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:12/11/2023

  Type:Customer Service 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 had an appointment, and I was sick in the morning so I called and I canceled. When a staff member called me 10 minutes after my appointment began and said I would be charged 50% I told her that I was sick but that I could still come in and get a service done and that I was five minutes away. She paused and said well actually we are booked solid and she has another appointment right after you so you wouldnt be able to come in. I said can I at least reschedule so I would not be charged 50%? And it is wrong of me to come in when I am sick and endanger the rest of your clients. I personally work in a medical practice and we do not want patients coming in when they are sick and specifically for this reason we do not charge them if they cancel the day of. This is a medical practice and they should adhere to appropriate medical standards.I never received my service, I never was given an opportunity to reschedule, and worst of all, I tried to say I can come in and I am 5 minutes away, but when she heard I am sick, she refused to let me come in. This is an awful business and I will make sure everyone knows it.

  Business Response

  Date: 12/27/2023

  ***************,

  I am responding to a complaint filed by **************.  She had booked an appointment at our day spa. We are not a medical facility as she stated. We have a strict 48 hour window with our cancellation policy We do this to protect our small business and our commission based technicians. Guests receive notice three days prior where they may cancel or reschedule without a penalty.  They also recieve another notice an hour before their service.  Many times clients are disrespectful of the techs time. If they no show or cancel last minute this affects our technicians livelihood. That day ******, our Massage therapist showed up on time, set up and was waiting for **************.  When booking an appointment with us the guest must check off the box which states that they will be charged 50% for a No show or late cancellation. They must also use a card on file for this reason. All guests are required to do so in order to book.  We have two  front desk spa coordinators who are sweet as gold, friendly, respectful and knowledgeable  of our policies. ********, who spoke with ************** let me know as soon as I came in about the situation and that the client was not  happy about the policy, was rude, demanded a refund and was reporting us to BBB. We have over 200 five star reviews, surely this means something. Are we perfect? Absolutely not. But we are never disrespectful. ******** was kind and simply setting business boundaries as she does with each guest  that agrees to our policy because they respect us as a small business. We have never met ************** as she has never been to our business. No hard feelings. Simply business. A small business trying to stay afloat.