ComplaintsforHand & Stone Massage & Facial Spa

• Initial Complaint

  10/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Attempted to cancel membership March 2023 in person. They convinced me to freeze my account for 3 months. I singed a document in March 2023 to confirm freeze. Went back in June 2023 in person to follow through with the cancellation. No written notice was provided to confirm cancellation. In September. I noticed they continued to charge my cards on file even though i visited to location in June and cancelled my membership. They charged me 3 times on my card. I blocked the merchant from charging my cc. Then i noticed they charged my for October 2023 membership on my secondary card. I called 10/3 to have them remove both cards, refund my expenses as well as cancel my already cancelled membership AGAIN. I have not received a call back nor a written confirmation that my membership has been cancelled. Their documentation process for cancelling memberships is concerning as they keep your credit card information on file. This is very troubling as they made fraudulent charges on TWO of my personal cards. This is unacceptable. My main reason for cancelling was due to them constantly changing my scheduled therapist to a mediocre esthetician. Each time I was scheduled with her, my acne would be worse than when I arrived. I told them to make a note on my profile to not schedule me with her and when I would arrive to those appts they would tell me she was the only one there. Poor management of their scheduling system as well as poor record keeping.

• Initial Complaint

  05/04/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I have been a member of Hand and Stone - this location for over 10 years. I recently relocated to ***** and had to move my account. To do this I had to close my account and reopen it. I was told that I would lose my packages if I didnt use them within 90-days. Because I had so many, I used them for my Bridal Party which worked out GREAT! What the manager didnt tell me was the packages that I gave to friends/family would expire as well. I have 3 packages that expired. They total over $210. The manager said that she was the highest and I could not speak to anyone else. I have been a loyal customer to this location and very disappointed that they would do this. They said it was a corporate policy, but I cannot talk to anyone in corporate. I was not provided with the full details. I do not work there and therefore had no idea that my friends would lose their transferred packages that were given as gifts. This is terrible.

  Customer response

  08/14/2023

   
  Complaint: 20021134
  
  I am rejecting this response because: 

  I do not accept the response.  The form that I signed stated that I would lose my packages that were not used within 90-days.  It didnt say anything about the packages that I gifted to others.  I should not have lost those.  If that was the case, I would have informed them to utilize them before the deadline.  

  
  

  That is not right, nor is it fair.  I am very disappointed with this company.  And yes I was upset - you would be too if a company stole money from you.

  
  

  Thanks.

  
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  ***************************** Massage and Facial Spa in ****************** ** on ********** makes it difficult to cancel their subscription membership. I called and spoke with the Assistant Manager requesting a cancellation. She advised that I need to complete a form to cancel. I requested a copy of the form to be sent to my exact email address that they have on file and send correspondence to and she refused to do so despite me advising her that I am sick at this current time. Their website has me a personal login but does not give me any option to cancel. Although why I am opting to cancel is irrelevant, I will voluntarily share that at the conclusion of my previous appointment I made an in person appointment for Saturday, December 31 with *****. I have never had service with ***** before as I typically deal with ******** for my postoperative appointments. I was advised in person that ******** was off that particular day and ***** was the only other person available to conduct a lymphatic drainage massage. I scheduled the appointment with ***** for this reason as I was told that ******** was off of work that day. I would have had no other way of knowing that ******** was off work had it not been for me attempting to schedule an appointment with her. On the day of my schedule appointment I was informed that I didnt have an appointment and ***** had someone else in the 2 PM slot. The representative I spoke to offered no recourse for my appointment either not being booked or me being bumped for another customer. I was left no other choice but to schedule another appointment three days after my anticipated appointment. Outside of my control I became ill and in the consideration of others I called to cancel the appointment to avoid not only getting ******** sick but potentially other staff members and customers. I was informed that I was going to be charged for half of the visit despite the fact that I was bumped from my previous appointment and that it was in regard for myself and others due to me being unwell. I have no interest in continuing to pay a company close to $100 every 2 to 3 days that feels its OK to bump my appointment but penalize me for being ill if I need to do the same. This is formal notice that my membership needs to be cancelled effective January 3, 2022.

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