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:12/18/2024

  Type:Billing 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.

  In Sept 2024, I initiated the cancellation of my membership & an additional 2 (my *************** I was paying for from ****************************** Per a policy I signed at activation (?) they insisted on billing me for the month of Oct, regardless of the fact that they could not schedule 3 facials at the same ********* were canceling due to non use. I paid for the month of Oct. This left me with credits to use within 90 days, or I would lose them. My mother was unable to use her credits. On 11/25/24, I had two pre-planned appts, one for that day and one for 12/7. After my appt on 11/25, a receptionist helped me schedule my remaining credits - I received text message verification for both of these, scheduled for 12/12 and 12/15. She also advised me that my mother had four credits to use & after receiving verbal approval over the phone, she transferred them to my account for my use. She let me know that normally they can only transfer 3, but she would allow me to take all 4. On 12/7, I had my scheduled facial with *****. She let me know that I could use 3 of my moms 4 credits during that facial. At the end of the appt, I wanted to make sure I understood my remaining **************** ***** explained that my final 2 prescheduled appts for 12/12 and 12/15 were both covered by my account & in fact I would have 1 extra credit for add-ons. This was not true. After my 12/15 appt, I was advised they would charge me over $100 because I did not have enough credits. They told me I must have called & added additional appts but that they could reduce it to $69.95 -I did not, my texts from them prove this. They then indicated that ***** must have given me bad info. They told me they would research this & call me back, not just charge me without researching. I left & moments later, an email was sent to me indicating I was charged. They did not follow up with me & admitted ***** likely gave me incorrect info. I have been clear about wanting to use what I paid for, not add anything more on.

  Business Response

  Date: 01/09/2025

  At checkout, client caused scene in lobby regarding packages. 
  She told me that the person who booked her appointment for today told her she had enough packages to cover for the services (massage & facial) that were booked for today. 
  She had 3 of her own packages after cancelling and 4 PTs from her mother ***** *******.
  
  I was the one who actually booked these appointments and I told her that at the time of booking, this may have been valid however, she has had 3 services this month and has used up all 4 of the PTs from her mom ***** *******.
  
  12/7 - Premium DiamondGlow, Ice Globes    2x PTs used
  12/12 - Classic Facial    1x PTs used
  12/15 - Massage 1 Hour   1x PTs used
  
  She was not listening to what I had to say and said ''are we really doing this right now? just charge my card the money!'' I told her that I will continue to look into this for her as I'm not going to go straight to charging the card. 
  Client continued to shut me down and say that she believes she should not owe anything at all since she was told otherwise at time of booking. 
  
  I told her I will see what I can do if she would just hold for a second. 
  Client stormed out. 
  
  12/7 - Classic Facial        1x pkgs used
  11/25 - Classic Facial           1x pkgs used
  9/25 - Classic Facial       1x pkgs used
  
  Her membership was cancelled on 9/22. All of the package redemptions I listed followed after.

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22700124
  
  I am rejecting this response because: there is not an attempt at a resolution.  The reply sounds very passionate on the part of the author.  She sounds more upset than I was that day.  She confirms that she was supposed to research, but also states I stormed out - how can they both be true?  On my part, it sounded like I was being blown off and this was a way for her to remove me from the lobby.  I'm not sure that using my words constitutes causing a scene, but that is her perception.  My perception is that she wanted me gone so that she could charge my card and be done with the interaction, researching or following up never being part of a plan.  As she indicated she has had past involvement with me, I believe it was clear that I was attempting to bring my credits to a 0 balance.  She states I was not listening, I'm unsure how she knows what is happening with me internally - but I was clearly listening well enough to know that the dispute is simply a misunderstanding between myself and *****.  I would assume that both parties to this have some fault.  To that end, I could see splitting the $69.95 charge because neither side is "right."  I hope there is a learning or coaching opportunity so future Clients are not negatively impacted.  On my part, I know going forward to make sure all services are covered before a service is started, so that if I was misinformed on a previous visit that can be cleared up before a service is rendered.  I continue to dispute this charge as valid.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 01/13/2025

  Originally, the client and our Assistant Manager had a plan and scheduled appointments to use up all credits. These appointments were booked with no upgrades and the client understood this and knew all appointments were covered as is, with no added upgrades. Client came in for a ************ and received a massage and facial but decided to add on upgrades to the facial. When she asked the Esthetician, *****, if she would still be covered for her services, ***** assumed the client meant for that day only and not future appointments. There was no mention to ***** of any future appointments where this credit was needed when discussing these upgrades. Due to unexplained details, the extra credit that was originally planned for a future date was used to pay for the upgrades chosen by the client. Had no upgrades been chosen and we kept to the original plan for each credit when the appointments were booked, we wouldn't be in this situation, so I feel both parties are at fault. This is nothing but a misunderstanding, but services rendered need to be paid for and the client told the front desk to charge her card before she left once the situation was looked into so that's what happened. We gave the client the discounted member pricing even though her membership was cancelled. 

  If the client would like to call and speak with us directly and remove the complaint, I would be happy to discuss this further and see if we can come up with a fair resolution. 

  *********

  Customer Answer

  Date: 01/16/2025

   
  Complaint: 22700124
  
  I am rejecting this response because:
  Hand & Stone is clear that the charge will stand. Im uncomfortable speaking with the staff at this location based on the first response I received. Its clear this was a misunderstanding. When Hand & Stone decides to credit back $34.98 (thereby we both take credit for the faults on each side), I will drop this entire thing. Until then, Im dissatisfied. I have gift cards Im uncomfortable using or gifting to friends. I feel like Ive lost a spa, as well as time and money. 

  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:07/30/2024

  Type:Billing 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.

  I received a voice message on my cell confirming an appointment that i never scheduled. I called Hands and Stone to inform them that this person is using my identity fraudulently as i live in ****************** and have never visited ********** and to please cancel the appointment to ensure that my identity is not fraudulently used and they refused.

  Business Response

  Date: 08/03/2024

  Hello,
  
  Allow me to clear up this misunderstanding. **************************** is not a client of Hand and Stone in ***************. She has never been to this location therefore the complaint type of "Billing or Collection issue" is false. We do not have billing or payment info from ************* in order to have any "Billing or Collection issue." We attempted to make contact with ************* via the phone number and email address listed in this complaint to discuss this further and try to resolve the issue but have not heard back. All of our phone calls are recorded for quality assurance and training purposes and I was able to locate the outgoing call to ************* and her return phone call to us. Unfortunately I kept receiving error messages when trying to attach the files to this response. I will attempt to send them to the BBB another way. 
  
  On 7/30/2024 my employees were working on their afternoon responsibilities of confirmation calls for the following days appointments. One of our employees, *** was supposed to dial ************* to confirm their 10am massage appointment the next day. Instead of dialing that phone number, *** mixed up two of the digits and dialed ************* which belongs to ****************************. As you can see the numbers are almost identical except for the last two digits in the area code so this was nothing other than human error. Our employee started the call by stating who she was and where she was calling as shown: "Hi, this is *** calling from Hand and Stone in ******* calling to confirm your appointment tomorrow at 10am" then she continued with her script and did not mention the clients name. 
  
  Shortly after, we received a phone call back from ************* and she spoke with *** and requested our address and business name and requested explanation of our call to confirm an appointment she didn't have. *** looked up her phone number in our system and told her that no profile came up under that number and there was no appointment for her on the schedule. ************* pressed harder for an explanation for the voicemail and offered to play it for her which she did and *** listened to it. *** asked to put ************* on hold to look further into it. After a few minutes, *** came back on the call and told ************* how similar her phone number was to the client she was supposed to call and explained how she miss dialed the area code. ************* pushed back again and was positive that *** said ******* in the voicemail and played the voicemail again. *** told her that she was following her script and said "Hi this is ***" and did not say her name. ************* did not believe her, claimed we are being fraudulent and allowing someone to use her identity, and said she would be following up with the BBB.
  
  I truly believe this was human error. As much as we try our best to avoid these things from happening, unfortunately mistakes happen from time to time. *** dialed the wrong number and read off of a confirmation call script that did not include saying *******'s name. 
  
  I apologize for the inconvenience and confusion this may have caused. Please confirm receipt of this response and hopefully our name can be cleared of this complaint. Please let me know if you need anything further from me.
  
  *********************************
  District Manager
  **************************************************