Complaints

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• Initial Complaint

  Date:06/06/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 called the spa to cancel my membership they told me that I had two credits on file that was previously paid for via credit card. I used one of them right away which was in May, I scheduled an appointment for June 6 I went for my appointment today June 6, the front desk told me that I was checked in and the message therapist came to get me. Following my appointment, I left about 10 minutes later my phone rings the person's name is Shebly from Hand and Stone. Tells me that she was busy when I left how do you want to pay for your massage today, do you have a gift card? I stated to her that I had a credited on my account from the massage package that I had previously bought. She stated oh well that expired 2 days ago on June 4th. Right away I stated to her well when I was checked in and you look at your computer you never mention that to me. Now you tell me this and I asked her how come you did not make me aware of that when I was checked in. My account was closed out my me and she stated that I could reopen it so that she could use the credit on June 4th but will not be able to close it again until 30 days out so that they would have to charge me again *****. She also mentions once you close your account out you have ****** to use the credit. I told her that was never explained to me, she states well she can't help that the front desk did not explain that to me. I asked to speak with a manager. She told me that she was the manager., so I said you are the front desk and the manager she stated yes. I asked for the owner's name of the Hand and Stone she stated that she could not give that to me. I told her that I wanted to speak with someone who could resolve the issue that I was having since she could not help, she told me that she was the only one who could help. She stated that she was going to charge my credit card that they had on file. I told her that I was not authorizing her to charge my card and that would be fraud because my account was close.

  Customer Answer

  Date: 07/07/2024

  This is the cancelation from Hand and Stone dated 4-6-24 so if I had 60-days to is the credit.  I went on the 60th day my appointment was June 6th so they are trying to scam me.  They told me on that day I had 60-days to use it which, they stated was June 4th so I was to late.  Notice the date from them canceled 4-4.   So therefore June 6th it was still active.  Thank you again for your time.