Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a visit to WS on 02/16/25. I have emailed the **************** to find a solution and they have not provided me with one and stopped responding entirely. They mentioned that my experience in the facility is separate from what they handle, which is upsetting to hear as all sections of a business should be working in unison to give the best experience possible. I booked this reservation for my partner and I which included a 50 min Massage. Before arriving, we called the facility and asked any questions we had regarding our booked packages. In fact, we mentioned the 7:50pm massage to the lady on the phone. She did not correct us, nor did the person at the front desk in check in tell us what time our massage was for. We arrived at 5:15pm, way before our massage time which we thought was for 7:50pm. When we arrived to the **************** at 7:35pm, they said we can't do the massage. I've never booked a reservation and didnt receive reminders the days leading up to it. We were there 2hrs before our reservation time, why didn't the workers look into the system and see that we were checked into the facility? As a place that claims to prioritize guest experiences, this system doesnt show responsibility on their end to upheld and make sure that guests are getting their moneys worth. I understand if we werent at the location at all, however we were upstairs and there couldve been a text or email reminder if that were the case. They have also noted us as a "no show" according their response to my Bank dispute. How can someone be no show if they are in a facility? The supervisor kept reiterating that emailing would lead to the same response and there is nothing that can be done. As a business, this is should be disheartening to say to a paying customer. The least she couldve done was relay positivity and hope to us. I would not carelessly spend over $400 and not look forward to experiencing the amenities a place has to offer.

  Business Response

  Date: 03/31/2025

  Hello,

  Sorry to hear about your situation.   We do not make announcements since this is a spa environment.  Its not possible for us to look for guests as we have hundreds of people that are here on a daily basis. 

  To show you we value your business please we will offer you a complimentary pass on your next visit.

  Just provide the best email address.

  Once again we apologies for the frustration.

  Sincerely,

  Team World Spa

   

  Customer Answer

  Date: 03/31/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: Being that my complaint is towards the **************** and lack of communication, I shouldve been offered a visit for complimentary or even discounted massages. That is the service I intended to come for. I look forward to a better solution, thank you.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** ********
  
  
  
  
   
  

  Business Response

  Date: 03/31/2025

  When you decide to come back we can offer a complimentary admission as a gesture of good faith.  We cannot offer a complimentary massage as we paid a therapist who was waiting for you and was ready to provide the massage at the time you requested.

   

  Customer Answer

  Date: 04/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  I will come for a complimentary visit. Email- ************************************

  
  Sincerely,
  
  ***** ********
  
  
  
   
  

  
  

• Initial Complaint

  Date:06/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6/21/24. Today is my first day here EVER! Due to traffic my commute was 2 hours but it didnt matter since I was excited to come to the world spa. Upon my arrival at 4:50pm I came in to an empty front desk I waited for several minutes and then walked into the threshold to see if anyone would help and there was a security guard, a girl from the front desk, 2 customers and a lifeguard. There was a dispute the lifeguard was asking for the manager to be called. Once the lady from the front desk with shoulder length short black hair came to me I wasnt greeted she went to another guest and I told her I was waiting and she was absolutely rude from beginning to the end of our interaction. Thereafter, I told her I had a massage appointment at 5 and will I be accommodated since I was waiting during a dispute occurring at the corridor & if it cuts into my massage time will I be accommodated No you werent waiting that long. Meanwhile there was a full on argument she was privy too and didnt see me. I got into my massage appt late due to this. $214 for the massage and I got 30 out of a 50 minutes. My massage was rushed to the point that my whole body was jerking I had to tell the masseuse to please be gentle and relaxed and he responded theres plenty of people that come here you were late and you need to tell me. Prior to this response I told him what my problem areas are and he said this is not a doctors office. I am a little over an hour into my World Spa experience and I am appalled to say the least. This has been a stressful experience thus far and the customer service is poor. The girl at the front desk made me feel like I am an unwanted guest and the masseuse just echoed my feeling of angst. The cost of todays trip to world spa was $214 for the massage plus (2) day passes at $198 each totaling close to $412. Im upset I came here to relax and instead Im left stressed tense with a migraine! Horrible experience! I cant opt out of a photo either wheres my privacy

  Business Response

  Date: 06/27/2024

  The customer was late and was just given the remainder of the time they had left.  We tell our customers to arrive an hour earlier to avoid this issue.  We spoke to the therapist who said the customer wanted an adjustment on they're body which we are not allowed to do.  Customer was advised that's something a dr. would need to do.

• Initial Complaint

  Date:01/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Jan 1st I had an appointment to visit the spa. Due to illness, I called the morning of my appointment. And was told I could not get a refund but that my appointment could be moved to a time in the future. I rebooked for the following Sunday (Jan 7). I attempted to contact the spa multiple times the Saturday before but was on hold and unable to reach anyone. On Sunday morning I finally got an agent and told them I was still too sick to come on. I'm still testing positive for COVID. Because I'm unsure. When I'll be well enough to visit, I asked for a refund. I was told this was impossible (although they do issue refunds with 48hours advance notice). When I asked to speak with someone with authority to approve a refund I was told I could not speak to a manager and then was out on hold and hung up on.

  Business Response

  Date: 01/08/2024

  Hello,

  We checked our records and didn't receive any calls from the customer before the 48 hours as mentioned.

• Initial Complaint

  Date:01/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I went to the world spa on Labor Day weekend and we paid the admission fee early to get in. Once we were inside, we were up sold on a massage in which they informed us that our admission would be refunded. Even on their website it says if you buy a massage, entrance is included. Why would it be different inside once you entered? 4 months of back and forth and no response and lack of response. Talked to manager ***** and their is response, do you have any proof?? No I trust a business to act in accordance with what they say. Obviously a very calculated money grab to keep peoples money for poor service. No fund was given or any accommodation to right their wrong. AND to top it off, the massage was in a conference room with cameras. ***** assured me that the cameras were covered. 1. How would I know there were cameras if cameras were covered? 2. How would ***** know the cameras were covered? She wasnt there. Seems pretty illegal to have cameras in a massage room, complete lack of privacy. Also how as a customer are you supposed to trust their policies and procedures when they cant even honor a refund the market it. I would like some sort of monetary compensation for either the admission or the massage.

  Business Response

  Date: 01/04/2024

  The customer purchased an entrance and then purchased a massage inside.  We are not sure who or why anyone would tell them that they're entrance fee would be refunded because that is not in our policy.  It simply doesn't make sense.

  Customer Answer

  Date: 01/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I am not sure why your customer service agents would do that either. Not one but two of them. Sounds like an issue you have with your employees not your customers. With a lack of accountability or any customer service.  Also, on your website if you prebook a massage your massage you get access to the spa. So not sure why your policy is drastically differ from massages purchased before or after. Also, conveniently no one will address the cameras in the massage from or the fact that the massage took place in a conference room.  Heres an idea: Dear Customer, we are so sorry for the miscommunication from our employees. We realize you were dissatisfied with the service in order to keep things right and realizing you spent over $500 with us we would like to refund a partial amount to you to make things right. All the best. Thanks for visiting us. 
  
  You are only looking at the bottom line and not realizing your responses lack any kind of customer service or accountability which is a major issue especially from a large corporation whose prices are already expensive. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business Response

  Date: 01/08/2024

  Not sure what else I can say here except repeat our policy.

• Initial Complaint

  Date:11/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The place is very dirty and customer service is awful I was running late for my massage and they just simply didnt accommodate me and my family of four They told I have to pay full price in order to reschedule, but when I called by the to confirm that I was running late the promised me they will still accommodate me with the full treatment The personal is very unprofessional with no social skills the place is absolutely scam

  Business Response

  Date: 11/18/2023

  Customers arrived almost an hour late to an hour procedure.  We offered them to receive the remainder of they're time as per policy.  The therapist was sitting there and waiting for them and had to be paid as per policy.  They had another procedure right after.  We gave the customers complimentary facials and free time in the spa as a show of good faith and they said they were happy, but apparently that wasn't enough.  There is not much else we can offer them at this point.

• Initial Complaint

  Date:08/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 29th. We bought massages that gave us access to the rooms. Horrific experience. Deceptive website - said it was closing at 9pm in one place on the site and 10pm in another place and when we finished our treatments at 7:50 they actually closed the spa at 8:17. They had allowed some patrons to purchase passes after 7pm without telling them the spa would close in less than an hour (NOT as advertised on the website). When dozens of patrons complained, workers told us they do this so we have time to shower, but we did not have time to shower because 2 showers were out of working order and there was a line of 8 furious women who felt frustrated by these deceptive business practices. ******* was horrible and her energy was disturbing, not relaxing at all. Facial with **** was lovely, but that was the only good part. When we ordered a quinoa salad, they delivered it they told us it would take **** minutes before they could get us a fork. We had to eat with our hands because they never brought one. No warning or announcement that the spa would be closing soon, just one announcement that the spa was closed at 8:17. No one could not explain a variety of charges that we were confused about at checkout. Said theyd ***** us with explanation and never did. I called for over a month, got thrown around by different reps and managers, never got a clear answer and was always promised that they were going to "make this right." I told them we did not want to return, so a complementary $80 day pass would not make a difference, and multiple managers said they would investigate a refund and get back to me. I did not hear back from anyone over the course of a month and finally when I got back in touch, ******* spoke (rudely) to me and said he could only offer comped day-passes. We spent over $300 on multiple treatments. ******* had a rep ***** me about the day passes but rescinded his offer today when because of the review I left a review with the BBB. More to tell but no more space.

  Business Response

  Date: 08/15/2023

  We have been back and forth with the customer so many times.  We offered her many different explanations.  All of our platforms including website and social media platforms are very explicit.  We don't have issues of this kind come up at all.  This customer is just upset that they didn't read all the information ahead of time.  They got the world spa but then it was too late.  We always tell our customer to plan ahead and review our website to avoid these kinds of issues.

  Customer Answer

  Date: 08/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

  I have to assume I'm speaking with ******* here, based on the blatant gaslighting, patronizing tone, and absolvement of professional responsibility - all in line with what I experienced on the phone with him. In response to the gaslighting rebuttal that World Spa doesn't "have issues of this kind come up at all" and that I was just "upset I didn't read all the information ahead of time," I have attached 56 screenshots of ****** reviews that indicate that my experience was not an isolated incident. I am not surprised other customers have left similar reviews of World Spa's misleading advertising, because there were at least 8 other people in line the night I was there to complain about the same thing. The attached reviews outline other issues I had as well, including disrespectful staff, unclear charges, and subpar services.
  
  You say "All of our platforms including website and social media platforms are very explicit" - I see that you have NOW updated your website and socials, but that was not the case when I was visited World Spa. Please reference your other scathing ****** reviews for confirmation that these platforms have not been updated until very recently. I have also attached my reservation confirmation. It states clearly that "last call" (which is NOW listed on your website as 8:15pm) was 9:15pm at the time I attended. At the time of service, your website listed 10pm as your closing time, and your ****** Business profile said the same. Again, my spa experience was cut short at 8:17 without warning or explanation. This is (again) confirmed by others' reviews as recent as 2 weeks ago. Other customers also mention being similarly gaslit by staff who blamed them for "not reading the website correctly."
  
  The reason you have "been back and forth with [me] so many times" is because I have followed up myself 6-7 times (after requesting a call from a manager in-person), had multiple managers and staff members express their dismay at my experience, promise they would have someone get back in touch with me, and no one ever called or emailed. So, I continued to reach out. No one from your team EVER called me or emailed me back. The last manager I spoke to before ******* seemed absolutely appalled to hear about my experience, promised she would call me back within 2 days, said she thinks this warrants a refund, and she never called back. When I called back the following week to inquire, staff told me she had been let go. That's the closest I ever got to some kind of respectful, empathetic interaction with management. 
  
  Regarding the "solutions" World Spa offered me, ******* begrudgingly (and rudely, I'll add) told me over the phone that me "complaining and criticizing wasn't going to help anything" and that there's nothing that can be done besides the offer of 2 complimentary day passes. I told him I did not want to return to World Spa, and he told me that was my only option. I frustratingly agreed. Only July 24th, ******* reached out to extend my 2 free spa passes. Only July 31st she wrote me back saying World Spa had revoked their offer to "make things right" because I had put in a complaint with the BBB.
  
  As many other customers mentioned in the attached reviews, charges at the time of services were elusive, confusing, and manipulative. We still have ZERO clarity on any of the charges we were billed for. No one could give us a clear explanation in person (we had various charges, refunds, more charges, and none of it added up based on our services). We still do not have clarity on these charges, and we spent 30 minutes after our services trying to get explanation from the manager on duty. This was another reason she was going to reach out to us (to explain the charges more clearly, once she figured it out), but again, she never did.  
  
  This is unacceptable business practice. You should be ashamed. I will take this to higher state legislature if this continues to remain unresolved and I continue to be disrespected regarding my experience. Learn some customer service.   

  ( P.S. Attachment System not working through BBB, so I am sending ****** Drive link here. You will find screenshot pdfs of ****** reviews and my confirmation document in the following folder that you can copy and paste in your browser: ************************************************************************************ ) 

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  

  Business Response

  Date: 09/09/2023

  Once again, there is nothing further we can do here.

  Customer Answer

  Date: 09/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  With whom am I speaking? 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************************
  
  
  
  
   
  

• Initial Complaint

  Date:05/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My fianc and I paid for a couples massage and day passes for the spa. The masseuses were very ***** and one had the sniffles the entire session, as if she had a cold. She was very rough and also didnt provide a full massage. She only massaged my back. We paid for a full body massage. World Spa included gratuity without informing ** and the unprofessional masseuses were tipped $60 each without our consent.There was also extremely way too much chlorine used in the jacuzzis and pools. It made me feel lightheaded and our swimwear had a strong scent of chlorine to the point where it caused my home to smell like it while I had the swimwear hanging up to dry. I had to wash them multiple times in order to get that potent scent out. I thought that World Spas ********** smelled hazardous and I was correct because the spa was on the news for it a few days later. Employees were hospitalized. Ive been contacting World Spa about my complaints for a month now and they havent responded to my emails after I provided my reservation information. The reservation was under the name ***********************. The date was 04/19/23 and the total for the massages and day passes was $607.66

  Business Response

  Date: 05/21/2023

  Dear ******************,
  Thank you for your inquiry.  We have spoken to the masseuses and were advised that the massages were done according to the world spa guidelines.  We were also told that no one had a cold or was sick at the time.  The pools are maintained on a daily basis and all of the levels routinely looked at.  Everything was functioning in good order.

   

  Customer Answer

  Date: 05/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  They cannot tell me what I experienced! There WAS an excessive amount of chlorine used.  The masseuse DID have the sniffles and she WAS very rough and *****!  On top of that, the waiters continuously suggested that I ordered things from the menu that was non-vegan even after I told them about my allergies!  The staff is unprofessional and inexperienced.  I want a refund!!

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 05/27/2023

  We are not sure how we can address this any further.

  Customer Answer

  Date: 06/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Hello,
  
  Ive received an email from BBB stating that they havent received a response from me but I have responded.  My complaint has not been resolved and the business has not attempted to resolve it.  Id like a refund from them for the number of reasons that I have provided on BBBs website. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

• Initial Complaint

  Date:03/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction Date: 02/12/2023 Transaction ID: *********/******** Transaction ID: *********/******** Dates of contact: 02/16/2023 & 03/04/2023 On February 12th I purchased four day passes to world spa for redemption on 02/17/2023. Two of my guests could not attend and I rescheduled their passes for a later date within 48hour cancellation or rescheduling period, stated within the policy of the booking. I rescheduled the two passes for redemption on March 10, 2023. At this time, I was not informed by the associate that there would be any change to the policy for a refund after rescheduling. I called world spa on March 4 to officially cancel these two passes after learning that my guests would not be able to make it on the newly scheduled date. I decided to seek a refund instead of an additional reschedule. It was during this call that the sales associate informed me that I would not be eligible for a refund because I had rescheduled the appointment prior. I asked for her to show me the policy where this was stated, either on the website, the pass or written communication. She said it was not stated anywhere it was just internal knowledge. I read the policy for refund as clearly stated on the day pass and explain to the associate that this was not defined in the policy, nor was it communicated when I rescheduled. This is misleading to the customer, and in my opinion, false advertising of services. Any, and all refund policies must be clearly communicated to the customer, and should be provided when requested. The associate refused to escalate my concern to his supervisor, and would not let me speak to a manager to resolve this issue. She continued to deny my request a refund. For these reasons, I am seeking assistance from the Better Business Bureau, and would like to file a formal complaint against world spa. I am requesting a full refund of services and an official apology from the owner for the inconvenience. I am owed $177.66

  Business Response

  Date: 03/06/2023

  There was a misscoummunication.  We allow the change of the date.  Please have the customer contact ************************************ who make the change.

  Thank you

  Customer Answer

  Date: 03/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The response from World Spa does not acknowledge the reason for my complaint nor does it provide a solution based on my request for refund. I do NOT want to reschedule any appointment with World Spa. I am seeking a refund for 2 day spa passes purchased on February 12th, and within their posted policy for refund within 48 hours of scheduled spa date. Please see original statement filed in my complaint. 
  
  I was refused a refund when I contacted the department that handles their cancellations and refunds. The representative was rude and stated the reason for the refusal was an internal communication that contradicted the posted return policy for World Spa. The associate could not provide any written form of the policy that was available to the public. This is illegal and unethical business practice.

  I do not wish to do business with world spa and I want a full refund for the two day spa passes purchased. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 03/29/2023

  This was clearly communicated to the customer.  We are still willing to offer a change of date for up to 12 months from now as an exception.  We will also give the customer ******************** credit.

  Customer Answer

  Date: 03/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The business continues to disregard my original complaint with every response. The business did not communicate in writing or verbally that customers like myself would not be entitled to refund when rescheduling a spa date. I called to reschedule my spa date for March 10th and determined a week in advance that I would not be able to make this date. I contacted the business and requested a refund instead of a second reschedule. It was at this time I was first informed that the business would not issue a refund. I requested the written policy for this refusal and none could be provided. Im fact this refusal is contrary to the written policy posted on my transaction receipt and the business website. I demanded the business honor their written policy and they refused. Clearly they do not intend to relinquish my funds and are fighting to keep my money in business despite my request to return my money. This is a terrible business practice and should not be tolerated. I have contacted my credit card company to report this fraudulent business practice and have informed other potential customers via ****** business reviews to protect them against this untrustworthy business. I have no intention of returning to World Spa after this incident. The customer service and resolution are by far the worst I have experienced in some time. I ask again for a full refund of my money and I will NOT be rescheduling any services as I am entitled by the business policy printed on my receipt. See attached documents. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

• Initial Complaint

  Date:02/23/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 5th I had two timed admissions tickets to enter World Spa at a total cost of $240.36.When me and my partner arrived at the spa we were informed that the spa had an emergency water break and would be closed for an indefinite amount of time. We were offered a refund or rebooking. I gave the employee at the desk my contact information to receive a refund. I was informed by the employee that day, that I would be followed up with my tickets refund the next day, Monday. I had not word on Monday, so on Wednesday I followed up with an employee over phone who told me to continue to call World Spa as they had a long list of people to rebook and refund their tickets. Since then, after reaching out to World Spa's Instagram account, I have made contact with an employee, *******, in which our last conversation, she shared that she had ****** the refund request on Friday, January 10 and said that within 3-5 business days I would get my refund. It's now been seven business days and I have heard no update nor received my refund.

  Business Response

  Date: 03/14/2023

  Hello,

  We are sorry for the delay.  Not sure how this happened but please see the refund attached.

  Thank you very much for your patience.

• Initial Complaint

  Date:02/15/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had to cancel our reservation until further notice, due to personal health reasons. I understand their policy of not being able to cancel within 48 hours, so I postponed the first appointment. However, when I went to change the appointment a second time, giving the health reason, they did not allow me to cancel, and again told me to change the appointment time. I called a third time to cancel our appointment, at which point they told me that I am no longer eligible for a refund or cancellation because of the amount of times I changed the appointment. Since I am unable to visit before ****, I would prefer a refund rather than having to change my appointment time every few months.

  Business Response

  Date: 05/16/2023

  Unfortunately this is against our company policy.  We advise the customer of this.