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:10/10/2024

  Type:Service or Repair 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 signed up for a ***************************** Membership some many years ago. My card was charged monthly for $69.95 until it increased to $79.95 for month. This membership gave me credits that I could then use for massage or facial packages and pay for upgrade differences at time of service or use additional massage or facial packages to make up the difference. I was laid off in December 2023 and remain so currently. When my card expired in 2024 for my membership I did not renew my membership as I remain unemployed. I continued to use my credits at Hand and Stone locations without incident. When calling ***************************** (Voorhess, ** location) on 08Oct2024 to make an appointment I was informed that my remaining credits were no longer active as of mid-August (of which I was not notified) and I would have to call my originating membership location (*******************************************, **) to change my credits to active. I then called the *************** location and asked for my credits to be switched back to active as I was not was told of a use by date. I was then told by the manager that my 12x credits at $959 were no longer available to me as too much time had passed in non-payment and that my already paid credits could not be re-instated but I could sign back up for a membership though I would still be forfeiting my already paid $959 for which I am being refused service.

  Business Response

  Date: 11/22/2024

  Good afternoon,

  
  

  I received your letter regarding the above-referenced client. Ms. ******** had been a member of Hand and Stone since 8/17/2018.  Her membership was cancelled on 5/16/2024 with a ***** period to use any unused membership credits until 8/15/2024 due to non-payment for 90 days.  January 16th, ************************************************* ******** was notified 3 months in a row via text, voicemails and emails that her account was suspended and that we needed an updated card or the account would be terminated as per our membership policy.  Ms. ******** refuses to provide an updated credit card in which we require from all guests (member or not).  I have provided the membership policy for your review.  Unfortunately, this was the client's own doing by not following the membership policy.  We had also tried to work with her to reinstate the membership and that we would waive the months due to catch her up and she refused.  Not much I am able to do if a client isn't willing to work with us.  

  
  

   MEMBERSHIP POLICY

  By placing a credit card on file and by authorizing the initial monthly payment deduction, the Member hereby purchases a membership to a Hand and Stone Massage and Facial Spa for the duration of the MEMBERSHIP Period expressly indicated herein. Membership entitles the member to receive their choice of a Massage (50 minute) or Signature Facial (50 minute) per month (excluding Hot Stone, Specialty or Couples Massage), and other member benefits such as a ten percent (10%) discount on retail products, discounts on gift cards (see below), Rewards Program and guest privileges. All monthly prepaid services expire ninety (90) days following the Membership End Date or termination of membership agreement. No cash refunds or gifts cards will be issued for unused services. Membership shall be honored at any Hand & Stone Massage and Facial Spa. Terminated Members, Frozen (on-Hold Members) or Suspended Members may use or transfer, subject to conditions below, accrued paid for services, but may not use any other member benefits, including Rewards Program. Rewards Program points have no cash value and expire upon termination of the membership. Rewards Program subject to change, please see ********************************* for current terms and conditions. Rates for additional services after use of your monthly service may vary at other Hand and Stone Massage and Facial Spas. All memberships are subject to the terms and conditions set forth herein. The effect of this membership is conditioned upon the receipt of all payments set forth herein. If medical clearance is required or requested by the staff of HAND & STONE MASSAGE AND FACIAL SPA the member must submit such medical clearance documentation to ensure the continuation of such membership. HAND & STONE MASSAGE AND FACIAL SPA reserves the right to cancel this membership at its discretion. Responsible Party: This is an agreement between member and *********************** and member acknowledges that Hand and Stone *************** shall not be liable for any performance, services and/or liability under this agreement. All Hand and Stone Massage and Facial Spas are independently owned and operated.

  Please let me know if you have any further questions.

   

  ***** ****** Owner Hand & Stone Massage and Facial Spa

• Initial Complaint

  Date:03/13/2023

  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.

  Hello! I cancelled my membership with Hand and Stones in December and they informed me that my membership would officially be cancelled in January which was acceptable as per their policy. However I was wrongfully charged for the month of February for the amount of $69.95 on February 26th 2023, I called the location and they informed the Manager of the mistake and she sent me a receipt for the refund on February 27th 2023 but unfortunately I never received the money back. I have called the location multiple times to speak with the manager about this but she is never available to take my call and she never calls back after the employees leave notes for her about the situation. I am very disappointed with how this has turned out. I simply would like a refund for the $69.95 that I am owed for the mistaken charge to my account after my membership cancellation. I have attached the refund receipt and the documentation stating that my membership ended in January.

  Business Response

  Date: 04/26/2023

  I believe there is miscommunication with this account. I contacted the email provided on 4/8/23 and refunded ** ******* another $69.95. On our end, I’ve now refunded *** ******* twice for $69.95 but she said that she did not receive the first $69.95 refund. I also never heard back from her after refunding her the second $69.95 as a courtesy. Please see my forwarded email to her.

  
  

  Best regards 

  ******* ***** 

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

  
  

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  ---

  From: mgr.universitycity
  Sent: Saturday, April 8, 2023 3:49:09 PM
  To: [email protected] <[email protected]>
  Subject: refund

   

  Hi *** *******,

  I wasn’t able to find any other information regarding your refund.  It shows that the refund was processed on our end on 2/25/23.  I don’t know why you didn’t receive that from your bank.  As a courtesy I refunded another $69.95 today and emailed you the receipt. 

   

  Refund	Successful	Refund completed successfully	02/25/2023	02/26/2023	69.95
  Refund	Successful	Refund completed successfully	01/25/2023	04/08/2023	69.95

   

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

  Spa Manager

  University City – Philadelphia PA – ###-###-####

  3200 Chestnut Street, 2^nd Fl, Philadelphia PA 19104