ComplaintsforHand and Stone Massage and Facial Spa
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
01/09/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Complaint taken over the phone by BBB Staff Purchased one massage a month for $75. I accumulated 6 worth and I scheduled 6 massages between the periods of December 27th and December 31st. They did not honor the schedule and changed it two times in one day. They were unable to provide the original contract when I tried cancelling it. I want my membership cancelled.Initial Complaint
08/31/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
A friend and I visited this spa in December for facials. At that time, I subscribed to the monthly program. I received facials in January, February and March. I started to experience issues with my skin, so I put my subscription on hold April. I resumed the subscription in July. In August, I requested cancellation and was told that a manager would reach put in 24 - 48 hours. I called back the next day after not receiving a call and was told that I would receive a call within 24 hours. I called back again on the fourth day and was told that they did not have a 'manager' and that they regional manager was supposed to follow-up. It has been over a week and I have yet to receive a call. I don't understand why it was so easy to sign up but cancellations are difficult. If have searched the internet for contact information for corporate office and all I find is an address. I would have never signed up had I known that they have unprofessional business practices. I am seeking assistance in cancelling my subscription. I no longer wish to subscribe to this service. I plan to utilize remaining credits and gift certificate.Business response
09/11/2023
I was never made aware of this cancellation, as the assistant manager, as well as the aesthetic manager, have been handling cancellations in the absence of a general manager. I am sorry for the miscommunication, and I will contact the customer as soon as I am able today.Stephanie E****
Regional Manager - Beachwood, Strongsville, Rocky River, and Westlake locations
Hand & Stone Massage and Facial Spas
**********************************
p. 330.734.5566********************
******************************
Initial Complaint
05/09/2022
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
In June I went to a massage and they said I could sign up for the monthly massage but that after three months if I’m not using it, they stop charging you. I didn’t go for more massages and then I got a new card. I didn’t realize they would continue charging for services I wasn’t getting, or that my card would still work. I had gone to Switzerland because my grandmother was dying and passed away in September. They kept charging until November and then didn’t contact me to update my card info until mid February after the time period you’re able to file a complaint with the credit card. I tried to dispute it with them and they said they would stop charging me (they didn’t have a card to charge) but kept all the money they had already charged.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.