ComplaintsforBense SurgiSpa

• Initial Complaint

  02/06/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In 2019 I attended a promotional event and put down a deposit towards a spa package. Due to a critical health issue compounded by the Covid 19 pandemic I was unable to attend the spa for any services (mine were ever scheduled) and never did receive any treatment or purchase a full package. When I contacted this spa this spring I was advised both on the phone by the receptionist and later via email (as I asked for the contact above the receptionist) that my deposit was “non refundable” I emailed back to say - never at any time during my visit at the event or when I paid my deposit was I told verbally or in any written correspondence that my deposit was “nonrefundable” I wrote back via email to dispute this retention of my $1000 deposit which is no insignificant amount of money. I was offered no reply. I have been left no choice but to seek help beyond my direct request to this business. I can not see how it is acceptable to refuse to refund my money? Kindest Regards *****

  Business response

  20/07/2022

  As an established and reputable  company for well over 20 years, and a member of the BBB, * *** ********* ******* ** **** ***** **** ******* **  **** ******* ******** **** ** ******** ** **** **** **** ************* ***** ** ***** **** ** * *** *** ** **** *** ****** * ** **** ********* **** **** ** *** *** *** ******* ****** **** ***** **** ******* *** ******* *** ****

   

  In regards to ***** ********, she contacted us asking for a non-refundable deposit back. At that time, we responded to her immediately kindly stating our policy (which she was aware of) that her deposit was non-refundable, as all of our deposits are, and was clearly stated in her consultation, as well as clearly documented in her medical/legal chart.

   

  Placing a non-refundable deposit down was not something we ever pressure or pressured her to do. It was her choice and wish to do so, in order for her to save money in the moment, and secure a special event significantly discounted rate for a particular service package plan she was interested in.

   

  We, for the last many months have also been transitioning from one database to a new one. We wanted to be able to 100% confirm that her payment had in fact gone through our system, which we had no way of confirming, with the disconnection of our old database. I am sure you can understand from a business perspective that we would want to confirm this prior.

   

  We respectfully reiterated our no refund policy that she could still certainly proceed as planned as her deposit will never expire, or that we could also happily leave that money on account for her to use towards any of our services or products, at any time, as we offer a vast array of services and products. At no point would be or did we suggest she lose her money. Unfortunately, it seems that she is unable to accept the original agreement and our existing policy.

   

  Although not our policy, and although I do not believe that threats or negative behavior should be supported (such as attempting to negatively impact a reputable business), I will approve a refund of $1000.

   

  Please let the patient know that I will forward this to our accounting dept and a cheque will be sent in the mail to her when processed. Please ask her to be sure we have her correct mailing address, in case it has changed.

   

   

   

  Sincerely,

   

   

      ******* *****

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

      709 722 4060
      a***************

      Bense SurgiSpa / Bense Body
      *** ********* ******     ********* ******* *uite 102
      St. John’s, NL A1B 1S1

  Customer response

  22/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 17313838, and find that this resolution is satisfactory to me.

  Thank you very much for getting my refund for me. 

  I am indeed very satisfied and happy to receive my refund. 

  
  

  I still maintain that during my consult at no time was I ever told that my deposit was non-refundable. 

   

  My current mailing address is 25 Three Island Pond Rd. Paradise A1L2B4 

  
  

  Can you please relay to Bense that my current mailing address is as per above. 

  
  

  Kindest regards 

  Many thanks 

  Kelly 

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