ComplaintsforMy Spa Beauty + Wellness Center

• Initial Complaint

  28/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a pre-paid package of 10 x one hour massage sessions for $525 with NO expiry date before Covid but all of sudden Pearl, the manager/owner told me after the 5th massage session on Dec. 22, 2023 that it expired on Dec. 10, 2023 so I had to pay extra $18 for each session to use the package. I told her that she had never told me about that including the time I made the Dec. 22 appointment, it wasn't fair and I purchased it because their packages have no expiry date. (This was also confirmed by email on Dec. 11, 2022 as attached.) Eventually she said I didn't have to pay extra $18 for the session on Dec. 22 but from the next session I had to pay. I purchased the pre-paid package because there was no expiry date, I don't agree to pay extra to use the pre-paid package I had purchased. If that's the case, I need it refunded. I have 5 sessions left so that's a refund of $262.50. PACKAGE of 10 x one hour massage: 1st Session - March 2, 2020 --- Covid - My Spa shut down for a long time --- I asked for a refund but they didn't refund. 2nd Session - March 10, 2023 3rd Session - March 21, 2023 4th Session - May 5, 2023 5th Session - Dec. 22, 2023 --- After this session, Pearl suddenly told me my package expired on Dec. 10, 2023 as explained above. ( 5 more sessions left ) Your help would be much appreciated to get a refund for the 5 sessions left. If you need anything else, please let me know. Thank you for your help in advance.
  

  Business response

  09/01/2024

  Hi, we're glad to have you to help us solve this issue. We are very apologize that let Miss *** was upset. Our spa promote the same Massage Package as hers for 15years and never have a client says doesn't know it has an expiry date on it. Please see the attachment "All My Spa packages from 2008-2023" for different years and prices, we showed and explained very clearly to all clients that "Mix and Match Package" has no expiration date and "10 hours Massage Package" has expiration date on it. Clients bought all packages will be extend during the Covid time until we relocated, Massage packages have another 9 months expiration date start again from the 1st time when  they come back to My Spa to continue their package.

  
  Please see the attachment "************* Package" showed she bought a $500 for 10 hours package in 2020 and used the 1st hour on her package. She came back on March 10th, 2023 for her 2nd hours after the Covid and we were relocated, we mentioned that we gave her 9 months more to use on her package, so you could see the expiration date is December 10th, 2023 on the left top area with red pen, which is 9 months from March 10th, 2023. When she came on December 22nd, 2023, it expired. She was our client since 2016, so we offered her still a package price to continue the remaining of her 5 hours massages which is our current 10 hours Massage Package price $68 per hour, she needs to pay the difference of $500 and $680 Massage Package price which is $18 plus taxes on each hour instead of all money credit will be use it all on Regular price spa services but she said she's not satisfied and didn't want to pay tips for the massage therapist. 

  
  Please see the attachment "Conversation with ***" that she provided, we also use blue highlighted colour to showed we were talking about no expiry date on "Mix and Match" package but didn't say about no expiry date on 10 hours Massage package. We never have a 10 hours Massage Package without expiry date for this 15 years, so we won't say no expiry date on Massage Package.

  
  My Spa was closed in March 2021 and relocated in October 2021, we gave choice for all clients to refund their package during we closed and we already refunded to some clients but *** chose to continue to book for her massage because we told her that we were moving to a new location when she emailed us on August 19th, 2022.
  In this case, we are willing to refund $123.38 in total for ***. Package will be a discount price if clients prepay in advance. *** didn't want to enjoy the Massage discount package, so all massage hours that she got all will go back to be a Regular price but *** was our client since 2016, so we still give her 15% off  discount on each hour instead of the regular price. Calculation shows as below.

  
  Package she bought : $500 plus taxes = $525.00 with taxes in total
  Regular price : $90 plus taxes is $94.50 , After 15% off is $80.325 with taxes on each hour. 5 hours she got which is $80.325 x 5 = $401.625 with taxes
  Total will be refund : $525.00 - $401.625 = $123.375 with taxes in total.
  Thank you and appreciate so much for your help.

  Customer response

  13/01/2024

  Complaint: ******** 
   
  I am rejecting this response because:  Those prices used in My Spas calculations have nothing to do with the massage package I purchased and thus it should not be used for the refund for this package. The refund amount should be $262.50.  

  The agreement was that 10-hour massage services would be delivered to me using the package with no expiry that I purchased. My Spa did not notify me that the package was going to expire in 9 months and did not provide me with such package information documents as the ones they submitted to BBB.  (More details are given in my response below.) 

  However, My Spa said on Dec. 22, 2023 that they were not delivering the last 5 hours of massage services to me without additional payments, abruptly saying the package had already expired on Dec. 10, 2023 even though they never informed of me before then that it had an expiry date. 
  

  Therefore, I requested a refund for the remaining 5 hours of massage services that My Spa does not deliver to me. The package was $525 for 10 hours so the refund amount should be $262.50 for the 5 hours as mentioned earlier.  

  My Spa mentions in their response that Package will be a discount price if clients prepay in advance. I did prepay in advance, so the discount applies, needless to say. 
  

  I hereby re-request a refund of $262.50. 
  

  (Note: If using the price in My Spas calculations, a refund for the 5 hours of massage services would be $401.625, which is 5 x $80.325.) 
  
  My response to My Spas reply is as below. 
   
  --------------------------------------------------------------------- 
  
  IN RESPONSE TO My Spas REPLY: 
  
  A few things My Spa wrote in their response are against the facts. Here I am going to clarify the facts as below: 
  
  1. When I purchased the 10-hour massage package on March 2, 2020, My Spa ******* explained to me that there was no expiry, and I could use it anytime. I was not notified that the package I purchased was going to expire in 9 months. She told me that this was a package offered for a limited time only and that there was no brochure, document or written information for the package. 
  
  2. None of the Package Information documents they submitted to BBB was provided to me.  (Note: These documents can be created or edited at My Spas end anytime without my presence or knowledge.) 
  
  3. The package I purchased is not listed on the Package Information documents. The packages listed there are all different from mine. Mine was Body Massage 10-hour Package with no expiry, 1st payment before the 1st session, 2nd payment on the 1st session. (Different from Body or Foot Massage Package, 1st payment on the 1st session, 2nd payment on the 4th session or any others listed there.) 
  
  4. On Customer Treatment Record that My Spa has at their end is handwritten so they can add any handwriting anytime. There are newly added handwritten lines in red such as Expires on Dec. 10, 2023 and Remind on Dec. 22, 2023 will start to charge $18+tax on the 6th session. These were added without my presence or knowledge.  
  (Note: There is no mention of the original 9-month expiry on Customer Treatment Record that My Spa now mentioning in their reply, though.) 
  
  5. None of the emails from My Spa ever mentioned anything about expiry, either. Instead, their emails confirmed multiple times that I still have 9 hours of massage and 1 facial session left and I could use it any time. This was when I emailed and made appointments to use my package after 9 months, after one year, and after Dec. 10, 2023.  
  (---> The evidence email attached. - 3 pdf files - "********", "********", "20231218_21") 
  
  6. The first time My Spa ******* mentioned expiry date for my package was on Dec. 22, 2023 after I received the massage service that day. She abruptly said my massage package had already expired on Dec. 10, 2023 and told me that I had to pay extra $18 for each session to use the package or purchase another package with higher price to use the remaining value of my package towards it. I was never notified of this before Dec. 22, 2023. 
  
  (Note: That day, My Spa (*****) said the original expiry was one year, which is contradictory to 9 months, the expiry My Spa is now mentioning in their reply.) 
  
  
  7. My Spa never offered me a refund for my package when they shut down their business after the pandemic. In fact, I emailed them on Aug. 19, 2022 that I needed a refund, but they didnt respond about the refund and only urged me to make an appointment saying they were re-opening soon. 
   (---> The evidence email attached. - 1 pdf file - "20220819") 
  
  8. At the time of purchase, I asked My Spa ******* to give me the package information, card or something written for me to keep for my package, but she only said to me that she was not giving me anything as they do not have or offer any of those and only keep the records at their end. 
  
  
  These are the facts as above.  
  
  Thank you for reading. 

   

  Business response

  25/01/2024

  In this case, we still insist on standing in the position that we are right cuz we explain the rules and conditions of all packages very clearly to every customer in person and all our clients enjoy very well and knowledge with our spa packages during this 15yrs but we don't have any idea how come *** didn't know it, so we won't reply to any her questions cuz it's not make sense for us. We are crazy busy, so we don't have time to devote to this matter.
  
  We know everyone has a hard time during or after the Pandemic. So, we are more than willing to refund the $262.50 within 3 days to the email address that she provided, hopefully it could be helpful for her needs.
  The matter is over and there will be no further response from us.
  Thank you for your help.

  Customer response

  29/01/2024

  
  Better Business Bureau:
  
  The resolution to complaint ID ******** is accepted.

  Your help is much appreciated. Thank you!
  
  

*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. ↩