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Business Profile

Spa

Hand & Stone Massage and Facial Spas

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Spa.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:23/01/2023

    Type:Customer Service Issues
    Status:
    Answered
    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.
    Purchase a package from Hand & Stone for 3 massages. I have 1 remaining massage to use by Dec.31, 2022. When I called to book an appointment, I was told they are fully booked. Because they are unable to offer an appointment, my remaining investment will be lost. I am available to book a massage appointment. I am not picky about the date or the service provider, but the business is not available to provide me with any appointment options. Therefore I should not be the one penalized and lose my money to this business.

    Business Response

    Date: 14/02/2023

    ****** ****** purchased a 3 month membership (3 pack) in December 2021

    Even though our corporate policy (we are a franchise) dictates that a 3pack/3 month membership be used in 3 months, at my location in Woodbridge i give the clients a full year to use the packages.

    We do make this very clear upon purchase.

    Our front desk staff are trained in this policy and do not have the ability to extend past the 12 months

    I as the business owner of course do and will in certain circumstances

    Had the complainant reached out to me at our email address i would have been more than happy to extend the package for a month or two if circumstances dictated

    She chose to, instead reach out directly to you which is unfortunate and a waste of time and resource

    I have extended the life of the package until April 1st 2023 at which time it will expire.

    If you would be kind enough to relay this to the complainant it would be appreciated

    Sincerely 

    Jonathan A.

    Owner

     

     

     

     

Hand & Stone Massage and Facial Spas is NOT a BBB Accredited Business.

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