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Business Profile

Therapeutic Massage

Hand and Stone

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Therapeutic Massage.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/24/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    UPDATE We called, emailed etc WITH ZERO REPLY.The issues are still resolved.The service was GOOD.The check in and check out was so stressful that it truly negated the excellent massage experience Check in - the people up front were more concerned with flirting with one another than being courteous to ************ I was waiting to checkout the girl at the front was checking in others and asking highly personal questions and medical questions in front of me! Wildly inappropriate!We were DRASTICALLY overcharged. The website says 129 then add 40 for 30 more minutes. We had 100 minutes and were charged $280 EACH. The person checking us out was so confused and it took more than 20 minutes to check out, all to be overcharged!!!! I should also mention, there was a cash tip envelope sitting on the counter right in front of us completely unaccounted for, and no one was paying attention to it. Thank goodness, we are good people, and handed it to the lady checking us

  • Initial Complaint

    Date:09/24/2024

    Type:Billing Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I tried emailing this to the corporate email and receive a response telling me to contact my local location to cancel. But this sums up my issue with Hand and Stone over $79. Called my bank and had them block Dear Hand & Stone Corporate, I am writing to formally request the immediate cancellation of my membership at your ***** **** location in ************* *******. This is in reference to the one-hour massage credit transferred to me by a friend, which I redeemed in August. Despite the free service, I was coerced into signing up for a membership by ***** the manager, that I had no intention of maintaining. I found the service to be unsatisfactory and, frankly, felt pressured during the entire process. Since attempting to cancel over the phone, I have faced continuous harassment with daily phone calls from your staff. I was told that my membership could not be canceled until payment was made, despite the fact that I have not used any services beyond the initial credit, nor do I intend to. It is unacceptable that I am being pursued for a service I never used and did not want in the first place. Additionally, my request to cancel has been met with delays and misleading information, such as being placed on a supposed waitlist or being asked to call to "book an appointment" under false pretenses. I expect my membership to be canceled **immediately** and without further charges. I do not owe any payment for services I never used. If this matter is not resolved promptly, I will have no choice but to escalate the situation and seek legal action, including contacting consumer protection agencies and pursuing legal remedies for what I believe is predatory business conduct. Please confirm the cancellation of my membership and ensure that no further charges are attempted on my account. If I do not receive confirmation within the next 5 business days, I will take further action to resolve this matter. I hope we can settle this amicably without the need for further steps.

  • Initial Complaint

    Date:10/03/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hand and Stone has been charging my Discover card monthly for a subscription (I assume) that I did not purchase. I have disputed the charges through Discover and I have contacted Hand and Stone multiple times via their website telling them that I have disputed the charges and to stop charging my card. I have never been a customer, they do not have a contract with ***** ******* and yet they are charging my card monthly which I continue to dispute. I wrote to them again today through their website and told them that since they have failed to respond to my written inquiries and still are charging my card that I will now report to BBB.

Hand and Stone is NOT a BBB Accredited Business.

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