ComplaintsforHand & Stone Massage & Facial Spa

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have been trying to cancel my membership with Hand and Stone for over a month (since 3/24). It has been told to me that I have to speak to someone in customer relations. I have called this person several times and left several messages with no response. I went into the business on 4/27 to cancel and they told me that no one was there on the weekends who could cancel my membership. The person I spoke to was named *******. She told me to come back Monday morning after 8am. I went back to Hand and Stone Monday around 12:25pm and asked if there was anyone there who could cancel my membership. The person at the desk told me that she thought their customer relations specialist just left and she would take down my information and have her call me. I told the lady at the desk that I have left her several messages with no return call. She then said she would go see if she was there and for me to have a seat. I waited for 20 minutes and she never returned. I just want my membership canceled. I did NOT sign a contract and I should be able to cancel at anytime but no one will call me back and each time I go into the business there is no one there who can cancel memberships. I am now getting charged for something I have been trying to cancel for over a month.

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My wife and I are currently members at this business, for which we each pay $69.95 per month. For the past several months, we've been trying to get our memberships cancelled, both via email and with contact at staff at the spa. We have also made several calls to their customer relations specialist, Destanee B****, who has this far refused to answer our calls or return our messages. To date, we have not been able to get her on the phone once. I feel like my wife and I are now being held hostage to this business and the memberships as they are making cancellation impossible.

  Customer response

  09/05/2023

  I have not heard from the business in response to my complaint.

  
  

• Initial Complaint

  03/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 10/13/22 I canceled my massage membership which had a $69.95 withdrawal from my medical flex card on the 20th of each month. I scheduled a massage that day and let that person know that I was canceling my membership and what would I need to do. She told me I would need to tell a manager. I also asked if I had any more massages in my packages because I was done and I wanted to be finished and she assured me all I had to do was to call a manager. The woman transferred me to a manager and I left a message on a voicemail canceling my membership with Hand & Stone on October 13, 2022. As a side note I was canceling because of the rudeness of the call center staff and how long it took them to book appointments. It was causing me more stress to book massage appointments than was worth my money but I never got the chance to let the manager know because no one ever called me. Which did not surprise me. Fast forward to this past Wednesday 3/22/23 I received a text saying that my $69.95 did not go through for insufficient funds. I am confused as to why I am getting this text and check my Medical flex card balance which is 0 because they have been charging me the last 4 months $69.95 without my knowledge! I call and speak with someone named Riley and she states that the other manager Destiny will call me the next day. I call Destiny the next afternoon and she states they will pull the call recordings to see if I canceled my membership. Destiny called me yesterday 3/24/23 to tell me that they listened to the call center call and yes I told the person I wanted to cancel and then I was transferred to a manager but they do not have those calls because they get deleted after a certain amount of time. I was furious. I said you admit that I canceled and they said they will only give me 2 of my 4 months refund back. They said they would "look" into my request again. I want a FULL refund of all 4 months.

  Customer response

  04/06/2023

  I have not heard from the business in response to my complaint.

  They sent a survey saying sorry to see you go a few days ago and I filled it out and asked for them to call but they haven't. I checked my balance and they haven't refunded my money either.

• Initial Complaint

  02/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  - Hand and Stone membership, auto billed $69.95 every month. - Made 2 complaints with H&S, one regarding scarring on forehead from microderm treatment they performed, one regarding a tech doing extractions on my skin against my request. - April 22, 2022 6:46 PM H&S texted me (***********) that I had missed an appointment and needed to choose how to pay the esthetician. -April 22, 2022 8:17 PM I responded via text that I had not received a reminder for my appt. Advised to pay with one of my packages I had saved up and requested cancellation of my membership. -H&S Clearly received my text as they paid the esthetician with my package as requested however they continued to bill me monthly. -October 2022 I visited H&S in person to ask why my account had not been canceled as requested. Was told I would be contacted by Destiny *****, who handles memberships. I asked if any forms needed to be filled out and was told no. -Reached back out to Destiny in November, still waiting a response and was told that they would look into the matter. -January 20, 2023 reached out to Destiny again and she asked for pictures of the text conversation where I had canceled my account. Sent this information to her via text to ***********. - Same day, Destiny reached back out via text that the owner was only willing to refund 3 months of membership fees. I disagreed with resolution and asked to speak with the owner and was denied. - I am asking that I be refunded the membership fee for April 2022, May 2022, June 2022, July 2022, August 2022, September 2022 and October 2022. Total $489.65. I am willing to take a loss on all of the packages that I had saved up prior to the request for cancellation.

• Initial Complaint

  01/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hand and Stone has refused to account for, refund, or even acknowledge monthly packages that we paid for during the first eight months of the pandemic that total $560 or more. My wife and I have been members for eight or more years. We continued our membership through the pandemic. As a member, you receive a package for services for each month membership fee paid of $69.95. She did not visit H&S from March 12 until November 11, 2020, during which she accrued eight packages. We have tried for more than a year to obtain a refund or credit for these packages that she paid for but never used. The response from H&S is that they changed systems in late 2020 and they need to go back to the beginning of our membership to account - this was never done nor does it need to be. One cannot have a negative balance of packages. She should have had eight packages as of mid-November 2020 assuming her balance was zero in March 2020 (it may have been more). I had a very difficult time getting H&S to even respond in any manner over the last year. I finally obtained email communication with H&S Customer Relations in August 2022. H&S has accounted for packages accrued and used since November 2020 but continue to ignore the eight packages paid for during the first eight months of the pandemic. We want to be refunded $560.

  Business response

  01/17/2023

  I spoke with ******* today and we are working on providing him with additional information that he can review. We very much want to resolve the complaint in a timely manner.

  Thank you.

   

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I started a membership with this company in April of 2022. My first bad experience occurred on July 1, 2022, an appointment to use a $200+ gift certificate that was purchased for me by my children. After paying a balance on the certificate. I called my daughter and she told me I should not have had any balance to pay or tip as the certificate covered both. I called and asked to speak to a manager. No mgr was available. I had to leave a VM. After not receiving a call back after a couple of days, I called back again and asked to speak to a mgr. I was told again that a mgr was not available and had to leave yet another VM. Finally, I received a callback, and it was taken care of. However, when I went to my next monthly appointment, I was told I did not have a credit to use. I paid but left feeling it was not right but let it go. This past Saturday, Aug 6, I showed up for my monthly massage and was told I did not have an appointment. I showed the desk a text message sent to me the day before and my confirmation. I also told them I have a VM from the spa confirming my appt. They told me the appt with my therapist was already taken by someone else and offered another therapist. I said okay, but when the therapist told me she did not do deep tissue massages, I told her I did not want to go thru with the appt and wanted to talk to a mgr. I was told there was no mg at the spa and that they looked into it and that they a have a note in my record that I called and canceled the appt. I DID NO SUCH THING and told them I did not call. I again said I wanted to talk to a mgr and was told no mgr would be there that day and they would leave a message to call me. On Monday, I called again, told again mgr not available and left a VM. On Tuesday, I called again, and had no option but VM. I requested my membership be canceled. I still have not heard back from anyone. I called again this morning and again, the only option was VM. I cannot get anyone to call me back.

  Business response

  08/11/2022

  As local owners of the Greensboro Hand & Stone Massage and Facial Spa we take all complaints very seriously. Our manager has reached out to and spoken with the client. The complaint has been resolved to the satisfaction of the client.  Thank you.  

  Customer response

  08/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. The manager who contacted me was very attentive to my issues and worked very hard to resolve my complaint.  I appreciate her efforts and I am satisfied.

  Thank you for your attention to this matter.

*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. ↩