ComplaintsforNANI MASSAGE AND SPA
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Complaint Details
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Initial Complaint
01/04/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Due to sick kids we weren't able to go to **** for a previously scheduled massage appointment. I canceled the appointment same day, but was not notified that there would be a $110 charge assessed. When I called back the following day to inquire about the fee, I was told to email ******************** and that they'd be able to reverse the charge - ok, no big deal. I emailed that domain, and was then told that due to the same-day cancellation, Nani was unwilling to reverse the fee. So I'm out $190 (inclusive of the purchased Groupon) for absolutely no services rendered. While I understand variable scheduling, I do not understand the unwillingness to compromise with a totally new customer. I believe Nani should improve their overall customer experience, as well as ensure that communication is tight between the front desk and back office. I shouldn't have gotten a runaround and made to feel that the fee would be reduced. I also sent a diplomatic reply to Nani's email, and was met with silence. Don't expect to scale much further than where you are without improving this experience - I hope the $110 was worth the negative word of mouth. I would recommend you consider a deposit instead of an arbitrary cancellation fee if this is a critical source of revenue for your business.Initial Complaint
12/20/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
This place I made an appt for and they charges me $55 for missing the appt I thought was at 10 am but never received an email or notification in email of my appt. I assumed I was going to have to do paper work and they sent none. I am furious and was given no text or email to find what time it was. I called at 9:45 and they told me I had missed my appointment and was being charged a $55 missed fee. I am very upset S no communication happened and I lost out on money and time. They rip off. They shouldn’t have charged me without a paper trail to tel me my appointment time, she was rude on the phone and said bc I scheduled the day before I don’t get an email and this is a bad policy. Don’t go here. I have been before and this is my second bad experience. The first one I was just hurt by the massage therapist bc too hard.Initial Complaint
10/18/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
On October 18, 2023, I visited Nani Massage for my monthly appointment. After my service, I inquired at the front desk about my charges made to my account. The front desk associate was extremely rude and impatient as if I was bothering her with my questions. My account was charged on September 27th, which she claimed was a backup card and charged again on October 10th. I wanted to make sure that I wouldn't be charged again at the end of the month and wondered why the payment for October came out so early. She become highly annoyed when attempting (but not very well) to explain the charges. Her explanation did not make sense. She insisted it was a suspension charge and that I need to tell them when I want them to charge my card. The entire payment system is horrendous and so was her attitude. Obviously, she did not care about customer retention. I was so disgusted by her behavior that I canceled my membership immediately. It's unfortunate because the masseuse Sharon has always been pleasant.Initial Complaint
04/19/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I called to cancel my membership and was told by the receptionist that I would receive a email to fill out and I never got it then I was charged 128.08 for services I did not use because I was not provided the proper paperwork to cancel my membership and they refuse to refund money for services not used because their employee did not send me paperwork to fill out and return
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Customer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.