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Business Profile

Spa

Soma Wellness Spa LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:02/08/2023

    Type:Billing Issues
    Status:
    Unresolved
    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 was charged three times ($1904 each time) for a massage package when it was really only suppose to be charged two times. For the 3rd charge, I had mentioned I did not approve of the charge and the employee said it wont be charged and yet it was charged anyways. When asked for a refund, the owner said per policy they could not give me a refund with no further explanation. When asked for further explanation, I was not given a response and my email was ignored altogether.

    Business Response

    Date: 02/08/2023

    We responded to *************** on 1/31/2023, detailing her transactions with us regarding massage packages. We confirmed her transactions were indeed authorized and noted that the auto-renewals were cancelled on 8/31/2022 with no mention from her about double charges or needing a refund. After she threatened litigation, we responded 2/8/2023, reiterating our position, the paper trail, and providing a PDF copy of our return policies for her records. I do not see the value in furthering the conversation. These transactions took place almost a year ago and are just now being brought up for a refund. Please advise. Attached are our responses to the email thread with *************** and our return policy. 

    Customer Answer

    Date: 02/22/2023

     
    Complaint: 19362709

    I am rejecting this response because: I would like to reopen my case as I did not see the email of when the business responded. I am ABSOLUTELY NOT satisfied with the business's response. She is lying. While she provided me with the transaction history, I verbally did NOT approve of my third charge. She claims that I approved of it with her but I have never spoken with her ever until this incident happened. I was reassured by her front desk staff that it would not be charged so I trusted that it would not be charged since I have been with them for 3 years as a client. I recently looked at my statement and realized it was charged. She charged me $1904 one month for a 20 massage package and another $1904 the next month for another 20 massage. What sense does this make? Who uses up 20 massages in one month? 

    Sincerely,

    *********************

Soma Wellness Spa LLC is NOT a BBB Accredited Business.

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