ComplaintsforRestore Hyperwellness
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/23/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
After discussing serious dehydration due to a week of sickness, the business said that a hydration IV would be appropriate. I confirmed the appointment time and went in to find out that they would not provide services due to my serious dehydration. In the process of the disagreement and discussion, the employee began to discuss my medical history and information that provided to individuals that were not part of the business, I was not acquainted with and did not need to know legally. They did so when I was outside, but the information was relayed to me, and there is recording of it, which I have been provided. The business will not respond to request for amendment or discussion. A former employee that I am acquainted with says that this has been an issue in other locations as well. They claim they do not gather or disclose any personal health information, but that is an outright lie. I was shameful and disappointed in that information being shared without my permission. Office of civil rights is looking into this issue across the franchises as other employees have mentioned this issue.Business response
08/08/2024
The client came to our business hoping to receive a medical service. No client is guaranteed a series until they meet with on of our nurses. After our nurse on staff consulted with the corporate nurse practitioner regarding the client's medical history, it was determined the client could not receive a service. Our nurse informed the client that he was not eligible to receive a service and the client proceeded to shout profanities at our nurse. She asked him to leave the store and he refused to leave. We contacted the ******** Police who arrived and informed the client that he needed to leave the premises. No other employees in the store, except the nurse, were given any information about his medical history or the reason he was refused service. Our nurses have the authority to determine which clients are eligible, or not for services and that medical information is not shared with other non medical staff.Initial Complaint
09/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
They are not giving services that were purchased at the ** location, I was told Id get a hydrafacial after attending an event at the ** location, it was their staffs responsibility to provide this information to their other studios in case they closed, which they did. Their ** location is now closed and their ******** location isnt providing the services that were purchased and/or scheduled at the now closed location.Business response
10/12/2023
Good afternoon,
This person was a client at our ******** location for many months. She was also a client at the ******* location. We do not and did not have any ownership of the ******* location. The franchises have independent ownership groups. The owners of the ******* location closed it on 9/1/23 and
unknown to **, put a sign on the door telling their clients to go to the ******** or ******** locations. We have not been able to service all of those clients as we have not been paid for the services. In this case, ************** told us she was given a free facial from the ******* location. We are not able to honor that as we have no ownership with that location and we would not be receiving any payment despite having to pay one of our employees to conduct the service.
On *************** last visit to our ******** location she pulled the shelves off of the shower walls and left an incredible mess in our sauna (photos included).
Please contact us if you have any additional questions.
Sincerely,
*************************
Customer response
10/20/2023
Complaint: 20617947
I am rejecting this response because:
I still have credits that should be refunded and I dont appreciate the accusatory tone of their response. There are many reviews on their yelp contradicting the ones one ****** where their average rating is higher than their rating on yelp and its obvious the ones on ****** are from their dishonest methods of obtaining positive reviews. They should refund any unused services that they havent given their clients/members and/or former clients/members.Sincerely,
*******************
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Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.