ComplaintsforHawaiian Experience Spa

• Initial Complaint

  04/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a membership for over 6 years with this organization and when covid hit and I had a change in income I could no longer keep my membership up I had 4 prepaid services at $90 each that was held, in my best description, as hostage from me until I could bring my account current which I could not afford and I have numerous emails documenting that I communic I was told by the manager **** that I could not use those per her boss boss unless I would bring my account current in which I could not afford since my loss and change of income. I explained that my prepaid services would have benefit me greatly due to the stress and circumstances I was in but was still not allowed to use them. I explained that I had even brought several members to their organization and I had been a long standing member for over 5 years and it was at that time of more follow up that ***************** emailed me back and said I could use could use my pending credit after all it's after all but when I went to go follow up to use them after much documentation, in which I will provide, she then said she couldn't extend those to me after all based off of what her manager ***** stated to her. I explained that I was not happy and that I would be taking this to a higher level as I had always been a faithful member for years and I did not find it right or ethical for them to hold my services in which I had paid for and were sitting in my account to be used against me and that they also would not give me a refund. I am requesting a full refund of $360.00.

  Business response

  04/06/2022

  This guest never contacted us regarding a loss of income. We had many, many guests that we suspended during the pandemic for either financial or medical or other pandemic related reasons. We did this to preserve their existing credits and help everybody weather the pandemic. ****** simply stopped paying for her membership and under the terms of the membership, 30 days after non-payment all credits are forfeit. We usually wait 90 days, while attempting to contact the guest regularly regarding payment, before we actually cancel the membership and forfeit the credits. While the location manager was trying to work with her, under no circumstances would I allow a guest who is in default on their membership for 5 months to use their existing credits. Had the guest contacted us before she defaulted or even when she initially defaulted we could have cancelled her and given her 30 days to use her credits which would have already been an exception, however after 5 months of non-payment I can't make that large of an exception. Given the fact that the guest could have cancelled at any time with a 7 day notice there was no reason not to contact the spa regarding her membership prior to defaulting.

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