ComplaintsforUtopia Spa The Body Bar

• Initial Complaint

  03/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  January 2022 I booked an appointment for March 26 for three services. They were not part of a package. I said what I wanted and they built a package but all three services were full price. The prices charged were more than what was on the website because they said the website wasn’t updated to reflect the charges at a new location. The price was $*** and they asked for my credit card number. My card was not used to hold the booking but ran immediately and the money was deducted from my account. March 18th my plans changed to include my daughter and niece in my travel plans to Richmond. I checked the website and it said ***% refund within 24 hours of service. I called the spa and they didn’t see where my appointment was booked. They didn’t even know how much it cost. They didn’t know I had been charged until I had to send them the receipt to prove it. They said they would look into it and call me back. They offered a gift card and I said no because I live over 2 hours away I want a refund. They said they would call me back early the following week. I never heard from them so reached out. I got a call back on Tuesday March 22 and they said due to their policy on refunds I couldn’t be refunded because I “prepaid.” I only prepaid because they ran my card. When I checked the website the cancellation policy on the services page was still the same as the previous week. They sent me a screen shot of their terms and conditions where (prepaid) had been added and a new policy appeared. Today, Wednesday, I checked the website again and they have changed the cancellation policy on the services page as well to reflect the difference between prepaid and not prepaid. This was not the policy until I asked for a cash refund.

  Business response

  04/06/2022

  Dear *******, 
  We would like to apologize for any inconvenience we may have caused. Your original appointment was booked with our sister spa, Utopia at Aura ******. That is why when you called our Utopia Spa, we couldn’t find your appointment. In our Utopia system. We have different scheduling, pricing & cancellation policies for both spa’s, and as previously stated you made a phone call to Utopia, not Utopia at Aura ****** . You checked the Utopia website cancellation policy for Utopia Spa, whereas Utopia at Aura ****** does not have a website with posted cancellation policies. Nonetheless, we apologize for all of the confusion and any inconvenience we may have caused. We have also issued you a full refund. 

  Customer response

  04/07/2022

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** ******  ** *** ***** *** *** ****** ** ****** ******* ****
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
  
  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. ↩