ComplaintsforHand & Stone Massage and Facial Spa

• Initial Complaint

  01/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have made multiple requests to the *************** store to cancel my membership since October 2023 and the manager failed to call me back or take action on my cancellation request. I left messages on voicemail at the main phone number on 10/6/23 at 12:55pm, 10/8/23 at 1:01pm, and 10/29/23 at 9:37am and no one called me back. I called again and finally spoke to a live person on 12/4/23 at 3:39pm where I was informed I would need to speak with a manager (******) and that it would take **** days for the manager to call me back. I didn't receive a call within that timeframeso I went on their website to the email feature and sent in a message with details of this poor service experience and request for cancellation only to have someone fromthe front desk call me on 12/26/23 at 4:30pm to apologize for the manager not having called me yet and to tell me that my cancellation request would be processed before the end of the month. When I saw that my credit card had been charged again for service in January ****, I called the Castle Rock location on 1/22/24 asking for a corporate phone number to file a complaint. Their owner quickly got on the phone with me and contacted the Regional Manager on my behalf. It was only after the Regional Manager contacted the *************** store that the store manager (******) had the courtesy to call me. She is now requesting that I sign a document agreeing to a 30-day cancellation notice that forces me to accept being charged again for membership dues in the month of February. This document should have been provided to me in October 2023 and allowing for the 30-day notice, I should not have been charged for December or January. I want those months of membership fees ($79.95/month) refunded and I do not want to be charged for February. I have attached the call history from my phone to their main phone number as proof of my contacts regarding cancellation of my membership.

  Customer response

  01/26/2024

  The manager from the *************** location called me yesterday and cancelled my membership while we were on the phone. She has agreed to refund my membership charges for December and January. She provided receipts for those refunds and I am watching for those to be credited back to my credit card. This will resolve my complaint.

  Business response

  01/26/2024

  We apologize for the difficult that ***** experienced in this case. It is not the way that we would like to conduct business and unfortunately this case was handled poorly on our part.

  We have reached out to *****, refunded her December and January payments as well as canceled her membership effective immediately. Additionally we have extended the time she has to utilize any remaining credits in our system. 

  We hope that this adequately rectifies this situation.

   

  Customer response

  01/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/12/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I want to start out by saying that the receptionists and massage therapists are wonderful. This is absolutely no reflection on them. I recently was laid off from my job. I asked to cancel my membership back in March. The employee advised me that I should put it on a freeze instead as to avoid any registration fees if I find a job. Advised that I wouldn't be charged anything and could cancel when they call me in May. I did that and asked that I be contacted when I was about to be charged again in May. The manager said that would be no problem. Well I now have 2 months of charges on my account. I called in and the receptionist advised me that she would look into getting those payments refunded and getting my account cancelled. I was followed up with manager **** advising that he would refund May (which didn't happen) and I would need to sign the cancellation form to make sure I don't continue being charged. So I walked into the store and manager **** doesn't even bother speaking to me. He has his receptionist pass messages back and forth. Finally he does come out and states that I cannot expect them to call every customer who is coming off a freeze. Which I agree with but you shouldn't be offering if it's something you don't intend on doing. He advised that in my terms of contract that you pay for the last month which is what I was trying to do in March when I had income coming in but was assured that I wouldn't be charged. Ultimately I was promised no charges for cancelling and am told that I have $69.95 that I am responsible for paying even though I was told otherwise back in March.

  Business response

  07/13/2022

  Hi *****,

  I'm sorry that you are having difficulty with your membership. Unfortunately each of our locations are independently owned and operated. This listing is for the ***************, ** location. It looks like you need to submit this complaint against the **************** location.

  Customer response

  07/13/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

*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. ↩