ComplaintsforHand & Stone Massage and Facial Spa

• Initial Complaint

  16/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I booked a massage therapy appointment for Nov 12 @ 12 pm with hand and stone. Hand and Stone say I booked the appointment on Nov 11 @ 12 and did not show up. They did not call me or text me to confirm the appointment. They charged my credit card for the missed appointment. I called them to try and resolve the misunderstanding. They refused to do anything and still charged me. In addition, on the phone they said the change would be $45 and then they charged me $65. It is not right that they booked the appointment incorrectly and still charged me. I do not have any supporting documents as the appointment was booked over the phone. They said they sent email messages to confirm. These messages must have gone to my spam mailbox as I did not receive them in my inbox.

  Business response

  16/11/2022

  Client that filed complaint was scheduled Nov 11th for a massage and did not show up. It is my understanding that in communication with our Spa Associate Ana, she told her her that her child was sick which is what she stated in her email to Stephanie and myself and she did not receive a confirmation call at which time Ana informed of our policy and she said she wanted to contact the owners because she was planning on becoming a member and that we would lose a potential member if we charge her. She also stated she had a $5.00 off a service or product coupon she wanted applied to the No Show fee. We received an email from the client with the same message and no mention that it was a booking error as she now claims. Stephanie S.; co-owner emailed the client and informed her we would not be refunding and we would try to apply the coupon, which we did but the system would don't allow it to be redeemed on a No Show. The client was not happy with this and stated "there is nothing in the fine print that it can't be used for a no show" which is true but it is clearly stated that it is for $5.00 off a service or product and a no show is neither. Stephanie let the client know that she received an email when her appointment was rescheduled to Nov 11 with the date and time of her appointment, she then received 2 more reminder emails both clearly stating the date and time of the appointment along with our cancellation policy and informed her that confirmation calls are a courtesy. There was a note on the client's appointment that she was called and a VM was left but she claims she did not receive it. Personally we feel that this client at this point is ********* *** inundating us with emails and calls and we will be filing a report if it continues. We charge the fee in order to pay our service provider, there is no profit on the no show for the business. additionally we communicate our policy when the client books their initial appointment and explain this is why the client is required to provide their credit card in order to secure the appointment for our cancellation policy, if there is a no show or last minute cancellation we will charge 50% of the service to credit card on file.

  Email sent confirming appointment booking on Nov 11 ***** **** ****** ****** ** *** * *******

  
  Dear *****,
  We look forward to seeing you on Nov 11, 2022 at 12:00 PM
  for the following spa services: Massage 50 Min
  Take a moment to review your appointment details. Call us at ###-###-#### if you have any questions or to make any changes to your appointment.
  Hand and Stone Canada
  511 Maple Grove Dr., Unit 21
  Oakville, Ontario
  L6J 6X8 
  We require advance notice if you need to cancel or reschedule this appointment.
  If you cancel your appointment less than 24 hours prior to your reservation, we reserve the right to charge a cancellation fee to your credit card on file.
  
  If you wish to contact us, please do not reply to this message but instead call us at ###-###-####.
  Replies to this message will not be read or responded to.
  Independently Owned & Operated. ©2021 H&S Massage Spa Canada Corporation. Franchises Available.
  2648973 Ontario Inc. o/a Hand and Stone Canada, ###-###-####,
  511 Maple Grove Dr., Unit 21, Oakville, Ontario, L6J 6X8 

  Thank you,
  
  Elaine M.

  [email protected]

  ###-###-####

  Customer response

  17/11/2022

  
  Complaint: ********
  
  I am rejecting this response because: I spoke with both Anna and the owner Stefanie on the phone and informed them that there was a misunderstanding, and I thought the appointment was booked for Nov.12. I also sent this in an email on Nov. 14th. *** ********* I was at a ******* *********** *** ** *** on Nov 11 so why would I book a massage during this time? Yes, I did want the spa to at least credit me the $5 as then I would pay the $40 ($45 is the original amount they told me). I would have accepted their mistake and paid the $40 and let it go. Then they charged me $65 which is not what they originally communicated. The spa booked my appointment wrong, did not call to confirm the appointment, and then miscommunicated the final charge. This is not fair clients have to continuously pay for the spa's mistakes. 
  
  Sincerely,
  
  ***** ******

  Business response

  17/11/2022

  Rejection not accepted. Client received 3 emails. When booked we mention that you will receive booking confirmation email and reminders. Also the email you sent to us did not not mention a booking error, that was mentioned after you were told the no show fee would not be refunded. 

  Customer response

  18/11/2022

  
  Complaint: ********
  
  I am rejecting this response because: over the phone, during my initial contact with Anna, prior to the email, I told the her about the booking error. 
  
  Sincerely,
  
  ***** ******

  Business response

  22/11/2022

  As previously stated prior to your claim of a booking error you received 3 emails all with the date and time of the appointment. We will not engage any further regarding this matter. When appointments are booked the Spa Associate repeat the booking information and inform client that they will receive booking confirmation and reminder emails. The detail including date and time of booking were included in the 3 emails and the client did not show u so we enforced we charged as per our cancellation policy. 

  Customer response

  22/11/2022

  
  Complaint: ********
  
  I am rejecting this response because: the appointment was booked for the incorrect date and on phone call was received to confirm the appointment. 
  
  Sincerely,
  
  ***** ******

  Business response

  23/11/2022

  We are done discussing this! Conversation over! 

  Customer response

  28/11/2022

  
  Complaint: ********
  
  I am rejecting this response because: it is not a solution. The company continues to be difficult to deal with. Can you please advise what the next steps are? 
  
  Sincerely,
  
  ***** ******

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