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Business Profile

Health and Wellness

The Laya Center

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health and Wellness.

Complaints

This profile includes complaints for The Laya Center's headquarters and its corporate-owned locations. To view all corporate locations, see

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The Laya Center has 2 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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 status

    Complaint type

    • Initial Complaint

      Date:04/30/2025

      Type:Billing Issues
      Status:
      Unanswered
      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 Dec. 13 24 a gift certificate was purchest off the Laya Ctr website, with a debit card, in the amount of $150 no experation date. I did Cryo Therapy for 9 month there and only communicated via cell. Loved the place. My Bdayl present is a goner, someones hard earned money to celebrate my day. Since I NEVER went to their fb page where there was a mention FAREWELL. I had called *** **** owner to pls send me a copy since I thought I had accidently deleted the certificate. AND HE DID. No mention of the Wellness Ctr. closing, though. Contacted the Attorney General of MO, the complaint # was *****************. I can't imagine them thoroughly reviewing & researching all of the info I provided. Telling me the Ctr no longer does business. RIGHT Furthermore, they have been unable to locate any rep. of the company to attempt to mediate or resolve this matter.

    • Initial Complaint

      Date:01/01/2024

      Type:Billing Issues
      Status:
      Answered
      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 purchased a gift card from the business. Booked a massage but had to cancel the appointment. I was charged $150 + tax for service that was not delivered. I tried speaking with the business several times about the issue but no refund was given.

      Business Response

      Date: 01/01/2024

      This is the mother of a client who booked an appointment with us, but did not show up. Her appointment was scheduled for 12/29/2023. She had somehow mistaken her appointment date and showed up Thursday 12/28. Upon returning to work on 12/29, we received a call from the client stating that she was unable to make her appointment that day, as she had the days mixed up. She indicated that she tried calling the day before to let us know. However, our current policy states that the cancellation period is 48 hours advance notice or forfeit of the scheduled appointment. She had received and viewed all reminders multiple times. After two calls where we treated the client with the most respect, while informing of our policy and that there was nothing we can do at that time, her mother sent the attached email. Within that email thread, you will find our response where we disclosed an internal log of correspondence to the client. The log outlines every time correspondence was sent, and that each email was delivered and opened by the client. The client and her mother expressed a 24 hour notice multiple times, despite the fact that our policy is 48 hours notice. I have also attached a screenshot of the reminder email that was sent and opened on 12/26. This reminder email is sent by our company 72 hours before the appointment, in order to give adequate time and warning that the cancellation period is near. It is titled "Tomorrow is your last day to cancel without penalty." Again, if you refer to the log you will see that this was opened. Our company has multiple touch points set up to ensure that clients are well informed and that we don't take a hit to our business. While we sympathize when these things happen, we hope that clients understand the impact it has on our small business. We set aside each appointment time for one-on-one service, still have staff to pay since the notice is not adequate enough to find a replacement. Ultimately, our policies state that without 48 hours prior notice, 100% fee is required.

      Business Response

      Date: 01/12/2024

      This customer is upset that she didn't receive a refund, but did not comply with our policies. She was treated with respect and grace, though this was not the outcome she was aiming for. For that reason I wish to motion for a removal of this complaint from our BBB page and clear standing.

    The Laya Center is NOT a BBB Accredited Business.

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