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:06/13/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 June 6th I came in for a massage at the now. We signed up for their membership services, which stated that for $85 a month you get one massage. Me and my fiance signed up for $85 each, $170 total. The cancellation requirement was that you give 30 days notice before your membership is terminated. After not enjoying the services rendered, we decided that having a membership here was not worth our money. I reached out to their email given in the terms of services for cancellation on the 7th and did not receive an email back until the 12. Telling me that since 30 days from the 12th, would be July 12th and that since it did not fall on the first of the month, the system would push it back to August so I was required to pay for the month of July and August membership dues. This makes no sense to be and was never included in the terms of services. I have been going back and forth with them that the terms of services do not match up to the policy that they are telling me. The woman **** on the phone told me that she wished I signed up in person for the membership so this could have explained but since I signed up on the website I was left to be blindsided by this additional month. She told me there is nothing she can do about it because it is the computer system and she isnt the one who wrote the terms of services agreement. This business lied to me and is not following the guidelines put in their terms of services contract. They barley respond and are evasive.

• Initial Complaint

  Date:12/17/2023

  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.

  My wife signed up for a monthly subscription of 2 massages per month for $230 billed once monthly. Within about 2 months she realized that she cannot go often enough to make it worth the monthly charge, so she reached out to cancel the membership. She had several unused massages when she reached out. They threatened to take away the massages that were already paid for if she cancelled her membership and talked her into a pause, but they ended up billing automatically the next month anyway. She then went back to dispute the ongoing charge but this continued. This was over a year ago. The charges continued monthly on my credit card and she was not aware for a time that this was occurring because she thought she had cancelled the membership. More recently she called again to cancel the membership and reverse charges and they said they would but they didn't. Another monthly charge again occurred and she went in person to cancel the membership and they said they did, but again the next month the charge occurred again. I have been sending dispute requests to my credit card company for the past 2 months and have put a merchant block on my credit card. These monthly charges keep happening month after month despite NUMEROUS cancellations with the company and numerous complaints. I just want the monthly charges to stop, but I would also request at least 6 month's of charges (6 x $230 = $1380) as a refund, which is less than what I have paid fraudulently after the initial cancellation requests. My wife has not had a massage with their business in well over 9 months.

  Business Response

  Date: 01/12/2024

  My name is *********************** owner of The *** Naperville. We recently received a complaint from ***************************. After carefully figuring out who this is referring too because we do not have an *************************** but we do have his wife ****** as a canceled member. She was a frozen membership first, then she did cancel and her payments have stopped. We have done everything by our policy and she was just recently in receiving a massage using her credits. We do not owe her anything, however if she wins her disputes then she loses her credits. Thank you for bringing this to our attention, however we have done everything possible to help her out and follow our procedures and policies.   

• Initial Complaint

  Date:04/25/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  I was a member of The Now's monthly massage subscription, for $88/month beginning in April, 2022. I ended my membership in early ****, 2022, filling out the required form to do so. There was a 30 day notice required, so I expected to also be charged for **** ******* 2022. I thought the matter was completed, and did not think about it again. The credit card I used is held jointly by myself and my husband, who manages that account- he paid the balance monthly. In February, 2023 I was reviewing the account and saw that The Now had continued to charge me a monthly fee of $88 between August 2022 and February 2023. I contacted them immediately and a supervisor responded in an email:"We have looked into this matter and have refunded the following payments for the months of November, December, January, and February... Though our (******) system will not allow ** to refund you for the months of August, September, or October, due to our system not allowing ** to go back further than 90 days. We are able to honor these credits for up to 6 months or you may gift to a family or friend."I responded that I do not want a gift card, but the additional $264 owed back to me through their own mistake. The owner, *********************, respond back to me. I had several email interactions with the owner, with no satisfaction. Then, on March 15, my cc was charged by their system again. I now suspected that this was happening to more than just me. On March 21, only after stating that I would get in touch with the BBB, I got an email response from ********************* stating,"I will also issue you full refunds accordingly by bypassing ****** in some way for any balance not correctly received. Not because of any threats youve made; but because its the right thing to do." I have not heard again from **************, and I have emailed him two more times. As of April 25, 2023, I have still not received the $264 refund.

  Business Response

  Date: 05/09/2023

  The issue is accurate and we found no fault in the concern and request. However, we took exception to our guest's lack of understanding as it pertained to our Corporate system's inability to reimburse past the stated timeline. As we worked to solve the issue, we sent reimbursement in a timely manner with balance offered in gift card reimbursement. This still was not acceptable to our guest. Due to the guests lack of notice either to these charges on the account, we felt badly about the situation and proceeded to do what we considered beyond what most businesses would do. We communicated the concern we had promptly. We have not had issues like this happen to our boutique before. However, after numerous attempts to override our system to offer further reimbursement, measures have been taken to reimburse this guest manually with a corporate check sent by mail to the known resident for the small remaining balance of concern. To avoid any misunderstandings or issues of this nature in the future, we have addressed and added additional policy changes and brought awareness to both our Experience Guides at our front desk along with more guest awareness to our membership policies and procedures. It is our Experience Guide's responsibility to help our guests understand they must follow-up in their own account awareness as well. We regret the incident and have issued a further full refund. The issue is settled with the guest receiving a complete refund soon if not already as of this writing. We only wish the guest could have understood from our perspective and accepted our first offer to help. We love and appreciate all our guests and will always strive to do the right things for them always.

  Thank you - ***********************  

  Customer Answer

  Date: 05/09/2023

   
  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. I have not yet received the remaining balance of my refund. I look forward to receiving it soon. 
  
  Sincerely,
  
  *******************************