Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Spa

Hand and Stone - Gilbert, AZ

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Spa.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:03/24/2023

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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.
    In January and February 2023 I've had several issues trying to use my credits on my account. 1) I scheduled a 90 min. Massage which was scheduled in error and I was never contacted, when I went in it was only a 60 min. 2) on another occasion after this a Massage was canceled last minute. 3) again today 2/18/23 I received a call canceling one of two appointments for the day. When this happened 2 was ago I asked front desk to have management call me. I never received a call back from management. it's been a few weeks since I requested a call for resolution. Since this company seems to have issues with keeping appointments I want a full refund of all credits on file and my membership canceled.

    Business Response

    Date: 04/13/2023

    To whom it may concern:

    This is *********************** the owner of the Hand and Stone Massage and Facial Spa in Gilbert ******* responding to complaint ******** - I have tried calling client ********************************* twice and have left messages but he is not calling us back to discuss his complaint.  In the meantime I have terminated his membership.  I would like to discuss with him his complaint as this is the first I'm hearing about it.  I have gone through two managers in the last 6 months and unfortunately was not made aware of his complaint and/or concerns.

    I can be reached directly at ************ or ************.

    Thanks,

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

    Customer Answer

    Date: 04/17/2023


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

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

     

Hand and Stone - Gilbert, AZ is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited 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, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

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 charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.