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Business Profile

Therapeutic Massage

Hand & Stone

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Therapeutic Massage.

Complaints

Customer Complaints Summary

  • 2 total complaints 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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Complaint status

Complaint type

  • Initial Complaint

    Date:01/22/2025

    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 believe that management of Hand and Stone (or at least this location) is involved in the fraudulent and deceptive practice of continuing to charge customers credit cards after they cancel.I was a satisfied customer for many years (the staff is fantastic) but moved away from the area at the end of 2024. I therefore started talking to them in June 2024 about the process for cancelling my subscription and did so (in writing and in person) in early September. I watched the staff member hand my subscription termination form to the manager. Nonetheless, my credit card was billed again in November after the cancellation took effect. I called the store and they talked to the manager who said she remembered my cancellation and would take care of it. I then visited the store in person to confirm. Nonetheless, my credit card was billed again in December. I again visited the store and was assured that they would fix it. I have just received notice that they have billed my credit card yet again in January. At this point it appears that they lied to me when they said they were resolving it and are deliberately continuing billing. I know this practice has been the subject of class action lawsuits against other companies and dont know if this is a corporate practice and Hand and Stone or is limited to this one franchise. I have disputed the payments with my credit card company so the only resolution I seek is (1) that they stop billing my credit card so I dont have to continue disputing this month-after-month through my credit card company and (2) warn other potential customers so they do not fall prey to the same scheme.

    Business Response

    Date: 02/18/2025

    When someone sign up for a membership we have them sign and the same follows when terminating a membership.  If at any point a termination was done incorrectly the client will receive another billing.  I have my cell phone number along with my direct email posted at the front of the spa.  If and when someone is charged incorrectly I do issue a refund.  

     

    Please feel free to reach out to me for a refund.  

    Thank you 

     Mission: To provide the best one hour of the month for as many clients as possible! 


    ***** Torres 
    Spa Director
    Hand & Stone *******
    ************************************************************************
    Spa. ************ 
    Cell. **************
    ************************************************************ 

Hand & Stone is NOT a BBB Accredited Business.

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