Complaints

This profile includes complaints for True REST's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  True REST

  393 W Olentangy St Powell, OH 43065-8719

• 

  True REST

  4185 Weaverton Ln Columbus, OH 43219-7500

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:02/17/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 were incorrectly charged a monthly membership fee when all I did was change the credit card on file. The monthly fee has already been charged on the previous card for December 2023. Since December, we have had to challenge that extra charge with ******** and repeatedly ask to have the membership cancelled as well as a confirmation. No response from the Owners, Managers at all since this began. We only want to be assured that the membership has been cancelled and no further charges will be made for the monthly membership fee. It is totally ridiculous when this business cannot simply do what they have been asked (as a part for their agreement) to cancel the membership per our request and confirm that it has been done so that we see NO further charges for an unwanted membership to an unwanted service from an unwanted business.

• Initial Complaint

  Date:02/16/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 signed up for a membership summer 2023. After repeated small issues at every visit I decided to cancel the membership. The staff at the ****** location provided an email address to email to cancel. I emailed on 12/10, 12/12, 12/20 and 12/27. The email on 12/27 advised them that according to the conditions of the membership, I had to give 30 days so I expected a charge on 1/2. I advised that if they charged me again, I would dispute the charges and contact the BBB. I finally received an email on 1/11/24 apologizing for the delay and that the last charge would be 1/2/24. I was charged again on 2/2. I immediately filed a dispute with my credit card company. I emailed them today advising them that they charged me again and I had already disputed the charge and I would be contacting the BBB.

• Initial Complaint

  Date:01/02/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 signed up for the monthly subscription of two floats. I became injured and put my account on hold towards the end of my recovery. As I started to use the floats while it was on hold the services changed. The staff was beyond rude at the first. They don’t even start the float on the second. And the third was the last straw. My door was unlocked during my float and the person working stated she watched me while I was there. I’ve had several emails with this business and they refuse to refund me. They are now calling me a liar saying my door wasn’t unlocked. The services that I paid for cannot be rendered as I do not trust they will not come into my room at this point and cannot relax about it. I feel violated by this experience This is a safety issue as well. I am requesting a full refund for all used floats. Which is $1,200.

• Initial Complaint

  Date:12/14/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 visited this facility with a gift certificate in Septem*er, I live over an hour away from this facility or I would have drove *ack out there. I've called, to ask why they *illed me, they do not answer. I have *een charged without my approval for 3 months Octo*er, Novem*er & Decem*er. I have called this place, I received a text message in response. I responded and said this is fraud, they text me *ack and said we will get *ack to you! I sent emails, I was told they would respond within 24/48 hours, I never received a message *ack. I have now had to cancel my credit card to stop them from taking more money. I want my money *ack.

  Customer Answer

  Date: 12/18/2023

  ***** *. <*******************><*r>Attachments<*r>Sat, Dec 16, 7:40 AM (2 days ago)<*r>to disputeresolution<*r><*r>To Whom It May Concern,<*r>In reference to complaint 21008777, the company sent me a document showing they are in a contract with someone else, not myself. I did not sign a contract with this company or approve these charges.&n*sp;<*r><*r>Thank you&n*sp;<*r>***** *ooker<*r>###-###-####

• Initial Complaint

  Date:06/20/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 have had a membership with True Rest Float Spat for a while which entitles me to one hour float a month, and if I do not use that float it rolls over.

  I made an appointment for my wife on 6/9/2023. We received an out of spec text a full hour before our appointment trying to get us to come in well before our appointment for a float. When I told them that we were coming at our appointment time I was sent a threating text that if we weren't there by a specific time both our floats would be cancelled.

  In the True Rest emails they encourage you to get there early with the words "we'd like to see you". Since my wife is an experienced floater, had filled out all her forms and watched the intro video, we tried to get to the spa closer to the time of our appointment. I informed the person at True Rest that we were on our way and that being texted "be here or else" was not ok. She then proceeded to threaten to shorten both our floats because she was busy and had other customers.

  We were to be there before the appointment, but all this happened via unsolicited text and was so disturbing and dysregulating I asked her to call the owner **** ******** who I spoke to via phone and communicated the situation. He reviewed the text conversation and agreed the interaction was not ok. I followed up with an email and text asking him to cancel our membership and refund our money. He did not respond for 5 days.

  I followed up my email by text. and he indicated he hadn't seen it and then failed to respond after he "checked his email". I continued to follow up with him and he said he was busy and wanted to take a day to sit with it.

  When I didn't hear from him the following day, I reached out via text and he indicated he was having computer issues and would address it after.

  Five days later without a response, my wife sent him a note, which he did not respond to. The owner of this company is playing games rather than addressing this issue.

• Initial Complaint

  Date:09/14/2022

  Type:Billing 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.

  - February 2020: I started a monthly account with TrueRest where I could get 2 sessions per month for $63.43. - In March 2020: COVID 19 became a problem. - On May 08th 2020: I requested to cancel my account effective immediately and was confirmed that the account has been cancelled without any further charges starting June 2020. - The May payment ran on May 09th. - On June 09th: TrueRest deducted another payment from my credit card. So I contact the company few times to demand the refund since my account was cancelled. - Mr. ******* ******* in his capacity as area manager contacted me with an apology and refunded $63.43 on 06/16/2020. - My card was not debited for the following few months; obviously because my account has been cancelled. - TrueRest, and without telling me, started once again debiting my credit card for the same monthly amount starting December 05th, 2020 without my authorization; and they continued to do so till April 2022 when I discovered these unauthorized debits. - On April 15th 2022: I contacted the company multiple times and requested a refund for the total amount of $1078.31 but I have not received this refund yet. - TrueRest ran my card few more times in May, June, and July 2022. - I disputed each one of these charges with ***** ***** The fraud department was able to determine that charges should have not taken place, and refunded these three charges to me. They could not address the other charges because they were old per their policy. - I also contacted a lawyer to intervene, and TrueRest still has not responded to him regarding this matter.

  Business Response

  Date: 11/04/2022

  Hello,

  It took me a few weeks to collect 30 months of email messaging and other supporting documents in order to investigate.  Upon completion of my investigation, I did connect with the client directly.  We had a call the AM of November 1.  We discussed all aspects and details.  I shared the policy/processes in place...and was able to identify where likely communication break downs occurred.  Including some email security issues that prevented delivery of some of her messages to us.

  Per ****** request, we have issued a refund in the amount she has requested.  I have also added 2 service vouchers to her profile for the confusion.  The check is going in the mail today.  I also sent an email to her confirmation this.  She sent back a note stating "Thank you very much for working on getting this matter resolved."

  With this, I am considering this matter closed and the customer satisfied.  Thank you for your time.

• Initial Complaint

  Date:07/22/2022

  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 visited true rest Easton today, 6:15p 7/22/22. And my pod was not working correctly when I entered it. The music did not come on but the lights were on. After being in the float for 40 minutes the music came so I got out. Then 5 min later the float device told me basically my time was up. So I got ready. I went to the front desk told the young lady I think something was wrong with my pod and she checked and my time and realized that I had 20 min left. So I asked was there anything that she could do to compensate my time that I loss but I feel she blew me off. I feel it was a bad customer experience. Even trying to book an appointment I could never reach anyone so I had to drive 20 min to book an appointment because my wife bought the reservation online so I couldn’t book on the website.

  Business Response

  Date: 07/25/2022

  There are many ways to book with us.  All sorts of technology options as well as our staff.  We do have a first float guaranty.  We will reach out to the client to discuss directly and re-book at no charge.  There is an avenue of leadership/mgmt that this client could have pursued.  Will understand more of why or why not they did not attempt this...and will service the client to repair their opinion of this event.

  Customer Answer

  Date: 07/25/2022

  I accept the business's response to resolve this complaint.
  Regards,
  
  ******* *******