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:04/21/2025

  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.

  Bought a Groupon for Oasis Day Spa. When I got to the business the receptionist told me to give my information so she can redeemed my Groupon. After that she told me I had two fees from years ago no show, I told her I dont recall that and why I wasnt told on the phone when I booked with them. Im a former client. She was making nonsense excuses and I told her I would not pay any fees that I dont recall or owe from years ago. I had to call the police for the scam they advised me to contact better business bureau. The receptionist refused to give me her name and higher *** contact to make a complaint. Also refused to refund for my Groupon only if I paid her the scam late fees for no show from years ago. Very ***etting and uncomfortable situation. I felt discriminated for my gender the way she kept looking at me and laughing. I hope this employee get reprimanded by the owners and let go. So no one goes through this if they already havent.

  Business Response

  Date: 05/10/2025

  Dear Better Business Bureau,

  
  Thank you for the opportunity to respond to the recent complaint filed against Oasis Day Spa. We take all client concerns seriously and strive to address them with fairness, clarity, and professionalism.
  We regret that this client had an upsetting experience. However, the account provided in their complaint is inaccurate and misrepresents what actually occurred during their recent visit.
  
  The client in question is a former customer with a documented history of eight no-show appointments. Our spa policy, which all clients agree to in writing upon intake, outlines a $25 fee for missed appointments without prior cancellation. Despite this, we previously waived six of their no-show charges as a courtesy. The remaining two ($50 total) were never sent to collections, and we made multiple documented attempts to contact the client to resolve the issue.
  
  When the client returned under a different phone numberseemingly to avoid detection of the outstanding balancethey were greeted and checked in by me, the manager, as our receptionist was momentarily unavailable. Upon checking in, their account was flagged for the unpaid fees. I calmly informed them of the balance and explained our records, which include both paper and digital documentation of missed appointments and attempted communications.
  
  At this point, the client became visibly upset, loudly denied the charges, and began making personal accusations of my character and terrible personality. I remained calm, spoke gently, and offered multiple options to resolve the issue, including waiving another one of the two fees or allowing them to utilize one of their Groupon vouchers to resolve the balance. I even showed them our records to provide transparency.
  
  Unfortunately, their behavior escalated. They became disruptive to our spa environment, loudly demanding to speak with a managerdespite my repeated clarification that I was the manager on duty. Their tone became hostile, and they began storming around the lobby, tampering with spa items, and continuing to make personal attacks. Out of concern for staff and client safety, I asked them several times to leave. When they refused and began verbally threatening me, I was forced to call the police.
  
  While I was on the phone with the police, the client also called 911. They stepped outside during the call, at which point our staff locked the doors for safety. The client left before the police arrived. We shared the incident details and offered security footage to the responding officers, who advised us to formally trespass the individual to prevent future visits.
  
  There were no actions or comments made that could be construed as discriminatory. Our staff handled the situation with professionalism and restraint despite increasingly aggressive and threatening behavior from the client.
  
  Finally, in regard to the clients request for a refund: Ive personally confirmed that they have already received a full refund directly from Groupon for the vouchers they purchased. As such, there is no payment owed to them by Oasis Day Spa. In fact, they continue to have an outstanding balance due to us, which remains unresolved.
  
  At Oasis Day Spa, we are committed to offering a safe, respectful environment for all guests and staff. We sincerely regret that this interaction ended as it did but stand by the integrity of our policies, our documentation, and our conduct.
  Thank you for your attention to this matter. We are happy to provide further documentation if needed.
  
  Warm regards,?

  ******* A?

  Manager?

  Oasis Day Spa

  ?************
  

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23233612
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******