Complaints

• Initial Complaint

  07/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have been a member of Massage GreenSpa Brighton for over 5 years, i had credit card fraud on card i had set up for monthly membership pymts., so the June payment did not pull. I spoke to their front desk representative at 9:30 am today, 7/12/23. She told me that i had a balance of $****** enough for 2 massages, but i could not schedule a massage for my spouse because the owner just recently decided with her brother that my one month of unpaid massage amount = membership was lapsed and Massage GreenSpa would need a new credit card and Junes payment before i Could schedule a massage. Also i asked about a refund of my money, due to them disrespecting my customer loyalty and many changes in quality of therapist. The office representative said she spoke to owner ***** about this type of question this morning, and was told customers would not get any refund, that was her the ***** and her brothers decision. For all these years as a member, i have always paid, i have all my billing statement records. I now wish to cancel membership and i want and feel entitled to refund. They have not performed any service for this money of mine and my husband and i are in our 70's that money of ours is important to us. I would like a refund of the $ ****** dollars. The owner wanting to take more money from us before a massage is ludicrous, and i would not feel comfortable going there now as i feel this is hostile behavior on their part. Many good therapists have left them over the years i have been a member. Also i have noticed the establish has not been as clean, the bathroom was not clean, paper towel, tp on floor and on one occasion the had bowel movement in toilet at time i went in to use toilet before my massage.

  Business response

  07/16/2023

  Hello,

  This client was contacted and the issue was resolved. The client is being allowed as a one time exception to use her remaining credits without having an active membership. This is against our policy but we are granting the client a one time exception. 

  Customer response

  07/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

*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. ↩