ComplaintsforHand & Stone Massage & Facial Spa

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The company is giving me the run around to cancel my membership. You have to be put on a member cancelation list and a lady will call you within ***** hours. I never recived a call from her and knew something was fishy when I asked to cancel my membership so asked for her number. I have been calling this number and leaving messages and this lady will not return my call. 5 days later I went back into the spa and they put me back on the list and mentioned that she is the only person that can cancel memberships. I told them that she does not answer her phone nor does she call back. then the staff member proceds to tell me she has been sick and just got back to work today, and seem to be making everything up. Everything seems very fishy and I went online and read reviews and it seem like multiple people have had the same issues.

  Customer response

  11/14/2023

  The company finally called me back and said they would cancel my membership. I waited until Nov 10th, the next billing cycle, to determine if it was actually cancelled since I received zero communication about it being cancelled. I was not charged so I assumed it was cancelled.

  Thanks

• Initial Complaint

  12/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I had a membership and always paid it. I had to freeze my account due to a auto accident. After I was cleared I began coming back and even entertaining the idea of my daughter getting facials. All services were good except two times: a younger gal asked me for if I wanted exfoliation by ***** wand and didn't disclose the it was a add on/upgrade meaning $$$ a charge was added on by bill as I was under the impression it was part of the facial. Not until I went to the desk to drop a tip and buy clarity products it was when I encountered a bill for a derma wand add on and had to put back the products as I couldn't afford any surprises since I knew this appointment was covered by my membership and budgeted the appt. I always knew it was my duty to tip good and buy products. Not be blindsided with that upgrade. The other time was December 19th, around 5pm and my daughter had a facial I booked for her at my last appointment. at my previous appointment I inquired about how to cancel and what all I needed to do so if I needed too discontinue my membership. A lady came out from a room and was polite and asked if I wanted too, and I replied no, just want to know the policy. I then scheduled my daughters facial understanding it was covered by my membership and again I pay for tip and products. Blindsided again but this time in front of my college who herd the whole thing. I was told they canceled my membership. They charged me for a full facial. I was hit with a bill I was not financially equipped to pay for while at the spa. I payed left in tears due to embarrassment and to find out my membership was canceled. It's not right! The last 3 visits really I'd like to be compensated/refunded for and that's it.I am more than happy to give you the info to find my account.

  Business response

  12/23/2022

  Good Afternoon,

   

  This is not a client of the **********, ** Hand and Stone location.  She is a client of the ***************** location.  Attached is her membership information indicating that.

   

  Thank you.

  ******

• Initial Complaint

  09/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hand and Stone Massage double billed me for a service and refuses to issue a refund. They also refuse to credit my account for the double services they charged me for. I attempted to contact the business and they have no record of the transition even when I showed them the transition information from my bank. I asked for a printed copy of all transitions and they refused to provide it stating their system was down and would not be able to provide this information until an unknown time. I attempted to contact the business later in that day and no staff were available to help me with this issue.This company has billed for me for services and have not given me the proper credit on my account. I would like my account refunded for the overcharged services.

  Business response

  09/12/2022

  
  Good Afternoon, in response to the complaint here is what happened. The client was not double billed... she has a membership with us as well as her daughter which the client pays for her daughters membership as well as her own. The "double charge" was because her and her daughters eft ******** went through on the same day because her credit card on file did not have the sufficient funds on her regular billing date when the funds became available our computer billed BOTH memberships on the same day. Our computers were down the day she called and I the office manager was off that day as well. My assistant spoke to her stating what had happened but the client was not grasping what she was saying. Then proceeded to call our establishment about 4 more times that same day wanting to speak with me (which I had said previously as well as my staff kept proceeding to tell her I will be in the next day to call her and get her account sorted out which I did) when I spoke to the client I had reiterated again that hers and her daughters account were auto drafted on the same day which was the "double billing". I refunded one of the ******** back to her card when she asked me too and have proof of the refund if you would like to see it. She has been refunded, as well I have printed out hers and her daughter's complete billing history with our company that she asked for but has yet to come in to pick them up because she did not want them emailed to her. Hope this clears things up and hope you have a great day!
  
   
  *********************** | Spa Manager
  Hand & Stone Massage and Facial Spa
  1380 ************ | ***** ** | 98516
  P: ************ | Email: ************************************************
  

  
  

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