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Business Profile

Spa

King Spa Virginia

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 5 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:04/13/2025

    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.
    Was told that I could use my weekday passes on the weekend if I paid the difference I explained that I had a disabled child and could only come on the weekend. I drove 2 hours here and was told that we cant do it after we were given the locker keys and had our drivers license scanned. I had hopes that it went through since she had locker keys and ID scanned

    Business Response

    Date: 04/19/2025


    We would like to clarify that we were not made aware of this issue prior to the complaint. Our policy states that a weekday pass cannot be used on weekends, and we aim to communicate this transparently to all our customers. We understand that miscommunication can sometimes happen, but we would never advise a customer to use a weekday pass on a weekend.

    In the situation described, a simple solution would have been to purchase a weekend pass, which allows access during those times. Additionally, our refund policy allows customers to request a refund for the weekday pass if it is not used.

    Regarding the dispute, we see confusion in the valuation of the passes. The weekday pass is priced at $60, while the weekend pass is $70. Therefore, we are unsure why there is a dispute over the higher amount when the weekday pass is indeed less expensive.

    We appreciate your understanding and encourage you to reach out if you have further questions or if theres any way we can assist you in resolving this matter moving forward.


  • Initial Complaint

    Date:07/26/2023

    Type:Product 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.
    We paid the fee at the door. $140.We entered and waiting over an hour to eat. Another 45 mins for the food to be available.During which time we realized how disgusting not wearing ANY FOOTWEAR was in an eating area. It was utterly unacceptable and disgusting. Sweat pools were on the ground l, and we were forced to walk in them.We then decided to check the place out. During which every part of the place was full. We decided to leave. Indeed, we were there for just over 2 hrs.Since we didnt use ANY facilities, we decided to leave and see if a refund was possible. We spoke with the front counter woman who, after few words refused to go get her manager. She was visibly fearful of him and what he would do if she went to get him. She refused our request for a manager and a refund. We told her we would call anyway. Their number would not connect us to ANYONE. We called and called. Nothing. We reached out on their social media pages and they blocked us after some conversation. At this point we want our $140 refunded and an apology for rudeness and inconveniences. Thank you

    Business Response

    Date: 08/25/2023

    As you can see on the receipt it says we give a 20 minute grace time if they do not like the facility we will offer a full refund as long as they did not use any of our amenities.   They admitted to stay over 2 hours and used all our amenities and now wants a refund?  It states on our website and we have 2 large signs before you enter that you need to be barefoot. It even states that you can wear your own socks if you prefer.  She read all the signs before she entered so Im not sure what part of the signs she did not understand.  
  • Initial Complaint

    Date:06/16/2023

    Type:Product 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 tried contacting Kings Spa Virginia several times. I have tried calling at least FIVE times and NO one has answered. I emailed them information requesting a refund at least THREE times. I have been unsuccessful in being able to reach anyone at this business. I mistakenly purchased two day passes instead of just one and just wanted a refund for one pass. The refund should be for the amount of $50. Date of transaction: 06/16/2023 Amount I paid business: $100 Order #: *********

    Business Response

    Date: 06/29/2023

    We are helping her now.  Im not sure what happened maybe lost emails but it is resolved 
  • Initial Complaint

    Date:03/19/2023

    Type:Product 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.
    On 3/15/2023 2pm my mother and I decided to visit this spa. We had never been before. During the check in process things were not fully explained. We were given a wrist band with a locker number and key. During our time at the spa we purchased water with my credit card, and my mother purchased lunch at a later time. When at the juice bar I was asked to scan my bracelet and then I proceeded to hand my card to the cashier. A receipt was printed and I was asked if I wanted a copy. Later in the day my mother and I went to the juice bar together and she purchased us lunch. Again I was asked to scan my bracelet and then my mother handed her card to the cashier. Upon check out we handed our bracelets to the receptionist and we were told there was a charge for $55 on my account that needed to be paid. We explained that we had been paying as we purchased items. We were then told that wasn’t possible. They argued with us and called the juice bar employees who were also argumentative. I was very calm and explained to them I just wanted to ensure my credit card information was not stolen and would like to see video footage. I was provided with the owners phone number. I called him right there on the spot and was informed he would check the cameras and send me the video clips the next day (as they have 3 cameras in the cafe). I was provided with a business card and told to email him my contact information. I followed up with an email that evening. The very next day I was sent a simple email saying I did not give my credit card to the juice bar. I responded by saying this wasn’t very professional and I thought I would be provided with video footage. I informed them I would not be using their services anymore and that I would be leaving a review. An email responding to that email was sent saying they would contact my university and tell them about my threatening email (as my emails were sent from an old school account). I did not respond to this email as I felt it was a threat.

    Business Response

    Date: 03/30/2023

    We explained to ******** when she checked in how the process went. We do not have credit card swiping machines in the restaurant but she insists that we did.  Im not sure what she saw but no one else had this issue.  She checked her bank account and it clearly stated that there were no charges on her credit card but she still accused us of charging her at the restaurant when we don't have credit card terminals at the restaurant. She kept screaming threatening us that she will write bad reviews because she thought we swiped her card when we didnt. We told her to calm down because she was going crazy and that we will check the cctv later on that day.  When checking the CCTV her and her mother never gave the cashier their credit card. She asked us to send her the video but we told her what is the point if her credit card wasn't charged.  I would understand if she was charged twice but she wasn't. I dont understand why she is so upset when she wasnt charged twice.  She threatened us again that she will write a bad review. The person making threats is her not us. 

    Customer Answer

    Date: 04/04/2023

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: ********

    I am rejecting this response because:

    The concern is not duplicate a charge.  My concern is that mine, and my mothers credit card information exchanged hands with a member of their workforce at a location within the facility when according to the owner it should not have.  This was not one, but two instances that it happened.  If someone decided to copy my card information, or took a photo of the front or back, it poses a security risk to my financial accounts and this is my concern.  On the other hand, I have received nothing but unprofessional responses and threatening behavior from the owner.  I expected someone to handle the situation appropriately and assure me that the issue was addressed and apologize for any inconveniences since I am the paying customer.  Instead I got harassed, was accused of lying, and now apparently I'm "crazy,"  I handled the situation in a calm manor at the spa and the owner was not present.  I spoke with him on the phone.  I asked for a copy of the cctv video because the owner offered it to me on the phone.  Instead he sent me a picture of his choice that did not display any significant information that I had requested or help resolve the issue.  I was then again accused of lying because he claims the picture shows I did not give my credit card to anyone.  The picture doesn't even show my hands. Why would I lie about this when I clearly stated my card was not charged twice, but I left the spa with a sense of insecurity not knowing if someone would fraudulently charge my account.  I have read similar reviews on the website and would like someone to look into these accusations.

    Regards,

    ***************************

  • Initial Complaint

    Date:09/16/2022

    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 visited the spa on7.21.22. I lost my ring while I was there. I left my info on my way out, in case they found it. I then called back on 7.25.22, They confirmed ( with pics thru text message) that they had found my ring. I offered to pay to have it sent back to me. They refused. I said it will take me 2 weeks to a month to come back to pick it up in person because I live an hour and half to 2 hours away. The person said don't worry it will be here, we hold onto things forever(small chuckle). I went to the spa today,8.18.22 to pick up my ring. The staff looked for it, the manger looked for it and couldn't find it. The manager then tells me they threw it away because their lost and found policy is they only hold things for 2 weeks. That info is not shown on their website or in the spa. The manager then had the owner, John K**** come in. John then repeated the policy. I showed them the text confirming that they had my ring. I stated I was never told that I only had 2 weeks to get my ring. He said he needed to speak with the employee that I spoke with. He said the employee confirmed he had spoke with me and that he had indeed found my ring but that's all that he confirmed. I said so you agree you had my ring, I confirmed it was my ring. He said yes but you never said you were coming to get it. Of course I said I was coming to get it. Why would I go thru the trouble of contacting you if I didn't intend to retrieve my property? He offered no compensation and did nothing to make amends. While I admits it's my fault I lost the ring, he and his business also share the blame. I called them, confirmed they had it and I drove the hour and 45 minutes to retrieve my property only to be told that they "threw it away". Once they confirmed they had it, they took on the responsibility to care for it until I could retrieve it in a reasonable amount of time. It hasn't been a whole month. Again I was not aware of their 2 week policy and that information was not given to me when I asked.

    Business Response

    Date: 09/17/2022

    The customer never told the employee when she will come pick up her ring.  He assumed she would come within a week.  She came about 1 month later.  The employee is no longer employed here but when speaking to him he said she never told him when she will come to pick it up. We do not return lost items back to customers as if it were to get lost in the mail we would not want to be responsible.  We think 2 weeks is enough time to hold onto lost goods. We think this is standard practice for most places. The customer also accused our staff member of stealing her ring but when I showed her all the lost items we hold onto they were worth much more than her ring. We even had a ****** that a customer has left. 

    Customer Answer

    Date: 09/21/2022

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

     Complaint: ********

    I am rejecting this response because: the owner is lying. Why would I go thru the effort of asking about my ring, confirming they had it,  to not pick it up? I absolutely told the guy I was speaking to on the phone I would be there in a couple weeks to a month to pick it up.  And beyond all that, they had my contact information they could've easily contacted me if it was a question of when I was coming in or called me to tell me they were going to throw my ring out if I didn't come in to get it. And just because they have other things of value there doesn't mean someone didn't take my ring. But this was my last effort to solve this without going to court. 

    Regards,

    *******************************

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