9OYS Consumer Watch
Spa One customers concerned about sudden 'temporary' closure
Many wonder what will happen with their membership credits, gift cards
Reporter: Claire Doan
Spa One, a well-known Tucson Spa Chain, has suddenly closed down without giving customers a heads-up; and many are scrambling to stop their monthly membership fee from being automatically deducted from their bank accounts, as services will not be provided for the month of August.
Signs have been posted at all three Spa One locations in Tucson that read: "Spa One regrets to inform you that due to owner's illness, we will be temporarily closed until Labor Day Weekend." Many customers found this out only after showing up for their scheduled appointments, only to realize the spa was closed.
"My daughter has an appointment on Saturday and they never even called to cancel the appointment," said Susan DeHart, who along with her daughter and mother all have Spa One memberships. "I think it's just really unfortunate they didn't run their business well ehough to at least let us know what was going on."
"'I'm concerned about whether in fact they will open up again," said Rose Vega, who has about $200 worth of credit and a $200 gift card from Spa One. "It is frustrating because it makes me think there is something fishy."
Customers who wanted to stop the company from potentially deducting a monthly membership fee could not reach anyone at Spa One via email or phone. Many also had trouble logging online to make changes to their Spa One accounts.
"When I put in my name and email address, it tells me I'm not recognizable through Spa One," Vega said. "You don't operate a busines that way. That's why you let your managers take over your busines while you are either sick or recovering."
KGUN9 News called the numbers that Spa One had on file with the Arizona Corporation Commission, but nobody answered.
Nick LaFleur, a spokesperson for the Better Business Bureau, said that in the last three years Spa One has had ten complaints to which they did not respond, giving them the lowest BBB rating of "F."
"We haven't been able to get a hold of the business," LaFleur said. "We're not sure it's going to be a month. You can take them at their word, but they're not being responsive."
LaFleur advised that before entering in any contract with a business, customers should do their research and make sure it the company is legitimate, especially if the contract will require an automatic weekly or monthly fee deducted from a bank account or credit card.
Even if Spa One shuts down, people are still legally entitled to the services in the amount that has been deducted from their bank account or on their gift cards, LaFleur said. However, practically speaking, it would be difficult to get that value back from the company, especially if it files for bankruptcy.