Complaints

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.

• Initial Complaint

  Date:11/14/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  My spouse ( ******* ********) went to the Hand and stone location in ******************* to recieve a massage. She did not sign up for anything else. We discovered they signed us up for a membership , without her agreeing to it. We tried to contact them but the staff was very rude and the manager never returned our calls. We were charged for approximately 8 months and finally closed our credit card. We went to the location to speak to the manager but she easnt available as usual and once again th3 front desk agent was ride and denied responsibility. I researched the reviews online and sweet that many people had the same experience. 8 months of a membership we never signed up for and never used is expensive and it's disgusting we were refunded the money. I contacted and disputed with my credit card company and they were unable to help me .

• Initial Complaint

  Date:11/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Hand and stone has made it almost impossible to cancel subscription service without losing money. They have limited availability to book appointments and then when you would like to cancel and get refunded for services not provided (the packages unused but paid for) they will not refund. They will only freeze for a short period of time and you still have to pay a fee for the frozen account. You can only put one package on a gift card a year so that option is out as well. It honestly feels like this is an unethical business practice that has an operating model that intentionally works to scam people out of money and pay for things the business knows the customer will never receive. Today, my husband and I called to cancel our appointments because we came down with a sickness and they told us we would still be charged for same day cancelation, we asked so the only way to not get charged would be to come in sick when we are trying to do the right thing and they said correct. This is unacceptable and another unethical business practice. Of course the stores manager is unavailable and will be unavailable and the corporate number wont put you through to talk to someone. I have submitted feedback requests before online with the ask to be contacted and never received a response back. This company needs to be investigated for unlawful business practices.

• Initial Complaint

  Date:11/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My son purchased a $75 gift card online for Mothers Day through massage Green. I tried to use the gift card at my local massage Green in ****************** only to be told that they were now owned by hand and stone and their corporate office would have to re-issue me a gift card. I was given an email address to which *** sent countless requests to have it re-issued. Ive also left upwards of 12 to 15 voicemails at their corporate office phone number for somebody to call me back to either refund my $75 or give me another gift card that I can use. Ive also let them know that I would be contacting the Better Business Bureau if they did not get back to me by this week. My online original gift card number is *****************

  Business Response

  Date: 12/13/2024

  Hand and Stone did not purchase Massage Green.  We took on several of their locations.  If you will contact Massage Green they will be able to assist you with your gift card concerns.  Massage Green still has spas open and available to use the gift cards 

• Initial Complaint

  Date:11/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  I had paid for my membership and had a one massage left on my account and had gifted 3 massages previously to family members that they tried to use. They were not allowed to use their gift certificate because I no longer had a membership, even though those massages had been paid for! I literally paid for 4 massages that I am not allowed to use!! That is absolutely insane! These were paid for in full when I paid my monthly membership of $69.95. I have lost almost $300 worth ofasdages just because my membership has ended. If I continued my membership, they would be perfectly valid! What kind of business honors a policy like that??

• Initial Complaint

  Date:11/04/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  The ************, MD location of ***************************** Massage and Facial cancelled my massage appointment scheduled for 10/20/2024. I was told that it was due to a plumbing issue. Since that day, I have called several times to reschedule my appointment with no response. There are no available appoints on the website either. I have gone by the location, and it has been close for the last two weeks. I have tried to cancel my membership by calling this location, stopping by the location, and filling out a cancellation form online. I have received no response and the location continues to be closed. I believe this location has closed permanently without giving any notice, but they continue to charge my credit card $79.95 monthly. There are two months that I need refunded.

• Initial Complaint

  Date:11/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  I signed up for a ***************************** Membership some many years ago. My card was charged monthly for $69.95 until it increased to $79.95 for month. This membership gave me credits that I could then use for massage or facial packages and pay for upgrade differences at time of service or use additional massage or facial packages to make up the difference. I was laid off in December 2023 and remain so currently. When my card expired in 2024 for my membership I did not renew my membership as I remain unemployed. I continued to use my credits at Hand and Stone locations without incident. When calling ***************************** (Voorhess, ** location) on 08Oct2024 to make an appointment I was informed that my remaining credits were no longer active as of mid-August (of which I was not notified) and I would have to call my originating membership location (*******************************************, **) to change my credits to active. I then called the *************** location and asked for my credits to be switched back to active as I was not was told of a use by date. I was then told by the manager that my 12x credits at $959 were no longer available to me as too much time had passed in non-payment and that my already paid credits could not be re-instated but I could sign back up for a membership though I would still be forfeiting my already paid $959 for which I am being refused service.

• Initial Complaint

  Date:10/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  I was a member of the hand and stone massage program from January 2024 until October 2024. In those 9 months I was rescheduled 6/7 times. This is the problem, Each time I was told me to try another massage therapist and I did. In May 2024 I went to a masseuse named **** the massage was cut short due to me being in pain, the next day still in pain I looked in the mirror and I had bruises on my shoulder. I called to complain and never heard back. Then after this it was each massage therapist I chose rescheduled me. Ive spent over $750 in membership fees along with about $300/$400 in gift cards. I called to cancel my membership in October after I was rescheduled two different times in the same week after waiting two months for an appointment. When I called a young lady acted like a manager and hung up on me and then when the real manager called up she said sorry but there wasnt anything to do. I have one unused membership package worth the ***** and I wanted a refund, which they said they cant do. They only said sorry but other than that absolutely nothing. They were rude when speaking to clients and offered nothing in return to numerous issues.

• Initial Complaint

  Date:10/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  The place of business was located at *****************************************************************************.  This is  place where I bought numerous gift cards that are now not being honored because they were bought out.  I'll attach the emails my daughter-in-law sent to massage green.  I filed a dispute with my bank but that is still pending as well.  

  I just want the company to be aware that they are keeping money and not providing the services we paid for. No response to emails from the company.

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

   

  Business Response

  Date: 10/17/2024

  The allegations made against our establishment on the Better Business Bureau are completely fraudulent!! This individual has no association with our business; they are affiliated with the **** location, NOT ours. We are independently owned and operated and it was their franchise that previously functioned as Massage Green, NOT us.We take these claims very seriously. This individual has never been a client of ours, and we have no connection to them whatsoever. To clarify, this complaint pertains to the **** location, not ******.We ask that you redirect this complaint to the correct business, which is **** HAND & STONE SPA & ensure that this fraudulent claim is rejected. 

  Customer Answer

  Date: 10/18/2024

   
  Complaint: 22417212
  
  I am rejecting this response because I made a claim against the Lehi, UT Massage Green Spa, not the business you listed.  Unless this business bought out Massage Green Spa in *******.  My claim is against the business that bought Massage Green Spa in Lehi UT or the overall Massage *********************.  If you do some research, you will see that Massage Green has been closing businesses around the country and not honoring the gift certificates that were bought.  The business that bought Massage Green Spa in ****, also bought their assets and liabilities, so that means that they need to honor the gift certificates that were bought for the business.  Unless Massage Green is in bankruptcy, they need to honor the gift cards or provide refunds.  Sending me from one business to the next is not acceptable.  I do not know who bought Massage Green Spa in ****, but this business needs to honor the gift cards that were part of the liabilities they accepted.i
  
  Sincerely,
  
  ****** **********

  Customer Answer

  Date: 10/18/2024

  I bought a gift certificate for Massage Green Spa (Lehi area) for my daughter-in-law's birthday in the amount of $150 in *********. She discovered that this business was bought out and all membership accounts were transferred to the new business. However, the new business is not honoring the gift cards that were purchased through Massage Green. She has tried everything by calling and emailing, but Massage Green corporate refuses to refund the money. I had to file a dispute with my credit card company, which is still pending. The solution Massage Green offered was for my daughter in law to travel from **** to ******** to use the gift certificate. I found this very insulting and poor business practice. No solution to the issue at this time.

• Initial Complaint

  Date:10/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Today October third I went in for an appointment. I booked the appointment a week in advance and let the concierge know that I would be using a gift card. She never asked any details about it. When I arrived I was told the gift card was expired. EVEN though the date written on it said 10/30/2024 The manager said claimed that because my mom ( The person who gave me the gift card) canceled her membership making the gift card invalid. My mom had already used her left over credits to purchase four services !!!!! But it didnt matter.

• Initial Complaint

  Date:10/02/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I have a monthly membership that I have been trying to cancel, but they offer no way to effective way cancel memberships.I have spoke to associates at two different locations. One directed me to a different location, one said a manager would call me back the next day. I have not received any calls. I sent an email and called the corporate number based on the terms and conditions. The email has an automatic reply (attached) and no one answers the corporate number, I left a message but I have not received a call back. I completed the web form several times, but I never received a cancellation form. There is no email or fax available for the local franchises, only a phone number which as stated above does not yield a cancellation.These practices are employed to delay cancellations so that the business can profit. I request immediate if not retrospective cancellation of my membership back to September when I initiated the cancellation requests. have not been charged yet for the next month membership, but if that happens (10/4/2024) before this matter is resolved, I request a refund.