024

  Good Morning

  This is the first time I am receiving any information about this case. we have looked up the clients information and with what was provided we don't even see them in our system. we have no one in our system under ************** to further look into this I will need a phone number, how they purchased it. the date they purchased it and the phone number that they are calling to make the appointments. there is to my knowledge another Spaology here in town so maybe that's the confusion, not sure.  once i have all that information i can go back and research what has happened. We do work with ALL our clients, we do have a wait list so if spots do come open we call those clients on them. and that works 90 percent of the time. The 13 years that we have been in business we have never had anyone for over 2 years try and get into spaology and then us not work with them is 100% false. We are proud of out customer services here at ********************** and want nothing but the best service and experience for all our clients. Now in the same sense we allow a year after purchase date to use all services. We have had that in place from day one or they can trade it out for different services. so, once again you can under stand my confusion when we don't have the client ************* in our system and i am the owner and have never spoke once to a *************. if they can send all that information in that i requested i will be happy to assist them. 

  Thank You

   

  Business Response

  Date: 08/13/2024

  so we saw that clients number this is under ***************;

  they bought a package for $150 3 massages. (6/2022)

  they came in for a visit 8/2022 had another massage for 1/2023 and they did a no call no show. with out a 24 hr cancellation we automatically take a massage to pay the therapist for the time they where here. so there is one massage on the account. and that package expired 6/2023 

  i still have never had a request for a refund from this client or never got a voicemail from this client once. i am always willing to work with clients even if its switching the package for the same value in a different service. 

  we also had four massage therapist at that time and most of them you could get in with within a day or two. same still holds for today i can get a client in with in a day or two. it doesnt take months to get in to our Spa. 

  hopefully that clears it up