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Business Profile

Spa

Hand & Stone Ann Arbor

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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  • Initial Complaint

    Date:05/28/2024

    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.
    On Sunday May 26, I scheduled a $69.95 massage at Hand and Stone Massage in *** Arbor. I go to the appointment, where **** tells me about two techniques he uses. Cupping and ***. At no point does he tell me that these things cost extra. I go to the check out and learn this there. I also pay for a monthly fee that discounts some of the services. There, I spoke with a person named ****. When I asked about what had just transpired, saying I was confused, he laughed at me. And when I told him I wanted to cancel my membership -- via phone, immediately after leaving -- he told me he would send me the email. I get home to an email that does not have the information that **** promised. I then call a second time. Then, **** tells me that the spa will charge me for my NEXT membership payment -- even though it is 10 days from now. He is belligerent and rude. I do not want an apology. I want the costs back for the cupping and the *** and I do not want my card charged there ever again.

    Business Response

    Date: 06/05/2024

    The money has been refunded.

Hand & Stone Ann Arbor is NOT a BBB Accredited Business.

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