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:05/23/2023

  Type:Billing Issues
  Status:

  AnsweredMore 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.

  I've been a monthly client of Hand and Stone since May 2022. After an experience in April, I felt uncomfortable with visiting the spa. I requested the forms to cancel my membership online with no response. I was charged for another month through my membership, so I went ahead and used the credit at another location. Now I was charged again for this month, so this time I requested a cancellation of my membership via an online form AND stopped into the location. The manager was unavailable, so she called two days later. When she cancelled it out, she told me that I would lose the more than ***** points I earned over my past year as a member. Being that I have one more credit to use at a different spa (that I already was charged for), it seems like I should be able to use my earned points. She said that I would lose them since I am not a member anymore. I absolutely think this is bad business. I am a member until the end of this month, since I already paid. I deserve to use the points that I paid for since they belong to me. There is no listing for a corporate office or owner. Thank you for your help.

  Business Response

  Date: 07/15/2023

  We have reviewed this complaint and don't see any basis for it.  *** complainant states that she had an experience that made her feel "uncomfortable," yet this experience was never reported to management.  Further, the experience that made her "uncomfortable" happened a year after becoming a client, so she obviously understands how the business operates and also would know a manager to whom she could discuss any issues.

  *** complainant also states that she requested the forms to cancel her membership online.  We do not have a mechanism for memberships to be canceled online, so it is not possible that she had done so.  She goes on to state that we got back to her within 2 days after stopping in to cancel.  By her own admission, we did exactly what she asked, and we also explained the policies around cancellation.  Nothing was hidden and there were no "surprises," the complainant just didn't LIKE the policy and referred to it as "bad business."  That does not warrant a Better Business Bureau complaint.  *** complainant was told that loyalty points are forfeited upon cancellation.  She had the option to use the loyalty points and then cancel - she did not choose that option.

  Lastly, the complainant says that she "paid" for the loyalty points and that they "belong" to her -- neither of these statements are accurate.  Loyalty points are a bonus we offer to active members based on how much they spend at the spa -- there is no cost for them.  Being that they are granted for a customer's loyalty, they are forfeit upon cancellation -- at no time does the member "own" these points.  *** services that the complainant paid for were provided, and by her own admission she used her credits during the post-cancellation ***** period.

  Based on the facts provided, we should not have a derogatory listing for this complaint.  We were communicative, upfront, and did exactly what the complainant asked of us.  She is asking for a store credit, but there is no product or service in question for us to issue a credit for.

  Thank you.