ComplaintsforSauna Hut, Inc.

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There is constant complaints by staff over small things that can be rectified without them involving me, a paying customer. Apparently there was noise complaint and now there is a complaint that the sauna was off because I missed appointment, all you have to do is turn the sauna on and there should never be complaints about noise in a business thats located in a big city, especially when their business is right across a fire station like the complaint about this location. Some of their clients and older and more established and should not be imposing their dissatisfaction on another paying customer who does not have a regular schedule and should be understood to miss appointments according to their schedule as their membership is not cheap and ppl have to work. They have texted me numerous times about missing appointments that were booked in the same day so I could be sure not to take appointments from ppl who need it. They are imposing on my valuable time that I need to work and if they continue to do so then they should refund what Ive paid.

  Business response

  07/02/2023

  Yes, unfortunately there were multiple complaints of this particular client being disruptive to other clients. Above images show both documents agreed-upon by the client prior to beginning their membership. We rarely charged for the violation, but had multiple text conversations about it, which seemed to further upset the client who was in violation of our contract with them. We then were forced to let the client now we would be canceling their membership for failure to meet agreed-upon criteria. We refunded for the rest of the month that was not utilized, but did not, and will not refund for the part of the month that had already been used.

  Customer response

  07/02/2023

   
  Complaint: 20218824
  
  I am rejecting this response because: Now that I have posted reviews and will further post more proof of their unprofessional conduct and failure to address concerns such as people intruding while I was scheduled to use a sauna that they were occupying, they are claiming that I was the subject of multiple complaints which in untrue and that they cannot show proof of because it is untrue. Their facilities are poorly-maintained for what they charge and, frequently, cups and other used, soiled items have been left by other guests, which I was forced to remove. More proof will be posted to show what they are doing and that they are telling a false narrative to avoid addressing their unprofessional behavior and unsanitary, unsafe facilities. 

  
  Sincerely,
  
  *******************

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Im reserved 7pm tonight and their door is locked no one has answered my calls texts or emails To let me in

  Business response

  08/16/2022

   

  The client texted us only right when their appointment time was supposed to start. I was detained for a few minutes before I could respond to the message. I texted back asking for their name and location. We have three locations and require the person to confirm their information for safety reasons and to make sure that we are able to take payment prior to us giving them information to get in. When there was no response I went into the locations and searched for the phone number. I was able to find the name which corresponded to the phone number and sent them back information to get in. This was done within 10 minutes of their text message and they never responded. Either they never noticed the text message response from us or they immediately launched a complaint with BBB instead of checking their messages. Typically this does not happen but if it does happen and the client responds back we are able to extend the amount of time they are allowed to stay or give them a credit for a follow up time. We were not given the choice of either option to try to make amends.

  Customer response

  08/16/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Czari *****

*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. ↩