ComplaintsforSerenity Spa

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  I was given a gift certificate and no one seems to know anything. If the new owner was smart she would honor these and potentially gain some business.

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  On 9/23/22 my mother purchased a gift card for me from Serenity Spa in the amount of $100 with no noted expiration date. I phoned the Spa last week at 502-245-6484 to schedule a massage (It is now called Middletown Spa and Aesthetics) and was told by the new owner, *** *************, that the previous owner - ****** ********* - had sold the business and building to her and that the closing was in 4/2023. She stated that the previous owner agreed in their contract to settle all debts, including outstanding gift cards. *** ************* added that she could not honor the gift card, but that she would give me 15% off the purchase of a service. I looked online and located *** *********** phone number - ************ - and called her. She relocated to Pensacola Florida and has a new spa there. She maintained that it was not her responsibility in their agreement to honor gift cards, that it was *** *************** responsibility. She added that she has been in contact with a couple of other spas here in Louisville about giving a credit for some of the purchase amount of the gift card, but not the entire amount, but refused to elaborate on what businesses those are. She stated that she has received many calls from customers about the gift cards and that she was sorry that the new owner was not redeeming them. She acknowledged that there was no communication sent out to customers about the sale of the business despite sending at least weekly texts out to customers about available appointments. She said that there was an email sent out AFTER the real estate closing and couldn't explain why she didn't notify customers earlier so that gift cards could be redeemed except to say "it all happened very quickly". I looked at her facebook page and she knew prior to the start of 2023 that she was moving. I am asking for a refund of the gift card.

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was given a gift certificate for Christmas in December 2022 the expiration date is December 2023. I went online to book my services with serenity spa and received a phone call from the owner new owner that she was no longer excepting these gift cards she was the new owner and she had purchased the building and the client list only she informed me that the person that This certificate had been purchased from had sold her the business, and had moved to Florida. In other words, she was not honoring the certificate. I was never informed prior to the sale of this business that I needed to use my certificate prior to a certain date. after looking at the serenity spa sites, and other comments, I have found that I am not the only person to have complaints for the same issue. I have included photos of my gift cards and receipt along with the notes I took from the new owner, can you please help me with the situation I think it’s terrible. I have a $300 gift card or $296 gift card and I’m just supposed to be out $296? Needless to say, I am not happy, and there are others. Who are encountering the same situation and even more who don’t even know it yet because they haven’t tried to use their Gift card. Can you please help me with this situation? Please feel free to contact me for any details you may need in resolving this case. It is beyond my belief how you purchase a business from someone and yet you don’t discuss outstanding gift cards as part of your purchase agreement? Thank you, ***** *****

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  A family member purchased a gift card from this business as a Christmas gift (December 2022) for $95, with an expiration date of December 2023. I scheduled an appointment for May 6th, 2023 to use the gift card. The owner called me on May 5th to tell me she would not honor the gift card because she bought the business in April 2023, and the gift card was purchased before she took ownership. I feel the gift card amount should be refunded to the person that purchased the gift card as I no longer trust them to preform their services.

*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. ↩