Business ProfileforHand & Stone Massage & Facial Spa

I requested on July 24 to cancel my membership. I was told that someone would call me back, which did not happen until today, August 9, after I called yesterday and had to get very angry over this situation. When I called on 7/24, no one said there was a form or that 30 days were required. That would have taken care of everything, but it did not happen. I called on 8/9 because I was charged this month and was surprised by that charge. Actually, I called on 8/7, but was put on hold, for a long time, told to press 1 for a call back, which I did, and no call back ever came.  But let's back up to where the real breakdown begins. I came in earlier for a facial. During the facial, I was asked if I would like a couple of things, but not told they would be an upcharge. When I went to check out, I was told I owed $150! I was told that these were extra charges no included in one package. When I told them I wasn't expecting that, I was asked if I wanted to put it on my card or use my packages to cover it. Not taking this off, no discount, not even an apology. When I finished the transaction, I asked if I could freeze my account. I was told no because I now did not have enough packages. And why was that? Because i was forced to use them on service I didn't know I was being charged for. So, I've tried to use up my packages, I've tried to cancel my account, and I have been treated very poorly. I shouldn't expect this toward any customer, but certainly not one who has been with this company on and on since they arrived in Greensboro. I have read their membership policy thoroughly and there is nothing there about 30 days notice.

As the manager of Hand & Stone Massage and Facial Spa in Greensboro, I take complaints very seriously. The paperwork to begin a membership clearly states in bold lettering "After the Notice of Termination is submitted, one final monthly payment will be charged on the next regularly scheduled payment date." We will be reaching out to the client as well as speaking to our service provider to better access the situation that led to the client wanting to cancel their membership.