ComplaintsforHand and Stone Massage and Facial Spa
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Complaint Details
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Initial Complaint
08/16/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I cancelled my membership in May of 2019 . The company continued to run my card with out me knowing . I made an appointment in the spring of 2020 and when I went to pay they told me i had 24 paid for appointments that rolled over. I decided i needed to use them up so i could cancel my my membership again . I asked how many i had left because i knew i was getting close and they told me 14 . When I asked why they started ring my card again they said I had to have a card on file to use my appointments . I explained i wanted to cancel and they said i use what i payed for within 90 days . I explained that i would not be able to use a year and 2 appointments in 90 days and they said i would loose them . I don't understand why they ran my card during early covid when they were not open . i should have taken action the first time but I m a non confrontational. massages are 79.95 so i payed 1,119.3 in massages i cant use because i wont give them a card to put on file .Initial Complaint
08/05/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I repeatedly attempted to pause my account with Hand and Stone in June due to the fact that it is so hard to currently find an appointment. I was finally told they no longer pause accounts unless it is a medical issue, which is not what it states on the companies website. Due to this, I reached out on 8/4/22 and stated I would like to just cancel my account instead. I was told that I would have to pay for another month in order to finally cancel. This is predatory behavior and forces customers to keep getting charged as the steps you have to take to cancel are so difficult. I also could not find this fee anywhere on the companies website, which is quite deceiving.
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Customer Complaints Summary
3 total complaints in the last 3 years.
0 complaints closed in the last 12 months.