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Business Profile

Therapeutic Massage

Hand and Stone Massage and Facial Spa

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Therapeutic Massage.

Complaints

Customer Complaints Summary

  • 1 complaint 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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  • Initial Complaint

    Date:11/12/2023

    Type:Billing 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.
    I've not been in that spa before so I stopped in to ask about the types of facials offered. I was told that I would need to make an appointment, meet with the aesthetician & she would determine the right options for me so I made an appointment for later that same day. When I arrived, it was, again, discussed that I have not been there before. I met with the aesthetician & she suggested something. I said that sounds great but how much is it? She said $150.00. When I was ready to pay they told me the cost was AT LEAST $300.00. I said, ******* said it was $150.00. ******* and the girls at the desk were like oh, sorry we didn't tell you that there is a flat $79 fee + extras? At this point, the facial was done so I had to pay but my decision was taken away from me, I feel like I was taken advantage of This is how this should have gone: - When I first went in to inquire about facials, and I told them I had never been there before, the girls at the desk should have thoroughly explained how the pricing works because they don't put prices on your website - yes, they put basic costs but they don't list exactly how how much something will be so it needs to be communicated in person. - Then it should have been communicated again when I showed up for the appointment to make sure I was clear on what I would be responsible for paying so I could FREELY decide if it was something I wanted to get done/pay for. Before I heard how much it would be, I made an appointment for December for 2:00 and verbally checked with the girl at the desk as I was putting the appointment on my phone calendar that it would be 2:00 and she said yes. I got an email with the appointment details and it says it's for 3:00. These girls either did not get proper training or are not paying attention. Again, I feel totally taken advantage of and will not return. They should refund the amount I paid above the $150.00 I was quoted.

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

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