ComplaintsforHand and Stone Massage and Facial Spa

• Initial Complaint

  02/19/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This is the email correspondence sent to the assistant manager:I requested a hand and stone cancellation of account prior to February 11 via the online portal several times and did not receive a form. On February 11, I called to leave a voicemail and then came into the store to request that my account be closed. I was told it would take 1-3 business days, but I have yet to receive the document. I've also called your store several times, requesting to speak with a manager, but no manager was present.Those answering the phone at the front have told me when the assistant manager will arrive, I've called back and asked to speak with you, they've asked if this is for a cancellation or a freeze, and I've responded that I want to close my account and that I've been calling for several days. As of yesterday, February 19, 2023, one of the customer service representatives stated that they would notify you and that I should receive the paperwork the same day (2/19/23). I did not. I do not wish to be charged for the following month. I'm not sure if my email is malfunctioning, but could you please respond to this email with the forms to close my account?I have included a screenshot of attempts to call the business but have not received a response. I would include use of the online portal but it doesn't provide a receipt.

  Business response

  02/20/2023

  Good afternoon, 

  This guests membership has been canceled and a confirmation email was sent of 2/19/2022. Email proof is below. Thank you! 

   

  Good morning Prisca,
  
  I deeply apologize that it has been so difficult for you to cancel your membership. I have gone ahead and terminated your membership so you will not be charged for the month of March. 
   
  Per our 30-day termination policy, your final payment date was 2/13/2023. All member benefits are terminated as of today including, but not limited to; points, member priced gift cards, and retail discounts. You will have 90 days from today to use your 5 accrued monthly services. The exact expiration date is 5/14/2023.
  
  Thank you for your time with us and we can't wait to pamper you in the future!
  
  Kind regards,
  *******************************
  
  *******************************
  Assistant Spa Director
  Hand & Stone Massage and Facial Spa
  **************
  handandstone.com/
  *******************************************************
  ************

  Customer response

  02/21/2023

   
  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,
  
  Prisca Noizaire

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