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Business Profile

Spa

Rosewater Spa and Wellness, LLC

This business is NOT BBB Accredited.

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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 type

  • Initial Complaint

    Date:10/01/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    Disappointing Experience at Rosewater Spa Wellness

    I’ve visited Rosewater Spa Wellness before and had a wonderful time, which is why I decided to return for a massage as a birthday gift. Unfortunately, my recent visit fell short of expectations.

    I originally booked my appointment for September 29 but had to reschedule because I was sick. I called in advance, and the receptionist moved my appointment to September 30 at 5:30 PM. She also informed me that I needed to pay for the appointment in advance. Based on how it was explained, I believed that the payment I made online was applied toward my rescheduled appointment. After my massage on the 30th, I was told I needed to pay another $110 on top of what I had already paid online. I was very surprised, as I thought my earlier payment had been for the massage I had just received. The receptionist explained that the online payment was for the “canceled” appointment. Later, I checked my receipt and saw that they had charged the September 29th appointment as a no call, no show even though I had clearly called to reschedule. This felt like a direct violation of their own policy, as I had followed proper procedure.

    In the end, I paid around $220 for a 60-minute massage. While the massage itself was decent, the lack of transparency and the mishandling of my payment left me frustrated. It didn’t feel like fair value, and the experience was more stressful than relaxing. I would strongly recommend that anyone booking here clarify the payment policies ahead of time and carefully review receipts to avoid being overcharged. I had hoped to leave feeling refreshed, but instead, I left disappointed.

    Business Response

    Date: 10/01/2025

    A refund was issued and communication with client was completed via phone call.

    Customer Answer

    Date: 10/01/2025

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




    Sincerely,

    ****** *********

Rosewater Spa and Wellness, LLC is NOT a BBB Accredited Business.

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