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Business Profile

Spa

Hand & Stone Massage and Facial Spa of Jupiter

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Spa.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

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:10/17/2024

    Type:Billing 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.
    I requested to cancel my membership which is automatically charged to my credit card every month. My reason to cancel is financial I simply cannot afford this every month and the company is making it impossible to cancel.

    Business Response

    Date: 10/22/2024

    ***** ***** called in to the spa to request to terminate her membership on 10/16/2024. She was scheduled with the Spa Manager for the following day to discuss her options for changes to be made to her membership. That day the termination form was sent to ***** ***** and she signed it. ***** ***** was able to cancel her membership within 24 hours. The statement that the company is making it impossible to cancel is completely false, please see attached evidence with timestamps. Additionally, per the month-to-month payment policy membership agreement, the cancellation is a 30 day written notice. Please see signed documents.

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

  • Initial Complaint

    Date:08/19/2024

    Type:Service or Repair 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.
    I cancelled my and my husbands membership to Hand and Stone in Jupiter Florida, The monthly recurring fee is $79.95 for each membership. The memberships are under our respective phone numbers. ************ ************ I spoke with the front desk person and then a manager called me and assured me that it was cancelled and I would be reimbursed. I called again today 08/19/2024 about the reimbursement and was informed that my membership is still active. I need it cancelled and I need to be reimbursed for the withdrawel that came out AFTER I cancelled.

    Business Response

    Date: 08/29/2024

    When cancelling the month-to-month membership, it is a 30 days written notice, meaning you have one final monthly payment that awards a final service to utilize. The request for termination was responded to promptly within 48 hours. The member signed the termination forms that were provided agreeing to a final payment on 8/9/2024. The termination of the membership was processed and no payments beyond the final agreed upon payment were charged. A "reimbursement" or refund was not requested during the termination request phone call and wasn't warranted based on the membership agreements and signed termination forms. The final payment is discussed during the initial joining of the month to month membership and during the cancellation request of the membership. Policies are provided in writing and transparency is always provided to our members. The members do still have remaining services on file to utilize during their grace *******

Hand & Stone Massage and Facial Spa of Jupiter is NOT a BBB Accredited Business.

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