Complaints

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.

• Initial Complaint

  Date:07/01/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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 have been a contracted customer of hand and ********************** for several years. The contract allows them to **** by my credit card for a monthly membership fee. This arrangement has been working ok, the owner of the Manahawkin location owes a location in Lacey **** as well, and I often alternate going to each business I missed an appointment by oversight on 6/27, and I believed my credit card on file ( in Manahawkin) was charged ***** for a missed appointment. Today I noticed on my bank statement that my checking account was debited ***** which was not the credit card that has always been on file there. When I spoke to the managerErin, at ****** she stated that my debit card was the card I used to make the appointment. I did not use ANY card to make my appointment, as they have a credit card on file. She insisted that I used my debit card to secure that appointment which is a lie.I may have at one time used my debit card to make a purchase there, but I would never leave that card on file anywhere. When I told her I wanted to cancel my membership ( since this all began on the 27th) Ive been given the runaround about filling out the paperwork cancel my membership. She stated once that is done, my card would be removed from their system. I know for a fact, they do not process cancellation memberships quickly, in order to continue billing clients after theyve requested cancellation. Please reach out to them and have my debit card removed from their files immediately. I know they have a credit card on file at their Manahawkin location, which is owned by the same owner. Please reach out to me if more information is needed, thank you.*****************************

  Business Response

  Date: 08/05/2022

  In response to this complaint:  Hand and Stone Massage and Facial Spa uses an encrypted secure system that does not permit transferring of credit/debit cards on file between franchise locations, even as the same owner. A charge card is held to reserve an appointment and can only be done via a client giving us the card information to store in our system. The request to remove the card on file at the location that does not hold the membership, will be granted. To book an appointment at this location a card will be requested to reserve the appointment.

  
  

  Regards,

  *************************

  Customer Answer

  Date: 08/05/2022

  
  Complaint: 17509962
  
  I am rejecting this response because:I want that credit card removed from their business as I have ended my membership, and although I have a few packages to use I will be only going to the Manahawkin location where my credit card is on file . I have requested this several times and I maintain that I never gave them permission to hold that particular credit card on file.  They took it upon t themselves to keep it when I made a purchase there.
  
  
  
  Regards,
  
  *****************************