Complaints

This profile includes complaints for Pure Sweat + Float Studio, Belle Meade's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Pure Sweat + Float Studio, Belle Meade has 3 locations, listed below.

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  Pure Sweat + Float Studio, Belle Meade

  6021 Highway 100 Nashville, TN 37205-2820

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  Pure Sweat + Float Studio, Belle Meade

  1560 W McEwen Dr STE 154 Franklin, TN 37067-1809

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  Pure Sweat + Float Studio, Belle Meade

  812 Division Street Nashville, TN, TN 37203

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:06/06/2024

  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 have been dealing with severe persistent health issues from my original covid infection in 2020. This has left me disabled and unable to work. The infrared sauna in some cases has been known to show improvement with some long covid patients so i elected to try to see if i would also benefit. I spoke to the owner, managers, and multiple staff members over my many visits. In fact i very much liked going and looked forward to chatting with whoever was working. In November of 2023 after i was informed of some specific changes to my heart that would prevent me from using infrared as it triggers my arrhythmias. I told this to the staff in mid November and they said it wont be a problem at all just let us know when you can come back and they will place a hold on the account until i can return. A couple of weeks go by and apparently they forgot to put the account on hold and i was billed the $169 monthly fee. I left a message and the area manager called me back, was very apologetic, said she remembers me from when i originally signed up, wished me luck with my health and refunded me. May 1st comes around and i see an email with a $0 transaction bill. I was confused because I hadnt been to the sauna since November. I called and left a voicemail inquiring. I then looked at my bank statements and saw 3 separate charges of $169 in the last 30 days. I called back and left another voicemail, a week goes by no response, left another VM. Another week and i drop in, i speak to a mgr she said she needs to escalate it. 2 more weeks no response. I call in again and was told the area mgr would be calling me. No phone call for another 2 days. I call in again, and was told by the mgr she spoke to the owner and they will not be giving a refund. Their policy on account holds is only 30 daysThey are basically just trying to justify their theft at this point while changing their policy on the fly. I did not authorize the charges, nor did i request to restart

  Business Response

  Date: 06/09/2024

  It seems this is an issue of miscommunication and too many people involved in trying to take care of **** in this unusual situation. Generally speaking we only suspend accounts for one month. If an exception is made it is to offer 3 months. It seems that one person told him it would be an indefinite suspension and the person that actually created the suspension on his account adhered to our normal policy of 3 months, which is why the charges came through February, March and April.  The current manager was not here in November when the initial conversations around suspension were had so she was doing her best to investigate and come to the best conclusion on the matter. She relayed the facts as she understood them to the owner and we decided to settle on giving **** a full year to use the 36 saunas that were purchased February-April. Normally these are only good for two months. We additionally suspended his account for *** through September of this year which is longer than our normal policy. We waved all of the suspension fees, and per his request have terminated his account with us.

  After reading the details of ****** complaint, we can see more clearly where his frustration lies and how the misunderstanding came about.  Due to his persistence in this matter we have decided to refund him for the 3 months he was charged and remove the sauna's from his account.  We are emailing him today to notify him of this in addition to him being to read this response.