ComplaintsforHydrothrive Wellness Bar, LLC

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had a gift certificate for my birthday purchased by my sister. I tried to redeem it to find out that the number is not working and they are closed. It was worth $215. How do we go about getting a refund?

• Initial Complaint

  11/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I received a HydroThrive gift certificate from my son. He purchased it through *******. I booked my appointment on June 24, 2022 for July 28, 2022 for a 2.5 hour massage/spa experience. On July 18, 2022 I received an email from HydroThrive cancelling the appt. The email stated I would be refunded for the $50 fee I was charged to “hold the appointment” when I scheduled the appt. To date I have not been refunded. After leaving three voicemails all of which were unreturned, after numerous attempts at reaching someone I finally was able to speak with the owner, Gwen. She explained how she had experienced difficulties with staffing the spa and the refunds went out late the previous week. If I hadn’t received it yet it would be in the next day or two. I told her since my son had purchased the certificate he was entitled to a refund as well. She let me know she had been in contact with ******* to make the refunds directly. The individual she was working with at ******* name is Jesus. My son tried contacting ******* and they were not aware of any agreement made with this business owner. As of today neither of us have been credited or received any type of update/response from HydroThrive.

• Initial Complaint

  10/10/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased massage package of 12 or 13 massages from this company on June 9, 2022 for $100. I used one on June 30, 2022, and had the next one scheduled for July 28th. I received an email on July 18th saying they were canceling my appointment due to 'downsizing and moving to a new location'. The email said someone would contact me in a few days to reschedule. I looked at their website about mid-August because i hadn't heard from them. The website announced the new opening on August 29th. It did not give a location. I waited until the middle of September then started trying to call them. I left messages, calls were not returned. As of today, their website is down and the phone number disconnected. Can i do anything to get my money back?

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I paid for 2 separate bikini wax sessions at one time because I found a groupon for it and wanted to get them scheduled before I left for my vacation. I was able to have one of the sessions, so that's fine. That was in May. I called towards the end of June to schedule the second session in July, got it booked. She made me pay a deposit which was strange and I requested that back as well. A day or two before the session I was called and told that the girl looked at the schedule wrong and had to move me, this was the second time this has happened but whatever. THE DAY OF THE APPOINTMENT, I just so happened to check my email upon waking up and was haphazardly told that it was cancelled. No call or anything. So I called and was told there was a water main break or something, which really screwed me because I was leaving for my trip the next day and I had to find someone else at the LAST MINUTE to help me, thankfully I did find someone better. I called them again during my trip to tell them to refund my money. The girl told me okay. A week later I still didn't have my refund. I kept calling and the owner assured me I'd be getting it. Then I messaged them on ****** Maps, was apologized to and was told once again that I would be getting the refund and that they had moved shop and was in talks with some kind of attorney to pay everyone back. Checking the reviews it seems like a lot of other people are having the same issue but I'm not gonna let up until I get my money back no matter how small of an amount it is. So I've been trying get my deposit ($25) and money for the second session ($26.56) back since almost July 11th with nothing to show for it. Attached are screenshots of the owner and I's conversation through the ****** maps messenger (which she has turned off now coincidentally) and the 2 receipts for the deposit and sessions.

• Initial Complaint

  09/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My daughters and I booked appointments to have eyelash extensions put on. We were required to pay in advance. On July 18th we were told that they no longer provided this service, and we would get our money back by the end of July. We didn't hear from them at all after that. I called and wss only able to leave a message the beginning of August. No response. On August 16th, I went on their website, and threatened to call the BBB. They said they would send us a check by the following week. I sent them our addresses and did not hear anymore from them. They would not respond to anymore of my emails. My two daughters are each out $117. I lost 80 something to them. I unfortunately don't remember the exact amount. Can you please help us.

• Initial Complaint

  08/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 27, 2022 I spent $452.29 for 4 people to get a massage, wax and facial. My wife scheduled the appointment for August 14 and planned the day. The day prior to the appointment she got an email reminder about her appointment. When they showed up the business was gone. She found another address and tried that but the building was empty. The phone numbers are non working numbers. I reached out to the business via ******** and was told that COVID had them closed and that we should have been notified. We weren't. I asked for a refund because we just had so much issue getting kids in from out of state for this. I was told the admin would handle this and I would be notified by Wednesday August 17. I haven't seen a refund and nobody has or is communicating with me at this point. I simply want a refund.

  Business response

  08/22/2022

  The information listed in the complaint in regards to a refund is correct. Our phone lines are set to be transferred on the 29th when our new location opens. We have responded to all email and social media messages that were received. We are in the process of dissolving the Esthetic, Hair and Nail portions of the business. Due to the lack of dependability of employees it has caused us to suffer a great financial loss. All refunds due will be refunded prior to 8/31/22. 
  
  Gwendolyn B****,RN, MSN, NP-C
  Founder and CEO
  HydroThrive Wellness Bar 

• Initial Complaint

  08/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled a Spa Date Night -Platinum service for July 24th. Paid $449.44. I received an email on 7/18 informing me that "due to staffing issues we are no longer able to perform this service" "Deposits will be refunded no later than the end of the month" I contacted Gwen by phone and told her about the situation, and she advised me her attorney is working on refunds and I will receive it by the end of the week... Called again and same response. Emailed her 7/29 letting her know nothing was done and I was very upset... She responded with" My attorney is working aggressively to dissolve this portion of the business. "Please attach the information regarding the service you are in need of a refund for and I will work to speed up the process.. I did that.. Her response afterwards was " when did you request a refund?" I told her YOUR COMPANY CANCELLED THE APPOINTMENT! I emailed again 8/7 asking if there was an update with no response.

  Business response

  08/22/2022

  
  The information listed in the complaint in regards to a refund is correct. We are in the process of dissolving the Esthetic, Hair and Nail portions of the business. Due to the lack of dependability of employees it has caused us to suffer a great financial loss. Unfortunately the process too longer than we expected but has been completed as of 7/19/22. All refunds due will be refunded prior to 8/31/22. We apologize for any inconvenience this may have caused but we have every intention of doing right by our clients. 
  
  Gwendoly B ,RN, MSN, NP-C
  Founder and CEO
  HydroThrive Wellness Bar 

• Initial Complaint

  07/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ?? 1 out of 5 stars, if not zero. I spoke with the owner of the wellness bar initially and she sounded wonderful! She created an infusion just for my needs. They called the day before my appointment and stated they were out of IV bags and needed to chance my appointment time. I agreed to both and we decided on an injection instead of the IV bag providing they were out. I am a firefighter and that morning I was out on a late call and was not able to make my appointment. The owner stated she would give me a 10% discount if I prepaid so I did so. I called 2 hours before my appointment time to let them know I could not make it due to a work emergency and since then I have left 3 voicemails, called 4 of their listed phone numbers multiple times, emailed them, and even tried to schedule another appointment and they sent a reply stating they were moving facilities and would get back to me in August. They have taken over $300 of my money and WILL NOT respond. Whatever you do, DO NOT pre pay. I was very excited and the bedside manner of the physician seemed too good to be true and it in fact was.

  Business response

  08/22/2022

  The information listed in the complaint in regards to a incomplete services is correct. We are in the process of dissolving the Esthetic, Hair and Nail portions of the business. Due to the lack of dependability of employees it has caused us to suffer a great financial loss. Our new location is set to open on August 29th, 2022. At that time we will resume services as scheduled. We also intend to provide a credit for the services not rendered. We apologize for any inconvenience this may have caused but we have every intention to resolve this issue.  

  
  

  Gwendolyn B****,RN, MSN, NP-C

  Founder and CEO

  HydroThrive Wellness Bar 

• Initial Complaint

  07/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My friend & I booked an appointment for April 23rd with this company to have our nails done & facials. We waited about an hour for the nail tech to arrive, & were then told she had been in an accident & would not be coming in. The owner said she would refund half of my money & offered a few complementary services for our time. We agreed on the refund, excepted the complementary services, waited an additional hour then received our facials & free services. I was told my refund would take a few days to show up but I have yet to get it. I have contacted the owner & manager several times. They told me they had issues with square & would send it by Cash app, then I was told it was submitted through square again. I was then told I would not get the agreed refund because of the complementary services. The total paid was $264.38 the agreed refund was $ 132.19 (half). I have screenshots of some of the conversation between the business & myself. I'd like the agreed refund as soon as possible.

  Business response

  08/22/2022

  The information listed in the complaint in regards to a refund is correct. We are in the process of dissolving the Esthetic, Hair and Nail portions of the business. Due to the lack of dependability of employees it has caused us to suffer a great financial loss. This process has taken longer than anticipated and for that we sincerely apologize. All refunds due will be refunded prior to 8/31/22.  
  
  Gwendolyn B****,RN, MSN, NP-C
  Founder and CEO
  HydroThrive Wellness Bar

*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. ↩