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Business Profile

Health and Wellness

Thrive Wheeling, LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health and Wellness.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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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Complaint status

Complaint type

  • Initial Complaint

    Date:09/03/2024

    Type:Customer Service 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 paid for a package for ********, it’s laser on your face to tighten your pores. I paid $1700 for six treatments. I went in for my first treatment and 30 minutes into the treatment machine shorted out. There was smoke everywhere and I had to run out of the room. The fuses shorted out and burned. I did not want to return and asked for a full refund. She said she would not refund me. I think that because the machine filled the room with nasty stinky dirty smoke that I should be eligible for a full refund. It was not relaxing or professional to have to run out of the room .

    Business Response

    Date: 09/07/2024

    Details of this client's experience are in the attached document.

    **** arrived at ThrIVe Wheeling to begin her first treatment. Unfortunately, towards the end of the session, the treatment device malfunctioned, leaving only a small portion of her treatment incomplete. This malfunction, which was beyond our control, meant the device was inoperable. Our provider, Christy, informed **** that the device would need servicing and assured her that we would compensate for the inconvenience by either making up the incomplete treatment at her next session or extending her treatment plan to include additional services


    **** is not entitled to a refund. She agreed to the no-refund policy and we remain committed to fulfilling her purchased treatments as planned. As of September 7, 2024, we have received a loaner device and have resumed treatments.

    We regret the inconvenience caused by the device malfunction and are dedicated to providing **** with the best possible care. We wish to address her concerns appropriately and continue to offer her the services she has paid for. A chargeback and BBB complaint are not warranted as per the terms of her purchase agreement. **** still has six treatments available or can use these as credit toward any other service at ThrIVe. We look forward to delivering exceptional service to her in the future.

Thrive Wheeling, LLC is NOT a BBB Accredited Business.

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