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:06/08/2023

  Type:Sales and Advertising 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 May 10, 2023, I received a phone call from a very nice SOL spa (*******) rep after I signed up for a FREE session online. The rep informed me that I could sign up to become a member for .01 and try the services for a month prior to being charged $59.99. She also suggested that I add more people since it is only .01 to try everything out. I informed her that I was out of town and unable to complete the trial in May. She informed me that she would start our trial in June. I told her that sounds great and I provided the names of my daughter, ************************* and friend, *******************. I was excited, signed up, paid for their .01 trial and looked forward to trying out the new spa with them. I frequent the ********* Day spa and always look forward to a stress-free environment. I also shared the info with my daughter and friend. On June 7, 2023, my USAA account was charged $64.00 twice. A total of $128.00. I was shocked to see these charges and upset. This is not what I agreed to. After calling and reaching out to SOL spa on June 8 to cancel, I was told something completely different by a manager. I was told that adding the two members provided a discount on my membership. She informed me that she would speak to corporate to inquire about getting a refund. I was also told I would only be able to receive a refund for medical reasons. I told her that I appreciate the NEW information that I am being told today but that is not what I was told when I signed up. She informed me that she did not have a code to refund the money and I would have a credit on my account to visit the ********* not interested in patronizing this business after this mishap. Someone dropped the ball and it was not me. I would like my money back. Services were not used by me, my daughter or friend. I was told one thing by one rep and another by the manager. I never agreed to continue a business relationship with the SOL spa because I never had a chance to step foot in it (I have been working).

  Business Response

  Date: 06/19/2023

  Customer signed up with her card and address. *** signed up for **** and that was a pro rated amount Being she signed up May 10 for the rest of **** *** also signed up her daughter With her card. We tell customers that Billing processes every 1st of the month. We communicated with her and tried to schedule her multiple times. *** never called to cancel before June! We spoke with her many times and anything we offered to fix the issue she was not happy with.

  Because she signed up giving her card info and we reached out to her to schedule onboarding we cannot offer a refund. We attempted to communicate about her membership

• Initial Complaint

  Date:04/11/2023

  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 April 6th 2023 I went to this business to receive a spray tan, I am a member there so I go regularly for them. When I went I was pushed into buying their merchandise but never told them I would buy it. When I came out from tanning I was informed she had already charged my card they had on file for the merchandise they were trying to sell me. I never once told her I wanted to buy anything. When I asked for a refund she told me I could not have one. I just want my money back. It was 50$ total. I also have no receipt of the transaction, nor did she ever give me one after she had made the purchase.. without my authorization.

  Business Response

  Date: 05/03/2023

  Here is our response to complaint # ******** that was submitted on April 10th 2023

  
  

  Thank you for bringing this to our attention, we apologize for the frustration this has caused you. After further investigation this person decided she wanted to purchase the mat and towel and proceeded to go through with the purchase. At the end of the transaction she decided she wanted to put the sale on a different card. I explained to her that it was too late to switch the card and she said that it's fine. *********************** came back an hour later trying to get a refund for her purchase and service that she had already received. I explained that we are not allowed to accept products as a return once you leave the store and she could not get a refund for a service she already had. attached is *********************** signed form authorizing ** to charge her card. 

  
  

  
  

  
  

  ************************* Multi-Unit Spa Director
  Sol Spa *******
  1559A ***************
  *******, ** 70458
  **************

  Business Response

  Date: 06/22/2023