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:08/20/2023

  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.

  It is next to impossible to cancel your contract with the Willow Grove, PA location on *** **** ******. I’ve been instructed that they will only cancel contracts on Saturdays. I showed up on Saturday, August 19th and was told there is no manager on duty and no one can cancel my membership. This is after months, literal months of going back and forth to use up my prepaid packages. Staff would cancel (leaving me with shorter services than booked), and services I booked would be switched without my authorization (diamond facial, for example). I was then told to call on Sunday, August 20th. Then I was called later in the day and told the manager won’t be there on Sunday but will be there Monday and Tuesday but they couldn’t give me a time. It’s like playing whack a mole trying to pin down someone to let me out of this contract.

  Business Response

  Date: 09/09/2023

  Good Afternoon,

  This client has been reached out to and her membership has been successfully canceled. Please see attached documentation. We are considering this case closed.

  Thank you.

• Initial Complaint

  Date:01/09/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 called and cancelled an appointment, On the day of the appointment they reached out via voicemail saying they would be charging my card due to me being a no show. I informed them they did not have permission to charge my card. That I had cancelled the appointment. They had no knowledge of me canceling the appointment and froze my account. The manager was to reach out to me to sort out the issue, as I had only talked to a receptionist. I never received any contact from the manager or H&S after that. I had several credits on my account that needed to be used. I called to make an appointment. In doing so I was informed that there was an issue with my account that would first need resolved and I could not book any services until it was taken care of. The person who took care of the issues was not in and that I would have to call back, I also left my information for the manager to contact me. I called back on several different days and times over the next 4 weeks. Two of those times the manager ******* was to be in but conveniently those times I called there was no answer to the phones. I talked with another receptionist and stated I just wanted this resolved. She said you will want to speak with the manager ******* and put me on hold. Someone got on the phone claiming to be the manager and stated that my account had been closed and I no longer had credits at this establishment. I asked what we could do to fix this seeing as though i paid for services I did not receive. She said there is nothing she can do. That the system wont allow her to credit me and I would have to deal with it and open a new account to book services. I asked who her higher up was, she said the manger ************ and that she wouldn't be able to do more. I thought I was talking to ******* clearly not, I told her I wanted to speak with the manager. I was informed I wasn't a priority and it would be two weeks till I would hear from her. I have yet to hear from the manager at all.