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Business Profile

Massage Therapist

Hand & Stone Massage

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Massage Therapist.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/29/2024

    Type:Service or Repair 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.
    On 8/26/24, I had a 10am massage appt scheduled with ****************************** I developed an illness over the weekend and took a covid test the morning of 8/26/24, which was positive. I therefore contacted ***************************** via phone when they opened at 9am to let them know that I was sick with covid. They said they would cancel the appointment but that I would have to pay 1/2 the cost of the massage for canceling. I stated that I could go ahead and get through the massage and wear an N95 mask then if that is what I'm being forced to do, but they said I was not allowed to do that either. It is very unfair for me to be punished for being ill with covid and doing the right thing by letting them know, instead of just attending the appointment and potentially further spreading the illness. For ***************************** to punish its customers in this way, this could very easily lead to risking people not wanting to be honest when they have covid and further spreading the virus. On the ***************************** website, they claim that they are "dedicated to your well-being and peace of mind." Punishing a customer for wanting to protect the well-being of the ***************************** staff by letting them know that they have covid does not show that ***************************** is living up to their values they claim to have in the care they give their customers. I am an RN and have been out of work due to medical issues I have been dealing with for the past 2 years, and I just had a surgery 6 weeks ago. I am therefore in a tight spot financially currently with not being able to work at the moment. My mother got me a gift card for a massage with ***************************** for my birthday last month because with all my health/chronic pain issues, I desperately need this treatment to help with managing my condition/pain. It is cruel for this company to interfere with someone getting a treatment that is so critical to their well-being, something they claim to care so much about on their website.

    Business Response

    Date: 09/24/2024

    Good afternoon!

    I apologize for the time it took to get our response in. Client had an appt scheduled on the date provided, we have a strict 24 hour cancellation policy. If the 24 hours notice is not met, a half charge is applied to the card on file with us. This information is given to the client upon booking appointments, and in the several reminder notices they receive. So she was justly charged. I have, however refunded this fee in the name of good customer service. I sent her a receipt of the refund and noted her account with us.

    If you need any further information please feel free to reach out!

     

    Thank you,

    **** *******

    Manager/Cedar Hills Hand and Stone

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

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

  • Initial Complaint

    Date:01/25/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    On 1-21-2024 my Husband (***********************) purchased a Last Minute Deal facial at Hand and stone in *************** for ******. There was nothing explaining what it included, so he signed up for an account with Hand and Stone in Cedar Hills. I filled out the online forms they were requesting. He said your getting a Diamond (Glow?) facial. There online was very difficult to understand what facials services they actual provide. I went to the appointment a the technician looked at my face and said I'll be doing a Diamond (Glow?) facial and proceeded with the process and then asked if I would like to add a 30 mask, and I agreed. At the end of the procedure I went to the desk to pay the additional ***** owed and everything changed. They tried to sell me a membership (hard sell). I said I had paid for the Last Minute Deal and agreed to add a ***** mask. She said she would have to talk to the manager who was not there at the time. The next day 1-22-2024 without discussion with us a $239.95 dollar charge was made to our **** and a credit for ****** was also applied I felt baited and the price switched. I call them and left a voicemail saying I've been overcharged. No response. I went in the next day and the manager agreed that they had an educational problem and that I was not informed of the up charge in price by the technician. However she was only offering some kind of free gift which I wasn't interested in, and I just want the overcharge corrected. I was told several different prices except the ******. I called my bank, they suggested that I cancelled my ***** because they sounded shady and they couldn't protect me against any further charges that they might feel like making. I cancelled my ***** They suggested I fill out dispute forms, which we have and that I submit to you a complaint. They charged my account without any discussion more money, the place is a hard sale for memberships of ***** per month, which I was not interested in, and when you don't buy-in they upcharge the cost of the facial. The relaxing experience was destroyed and I have lost sleep over the whole thing. I feel scammed. The manager was spouting prices all over the place, it is very confusing, and nothing like my experiences at other businesses.

Hand & Stone Massage is NOT a BBB Accredited Business.

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