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Business Profile

Spa

Hand and Stone Massage and Facial Spa

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints 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:09/06/2022

    Type:Customer Service Issues
    Status:
    Answered
    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 recurring monthly membership and there is no way to cancel this membership. I have called, emailed, and filled out forms on the website with no response over the past several months.

    Business Response

    Date: 09/15/2022

    It appears that the client's early requests to terminate membership were submitted to our Franchise Corporation's headquarters vs. our individually owned location. The Franchise Corporation's instructions in response (see email on Feb 6) were to contact our location directly. The client visited our site on May 22, May 29, Jun 19, Jun 25, Aug 10, and Aug 21. There is no record that the client requested to cancel her membership until we received an email on August 21. Her membership termination was processed promptly on August 24. She has used all the service credits she earned by remaining a member from Feb - Aug, except for a single remaining credit that will expire on November 24.

    I apologize for any inconvenience to the client. Termination instructions are included in the membership agreement and simply require that a one-page termination form be texted, emailed, mailed or completed during a visit. I believe this matter has been resolved to the client's satisfaction and it appears she enjoyed her services with us.

    Eric S*********, Owner
    Hand & Stone Massage and Facial Spa
    Philadelphia ***** ******

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

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