We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Spa

Hand & Stone Massage and Facial Spa

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Spa.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:07/24/2024

    Type:Order Issues
    Status:
    Resolved
    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.
    This mirrors a complaint against the Bedford NH ******************************* in July, 2023, except this is against the ********** location.I joined the spa in February, 2024. I did so for back issues. Members receive a discount. After three months, my back issues were resolved. I cancelled my last appointment and didn't schedule any more. I discovered earlier this week that I am still getting charged $79 per month. I'm a retiree trying to watch expenses. I don't want to spend $79 per month on massages that I don't need.I am trying to terminate my membership but am basically getting a runaround. I've contacted the company's main website, I've called their ********** location a few times, I visited their location in-person yesterday. First, I have been unable to get a copy of the 'membership cancellation' policy. Second, I've been told I need to submit a 'member cancellation' form that only the store manager can provide. I've been told three times I would receive the form within 24 hours via email. I haven't. Yesterday, the I spoke to the manager. She said the same. I haven't received it.This has been going on for a few days now. It is getting frustrating. I would like assistance in getting my membership cancelled and preventing any further monthly charges for services I do not receive. Thanks, *****

    Business Response

    Date: 07/24/2024

    The Customer came in on 7/23/24  with a printed copy of the membership termination form that He dated signed on 7/22/24. This was sent out 7/19/24 via email to client stating cancellation from the 17th due to manager not being in store. I spoke to him over the phone and told him i would send it out as soon as we had a chance but that it was already put into the system. 

    Customer Answer

    Date: 07/24/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

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

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.