ComplaintsforSedona Wellness Retreat

• Initial Complaint

  09/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  After being diagnosed with a very serious condition (stage 4 cancer) I booked the retreat immediately on 11/8/2022; however, within 24 hours of the booking called them and asked to refund the deposit as I wouldnt be able to fast due to the nature of the medical condition (I was not a candidate for prolonged fasting). They refused to refund the money ($4500), literally thousands of dollars, and were unwilling to work it out in any way (for example sell my spot to someone else and refund me). I never used any of their services, this was just to hold the spot. Ridiculous. 24 hours IS under the lemon law, but I was so weak and shocked from the diagnosis I didnt have the strength to fight them on it. This is NOT taking care of people, its called theft. Your policy should not be to keep thousands of peoples dollars.

  Business response

  10/24/2023

  
  "Hello ******, 
  
  Thank you for taking the time to put this together. Our retreat is unique in that we offer many different wellness programs, medically supervised and non-supervised. Our Fasting Programs are just one of the many programs we offer. If fasting is not a program you are interested in, you are welcome to choose a different program as well as a different length of time to stay. All this was conveyed to you previously.
  
  Our programs, cost, cancellation, and rescheduling policies are clearly listed in all of the literature emailed and verbally shared over the phone when someone calls in inquiring about our various programs. When a guest reserves their stay, the policies are again shared over the phone when reserving the stay to reiterate whats outlined in the emails. The policies are shared once again when confirmation emails for the stay are sent out. These policies are shared a minimum of 5 times both verbally and in writing as it is our goal to be as transparent as possible. You also signed said policies indicating your agreement and understanding.
  
  In addition, it was also communicated to you that you have a credit on your account that you can use to rebook your stay in the future. Normally, the expiration date on the credit voucher is 6 months from the original date of stay. In your case, we made an exception and extended the expiration date to 1 year so that you can use your credit to rebook your stay of choice. The expiry date on your credit voucher is Nov 10th, 2023.
  
  Looking over our notes, it is also noted that you also spoke with and had email communication with one of our doctors here on staff regarding your condition and case at the time. It sounded like you were very excited and ready to participate in this program to support your health. All this leads us to believe that this is an informed decision you chose to make for yourself."
  
  Sedona Wellness Retreat 
  
  
  

  Customer response

  10/24/2023

  When it comes to healthcare, ethical implications are important to consider. Your business model is dealing with people in great need, likely emotionally vulnerable. Having a policy where a non-refundable $5000 deposit is required before any service is provided is ludicrous. Prior to paying, I was led to believe that this is a medical facility with 24/7 observation while people fast. It is absolutely not so, and more than that it would be dangerous to undertake a water fast for someone weighing a little over 100lbs. Your doctor did not communicate that to me, but my local doctor did. I believe that a fair settlement of this situation would be a full or at least a sizeable partial refund of the money for a service that was never provided in the first place. 

  Business response

  11/02/2023

  Our 1st email sent to all inquires, this is mentioned We offer Detox/Cleansing, Water & Juice Fasting programscustomize shorter or longer stays not a hospital, hospice, or medical care facility with a staff of 24-hour doctors, nurses, staff, etc. 
  We provide all information regarding our programs for potential customers, at their request, and each individual reads, ask questions, and decide which program they would like to choose. This is all done before assisting with the reservation process.
  We are an intimate retreat. A reservation is accepted &  deposit taken to ensure you have a room, enrolled and have access to our online academy resources, our doctors speak with you over the phone and begin to create a specific plan and protocol for your stay. This is done prior to your arrival. We do not double-stack our reservations. Once a room is reserved, it is blocked off for you. Each stay is customized for each individual according to their needs, condition, or diagnosis. We are not a cookie-cutter, one-size fits all retreat space with guests checking in at any time at will. A deposit is needed to start the process and it is noted several times in our communications, written and verbal.
  It is also mentioned that the deposit is non-refundable. Guests can reschedule their stay. Reschedule fee of $350 is assessed and the balance of any amount paid is placed onto a credit voucher you can use to rebook the stay within 6 months.  In our efforts to work harmoniously with all of our guests, it looks like there was an exception made and your credit voucher was extended from 6 months to 12 months. 
  The expiry date of your current voucher is Nov 10th, 2023. We are happy extend the expiry date for your voucher by another 12 months, bringing the new expiration date to Nov 10th, ****. Again, you have the flexibility to choose a different wellness program and a different length of stay. We hope to have the opportunity to support you on your health journey and goals. Thank you.
  
  

• Initial Complaint

  02/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I checked in on the 1st for water fasting... they promised support & medical supervision over the phone.The documents they have sign state completely the opposite. INTENT TO defraud.. i was in my room for days throwing up and no support was available.Please close this facility... its a scam that kill people

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