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:08/12/2022

  Type:Billing 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.

  On August 6, 2022 at 3:18pm we contacted Raffa to schedule three massages for 11:30a on August 12. We provided them with the required information, including our account information and payment card. We had a discussion with the business regarding using existing gift cards, and we were informed that it was easier to just use the credit card and then show up with the gift cards or call to provide them the gift card information. We tried multiple times during the week to provide the gift card information via phone, but no one ever answered their phone. We tried multiple times during their posted business hours.We provided a credit card at time of the reservation for the payment, as required/requested. When we showed up on August 12 for our scheduled appointments, we were informed that they had no record of booking. No record of cancellation, nothing. Since we make a good faith effort to utilize our gift cards by following the rules and they still denied to provide us services, we can only assume they do not intent to honor their debt, in the form of the prepaid gift card. We asked them to cash out the gift cards and the business refused.The front desk staff made us feel so unwelcome and tried to place the blame on us that we don't wish to return to such an environment where we would fear for our safety.All we requested is that they make this right. Three people took the day off to attend these appointments and we didn't ask them to reimburse us for the time off or the mileage, just to return our money that was used to purchase the gift cards, yet they refuse, as they are too busy out of the country.

  Business Response

  Date: 08/15/2022

  Thank you for reaching out to us. A guest contacted our facility and booked 3 massages over the phone. They were notified that payment is needed at time of booking but as a courtesy we would hold the appointment until the end of business day to give them time to give us their payment method. No one ever called back so as per our company policy the 3 appointments were cancelled. The clients showed up Friday expecting to receive massages while no payment was given as far as we could see. They were very rude to our front desk staff who was looking for the payment they kept insisting they gave. I was then contacted through email with the guest saying we took "the credit information" and in another email that a credit card was given. I responded asking for the credit information to try to research in case the payment was processed to another guest in error. The client refused to give any credit card or gift card information and stated I was talking in circles. Emails were sent to ****** confirming the appointment and then cancelling the appointment the same day because we had no record of receiving a payment. I would be happy to send copies of the email exchange and also the emails that were sent to ****** if necessary. Sorry the client failed to follow our protocol and the appointments were cancelled. We will not refund a gift card that was purchased for someone but are happy to allow the guest to use the gift card for any of our services or products when they provide the number to us.

   

  Customer Answer

  Date: 08/15/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Good afternoon, Thank you for the response.  

  The response is inaccurate.  We offered to provide the credit card information for her to do the research, but in a safe manner that is not a violation of PCI/PA-DDS, ie we are not willing to send the information over unsecured email.  We offered multiple times to provide the information for them to research (the payment card that was provided at time of booking) over the phone, but the business rejected this standard business practice.  

  Additionally, we provided the payment card information at time of booking to the business's agent.  The statement that this did not occur is 100% false.  

  The staff at the business were hostile to us and blamed us for the issue and trying to shift the blame from them not booking the appointments, even when we provided the credit card information at the time of booking, much like they are doing with their reply.  

  We can provide the copy of the email where we stated we would be happy to provide the information over a phone call multiple times, that the business rejected.  

  As the staff made us feel very unwelcome and were extremely hostile to us, we do not wish to obtain a service, now that we have tried and they failed to hold up their end.  As stated, we would like a refund for the gift cards.  
  
  Please advise if the email thread with our offer to provide the credit card/payment card info over the phone for their research is needed.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Matt

   

   

  Business Response

  Date: 08/15/2022

  Hi One of the guests called our facility and requested 3 massage appointments. The caller was told that in order to book any massage appointment the service needs to be paid in full as per our company policy. The guest asked to hold the appointment until she got the payment information. She was told the appointments would be held until the end of the day and if payment was not received the 3 appointments would be cancelled. The 3 appointments were reserved on 8/6 at 3:22. At the close of business no one ever called with a payment method, we gave a little extra time and still no payment was received so the appointments were cancelled and an email was sent 8/7 at 11:05am letting them know. On Friday the guests came in and expected to receive massages, they were very rude and unfortunately we were booked for the day. **** reached out via email saying "he gave credit information" then another email said he gave a credit card. I replied and asked what the last 4 numbers of the credit card he used and he refused to give me this information. If we charged his card in error and applied it to an incorrect account we would be happy to fix the error, however without that information I can not research the transaction he claims he made. The guest is also asking us to refund a gift card saying we did not allow him to use it. He never provided the number so until we receive the gift card number he would not be able to use it as a payment method. I have copies of our email exchange if you would like it and also the emails that were sent to the women who made the appointments over the phone.

  Customer Answer

  Date: 08/15/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Good afternoon, Thank you for the response.  
  The response is inaccurate.  We offered to provide the credit card information for her to do the research, but in a safe manner that is not a violation of PCI/PA-DDS, ie we are not willing to send the information over unsecured email.  We offered multiple times to provide the information for them to research (the payment card that was provided at time of booking) over the phone, but the business rejected this standard business practice.  
  Additionally, we provided the payment card information at time of booking to the business's agent.  The statement that this did not occur is 100% false.  
  The staff at the business were hostile to us and blamed us for the issue and trying to shift the blame from them not booking the appointments, even when we provided the credit card information at the time of booking, much like they are doing with their reply.  
  We can provide the copy of the email where we stated we would be happy to provide the information over a phone call multiple times, that the business rejected.  
  As the staff made us feel very unwelcome and were extremely hostile to us, we do not wish to obtain a service, now that we have tried and they failed to hold up their end.  As stated, we would like a refund for the gift cards.  
  
  Please advise if the email thread with our offer to provide the credit card/payment card info over the phone for their research is needed.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Matt