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:05/05/2025

  Type:Product 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 2/10/25 I booked a float session at the True Rest Float Spa on ************************************. for my boyfriend and I. When we arrived I explained that I did not want to purchase a membership for a recurring charge and this would be a one-time purchase. We did the float sessions and paid $106.67 and $16.70 for both floats. On 3/10/25 I was charged $70.04 from True Rest for a membership fee. My boyfriend went to the business as the business has his information, my card was only used to pay for the initial session. My boyfriend was told by True Rest staff that the payment method would be removed and the membership canceled. On 4/8/25 I was charged another $70.04 by True Rest. At this point I called the Toledo True Rest location and was told that I would need to email the owner as he is the only one who could refund charges. I was provided the wrong email which I discovered when I tried to send the email so I went to the corporate website and sent an email to that email address on 4/9/25. I received a response on 4/11/25 stating the text of my email could not be read, I replied on 4/11/25, followed up on 4/14/25 and 4/19/25. On 4/19/25 I received a response saying the account could not be located with my information. I replied again with my boyfriends information on 4/21/25. I followed up again on 4/23/25 where I was told the Toledo owner (cced on the email) would contact me. I have followed up on 4/23/25, 4/24/25, and 4/27/25 requesting communication and a refund for the two unauthorized $70.04 charges. Today I emailed again notifying the company I was filing this complaint as I have not received a response or been refunded the charges. My bank will not allow me to dispute the charges at this point because over 30 days have passed. I can send the email threads and bank statements if needed.

  

  Business Response

  Date: 06/03/2025

  ******,

  I apologize for any misunderstanding with the month to month memberships. I pulled up the account and I do see on 2/9/2025 both yourself and ***** floated at the Toledo Spa, at which time it looks like you guys decided to join are month to month membership that day. I have attached the membership waiver that was completed for your review. I also see you that floats were used after that on 2/18/2025 as well as 3/9/2025. The membership was cancelled per your request on 5/4/2025. I am also showing 1 float still available to use by either ***** or your self. I do see your card is the card that is on file and we are happy to issue a refund to your card. To complete this we would just need to recieve Kevins card to complete the charges that would be refunded to your account. The month to month memberships are always verbalized at the time of sale as well as the waiver forms being completed to ensure clients understand how memberships work and what they are agreeing too. I hopw this helps clear up any misunderstanding. As mentioned above there is still one float on the account for use and Once we recieve Kevins payment information and process the payments I will be happy to issue the refund back to your card. ***** can update any payment info by calling the spa at ************. Thank you for your understanding with this.