Urban Float - University Place — Local services in University Place

This business is only out to get your money! I signed up for the wellness club subscription for 3 months (which is the required minimum) on September 30th. I attempted to end the membership on several occasions, but was told I was unable to officially terminate the membership until after 11/30. The soonest I could cancel was in December and I was so busy with Christmas I almost forgot to cancel the membership. However, days before my deadline 12/29, I called to request my cancellation. The employee explained their cancelation policy, YOU HAVE TO BE IN PERSON TO CANCEL YOUR MEMBERSHIP. They would not cancel my membership over the phone, even when I explained my residence was 45 minutes away and I am a single mom. My kids could not tolerate a 90 minute car ride strapped in car seats just to stop for a 10 minute break in the middle. Especially since I have to deal with Puyallup traffic in the evenings where the trip is likelier 2 hours. I explained I worked long shifts that began before and after their business hours. I also relayed when my children were sent to their dad's for his custody schedule, I would be unable to arrive before the business closed because of traffic. I was living on a prayer I would somehow make it but unfortunately I was scheduled to work. I walked into the business 1 day late, the 30th (the same day of the month I initiated membership), to sign a waiver. You can sign up for your wellness membership over the phone or on the their website easily, but you have to WALK IN PERSON, to CANCEL your membership. What does that say about their business? They supposedly support self care and wellness, but are quick to charge you a boatload of money for their financial gain. They couldn't email me the waiver?! Urban float automatically charged my credit card for the fourth month $199 on the same day I walked in to cancel my membership. They refused to refund my money citing their strict policy about in person cancellations and clearly stated, "No exceptions." Their policy is to give you 3 months to use up your floats from your cancellation date. I've been trying to use my floats, but I feel icky going to this business because of their financial exploitation against me. I was unable to relax and enjoy the 1 float I booked since cancellation so I gave up trying to use my credits. I had the mental energy to call the business today (3/26) to verify I have 8 floats to use up in four days. And that's after my friend paid Urban Float $50 to use 2 of my floats- and of course this transaction was done easily over the phone. No need to walk in when Urban Float is making more money off of me. It just so happens the manager, Dee, took over my phone call when a new employee gave me misinformation. I explained my frustration about their cancellation policy and requested a refund for my fourth month. I could really use $199 in my pocket right now. Dee rudely refused citing it's been 3 months and I took way too long to ask for my refund. I explained it's been an overwhelming three months- including moving twice to keep my kids and me safe, an oral surgery, and several personal matters I don't wish to share here. I also told her I called twice to request cancellation over the phone. Dee snottily told me, "There's nothing in the notes about you requesting to cancel or about you not being able to come in before the deadline." I barely got this out, "Well that's not my fault your employees didn't write any notes on my account," before she snapped, "Well, it kind of is your fault. It's been 3 months! Why didn't you ask to speak with a manager before!?" I informed her when I asked, I was told the manager wasn't working. I pointed out one of the float pods is broken and doesn't close all the way. She hung up the phone while I was in the middle of talking. I felt rushed for all of my floats. I peeked at the time intermittently during several floats to conclude the float does not last 60 minutes. I have a sneaking suspicion they expect you to shower before and after AND do your float within...

This is an updated review. I am writing this in response to the owner who has now not only shared my private information on a public page but also accused me of discrimination by describing the physical appearance of the male staff member who was rude to me. I unfortunately did not catch his name or I would have used that instead, yet in a way that seems worse since this is the internet and it is forever.

I will still start off with the positives, the female staffer was very nice and accommodating, and the floating itself was relaxing.

Beautiful colored hair BEWARE! I have purple hair ( a common sight in Tacoma) and because I did not want my hair color to bleed out or get wet I called ahead to let them know and ask if that was ok. The lady who answered asked how long ago it had been dyed and I let her know about 2 weeks. She said that would be fine, that they have swim caps that should keep my hair mostly dry but not completely. They also offered to watch some luggage for me as I had a flight later and I was really impressed. Upon arrival I found out that the swim caps cost $7 and are not included like it sounded on the phone or demonstrated in their pre-float video. It wasn't a deal breaker, I know the cost of having colored hair. At the end of my float I got dressed but once I removed my cap I found my hair to be soaked, I might have put it on wrong. Either way I let the female staffer know and she was so kind to let me back into my float room to wash it again. When I went to pay I was speaking to her only her to let her know that the towel I used when drying my hair did get purple on it but it can be easily bleached out. I know this from not only doing it at home but also from years in the hospitality industy. (we never charged our guests for this anyways, cost of doing business and overall courtesy) I was telling her that although my hair was not protected the cap did it's job and no dye got in the pool...when I was Rudely interupted by the male staffer. I didn't catch his name but if I had to describe him he was white and had a bit of a gut. I would advise any ladies to steer clear of him if you recognize him. He interjected threateningly into the conversation that they require anyone with dyed hair to buy a cap and it is either $7 or 2,000 if they have to change the water and how a girl with green hair messed up another location and how horrible it was for them to clean. I let him know it was rude to not only interrupt me but to even mention this to me since the only reason I was talking about this is because I cared enough not only about my hair but THEIR facility to call ahead and do what I could to be responsible and courteous. It was completely unnecessary and made me feel really uncomfortable and guilty for something I had not even done. Completely ruined my relaxed vibe.

If anything he should have been thankful I cared enough to be proactive instead of saying what he did. How many people calI ahead like that now-adays? I think that was what bothered me the most about it. Maybe he just doesn't like anyone who stands out a bit or goes against the norm.

SO LONG STORY SHORT: if you have beautiful colored hair, be it purple blue or even just hiding those grays with regular brown hair dye- BEWARE!!!!

I'd also like to add that since my session I have been bombared with emails for memberships for this business. I wish I had never given them any info. I get that a small business has to hustle but it really is annoying. I am also suprised that my original review accused me of discrimination for the way I described an employee. It seems like a clap back when they didn't like my review, despite asking for reviews on the sign in the after float room.

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I have floated once before and had nothing but a wonderful experience. I have chronic pain from old dance injuries and spinal fusions. Floating is something I found that can be extremely helpful and a wonderful way to manage my pain from alternative approaches.

I would like to specifically thank Lisa at this location. I scheduled a time to come in for a float (first time at this location). Unfortunately I had to reschedule. She was super flexible and I was able to book it for the following week. However, I completely spaced out and was going to miss my already re-booked appointment.

Lisa reached out to see if I was still free to come in or if I wanted to just re-schedule. I felt terrible for the last minute change in plans and explained that I definitely wanted to reschedule but also couldn't pick a date just yet since I am due for a surgery in a few days.

She was so kind and compassionate. She reassured me that it was totally fine, I could reach out when I was all healed up and enjoy the services then.

This may be something very simple and straight forward but the way that she interacted with me was more than just basic customer service.

She was empathetic and and genuine. I have my share of medical things going on and it can be easy to get caught up in the stress of it all. Lisa reminded me that there are compassionate people around me and it is important to take a minute to look for them.

When you find a person like her, sit back and appreciate their heart. She really went above and beyond what is expected of her and just because of her, I will definitely only ever go to this location. I can't wait to get in there after I heal up so I can share with my friends to go check it out too. Thank you Lisa, you are...