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Business Profile

Spa

East Coast Float Spa

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:05/16/2023

    Type:Billing Issues
    Status:
    Answered
    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 a membership with this company and I started using their services on 8/31/2022. I discontinued my membership on 10/31/2022, At that time I told the spa that I would resume sessions after my knee replacement surgery sometime in 2023 possibly in January. I made it absolutely clear verbally that knee replacement surgery recovery time is variable and that I would call them to reschedule. My knee replacement surgery had been scheduled for November 8th but was cancelled by the surgeon one week prior due to his needing surgery. I finally had my surgery on 2/7/2023. I never called to reschedule. When I realized I was being charged I called to ask about why and I was told someone would get back to me. No one got back to me despite my follow up calls. I finally emailed the manager directly to explain this situation and offered to use the three months of charges as a credit for future services. I was told they would not do that or refund the charges in any way even though they know I had not used the services since 10/31/2022!!! I filed a complaint with my credit card company and they made claims to the cc company that they had sent to me numerous emails and that I had opened them and thus am liable for services I never used. In my opinion they are being unreasonable and taking advantage of a senior citizen who had a serious health problem. The remedy that is just is for them to issue a credit of $99 for the Three(3) months that they charged me and I did not use their service.

    Business Response

    Date: 06/15/2023

    Please see the attached documentation; the attached documentation is what was submitted to the customer's bank which did not rule in the customer's favor and ruled in our favor due to the fact we sent multiple pieces of communication to the customer and the customer was aware of them as evidenced by electronic confirmation that the emails were opened and read, and the customer did not contact us. Much like a gym membership, if a customer chooses to not come in to use it during a period in which they have paid, they are not subject to a refund simply because they decided not to use the services for which they paid, particularly when the company is sending communication to inform them that they are being billed and have services available to use, and the customer is receiving and reading these communications.

East Coast Float Spa is NOT a BBB Accredited Business.

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