ComplaintsforFt Hunt Massage and Spa

• Initial Complaint

  07/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Contact with this business was my first step in my beauty journey .After an hour with ******, the owner, she brainwashed me to pay her approximately $2800.affirming that electric shocks would cure cellulite and ionic foot baths would rid my organs of toxins out through my feet. After I naively handed her my debit card, the next day I decided to investigate if these spa treatments would really cure me. She charged me over $800 for 6 sessions red light therapy but a local gym only charged $10 per month for unlimited use. (I didn't know anything about red light therapy until I met her so I didn't know she was price gauging. I also find on ******** **** ****** ******** report of the fraud of ionic foot baths.**************************** Finally, I discovered she lied that electric shock can cure cellulite. Only Lasers, liposuction or diet and exercise can cure cellulite.

  Business response

  07/23/2021

  ---------- Forwarded message ---------
  From: Ft Hunt Massage and Spa <********************************>
  Date: Fri, Jul 23, 2021 at 12:49 PM
  Subject: RE: ******** - *********** ***** - Complaint
  To: <***********************************>
  

  
  

  Dear Dispute Resolution Team:
  

  
  

  Thank you for your email and effort of mediation. I really appreciate you staying mutual in the process. Here is my side of the story:
  

  
  

  Upon reading ********'s complaint I am shocked to hear how she references us now and calls us a "scam" and "fraud". She is a person who researches places and services before she commits to anything which is why she came to our clinic in  Alexandria, VA, all the way from Washington DC driving for an hour one way. I did not know her prior to her first visit, she found us! She called me for information prior to signing up for any service. I disclosed to her that our health and wellness center is alternative and holistic which was very appealing to her, she said she believes in that and was looking for places like that and there was nothing like us closer to her. I also told her that she needs to make a time commitment for all the services she was interested in (Red Light Therapy, Ionic Footbath and the Electric Stimulation for Cellulite Reduction) and she agreed even though it is a long drive for her. We are taking care of clients the alternative and holistic way in an upscale setting therefore our prices are higher than conventional spa chains. We only use organic products and never apply aggressive approaches or methods to any treatment so there is never a downtime unlike it is the case after a plastic surgery. We do not medicate people so there are no side effects either. We do not promise to eliminate cellulite (only plastic surgery can do that) but we do promise a skin improvement and reduction of cellulite. We do have integrative medicine physicians here and doctors of acupuncture and oriental medicine who won the Top Doctors title while our spa has been named Spa of the Year (two years in a row) in NoVA so we do have some achievements to show off in addition to all the 5 stars reviews clients and patients leave on us anywhere you search us on the internet. We are not some crooked individuals!
  

  
  

  ********* opened a total of 3 bank disputes in an attempt of reversing all of the transactions which we did not agree with due to a couple of facts:

  
  

  1. ********* purchased products (organic skincare products, food items and health supplements) which she did not return. We only accept products for an exchange if the seal is broken or if the item is defective or damaged in any way, or expired. She did not return any product but we can exchange them for her if there are any issues with them.  We will not accept open and used items.
  

  
  

  2. ********* purchased treatment packages which are heavily discounted services (since they are prepaid upfront). These packages contain a set number of sessions. We explain to clients upfront that certain treatments are cyclical treatment plans and they need to return a set number of times per week and/or use the suggested products in between sessions. She purchased the above mentioned 3 packages and made a few appointments after comparing different prices, requirements and results. Once a package is purchased and the sessions are booked we line up products for the services to ensure we are fully stocked for the service. When a client shows up we open the products and hand them a pair of goggles for Red Light Therapy. We cater to different skin types and conditions and customize every session so we are not able to use someone's products for another client and vice versa. We do not share products between different clients to avoid cross contamination therefore we reserve the product for each client. Organic products also have short expiration dates, a lot shorter than traditional commercial products which is another reason we recommend finishing the treatment plan in a timely manner guaranteeing best results.
  

  
  

  I disagree with *********'s statement of being electrocuted. This is a fully staffed establishment in a big medical complex across from the hospital with many employees and 2-3 front desk agents. We do have doctors onsite (a primary care physician) in addition to other healthcare professionals and occupational therapists but no help was requested from the client and no incident was reported by either master estheticians. If somebody is electrocuted immediate medical attention is needed, that is a life and death question!
  

  
  

  Her remaining package sessions remain on her online and inhouse account for her to finish so nothing is taken away from her but there is no such thing as a cash refund.

  
  

  What we think happened is that ********* found cheaper places to go (based on what she described as a $10 monthly deal), not sure what results that will give her but one thing is for sure, she did not finish any of her treatments nor followed instructions, which is not going to generate the results she is seeking. We are not the reason she does not have the desired results!  Once a client starts a package she has a dedicated service provider who sets up a treatment plan and opens professional grade skincare products for the services therefore there is no refund. Since she changed the treatment by coming on different days she was assigned a second master esthetician who also had a consultation with her but she did not finish that plan either.
  

  
  

  The only package she did not start with is the Ionic Footbath package therefore she is eligible for a service exchange but not a cash refund. If she is not interested in any other services her instore credit is also good for retail products (we are retailing many items from skincare to health supplements, everything is 100% organic and therapeutic, imported goods from Europe, Australia and New Zealand). The cost of the Ionic Footbath package is $650. A facial product in our center starts from about $100 so it would buy her a few items. We can pack it to go or have it shipped (as long as the shipping costs are covered). She can call our spa for pricing and product availability and we can mail her a package containing her shopping list. She has already shopped here so she knows what retail we have.
  

  
  

  I am not here to argue with ********* at all, I made an attempt to communicate with her and update her in an email about where the bank disputes were standing at that time and offered her an exchange of services or product. She called me to record our phone conversation but I advised her to continue our bank disputes since they were pending at the time but I never heard back from her. 2 of the 3 bank disputes have been finalized and reversed in my favor since I documented that she came for treatments, we had her intake form, I printed out her visit history including the "no-show" appointments which unfortunately also happened and when a client does not show and does not cancel we strike their package by removing the session to cover the time of the service provider and for the room which is assigned to her treatment. The third dispute is still pending.
  

  
  

  In summary: the packages she has already started are non-refundable and non-transferable, the one package she has not used yet can be exchanged for anything (services or products). The products she has purchased need to be returned for an exchange if they are damaged.
  

  
  

  I will be forwarding you another email containing my email sent to her maybe 2 weeks ago? I can also forward you the fraud cases she opened against me as if I stole her identity or card information which is not the case. This turned into a big nightmare because my credit card terminal company froze the account and stopped transferring incoming money to my business bank account during the investigation process so I had to process payroll from my personal bank account. She tried to get her money back by claiming fraud but we did not fraud her, she simply changed her mind.

  
  

  Sincerely,
  

  
  

  ***************************

  Ft Hunt Massage and Spa
  

  Ft Hunt Health and Wellness Center

  ************************

  **********

  Alexandria, Virginia*******

  ************
  

  www.fthuntmassageandspa.com

  ---------- Forwarded message ---------

  From: Ft Hunt Massage and Spa <********************************>
  Date: Fri, Jul 23, 2021 at 12:50 PM
  Subject: Recent Chargebacks: FT HUNT MASSAGE AND SPA
  To: <***********************************>
  

  
  
  

  Dear Dispute Resolution Team:
  

  
  

  ********* opened 3 bank disputes on "fraud and scam" and reversed all of her 3 transactions.  This is how I learned about the fraud case and disputes by receiving an email from my credit card terminal company on April 16, 2021 informing me about freezing all incoming credit card transfers.  As of May 9 they still did not release the incoming funds due to their ongoing fraud investigation. I had to prove first she is an existing client with a history before they turned it into a simple bank dispute which took almost 2 months. I had to submit the required documents from the below list in addition to sending over a copy of the credit card receipts showing her signatures on them. I responded to all of her disputes and the bank reversed 2 of the disputes so far in my favor. The third one has not been decided yet but I did use the very same documentation as well.
  

  
  

  ***************************

  Ft Hunt Health and Wellness Center

  Ft Hunt Massage and Spa
  

  ***********************************************************************************
  

  Tel: ************
  

  www.fthuntmassageandspa.com

  
  

  ---------- Forwarded message ---------
  From: ***************** <*****************************>
  Date: Fri, Apr 16, 2021 at 5:04 PM
  Subject: Recent Chargebacks: FT HUNT MASSAGE AND SPA
  To: ********************************************* <fthuntmassagebooking@*****.com>

   

  Hello,

  My name is ******* and I am with ************** We are the credit card processor for your business, FT HUNT MASSAGE AND SPA. I am conducting a Risk Review of your account and I am needing additional business verification.

  Please be advised that your account is currently on hold until my investigation is complete. In order to complete the review, I will need the following responses from you:

  1.                   Explanation of recent chargebacks

  2.                   What is the return/cancellation policy?

  3.                   Do you all accept deposit? If so, how far in advance?

  4.                   Current business bank statement

  5.                   Invoice for transactions on ** ending in **** for $842.03 and 675.94 Please provide the cardholders name, address, and phone number.

  Thank you,

   

  *******

  Operational Risk Analyst, *******, North America

  *****************************

  O  ***************

  ***************

   

  ---------- Forwarded message ---------
  From: Ft Hunt Massage and Spa <********************************>
  Date: Fri, Jul 23, 2021 at 12:51 PM
  Subject: *********** ***** - Ionic Footbath dispute
  To: <***********************************>
  

  
  

  Dear Dispute Resolution Team:
  

  
  

  Please allow me to send you separate emails to address the different complaints listed in *********'s letter. Some will have attachments.
  

  
  

  Please see attached our return and cancellation policy displayed on the front desk in the lobby. We have the same policy listed on our website for online users. I am attaching the link to our website on returns and exchanges. This is our web link: https://www.fthuntmassageandspa.com/company-policy-on-returns-and-packages

  
  

  I am also attaching images of our professional equipment to show that our Ionic Footbath equipment is not some fake plastic foot bowl as she references in her email. We do not purchase from China or buy Chinese made products other than acupuncture needles and oriental medicine. I am a certified practitioner who had to take a course and pass a test in order for me to offer ionic footbaths. I am also an official distributor of the equipment for other spa partners in the USA.
  

  
  

  The price of the package was disclosed to the client who agreed to purchase it, we have her signature on the credit card reader. Since she has not started the Ionic FootBath package she is eligible for an exchange of services or use her instore credit of $650 towards retail products.
  

  
  

  Please note that the client opened 3 bank disputes, 2 have been reversed in my favor but the third one is still in a pending status. I documented that she purchased products (which she has not returned) and started the Red Light Therapy and the Electric Stimulation packages. We have her appointment history including a couple of No-Shows which means that we "strike" her package and deduct a session from it, we have her intake forms and charts made by both master estheticians who treated her. She did not finish either packages (she only got started) and did not follow the instructions either, she did not come as frequently as it is required. There is no cash refund so the remaining sessions are stored in her account with no expiration date. We do not confiscate anything from her, the sessions are there for her to finish whenever she decides to return.
  

  
  

  ---------- Forwarded message ---------
  From: Ft Hunt Massage and Spa <********************************>
  Date: Fri, Jul 23, 2021 at 12:53 PM
  Subject: Bank dispute
  To: <***********************************>
  

  
  

  This was my email sent to ********* on July 2 but I never heard back from her. Please read below.
  

  
  

  ***************************
  

  Ft Hunt Massage and Spa
  

  Ft Hunt Health and Wellness Center

  ************************************************************************************

  ************
  

  www.fthuntmassageandspa.com
  

  
  

  ---------- Forwarded message ---------
  From: Ft Hunt Massage and Spa <********************************>
  Date: Fri, Jul 2, 2021 at 3:20 PM
  Subject: Bank dispute
  To: <**************************>
  

  
  

  ******,

  
  

  Thank you for your call today however I did not approve any phone recording. I wanted to reach out to you in an email to remind you that you initiated a bank dispute and reversed all 3 credit card transactions. The bank flagged my account for fraud and froze the entire account, denied my access to it and by doing that I had no access to our money till the fraud investigation ended (I paid payroll from my personal bank account).  They just recently approved access to my business bank account since it turned into a dispute but I do not think it is over yet.
  

  
  

  I do not know what kind of bank dispute you opened but I did not steal your information, I have your signature on the credit card reader and on the paper receipts. We have your appointment history, skincare intake form and the chart made by both master estheticians including the rescheduling of your last appointment due to an equipment upgrade (we went with a stronger current). You stopped coming to our spa and had a no show for an appointment or two.
  

  
  

  Please note that you also purchased a lot of skincare products, supplements and food items (teas and ginger extracts, etc) which you have not returned. I submitted these receipts as well for the bank dispute (these receipts were combination receipts, commingled with service charges on the same receipts).
  

  
  

  Please note that we are enforcing a strict return policy for certain products, such as skincare, supplements and food items which we only accept if the seal is broken or if the products are defective in any way but you have not returned anything yet. If there is something wrong with them you can return them and we will exchange them for you.
  

  
  

  Service packages are deeply discounted services and payable upfront at once. There is no refund (partial or full) once the customer starts the package (including no shows) but in case a client changes his/her mind before starting the package we can exchange it for another type of package or place an inhouse store credit towards future services.
  

  
  

  You have one service package that qualifies for an inhouse store credit and that is the ionic footbath (since you have not started that), whatever the cost was I can place it on your inhouse store account for future use, good for services or products with no expiration.
  

  
  

  Regarding the red light therapy and the 2 electric stimulations packages I cannot refund since you started these; however, you can finish these at your convenience. There is no expiration date on any of our packages so those are all yours. We do not confiscate your packages or prepaid services just because you stop the treatments, they are still sitting on your account, those are still yours but there is no refund if you stop coming and do not show up.
  

  
  

  While the bank disputes are ongoing I need to hold off with exchanges or placing a future credit but if the bank decides in our favor and gives the money back to us in all 3 cases I will go forward with the instore credit on the ionic footbath and/or schedule any services on the packages you have already started. Till then the packages are all there so nothing is taken away from you.
  

  
  

  Please let me know if you wish to see our return/exchange policy on products and packages which are publicly posted on our website and displayed in our lobby.
  

  
  

  I am saving this email should we escalate to court. I am also keeping the bank disputes and the fraud investigation emails and letters I received which is certainly not the case.
  

  
  

  Please kindly communicate in writing so that we have proof of what is said and what we agree on. There is no reason to call and record phone conversations, those are not accepted on court. If you already have an attorney please kindly have him/her contact us.
  

  
  

  We can assure you that we are not taking away anything from you and whatever service packages you purchased are still sitting on your account, even if partially used.

  Customer response

  07/23/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  I WILL NOT DO BUSINESS WITH YOU. YOU ARE A FRAUD. WHAT THE BANK SAID IS GOSSIP. I NEVER SAID YOU STOLE ANYTHING. 
  Regards,
  
  ****** *****
  

*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. ↩