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Business Profile

Therapeutic Massage

Hand and Stone Massage and Facial Spa

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.
  • 1 complaint 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:06/01/2023

    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.
    I had scheduled an appointment for this past memorial day, which was Monday, May 29. My appointment was at 10 AM. Every year my town does a memorial day parade. The streets that I would have to take to go to my massage appointment were blocked off to both foot traffic and car traffic. I called the business at 9:15 because I left early to try to get to the appointment and nobody answered and I left a very detailed message about the situation. I was called back by a very rude and condescending employee and you will be able to hear it on the recorded tape that they have who insisted that I should be able to get there. When I explained *********** were not allowing me to cross. She told me that it didnt matter and I was being charged a no-show fee. She would not listen to me when I tried to explain the direction from which I was coming from and that while other clients may be able to get to their appointment, it was because they were coming from a different direction in town. I was told that a supervisor would be calling me back and nobody did. I finally called again today and spoke to an equally rude employee who implied that I was lying about the situation and about when I called and at the owner would not give me a refund. I once again explained that I couldnt get through and asked if she intended that I run over police officers in order to attend my massage appointment . I requested to speak with the owner and she said that the owner doesnt call people because hes very busy. Again reiterated that I would be filing a complaint with the Better Business Bureau. I was not physically able to get across any of the surrounding streets in my house in order to attend my appointment. Police officers turned me away and I could not physically get there yet I was still charged a no-show fee. I would like to be refunded my face.

    Customer Answer

    Date: 06/25/2023

    Better Business Bureau:

    At this time, I have not been contacted by Hand and Stone Massage and Facial Spa regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:08/17/2022

    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.
    I scheduled and appointment for a facial and a massage with Hand and Stone. I unfortunately tested positive for covid during the time of the appointment. I was responsible and advised the spa about my positive covid test to keep everyone safe. They decided to charge me for both services eventhough I did not have them performed. I asked for courtesy and seeing that every business or place gives courtesy when it comes to covid positive cases. The owner up to this day has not agreed to refund me for my services. Please help me get my gift certificate refund back as I think it's fair when it comes to a situation that was not under my control. Thank you so much for taking the time to read this and I hope you can help me.

Hand and Stone Massage and Facial Spa is NOT a BBB Accredited Business.

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