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Business Profile

Therapeutic Massage

Hand & Stone Massage and Facial Spa - Columbus

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Therapeutic Massage.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints 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:04/13/2023

    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.
    I have been calling to cancel my membership for 5 months. Their in store associates refer to the phone number that leads no where. The cancellation process is convoluted, seemingly designed so members are unable to get ahold of someone to cancel. I have emailed them explaining my dilemma. I get no responses. I emailed them last month stated I expected my funds for this year returned to me since I have been trying since this past October and for my membership to be cancelled. This morning I received another debit from my account. This is an unacceptable practice. $580.08 has been debited from our account this year. I expect this refunded. I expect my membership to be cancelled. I would like to see their practices fined or changed as the internet is filled with complaints exactly like mine. I included screenshots of last months email to them.

    Business Response

    Date: 04/26/2023

    ***** *******, manager of the Hand & Stone at Polaris, contacted complainant the day this complaint was received. We determined that he was contacting the corporate office, not our spa. My understanding is that he acknowledged he was contacting the wrong party and that this issue has been resolved. He indicated to Ms. ******* that he would contact the BBB to withdraw his complaint. It's not clear that this has happened.

     *********** ** ******

    owner/operator

     

     

    Customer Answer

    Date: 04/27/2023

    I accept the business's response to resolve this complaint.  Since getting in touch with their branch manager I have had nothing but positive communications.  They have shown a sincere concern to my issues.  I am disappointed with their corporate office direction of services, but this branch has resolved any issues I previously had.

    Regards,



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

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

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