Complaints

• Initial Complaint

  11/10/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On May 22, 2023, I paid for 2 spa packages and was charges $250.00. I scheduled to use my packages on Nov 10, 2023. When I arrived for my appointment the business was no longer at the address on the website and the phones were out of service. I never received a courtesy call the business was moving or closing down. I have no business owner to contact to request a refund for unpaid services. Seeking a refund for unpaid services.

• Initial Complaint

  11/07/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased two gift certificates for facials for $100 on June 25th, 2023 for my mom's birthday gift. A week after my purchase, I called to schedule an appointment. No one answered and the voice mail was full. No call back either. I went to the website and sent an email with no response. I called almost everyday at different times hoping I would catch someone. Nothing. I drove to the business twice. All locked up. Since then, I called my bank to dispute the charges, and was told it was too late to dispute. The phone line has been disconnected as well. I am wanting a refund of $100 since services were not provided. Really disappointed. I liked going there.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  My wife and I have been trying to contact Renew Wellness for nearly a month with ZERO response whatsoever. Originally, we wanted to use our credit we have pre-paid for a massage, but since we did not receive a response, we decided to ask for a refund instead. We have called on 7/6, 7/7 (twice), 7/12, and 7/18. Now when we try to call, we get a message that the voicemail box is full. After we were unable to reach the business by phone, my wife and I each sent a email to the business. This is not the first time we have had difficulty communicating with the business about scheduling appointments. We still to this date have not received a response after 5 phone calls and 2 emails over the last 3 weeks. We would like to request a full refund and will not be returning to this business.

• Initial Complaint

  06/19/2023

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  I found out about this business to Groupon. I brought a massage service and I originally only cost me nine dollars the massage wasn’t the best but the owner seems so sweet and she had a few packages going so I decided to try two packages. The first one was for $90. It included two facials. The second package was for $150 and it included for rapid services, I received one of each had an appointment scheduled June 1 for a second rapid service. My appointment was confirmed however, upon arriving there was no one there I called I left voicemails till this day. I never received a call back. I’ve been popping up at the business. The owner was there one time she told me she would call me a reschedule that was a week and a half ago, at this point I would just like my money back which is a total of $150 worth of services that I did not receive. This company is unprofessional and scamming customers out of their money.

• Initial Complaint

  01/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  $300 purchase for six services (three massages and three facials) was made on the 11/26/22. The first appointments were scheduled on 1/14/23. Upon arrival at 10:30am, the owner was late and stated the masseuse had called out. No attempt was made to notify before driving over. I returned at 11:45am for my facial which was provided and was a great experience. I rescheduled the massage for Sunday 1/22/23. The owner stated, “I will see if this can be done.” I inquired, “How would I know if it isn’t possible?” The Owner stated she would call me. I received an email confirmation for today’s appointment on 1/14/23 which I confirmed via the hyperlink. I arrived at 10:45am on Sunday 1/22/23 and the door is locked, no one has arrived by 11am. There are three handwritten notes on the doorstep from other guests stating no one arrived for their appointments and the mailbox is full when calling the number. I paid for six discounted services and received one. I have no confidence rescheduling would result in receiving the prepaid services. My request is to be refunded $250 of services not received. This request was sent via email to the business email address today. Thank you for your help.

  Customer response

  02/10/2023

  ---------- Forwarded message ---------
  From: ******************** **********************
  Date: Thu, Feb 9, 2023 at 5:58 AM
  Subject: Complaint ID ********
  To: *******************
  

  
  
  Good morning,
  We submitted a dispute with ****** and the owner responded to them. I requested a refund for the portion of unpaid services, and ****** verified the refund will be processed.
  The business owner reported being unavailable/lack of response was related to health problems. I wish the owner a speedy recovery. My confidence in having been able to receive the services however remained low due to lack of communication and services at Renew Wellness Center are no longer being sought by me.
  Thank you for your help,
  ***** ******
  
  Sent from my iPhone
  

  
  

  
  

*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. ↩