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Business Profile

Spa

Hand & Stone Massage and Facial Spa

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

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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:08/02/2023

    Type:Order Issues
    Status:
    Unanswered
    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 have been a member of Hand and Stone for quite a while now, and back in January I tried to cancel my membership on line. I was told then that I have to come into the facility in ********* ******** and sign some paperwork to cancel my membership. I came into that establishment on February 27th and signed the paperwork and was told my membership would be cancelled and I had two visits left on my membership to use before a certain date.I happened to be loooking back at my credit card statements and discovered that the membership was NEVER cancelled. I called the **************** on Sunday July 23rd to ask why and was told they need a manager to straighten it out and that they would be calling me back the next day. I never received a call and decided to go to the facility and speak to the manager. She CLAIMS she can't find the paperwork and there is nothing she can do for me other than to cancel it effective Immediately. So for 5 months I have been paying for a membership that should of been cancelled. She pretended to look for the paperwork and claims they do not have it.Her name is *************************** and she was quite rude when I asked her why I would not be reimbursed. She only offered me services, which if I wanted I would of kept my membership.I find this very upsetting as I work very hard for my $$ and for your company to just take it without my knowledge is completely unacceptable.I did take a screenprint of her computer at least showing me she did cancel it effective yesterday. I have attached that to this email.I would like to be compensated for the 5 months of membership fees.Dates July 6th 2023 $69.95 June 6tth 2023 $69.95 May 6th 2023 $69.95 April 6th **** $69.95 March 6th 2023 $69.95 Address of Hand and Stone:20771 *********, Kildeer, ** *****

    Customer Answer

    Date: 07/30/2023

    Address of Hand and Stone is ***** ********* Kildeer, ******** *****

    Business Response

    Date: 07/30/2023

    Client was contacted after discovering that we were not the location cited in the complaint. They said they will follow up to correct this. Let us know if you have additional questions. This is for the Kildeer, ******** locationn and we are the Happy Valley location.

    Customer Answer

    Date: 07/30/2023

    Updated address of facility ************************ Kildeer, ** ***** Hand and Stone

    Customer Answer

    Date: 08/02/2023

     
    Complaint: 20389112

    I am rejecting this response because:  It was sent to the incorrect address.  The Hand and Stone address in my complaint is ***** ********* Kildeer, ** 60047.

    Sincerely,

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

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

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