SWTHZ West Village — Local services in Dallas

AVOID THIS BUSINESS LIKE THE PLAGUE!

Will Steal Your Money When Trying to Cancel!

This is my first negative review, as I usually don’t waste time on complaints, but this situation is an exception.

I’ve been a long-time member of several spa facilities around Dallas, and this has been by far the worst experience.

I was a member at Glow Sauna Studios on Mockingbird for over two years (which is far better, by the way), but here’s what happened:

Unresponsive Customer Service: No one answers the phone. If you need to make changes or speak to someone (which you can’t do through their app within certain timeframes), be prepared to wait. I called 10 times over two days and finally got a response four days later. Completely unacceptable. Cancellation Process: I called in late August to cancel my membership since I was moving. The staff informed me I’d still have to pay for September due to their 30-day cancellation notice policy, even though I’d just started the $129 monthly membership and had already mentioned I’d likely cancel in a month. Annoying, but I agreed. In-Person Cancellation: I completed the cancellation paperwork on their iPad either in late August or early September. It took me about an hour to sort everything out, and they confirmed the cancellation was processed. Charged After Cancellation: Several months later, I reviewed my bank statements and found that not only had they failed to cancel my membership, but they had continued charging me $149 per month for the next three months. Totaling $450 – and they claimed my cancellation “never went through.” No Resolution: I called to resolve the issue, and it took over a week to hear back. I spoke to four different people, each with conflicting information. I was told they had to contact the regional office to get an answer. Fraud Claim Filed: I’ve already filed a fraud claim with my bank, but today I was told they’ll resend the cancellation paperwork and that the charges will stop. After stealing $450 over the last three months, I’m not holding my breath. Bottom Line: AVOID THIS PLACE! They make it nearly impossible to cancel and will charge you for services you’re not using. Save yourself the headache and money – look elsewhere.

Worst customer service I’ve ever...

I’ve been a member for over a year and have done almost 100 sessions at this studio. When I started it was great. I bought an unlimited membership and used it often. The issues started in April when they hit my credit card on file for $309 in addition to my $149 unlimited membership. Again in May they charged me for my $149 unlimited membership and then another $198 on one charge and another $99 on another charge. I noticed all of this in June and brought it to the attention of the studio manager… I looked at my account on their computer and apparently I was being charged for session packs in addition to my unlimited membership. They agreed it was an error. I asked them to refund me and they said they would work with corporate to get that done… Suddenly the extra charges stopped in June and so far in July…. The club manager texted me and said she was gonna call me to discuss but never did. I’ve called and left messages with no returned calls. I’ve texted with no response. To date I have not received a refund.

So, today I cancelled my membership. (It’s a tedious process that involves sending a cancellation request via online form and waiting for confirmation). I’m not sure what’s going on at corporate or with this location but if they have my credit card on file and active I don’t trust this won’t happen again. I am also going to charge back these unauthorized charges with my credit card company.

I do not recommend you give this company authorization to bill you automatically as they are not responsible to do it per the agreement you have with them and when they make a mistake they are not willing to correct it.

EDIT - the owner replied to this review asking to contact me, and has failed to do so. They NEVER contacted me. It’s been two weeks.

They just reply to make the public think they care about their customers. They don’t.

Just want my money back for services not rendered. Shouldn’t be that hard to do. No need for a conversation. I’m quite sure I’m the only member named Chris Picou at the club. Do the...

I signed up several months ago. When I first signed up, I would say things seemed a bit cleaner and well managed. The staff was great and I always saw them cleaning. A month before I stopped going, I mentioned a few things to the staff after seeing hair in the shower and having the sauna I used during that visit not work properly. He had no idea that one of the infrared heaters was not working.

But I still loved the service. However, in July I fell ill and was told my my medical provider to stop using the service for a while. I started communicating with staff mid July requesting that they cancel my service. After a few calls, I finally got a call back from the manager, James. I explained the issue and James indicted that he would send me the link to complete the cancellation form. This happened on July 23rd. I had just been charged on July 21. During the call, James stated although he could not stop that last payment, that my cancellation would be considered a 30 day notice since I asked to cancel before the 21st. He indicated I would not be charged again. It is September 21 and I have not been charged $149 for August and September. This is after calling several times, being informed that there is a new manager but that they had been in contact with James. I have not used the service since early July and don’t even have access to the account. I would like to be reimbursed for both of the last two payments. As I called again today and left a heated message because my patience is not gone. This should not be this hard!!! After I didn’t not receive an email I called and was initially informed my account was not active. I was never able to get contact with James again. And the new manager is yet to return my call. Attached it a text of me even letting James know I had completed the form on the day and at the time he requested. Please cancel my account and reimburse me for...