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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.
  • 1 complaint 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: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.

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