ComplaintsforHand & Stone Massage and Facial Spa
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Complaint Details
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Initial Complaint
04/22/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
On 4/20/2023 at 11:25am I called into Hand and stone Pleasant Grove UT to freeze my account and was told on the phone by the front desk worker that mine and my friends accounts were frozen immediately and that we would not be charged for the membership or service we had to cancel for 4/22/2023. I have records of my call and texts to my friend giving that information that I was told. The worker guaranteed and promised we would not be charged and that she would unfreeze our accounts in 30 days, when we came in for our re booked massages. I reached out to the manager on duty on 4/22/2023 on two separated times and was refused the opportunity to speak with her directly, and only received an email back saying she HAD to charge us so then freeze our accounts. I had requested she call me back, which she did not. I did not authorize this charge and they are refusing to refund the $69.99 I was charged. This charge also put my bank accounts into the negatives and I accumulated an additional $25 overdraft fee charge for this. I am demanding they remove and reverse this charge immediately as it was fraudulent and unauthorized. Via my attorneys advice I have started a complaint with the BBB in hopes to resolve this matter without involving legal counsel.
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.