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:05/19/2025

  Type:Service or Repair 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.

  I was a True Rest customer and member faithfully for 2 years before this incident occured. My fiance was calling in to try and get a hold of me because we had a family emergency with his 86 year old father falling down the steps. And my son who is 9 and has severe asthma witnessed him falling and went into a full blown asthma attack due to panic. I was on a session when I finished showering and heard loud banging on my suite door. I asked who was knocking on my suite door like that? I was answered with ***** Township Police. I was not fully dressed. I had pants on and hurry up and wrapped a towel around the front of me where my b****** were covered but my back was totally exposed. When I answered the door there was 3 male ***** TWP and the female manager at that location. I have never been any type of threat nor caused any problems with this company. Like I said I was a customer for 2 years. My fiance also was a customer and came *************************. So I'm standing there wrapped in a towel totally vulnerable and exposed in front of 3 male police officers. They asked me why my fiance was calling and threatening staff? I had no knowledge what was going on. I told them I don't know him to do something like that and called him to find out. Which he told me that he tried calling the first time and the girl said she would make me aware of the emergency and have me call him back. He waited and when I didn't call back he called back in and said please go get her it's an emergency to where they responded they tried to get me over the intercom of the pod. Those intercoms do not work usually. No one came and knocked on my suite door. So he finally said never mind I'll be down to get her. They felt threatened for reasons unknown. He never threatened them. And was also a customer. I am a domestic and sexual abuse survivor. There is no reason 3 male officers shouldve been allowed access to the back to even get to that suite where you float totally naked. I want answers why this happened.

  Business Response

  Date: 05/20/2025

  Response to BBB Complaint Number: 23349851
  True REST Float Spa South Hills Location
  Incident Date: February 7, 2025

  
  To Whom It May Concern:
  This letter is provided in response to a complaint submitted by ***** ***** regarding an incident that occurred at our South Hills,************ location. We appreciate the opportunity to address the matter and present the facts and rationale that guided our actions.

  
  Summary of Events
  On February 7, 2025, Ms. ***** arrived for her scheduled 2-hour float session. During this time, spa staff received multiple phone calls from a man identifying himself as Ms. ****** fianc, ***** **********. He stated there was a family emergency and demanded that staff immediately interrupt her float session and retrieve her. When advised that staff was unable to contact the client as requested the caller escalated his tone and became increasingly aggressive.
  After several minutes and repeated calls containing threatening languageincluding a final statement that he would come down there and get her [him]self and that he pays [the businesss] billsour staff,concerned for the safety of Ms. ****** our employees, and other guests,contacted the *************************************. Three officers responded. When Ms. ***** did not answer the intercom, the officers and spa manager proceeded to the suite hallway, where she was finally roused and allowed to dress in private before engaging with staff.

  
  Review of Evidence
  We conducted a full internal investigation, including:
  Review of the official ***** ******** police report (SCTP25000905);
  Playback of the recorded calls between *** ********** and staff, which included hostile and profane language;
  Staff statements and logs confirming repeated threats;
  Surveillance and audio logs confirming intercom attempts.

  
  Legal Basis for Our Actions
  We acted in accordance with the following Pennsylvania and federal laws:
  18 Pa.C.S. 2706 (Terroristic Threats): Prohibits threatsdirect or indirectintended to terrorize another or cause serious public inconvenience. The callers repeated threats and demands created a sufficient basis for police intervention.
  29 U.S.C. 654 (OSHA General Duty Clause): Requires employers to provide a workplace free from recognized hazards, including verbal threats.
  18 Pa.C.S. 3503 (Criminal Trespass): Following the incident, Ms. ***** and *** ********** were issued formal no-trespass notices. Any return would be considered criminal trespass under Pennsylvania law.
  Businesses also retain the legal right to refuse service to individuals whose conduct threatens safety or disrupts operations, provided no discrimination occurs. This decision was made solely based on conduct and safety.

  
  Financial Impact
  Following the incident, Ms. ***** disputed several valid charges for services rendered prior to the incident. These disputes resulted in over $1,000 in lost revenue to the business. While we have chosen not to pursue collection in small claims court, we reserve the right to do so under the terms of her membership agreement and applicable laws.

  
  Conclusion
  While we regret any emotional distress Ms. ***** experienced, our staff and management followed legal and ethical protocols in response to direct threats, in good faith and in accordance with our duty to provide a safe environment for all.
  We believe our actions were responsible, justified, and necessary under the circumstances. We respectfully request that the BBB consider this matter closed.

  
  Sincerely,
  True Rest Float Spa - South Hills Ownership