Complaints

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.

• Initial Complaint

  Date:02/23/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Terrible customer service with misleading and predatory practices from this location! This location in specific, tells you one thing verbally, and then you come to find out its the complete opposite, and they then try to hide behind the guise that its in our policy and always has been in a very rude, matter of fact way. Tried to book an appointment. I have credits on my account (that were previously paid for) that I am now unable to use because they allegedly expired yesterday (how convenient), due to my membership being cancelled 90 days ago. Yet, I was never informed of my membership cancellation, never signed a cancellation form, and was never told such policy of credits expiring. On the contrary, I was advised by a staff member in the past that credits remain for up to a year. When asked to speak to a manager regarding this matter, I was told one was not available and would not return for 2 days. I requested an escalation and was advised there was no senior member of management available. (Good luck if there were to be an emergency!) This location constantly changes their policies for whenever its convenient for them and verbally tells their clients misleading information, only to come back and state it was in their policy all along. This is grossly misleading.This business is a SCAM whose interest is NOT in your health and well-being, but in profiting from taking your money and not rendering you any services.

  Business Response

  Date: 03/07/2024

  To whom it may concern, I ***************************** the new manager of ************** Hand and stone came up with a solution with *******. His services were unexpired, and his membership reinstated. We also offered a free CBD upgrade on his next service. The information ******* explained to me was inaccurate and given by someone who has not been employed here since 2021. It was brought to my attention that ******* filed this complaint and left a bad yelp review before I assisted him. I apologize for the misunderstanding. I also reiterated the policy to ******* and sent him a copy of his signed membership agreement that stated he understood our cancellation policy. It seems ******* cancelled his membership, and decided he in fact wanted to keep it however he did not call back to let the spa know. He called the day after his services expired. Again, we issued him all of the credits he accrued and offered the free enhancement. If you have any more questions for me my email is ***************************************** Thank you! 

   

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

  Spa Manager 

  Hand and Stone FGG LLC

  *************************************, 07712

  Customer Answer

  Date: 03/08/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *****************************