Complaints

• Initial Complaint

  05/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to redeem my gift card for a one hour, $60 massage that my 14 daughter gave me for Christmas. When I showed up for my appt the woman told me to fill out the paper work as quickly as I can because they are closing soon. I was actually 10 minutes earlier than I my appointment time. I handed her my gift card and she laughed and told me they have new owners and they no longer accept gift cards. The clerk and the "owner" were extremely rude and condescending. They did not try to help me or make this right. She said she will not work for free. I said but there is no expiration date on the card, I was not contacted in any way shape or form that there is new ownership and my card will not be redeemed. It's unprofessional in my opinion. This is why there is never anyone in that store. A true business person would know to keep customers, you help customers. And there was no help or options to rectify the situation.

  Business response

  06/16/2022

  June 16, 2022 
  Better Business Bureau 520 E. Main Street, Suite 100 Carnegie, PA 15106 
  To Whom It May Concern: 

  
  Tam writing in regards to the customer complaint *** *********) that was submitted on May 25, 2022. 

  
  This customer presented to Vitality Natural Health and Wellness Center, LLC at 209 S. Broad Street, Grove City, PA 16127 with a gift certificate from Grove City Natural Options, LLC on May 25, 2022. Prior to the customer's appointment on May 25, 2022, the customer was reminded of the appointment through our automated appointment reminder system via text message and email. The customer's appointment was also confirmed with a reminder call from our staff. Customers are reminded to bring their completed paperwork to the visit. On the day of the customer's visit, we had a cancellation and called to determine if the client would be able to come in early. The client was not able to do so and when the client arrived for their appointment, they did not have the completed paperwork and were asked to complete it prior to the appointment. The customer presented the office staff with a gift certificate from Grove City Natural Options, LLC prior to her appointment. 

  
  Grove City Natural Options, LLC was sold on June 28, 2021 and purchased by ******* *******/Vitality Natural Health and Wellness Center, LLC as an asset sale. Vitality Natural Health and Wellness Center, LLC is under no legal obligation to accept any gift certificates from Grove City Natural Options, LLC since the business is no longer in operation. However, as a courtesy to our customers, we did accept outstanding gift certificates that were purchased between December 1, 2020 and June 26, 2021 from July 1, 2021 through October 1, 2021. Signs were posted at our location at 209 S. Broad Street, Grove City, PA 16127 and if customer email addresses were on file, customers were notified of this policy via email. The office staff member explained to the customer that we were no longer able to accept these gift certificates as the time frame for accepting them had expired. When the customer became angry, the staff member requested the assistance of the owner/practitioner.

  The owner also explained that we were no longer able to accept gift certificates from Grove City Natural Options, LLC and that Grove City Natural Options, LLC was no longer in business. It was explained that Vitality Natural Health and Wellness Center, LLC was under no legal obligation to accept gift certificates from Grove City Natural Options, LLC. It was also explained that we did accept gift certificates for a period of time from July 1, 2021 through October 1, 2021, but the time period had since expired. It was also explained that the practitioner could not perform the service scheduled without being compensated for the service. Despite not being able to use the gift certificate towards the scheduled service, the customer was offered the opportunity to use the gift certificate towards other services such as our human touch massage chair, infrared sauna, or ionic detox foot bath. The customer was very angry and was not interested in redeeming the gift certificate towards these services. 

  
  I am happy to allow the customer the redeem the gift certificate for the value purchased towards the following services if he/she would like to do. These services include our human touch massage chair, infrared sauna and ionic detox foot bath. If I may of further assistance in this matter, please feel free to contact me at ************* ***********5, or via email at [email protected]. 
  

  In health and wellness, 
  Melissa 
  
  ******* *******, ND, LMT Owner 

*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. ↩