ComplaintsforHand and Stone Massage and Facial Spa

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After calling to cancel and being told it must be in writing I sent an email in September saying effective immediately I want my membership canceled. Written in plain English. Instead of following my request you have continued to bill this me. Its ridiculous you cannot follow a simple request to cancel a membership I should not have to call to explain my self or answer questions following this request. I said I wanted to cancel why would you ask if I wanted to freeze my account and then not do anything is incompetent.

  Business response

  05/07/2024

  Each Hand & Stone is individually owned and operated. This person is not a member at my Hand & Stone which is located in ************. Therefore, I cannot help her. She needs to deal directly with the Hand & Stone location where she is a member. 
  

  please remove this from my BBB listed as I had nothing to do with this. 

• Initial Complaint

  10/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was a member here for quite a while and billed monthly for my membership. I wasn't able to use all of my accumulated credits before covid hit. With Covid finally under control this year, and given my fully vaxxed status, I attempted to schedule myself for services via the app. The app was not allowing me to log in, and I would continue trying over a period of time before finally giving up, thinking the app was being glitchy. I called for an appointment only to find out that all of my prepaid credits had been wiped out. The person told me I should have been notified in advance. I was not I went back thru email history to see if I had missed it, nothing there. I asked to speak to the owner since I had prepaid in good faith. I was told Jeff was out of town and could not be reached. I asked If there was an accounting dept I could speak with - no, apparently only the owner could assist. I went ahead and scheduled a facial, and paid for it. Following that, I had expected to hear from the owner. It's been some time since then, no contact. I would simply like my credits to be reinstated as I enjoyed this facility and had good service there until this happened. I would like to hope the owner would want to keep me as a customer vs losing my business altogether. Thanks.

  Business response

  02/06/2023

  Business Response /* (1000, 7, 2022/11/11) */ Monthly payments were missed starting in December of 2019 (pre-Covid). We called (as we do all clients) about the missing payment on 12/8, 1/8, and 2/8 and she never updated her card. Her membership was cancelled on 3/8 and 2 remaining services expired per the membership contract which states all remaining packages are expired after 90 days. She was sent an emailed at that time (3/8) alerting her. This was way too long ago to have any records of any of this but this is our process. And all of this happened before Covid became a major issue in the US and businesses were shut down. You can't come back over two years later and expect your packages to still be available. All in the contract. Consumer Response /* (3000, 9, 2022/11/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The owner states I was contacted, I was not. I did not update my credit card on file because u had already accumulated a large number of prepaid but unused services, there was no need to reach up any more. This is particularly true if the business does not value your contributions to their business week enough to preserve the dollar amounts that were prepaid. I am teaching out now only because I only recently learned that the business had consumed the money I paid in good faith with no intention of a allowing me the opportunity to collect my services. I am very sure that if these emails had been sent to me both the owner and I would still have them. I preserve all of my business transactions and correspondence, and the have of a business such as this should also. It sounds like they were unable to find it because it was never sent. If it was, then I expect the have to locate and share with me. I am not asking for anything for free, only for the money I paid to be available to me for use as intended. Thanks! Business Response /* (4000, 11, 2022/11/15) */ I do not have any record of communication because I do not keep things around for years. Perhaps there was no communication. I stated our process and what we follow when monthly payments stop. It is in my best interest to reach out in those cases so I can state with confidence that we did reach out to you about the missing payments. Regardless of whether or not any communication occurred, as stated earlier, the membership contract clearly states that all packages expire 90 days after terminating membership. Membership was deemed "terminated" when no payment was received for 3 months in a row.

*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. ↩