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:06/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We are having issues canceling our monthly membership. I believe the issues are with manager ***** at the ************* store. For the past several months, we have had several appointments booked in advance and they keep calling to cancel them because they don't have the staff, however they continue to charge our monthly subscription. We got frustrated that we could not get an appointment for 3 months and canceled our membership. We asked the girl at the front desk to cancel our membership and we were told that only the manager could do it and our information was left and we were told a manager would call back in 48 hours. . I called and left a few more messages and sent additional e-mails and never heard back. I was very frustrated to find out that once again I got charged for the next month and that neither mine or my wife's membership had been canceled like I asked. I called the store again and asked for a call back "Today" and had to threaten to call my credit card and report the transaction as fraud and let them know that I had been waiting on a call back and never heard from anyone. Instead of a call back, I received a very nasty text message from the manager telling me I was rude to the staff... (I was not, please listen to the recording they have it) I have asked for a confirmation that my membership was canceled and a receipt for the credit for the charge that was not supposed to happen, and no one will call me back or return the text messages. Very poor customer service!!!I am simply asking for a confirmation that my services have been canceled and that I am refunded for the month that was charged to my credit card several weeks after I started leaving messages to have the memberships canceled. I am not comfortable taking the managers word for it in the nasty text message that she sent me, I want to see it in writing on company letterhead either vie e-mail or in person. is that too much to ask?

  Business Response

  Date: 06/18/2025

  We sincerely apologize for the inconvenience caused to Mr. ******* The customer's concerns have been addressed, and both memberships have been canceled as requested. I have personally reached out via email to offer my apology and confirm the resolution. We are also coaching our staff to ensure similar situations are handled more promptly and professionally moving forward. We value our customers and are committed to improving our service experience.

  Customer Answer

  Date: 06/19/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:05/17/2025

  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.

  On May 1, I requested to cancel my membership and the staff said I could expect an email for cancellation in the coming days. Not having received the cancellation email, I called ***************************** on May 9 to request cancellation again. I left a message. The staff returned my call and stated that they would have management cancel my membership. I have retained the voicemail as evidence of my request and the staffs confirmation that they would cancel my membership. My credit card was charged the monthly fee on May 16 despite my requests to cancel. I called hand and stone to request cancellation for the third time and a reversal of the charge. This time my cancellation request was granted but hand and stone refused my request to reverse the May 16th charge stating that they had no record of my previous cancellation requests. I forwarded the May 9 voicemail in response to my second request where their staff confirmed my request and they still refused to reverse the charge. It seems that this business has a practice of ignoring cancellation requests intentionally.

• Initial Complaint

  Date:02/23/2025

  Type:Billing 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 had two credits on my account and I was only able to use one, the manager sent me an voice mail advising she can't see my other credit. They took my money and did not provide me the service. I am requesting my a refund in the amount of $69.95, which came out of my checking account

• Initial Complaint

  Date:10/17/2022

  Type:Product 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 became a member of their massage and facial services, in August I tried canceling my membership. I wrote on the online form and it went to the Upper St Clair location. I received a VM from Upper St Clair saying it went to them and I had to call North Fayette because that was my home membership. Ok. So I call and say I have to cancel due to money. She tells me that it’s after the cut off and September’s payment will still go through. This wouldn’t be the case if the cancellation form went to the correct office because it was before the cutoff. Okay again. So I decided to forgo things I needed for this $70 payment because it’s one month I will figure it out. Then I go to book an appointment for a massage as a nonmember in October because I still had the September credit along with a gift card they talked me into buying. This call was October 13th. She tells me I have two credits. Then she tells me that I’m still listed as a member, but she can see if my record that in August I did submit a cancellation email. They choose to ignore it. I get angry because this shouldn’t be that hard. Sure enough I check my bank account and I have a pending charge with Hand and Stone. As soon as I get off the phone I email the manager. Again that was on the night of October 13th. I still have not received written confirmation that I have been canceled. I haven’t received any communication but I would prefer written for my records because they can’t keep ahold of phone conversations. I want my money for September and October refund because these credits are useless and if these people knew how to communicate I wouldn’t have wasted $140.

  Customer Answer

  Date: 10/18/2022

  Good afternoon,
  
  I received contact from the manager this morning. She refunded the October payment and I see that reflecting in my bank account. She is not wanting to refund the September payment, only offering a credit I don’t care to use. She told me a paper should have been sent to me about canceling and I never received that. I also told her that I was even in there on September 3rd for my son to have a facial and again no one mentioned this. I already have a useless $70 gift card that I’m trying to sell. Everything is great if you’re a member, they can’t do enough for you. But to cancel the membership is a fight. 
  
  Thank you for helping,
  ****** ****

  Business Response

  Date: 10/24/2022

  I am reaching out regarding a complaint written about our business on 10/16/2022 - BB Complaint ID: 
  ********.

  
  I received the Member’s email on 10/13/2022 and responded via email. See the Member’s email to me and my 
  response to her on the following page. In my response to this Member, I have agreed to her request of 
  refunding her October payment and canceling her membership with us in accordance with our Membership 
  Termination Policy. See below.

  
  Per our membership agreement that she signed on 8/13/2022; our cancellation policy states: 

  
  MEMBERSHIP TERMINATION POLICY
  You may terminate your membership by giving us Written Notice of Termination. You may submit the notice via mail, fax, 
  email, or hand delivery where you initially purchased your membership. Such Notice shall contain, the date, your full name, 
  membership number, and the name of the location where you initially purchased the membership. After the Notice of 
  Termination is submitted, one final monthly payment will be charged on the next regularly scheduled payment date.

   

  From: ****** **** <****************>  
  Sent: Thursday, October 13, 2022 6:03 PM 
  To: PA North Fayette Manager <************************************> 
  Subject: Member Cancellation 
  Sue/Ma’am, 
  Due to money, I requested to stop being a member. I first accidentally sent an message on a online form about  cancellation to Upper St Clair. They called me and told me that it was the wrong location. Okay so I reach out to your  location- the correct location- and request this cancellation. I was told that September 13th would be my last payment  because I missed the deadline. Okay fine. I call today to use what I thought was my last credit, she goes to tell me that  I’ve never been canceled. I look on my bank account and sure enough I have a a pending payment again. This is  ridiculous. I want my money back for today and September. If not I will report to the Better Business Bureau to get my  money for me. 

  
  ****** **** 

  
  This is my response back to Ms. **** via email. 

  
  On Tuesday, October 18, 2022, 10:36 AM, PA North Fayette Manager <************************************>  wrote: 

  
  Hi ******, 

  
  I just got back from out of town so that has led to the delay in getting back to you, I apologize. I left you a voicemail this  morning.  

  
  I did some research into your cancellation request. I do see that you contacted Upper St Clair in August; however, I am  unable to locate the phone call or email from you requesting the cancellation from our location. So, on our end, that’s  why it hadn’t been processed yet. Typically, you sign a form that allows us to cancel your membership and we send that  to you via email. We try to track these things carefully because we understand we are dealing with people’s funds. I  have no record of your cancellation request; and with that said, I understand your frustration seeing how you got billed  again when you thought your account was cancelled.  

  
  We try to make it easy for people to join AND leave us, so it seems this has been frustrating on your end. This is  confirmation that I refunded your card on file for the October payment and cancelled your membership with us. I’ve  updated your profile notes to reflect that. Additionally, your 1 service credit with us expires 12/17/22 so let me know  if I can help you booking that for you. 
  Let me know if there’s anything else you need and I’m happy to talk to you. 

  
  Dee C******* 
  Spa Manager at Hand & Stone Massage and Facial Spa – North Fayette 
  Phone: ###-###-#### 
  Mobile: ###-###-#### 
  Email: ************************************ 
  

  
  

  Customer Answer

  Date: 10/24/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Can they confirm that I did attempt to reach out to cancel my membership prior to the 30 days notice for when I was charged for September? I have been trying to cancel since August.
  
  
  
  Regards,
  
  
  
  ****** ****