Complaints

• Initial Complaint

  09/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Two appointments for a Body Treatment with Vichy Shower and a Facial Pro Peel Treatment. On my arrival to the spa, I was told that they could no longer accommodate eating in the spa serenity areas and I would have to wait until after my services. I obliged; of course, realizing that as a Gastric Bypass patient I should not skip meals. I was taken to the room for my body treatment service. I found the facilities to be lacking in cleanliness. The massage room was not adequately sanitized, and the towels provided appeared reused. Further, the therapist who attended to me seemed inexperienced and lacked the professional demeanor one would expect from such an establishment. The scrub/massage was rushed and did not address the areas I had specifically requested focus on. Anyway, we progressed on, and I received the Pumpkin Spice Scrub, at the end of this service there is supposed to be the Vichy Showers with waters sprays from the ceiling on to you. Instead, the staff begin to spray me with a water hose to clean off the scrub. I asked what she was doing? “She said that the Vichy Shower was out of service” without any explanation or apology. I told her that the hose was more forceful and was painful. See pictures of bruising, police incident report, total cost of treatments $280.00. On follow from executive leadership there will be no refund, no apology, no request for police report to corroborate my story, no maintenance to broken Vichy showers, no Diversity, Equity, and Inclusion training for staff. There will be no customer service/service recovery training for staff since they were all too young as quoted by Assistant General Manager, Mr. Jeff Z******** (410-********). I request a full refund, some additional type of service recovery as this was a situation that escalated due to incompetent staff and as it would seem acceptable practice according to "The Tone at the Top for this business (Turf Valley Spa).

  Business response

  10/01/2024

  Our Assistant General Manager addressed the concerns with Ms. ***** over the phone and explained our policies and procedures. Turf Valley Resort disputes Ms. *****’s misrepresentations in her BBB complaint. The guest arrived 19 minutes late for her appointment. All spa appointments require guests to be ready to begin their treatment at the time slot scheduled. However, after Ms. ***** arrived late, she asked to proceed with treatment, acknowledging doing so would decrease her available treatment time. The Technician agreed to accommodate her. We sanitize each treatment room after every guest and provide clean towels. Our Vichy Shower was working properly and was utilized normally during Ms. *****’s treatment, administered by our licensed Esthetician, who has over 3 years of professional experience as well as a teaching background, Ms. *****’s body treatment was conducted by a professional technician for the duration of her remaining appointment time, which is why we did not offer a refund. Ms. *****’s demeanor was highly unusual, claiming she was experiencing fear of being abused by staff, claimed she endures physical abuse by her spouse, used loud profanity and had a strong odor of alcohol.  As a result, staff had great concern for Ms. *****’s well-being and determined a well visit by the police was warranted. Prior to police arrival, Ms. ***** went to Alexandra’s restaurant so she could order a meal. However, she ordered only a glass of wine. Servers provided complimentary bread. Additionally, the Spa offers complimentary granola, trail mix, tea and water in the serenity room for all spa guests to partake in before, between and/or after appointments.
  

  Customer response

  10/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: it is clear that my complaints of pain and failed equipment (failure to use the Vichy Shower instead of large black hose), cleanliness of bath/locker room, and my eagerness to eat after my first treatment citing my weight loss status and concern for not wanting to wait until 5:30pm without eating has put this spa in a position to go into defense mode instead of dealing with the issues.   Since Turf Valley is asserting that this is the way I showed up. There is no way that this establishment would have allowed someone who was inebriated to continue with services and disrupt the serenity of others in the spa.  Remember, it was Saturday midday the busiest day in the spa.  I have no reason to lie; I have been abused, ridiculed, bruised, humiliated and definitely, realizing now that I was discriminated against due to my medical, color and mental status; as I was never offered any of this granola, water or other snack that management is suggesting that I was offered. Furthermore, it is normal practice for spa attendants to use Serenity room where the water usually is, but I was never offered that. This spa has been my home spa since 2012; I know standard protocol for every facial, body treatment and massage they provide.  This time I was met with disconcerted efforts by staff to aid in my requests and was treated second rate and when I complained about the conditions and my treatment only then did things take a turn in the demeanor of the staff.  This is not the practice of the spa of yester years and management needs to own up to this and clean the place up and teach these young women, Jeff's words.... That this business requires ethical treatment of clients and non-discriminatory practices in this age as I am sure based on other grievances on Yelp/TripAdvisor it will not be tolerated.  The establishment needs to think about their concocted, and heavily preposterous but entertaining story of me being out of sorts.  As if all of these things were true then this company would still look nefarious by giving a service to someone in this state, taking monies from me, refusing me food from the restaurant and contacting police instead of an ambulance or crisis authorities to provide the assistance needed. (This too is a concern for me; the Labor Board should investigate this as well.)  Those poor young girls: no job should require this of you....  Of note, there is police footage of my demeanor, and the entire restaurant encounter recorded; and based on Internal Affairs review of the tape of the officer's assessment of me; at no time was he concerned about my mental status, alcohol intoxication or disruption to the facility staff/customers or to myself.  I was walked out quietly and allowed to drive back home to West Virginia. At this time, it is clear that management has decided to groom their staff, on what to say to protect their jobs, and cover up real safety concerns and as per my conversation with Jeff. These discriminatory and unethical practices will continue, and I will not patronize again.  Of note the BBB should be aware that I was also give a December 2024 appointment to return.  That is not standard practice for someone who caused much discord that they were made to be escorted out.  I don't know how there will be any resolution here without willingness to acknowledge all documentation, police reports and the like; however, I have complied with staff attendants, endured unfair treatment and even when my mental status was questioned by authorities provided all medications to be researched online to aid in their assessment of my well-being.  I provided pictures of my medical status card to police officer to explain my intense hunger; I am happy to share with BBB the Internal Affairs police camera recording, and police report once received, the bruises suffered the next day were also shared there was no real interest by management, or owner to acknowledge my grievances or conversely make changes.  While I am not happy with any of this; I take comfort in knowing that other authorities are interested in what I have to say and at some point, Turf Valley Resort and Spa will be made to address some of these safety, health, and unethical and discriminatory practices. Thank you, BBB, for allowing me to provide a response today.

  Sincerely,
  
  **** *************

• Initial Complaint

  12/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I made two reservations for a family Christmas gathering, which has proven to be very difficult. I call reservations or dial 0, I get every time I call, people that divert, make excuses and transfer me to recordings that state "We are out on Mondays" and another I get "We are out on Sundays" and I am calling on Friday or Wednesday. I call 0, ask for a manger and that is avoided by telling me to live a message!

  Business response

  01/05/2023

  Business Response /* (1000, 7, 2022/12/22) */ Mr. ****** - Our reservations team booked a room for you on 12/12/22 and a second room was booked by you on 12/15/22. Upon your request, the second room was canceled the morning of 12/16/22. Turf Valley Resort is open 24 hours a day, 7 days a week to serve our guests. Any changes in reservations, including cancellations, are handled by our reservations team who are available Monday through Saturday. It may be necessary to leave a message if all reservation agents are assisting other customers. We promptly return all calls in a timely manner. Our recording states that we are not available on Sundays so that guests are aware of this regardless of when they call. Sincerely, Turf Valley Resort Consumer Response /* (3000, 9, 2022/12/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't agree. "We promptly return all calls in a timely manner. Our recording states that we are not available on Sundays so that guests are aware of this regardless of when they call." The recording says we are available on Sundays ands Mondays, when it is Tuesday or Wednesday and so on... when I called on many occasions Reservation desk is not available during published hours when they are suppose to be in.

• Initial Complaint

  11/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  reservations made on June 15, 2022 for one night stay at Turf Valley Resort on Saturday October 22, 2022 positive for COVID on Thursday night (October 20, 2022) contact Resort at 1:14AM informed to send copy of positive test with *********** in subject line to *******@reservation.com sent email notification on October 21 at 1:14AM and October 29, 2022 Sent website notification to contact us on the Turf Valley Resort site the weeks of November 7, 14 and 21 i have not had a response i have sent one request tonight at *******@reservations.com with the COVID test and reservation number. The airline reservation was cancelled on October 21 with no problem! (********) please advise and help me to obtain my refund. **************************************************************************************** Attached: COVID home test

  Business response

  12/05/2022

  Business Response /* (1000, 5, 2022/11/30) */ Hi ****** - We have reviewed our records and your reservation was made through ***********. Since the charge was not from Turf Valley Resort, you must contact *********** to inquire about a refund. Sincerely, Turf Valley Resort Consumer Response /* (3000, 7, 2022/12/05) */ Disappointed with turf valley resort's response turf valley resort contracts with *********** I have contacted turf valley resort directly when I did not have a response from *********** Interesting that turf valley responded to better business bureau immediately and did not respond to the consumer or try to offer assistance Expecting full refund from turf valley resort for the cancelled reservation Sincerely ****** ***** ****************************************************

• Initial Complaint

  09/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I reserved spa services (w/a credit card as required) for mother as a birthday present. On 9/20/22 after her services were completed, staff informed her that there was no payment information on file. My mother told staff that there must be some mistake because my daughter set up the services for me. She has done it before and I never had to pay. The spa never called me. I called the spa & stated that I received a message from my mother. Staff told me everything was fine, my mother paid for her service and had already left. I told her it was not fine. I had provided my credit card information when I booked the appointment and the spa services were a birthday gift. The front desk staff offered to take my info again, charge my card, then refund my mother's card tomorrow because her Manager was gone for the day. I told her that waiting until tomorrow was unacceptable and she needed to contact her Manager today. I was placed on hold. When she returned, she had my card information and asked me if it was correct. I said yes that is my info. She then processed payment on my card and refunded the money to my mother's card. I called the next day to speak with the Spa Manager Mallory Martin who defended her staff & provided excuses saying that my card information wasn't linked to the service in their computer system, the front desk person was new, & new staff didn't have access to information in the system that the manager has. I told her none of these things were the customer's problem. I said that staff didn't call me to say that there was a problem, even after my mother told them her daughter set up the service & pays for it. I spoke w/Mallory's boss, Director Crystal, who stated that it is spa policy not to let the customer walk out without payment. Again, I said but no one called me to rectify the situation. Crystal did acknowledge that the front desk staff should have called me and offered me $43 refund. I paid $235. General Manager Jeff Z. has not returned my call.

  Business response

  09/29/2022

  Business Response /* (1000, 5, 2022/09/23) */ This incident was an honest mistake. We appreciate ****** for bringing this to our attention, as we have new members of the team who simply do not know every single procedure that we have in place. This billing incident ruined her mother's birthday, and for that we are extremely sorry. We have discussed the incident with the client directly, via our Spa Director as well as our Assistant General Manager. We believe we've come to an amicable compromise on this situation, offering an even further discount for the inconvenience this caused. On a positive note, it sounds as though the birthday guest did enjoy her spa services. Thank you for supporting our business. Consumer Response /* (2000, 7, 2022/09/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have spoken with the Assistant General Manager Jeff Z. who was apologetic and he did acknowledge that this incident should not have happened. He assured me that he will address the training issue with his staff. He also did refund a portion of my payment. Although the Spa Manager and her Director responded to me in an undesirable manner, I am satisfied with how The Assistant General Manager Jeff handled my concerns. I do believe that this matter is resolved.

*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. ↩