ComplaintsforHand and Stone Massage and Facial Spa
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Complaint Details
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Initial Complaint
06/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
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 response
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
08/17/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
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.
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.