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:11/09/2023

  Type:Customer Service 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.

  The Flourtown PA location of Hand and Stone massage is a disgraceful location. The contracts that the chain requires its patrons to sign locks them into something that in unwavering and unreasonable in most cases. I have read multiple complaints about how challenging and unfair the rigid requirements are. That being said, when you sign a contract, I guess customer service is no longer important and the bottom dollar is the only thing that matters. I signed up in desperation due to discomfort in my back. I signed this contract as a single parent of 3 young children who are in my care full time. That fact alone has nothing to do with this complaint. However, the general manager at the branch as several clinicians as well as the owner of the franchise were the most unprofessional people I've ever had to deal with. I can not afford this service. Again, my problem not theirs. However, when I am unable to be accommodated because of their lack of ability to provide a time well over a week in advance month after month due to poor staffing in their part, I was continually told I should "get a sitter" or come at unreasonable times for anyone let alone a single parent. I accumulated 4 massages. I had to put my account on hold since I was out of the area for several months but was charged. I never asked for my money back. I never asked for any special considerations. I asked them to push back the 3 month timeframe they gave me to use up these already paid for services since they were unable to accommodate me time after time. I was so rudely spoken to that I had to bring my children with me to speak with them in person. My son recorded the encounter since the phone communication was so horrible discriminatory as well as hostile. The owner claims to watch the footage and claims I was the one who was hostile and screaming. That day I had laryngitis, which was very clear in the video, and I have. I was told to leave and never to return. No attempt to rectify.