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Business Profile

Therapeutic Massage

Hand and Stone Massage and Facial Spa

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Therapeutic Massage.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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:08/29/2024

    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 purchased a massage for my daughter as a gift. When she arrived they offered her to sign up for a rewards program where she would gain points every time she gets a massage and eventually she could earn a free massage. I paid for the massage with my credit card and my daughter signed up for the rewards program. They did not mention any sort of fee associated. Since that time, they have been charging my credit card every month (2 charges now) without my or my daughter's knowledge. I realized this when reviewing my CC statements. I contacted the retailer and they would not refund the charges, even though we have received NOTHING for these charges and were totally unaware that I would be charged. They did not have authorization from me to make these charges and I am demanding a refund.

    Business Response

    Date: 09/20/2024

    Hello,

    The issue that has been brought forth has been resolved between the business and the client. The client had contacted us at the end of August in regards to the situation at hand. We had reached the agreement of refunding the most recent charge to the card. This was an amount of $69.95. The program that was signed up for was a membership with a reoccurring monthly charge. While gaining rewards points is a part of the membership, it is never promoted as such. We reiterate that it is a membership with a reoccurring charge multiple times. We also ask if if they would like that to come out on the card that we have on file while confirming the last 4 digits. The client then has to sign agreement paperwork in which the membership policies are again reiterated and this paperwork was signed and submitted by the daughter. Even though we did not refund the first membership payment we let the client know that with that charge they still have a service in which they can use for an hour service at any Hand and Stone Spa facility. 

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

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