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:05/23/2024

  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 5/21/2024 I had an appointment scheduled for 10 AM. I arrived early and went into the building, but no one was at the salon. I called 5 times between 9:48 and 10:18 AM from the parking lot of the building but all calls went to voicemail. I was charged a $55 “no-show fee“ despite being early for my appointment and physically present at the building. I called the salon multiple times both that afternoon and the next day and spoke with the owner who refused to refund my $55 despite me being on time for my appointment. The owner also admitted on the phone that her employee did not arrive until after 10 AM, but despite this, she still refused to refund me the $55 and repeatedly called me a “no show.”

  Business Response

  Date: 05/30/2024

  This client booked her appointment online, so she was made aware of our cancelation and no show policies which are listed before you submit your appointment online. This fact can be check through our website at *****************. We open at 10am, Monday through Saturday, and are closed on Sundays. She admitted to me when she called that she arrived 25 minutes prior to her appointment time, meaning 25 minutes prior to us actually opening. She then returned to her car, and never actually tried to enter the building again. Even at her appointment time. When she spoke to me that afternoon, she was informed that someone was here on time for her appointment, and ready for her appointment, but I assume she had already left at that time. We charged her a no show fee because she did not come into the building for her appointment, and left before her actual appointment time. My employee arrived about 10 minutes before our opening time, and did not see anyone in our parking area. I also have a security system, and I did not see her in the areas that she claimed to have entered to "check if we were open" nearly 30 minutes before our opening time. In my opinion, she showed up early, was upset we weren't able to take her nearly half an hour before we opened, and then violated our no show policy. Now she wants a refund after standing up my employee.  

  Customer Answer

  Date: 05/31/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. 
  I am deeply offended by the response of Serendipity Spa. I cannot express enough how disappointed I am that this owner would lie and state falsities so blatantly. As I said in my previous message, I arrived at 9:45 AM. My appointment was to begin at 10 AM. The last time I checked, that is 15 minutes prior to my appointment time which is an acceptable amount of time to present early for a service. In the owners statement of lies, she misrepresented and stated that I was there 25 minutes before opening. That is simply not true. Also, she claims that her employee showed up 10 minutes early at 9:50, when in fact, she admitted on the phone to me that she saw her employee on camera at approximately 10:02 AM. In my books that is two minutes LATE to a service, not 10 minutes early.  Further, the owner did not address in her response my statement that I called five times between 9:48 AM and 10:17 AM. If an employee was in the building, they should have answered the phone at least once during those five attempts. I understand that the company has a policy for “no-shows,” but I was not a no-show. I was physically in the building, outside of the building, and I had made numerous attempts to telephone the business. If this business is so attached to their policies, then why is an employee allowed to show up late for a service. 10:02 is late for a 10 AM service there is no other way to look at that. 
  

  This is not about the money, but about the lack of good customer service. Their employees arrive at work late, their staff ignores phone calls, and they classify people who are physically present and try to remedy a situation with communication “no shows.” This is one of the worst customer service encounters I have ever had. 
  

• Initial Complaint

  Date:09/02/2022

  Type:Billing 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.

  Serendipity spa and salon charged me $60 dollars for an appointment that was scheduled for August 20th with out my authorization. I received services from this business July, paid for services provided and scheduled a 4 week follow up apt. I do not recall any form of courtesy reminder prior to Aug 20th or I would of canceled at that time, nor would I have scheduled an appointment that far in advance had I known there was a no show penalty charge due to my travel schedule being so widely unpredictable at this time. I’m not sure where I’ll be on a day to day basis let alone weeks out which led me to finding this place last minute driving through ********** on my way to **** in July. They refused to refund my $60 and proceeded to educate me on this policy that is clearly stated at the time of booking online or over the phone scheduling in which I’d done neither, I booked in person at the time of paying for my July services where, I’m assuming, my card was stored on file for the scheduled August appointment.

  Customer Answer

  Date: 09/24/2022

  [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  At this time, I have not been contacted by Serendipity Spa and Salon regarding complaint ID ********.
  
  
  
  Regards,
  
  
  
  ******* ************