ComplaintsforThe Spa

• Initial Complaint

  05/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  My mom gave me a large gift certificate to The Spa for Christmas 2021 to use while attending school at UCF. The first time I made an appointment, I was encouraged to convert the certificate into a membership as it would provide me additional perks. Before agreeing, I confirmed that with the membership I would be allowed to use the rollover membership credits for guests as well and they said yes. I have gone to The Spa several times since then, but still have many rollover credits to use. Last week I made appointments for a friend and me to get massages. While making the appointment, I confirmed that my friend would be able to use the membership credits and they said yes. On Saturday, May 27th, my friend and I checked in for our massages and I again mentioned that we would both be using my membership credits. Upon checking out, I was told we owed $123.00 as guests cannot use the membership credits. I explained that on 3 separate occasions I confirmed guests could use it and was told yes. They informed me that they used to have a front desk person who was giving out wrong information. Further, they had been communicating with their manager who said my guest would need to pay. They apologized for the bad information but said they need to do the “right” thing, which for them was to charge my guest. At no point in time did anyone mention they were discussing the policy with the manager, nor indicate that there might be a problem with using the membership for my guest. Even upon checking in they did not indicate any issues. I am a college student and did not have $123 to throw away. I paid it anyway. Unfortunately for their employees, they did not get a tip for their excellent services as I could not pay any additional money. I would like to be refunded the $123. In addition, I want The Spa to either allow me to use the membership for guests as I was told I could on 3 separate occasions, OR convert the remainder of the membership back to a gift certificate.

• Initial Complaint

  05/15/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I bought a couple of Groupons for myself and my daughter to get manis and pedis here. After using our Groupons, they offered us their subscription nail service for $46 per month, but the first month is half off at $23. I scheduled appointments for our first subscription service within a few days of purchasing, and then I called to cancel. Months later I realized that were still charging my card after I requested cancellation. I was finally able to get my subscription canceled after they had charged my card for 4 months. I used 1 service, so now there are 3 services that haven’t been rendered that they charged my credit card for. They also charged me 3 times/3 months for my daughters subscription even though I cancelled a few days after. She currently has 2 services unrendered at $46 each. I called several times in early March and was told that I would be refunded for my daughters subscription and I would see the money back on my card in 3-5 business days. No refund was ever sent. I contacted them several times with no resolution. the last time I called trying to speak to someone in charge- the employees took turns hanging up in my face. I live 48 minutes away from there & I’m busy so it took some time for me to go there in person. I had time today, 2 months after they hung up on me in March. The front desk guy basically told me there was nothing he can do, while the woman who claimed to be the director stood by and listened. She only intervened and introduced herself once I started getting loud & them that I want the almost $300 that they’ve charged my card for services that were never rendered. They pulled up my account & verified that I had 3 services and my daughter had 2 that were to be refunded ($46 each). But went on to say I have to speak to Mary in charge of accounting and she won’t be back until Monday. After going back and forth and me demanding my money, they asked me to leave. When I refused, they called the cops on me. They are refusing to refund me.

• Initial Complaint

  12/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I received a gift card from my parents to The Spa for my birthday back in May 2021. I called to make my appointment for a massage and while on the phone with the front desk staff, I was told "If you sign up for a membership, you can also get a facial for free and then cancel the membership directly after and not be charged for the membership". So I did what was suggested by THEIR associate. I came in for the facial and the massage. I stopped by the front desk on my way out and asked to cancel my membership, they said "No problem!" and didn't even ask me why I was cancelling (so I assume they're cancelled frequently). I moved on with my life. Fast forward 3 months to September of 2021: I see on my bank statement that The Spa had pulled $69.95 from my account. I called immediately and explained that I had cancelled my membership and should not have been charged-especially since I had not visited more than the one original time 3 months prior. They told me no worries and they would take care of it. Next month, October 2021-same issue. Finally, in November 2021 I was told "you can only cancel with a cancellation email-you never cancelled because we don't have record of you canceling" but every time I spoke with someone on the phone, they told me they were taking care of it. I would have had no reason to even know you needed a cancellation form via email because the employees never told me that. I finally spoke to the "manager" at the beginning of December because I expected a refund for all of the withdrawals. She explained that this is my fault for signing up for the membership and offered me no assistance. She told me she would speak to billing, but she didn't expect a refund for me, but she would call me back the same day or the next day-she never called back. I've since filed a fraudulent charge with my bank since they continue to pull-my bank is working on it. Now it is December 2021 and The Spa has pulled ANOTHER payment from my account. They've taken $279.80.

  Business response

  01/25/2022

  Business Response /* (1000, 5, 2021/12/17) */ Per the membership enrollment form that was signed by Emily on 7/12/2021, you are able to cancel your membership by providing 30 days advance written notice via the Spa's Month-to-Month Cancellation form. The cancellation form was completed by Emily on 12/17/2021. With the massage/facial membership, Emily receives any 60 minute prepaid massage or facial service. Emily's 60 minute services always roll over and never expire. Per the membership enrollment form and the cancellation form, Emily's final billing for her membership will be on 1/12/2022. This is listed on both the membership enrollment form and the cancellation form signed by Emily. A refund will not be issued. Consumer Response /* (3000, 7, 2021/12/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would be more inclined to drop this matter with The Spa if it weren't for the fact that every time I speak to them, I am told something completely different. They clearly are not all on the same page with their policies and it makes sense why I've been dragged along for half a year just trying to get them to stop charging my account for a service I have not used and have no intention of using. The Spa never informed me of their cancellation policy requiring written notice. That was never relayed to me until November 2021-months after I'd repeatedly been told they were cancelling it for me via a phone call. I also encourage the BBB to check out the reviews left for the "business" online to see how many other customers are being stolen from. The response from The Spa claims my cancellation form was completed on 12.17.2021 however, I have attached my cancellation form dated 11.17.2021. If they choose to pull from my account in January, it will continue to be stealing. In the beginning of this entire ordeal, I was encouraged to sign up for their membership by a front desk employee (who Amy says doesn't work there anymore-lucky for them) and was told that I could cancel it right after my service to receive no charge to my account. I pulled the phone calls from my phone records with The Spa to prove my numerous attempts at cancellation: 07.14.2021-called to make sure my membership was cancelled. 07.15.2021-The Spa charged me $69 after I requested cancellation. 07.19.2021-a refund for $69 was credited to my account and an apology for my trouble was given by front desk staff (they also offered me a gift card that I never accepted) 09.16.2021-charged $69 10.14.2021-charged $69 11.14.2021-I called and explained how I cancelled the membership months ago and shouldn't have been charged. I was promised a refund and a call from the manager-never received either. I was sent the cancellation form and completed it. This was the FIRST time anyone mentioned the cancellation had to be completed via a form. 11.17.2021-I completed the cancellation form. 12.14.2021-I was charged $69 This business has taken $300 from me so far. I have tried repeatedly to handle this issue and no assistance is offered. It's clear the company is benefiting from taking advantage of customers with their inconsistent policies and uninformed staff members. If your company is failing, file for bankruptcy, don't steal from people who work hard for their income. I don't understand how this company's inability to communicate efficiently and properly train staff members on the correct policies, is my fault. I shouldn't be paying for a service I never received and never had any interest in. Business Response /* (4000, 9, 2021/12/21) */ Per the membership enrollment form that was signed by Emily on 7/12/2021, we require 30 days advance written notice via The Spa's month to month cancellation form in order to cancel any membership with us at the Spa. Therefore, no refund will be issued for the amount due on 12/12/2021. As previously stated, per the month to month membership enrollment form, Emily receives any one hour prepaid massage or facial for each billing of $69.95. Emilys prepaid services always roll over and never expire. Complaint Response Date bumped because: Holiday

• Initial Complaint

  09/10/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been charged two months in a row for a membership that was canceled in July at this Spa. In July I was also double charged but was given a refund right away. In August I was told we never canceled even though in July when we called to cancel they said it was done. So we canceled then and asked for a refund and after speaking to multiple people over a couple of weeks I was told a refund was issued on August 23rd. That refund never came and then was charge again in September. I spoke to the manager today and she refused to acknowledge the mistake and blatant lies her employees gave me and refused to give refunds. All I am asking for is to be given the refunds for August and September that I should have never been charged for. The manager was extremely rude, I acknowledge I was also as this was at least the 5th time I spoke to someone in the last month about these issues.

  Business response

  10/07/2021

  Business Response /* (1000, 5, 2021/09/11) */ Per the signed membership enrollment form and the cancellation form both signed by the member, members are able to cancel their membership anytime after their first ACH billing, with a 30 day advance written notice. The cancellation form was e-signed on August 14th. The final billing for your membership was on 9/10/2021. Your prepaid services always roll over and never expire, as listed on the membership enrollment and cancellation forms. A refund will not be issued. Consumer Response /* (3000, 7, 2021/09/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) While I understand the membership agreement, I was told that our account was cancelled on July 11th when we called to do so. When I was charged in August and called I was surprised to hear they needed a cancellation form filled out and that we had not done so. The form was filled out and I was told that we would be issued a refund and that I would not be charged in September. I spoke to the spa on multiple occasions over the next few weeks because I was not getting the promised refund. Eventually I was told that the refund was sent (any they even confirmed the card it was sent to) on August 23rd. Well that refund also never came and I was charged again in September. This time when I called and spoke to the manager, she refused to give any refunds and did not care that it was her own employees that had failed to send the cancellation form in the first place, promised a refund in august, lied about sending a refund, and promising I would not be charged in September. So yes, while the manager explained the cancellation policy to me, the information I received for the past 3 months clearly warrants refunds. Business Response /* (4000, 9, 2021/09/14) */ The cancellation policy for the membership is listed on the membership enrollment form that was signed by the member. The refund that was issued on 7/14 was for an overpayment on 7/13. As discussed, refunds are not issued for membership payments due. You are able to cancel your membership anytime after your first ACH billing, with 30 days advance notice. Your cancellation form was completed on August 14th. Your final billing was paid on 9/10/2021. Your 60 minute services always roll over and never expire, as listed on the membership enrollment form and the cancellation form. The previous member is welcome to come in and use the prepaid services available on the account.

*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. ↩