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Business Profile

Spa

The Spa Lounge

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Spa.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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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Complaint status

Complaint type

  • Initial Complaint

    Date:12/12/2022

    Type:Service or Repair 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.
    300.00 was given to company . They heard the issues with there employs. offered 100.00 back then decided to tell me to take my family and I business some where else and not correct the issues

    Business Response

    Date: 12/12/2022

    Hello, 

     

    Mr. **** came in for a 90 minute Four hands massage. This massage requires two therapists to be present in the room. In speaking with our staff members they both indicated that Mr. **** said he thoroughly enjoyed his massage. They spent equal amounts of time on legs, backs and shoulders and the therapists provided him the full massage time. We also reviewed our video for his checkout process and when asked about how is services were he indicated that they were good. he also tipped both of our massage therapist $30 each. Thus also seeming to indicate that he enjoyed the services with them. We met with both of our therapist and they both indicated that he was very happy with his service. The therapist that worked on him was one of our senior therapist and very trusted and professional and she indicated that she even went to great lengths to provide additional stretching. Mr. **** demanded a full refund and upon review with our staff we felt we give him the highest levels of customer service. He then threatened that if we didnt give him money back he would go and leave us a bad review. At the end of the day we do not guaranteed results and this was agreed to upon check as indicated in the release form. Mr. **** received 90 minutes of massage therapy from two of our therapist who worked hard to deliver this service Simply saying it wasnt good and demanding money back is not something we do. 

    Thanks

    The Spa Lounge

    Customer Answer

    Date: 12/13/2022


    Complaint: ********

    I am rejecting this response because:

    ----CONTRACT WAS INCORRECT ...

    Wrong state laws written for South Dakota not Utah 

    also in the system I was under Everety ? Management could not find me to start the issues 
    Sincerely,

    ******* ****

  • Initial Complaint

    Date:10/06/2022

    Type:Product 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 have been a member at this place for quite some time and twice this issue has happened to me. The issue is I have had my debit card compromised and being that my membership is on a monthly payment option. I had physically brought my card on in to be updated during my service and was charged for my additional add on service. I was informed that they had updated my membership enrollment to charge the new card. I went in for another appointment having 8 credits built up and when I went to go pay . They informed me my membership was canceled and I lost my 8 credits which values almost 560 bucks along with the additional tip that is given for services. So being that I wasn't a member I was not given a discount for my service in sept and charged the full amount for a service.The other complaint I in addition to the girl promising me my membership was updated and everything was all set. Is that the same day of my service I was told I have 3 months to use up my credits from time of cancelation which would still put me in the window to use my credits and not have to pay full cost for my service. So nothing was even followed per their policy . I am very frustrated the time I am wasting as well as money at this business. I feel robbed. Especially when they call the manager and she is can't provide a resolution because the system canceled me in error and there was nothing for them to do about it. So I was told to email the business owner and that ***** can't be reached via phone either to straighten this out. My expectation is a refund of all my 8 credits or allow me to use them up in a time period , which i was never given and also a reimbursement from my last service which should not have been paid at full cost due to being a member or would have used a credit to apply to the amount .

    Business Response

    Date: 10/17/2022

    We reached out directly to ***** and worked with her to allow her to use all of her remaining benefits. We believe this issue is resolved and customer issues has been addressed 

The Spa Lounge is NOT a BBB Accredited Business.

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