GOODYEAR, Ariz. — A West Valley doctor is leading an effort to help customers who say they were still being billed by a Valley massage spa months after it shut down.
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Stephanie Wade, an anesthesiologist who lives in Litchfield Park, said she discovered earlier this year that she was still being charged nearly $90 a month for a membership at Hawaiian Experience Spa, despite the business closing around January.
“Always loved it, and then I realized there was a problem around March,” Wade said.
Wade said she had been a customer at the spa for seven years. The business operated locations in Goodyear and Scottsdale before shutting down.
Now, she has created a Facebook group for former customers seeking answers and possible refunds. The group has nearly 100 members.
“I’ve kind of taken the lead,” Wade said. “Everyone is really frustrated. Nobody really knows what to do.”
Wade said some customers also prepaid for spa credits they planned to use later.
“I would say anywhere from $200 all the way to $5,000,” Wade said when asked how much money some customers may have lost.
She has also contacted the Arizona Attorney General’s Office, asking it to investigate the company’s billing practices.
The Attorney General’s Office confirmed to 12News Investigates that it received the complaint but declined further comment.
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12News Investigates also attempted to contact the spa’s owner but did not receive a response.
On its website, Hawaiian Experience Spa announced it was permanently closing after 19 years in business.
The company on its website blamed many of the problems on Mindbody, a California-based software company that provides billing and other business services for spas and fitness companies.
“After almost 19 years, Hawaiian Experience Spa is no more,” the website states.
12News Investigates also reached out to Mindbody, but did not receive a response.
Wade said she hopes customers can recover at least some of the money they say they lost.
“Someone might not think it’s a big deal, but collectively, where’s that money?” Wade said.
She said she also hopes the growing customer effort leads to accountability.
“I’m hoping that we can make inroads in restitution for customers,” Wade said. “It’s kind of rewarding to help lead an effort to get justice for people.”
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