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Business Profile

Spa

Hand & Stone Massage and Facial Spas

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 80 total complaints in the last 3 years.
  • 37 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:11/27/2023

    Type:Customer Service Issues
    Status:
    Resolved
    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 11/27/2023 at 130pm horrible customer exp from massage therapist ******* at ** ******** Hand and Stone. She was rude and nasty and mean and horrible customer service. I called to ask district mgr to call me and they said no.

    Customer Answer

    Date: 11/29/2023

    The business made a service recovery  call to me the next day and rescheduled me for a free massage; i believe they did due diligence to resolve my complaint

  • Initial Complaint

    Date:11/20/2023

    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 would very much like to voice a complaint against the Colorado Springs location at **** ** ****** ***. We booked an online reservation (copies of screenshot below) for a couples massage at $89.95 and then included the upgraded 30 minutes for an additional $40.00, which totaled $129.95. After our hour was up we were advised we owed a total of $259.90. We were told that the online pricing we booked was per person, however as you can see from the attachments nowhere does it say “Per Person”. The receptionist couldn’t help us with the price difference so she called the owner. The owner made us wait in the waiting room until she showed up at the spa and then proceeded to tell us “It is what it is”. We owe the whole $259.90 despite what the online pricing and our confirmation showed. She then said “We’re not some “janky” little massage place that only charges $89 for a couples massage.” She advised the best she could do is not charge us for the couples experience so took $20.00 of the service. She was very hateful, disrespectful, rude and has zero customer service skills. Told is it didn’t matter what the website said, we owed $239.90 no matter what. Tried to call security on us by having the receptionist call – to which no security ever answered. After a heated discussion with her telling us it doesn't matter what the website says and us telling her what terrible person she was and her company is, I did pay what she demanded we owed. As we were leaving she ran out the door to record us on her cell phone. Again showing her professionalism to own a Hand & Stone Massage & Facial Spa. Today, upon looking at my credit card statement, the charge was to a business called Massage Green-Colorado Massage Greens Co. so now I’m questioning whether she is even a legit owner/franchise of your Hand & Stone Massage & Facial Spa corporation.

  • Initial Complaint

    Date:11/20/2023

    Type:Sales and Advertising 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 had a membership at the Webster NY Hand and Stone. I cancelled this membership in April 2023. I was charged for the month of April and May, $69 a month for a total of $138. I planned to use this remaining credit for services but the location has been closed since mid 2023. Since the website says "temporarily closed", I waited and kept checking for it to reopen. At this point that does not seem likely and I would like a refund of my remaining balance.

  • Initial Complaint

    Date:11/17/2023

    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.
    Tried to cancel monthly subscription, have 7 packages I have not used since I first went to get a massage 7 months ago. Rushed through the signed documents to get the initial massage and did not realize I was purchasing a monthly massage package. Have not went back to location since. Tried to call to cancel and get a refund. No refund available even though service was not rendered. Additionally, they said I only have 90 days to use all 7 packages available on my account. Yea

  • Initial Complaint

    Date:11/16/2023

    Type:Service or Repair 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.
    The Hand and Stone location at ****************************** in Webster, NY closed unexpectedly at some point before September 2023. I have several massage credits that were already paid for through a credit card held on file with the business. I was unable to get the massages that were already paid for since the business closed. I have not been able to contact anyone at Hand and Stone Corporate after numerous attempts. I was unable to dispute the credit card charges with my credit card issuer because they occurred over 60 days ago. Either the franchise owners and/or Hand and Stone Corporate currently owe me $239.85 for non-receipt of goods and services.

    Customer Answer

    Date: 12/17/2023

    Someone from the firm called me on 11/27/23 advising that they were not aware of the Webster, NY Hand and Stone location closing prior to closure. The person then stated that they sent an email out to all clients of the Webster, NY Hand and Stone location in July of 2023 to advise clients that the location would be closing, which negated the first statement indicating they were not aware of the location closing. No email was found to have been received from Hand and Stone Corporate or specifically from the Webster, NY franchise. No resolution has been met and I have not heard any updates from the firm since 11/27/2023. 

  • Initial Complaint

    Date:08/28/2023

    Type:Customer Service Issues
    Status:
    Resolved
    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.
    Back on 2/14/21 my boyfriend purchased a gift card for me, because of COVID, I was not able to use it until now. When I clicked on the link it did not work. I reached out to the Hand & Stone location in Greenfield WI for assistance. After about a month, and trying to work with Corp HQ, it was found out that the certificate was used in Pennsylvania. I have not traveled anywhere in the last couple of years. It was suggested by an employee of the Greenfield, WI location that maybe someone entered the number incorrectly. I have left numerous message with customer service in the past and now I was told by owner of the Greenfield location that they can't do any more and I have to work with Corp. I left a message for Nancy today. I am tired of chasing this, it was a gift.

    Business Response

    Date: 09/01/2023

    New gift had been issued to the guest on 08/29

    Customer Answer

    Date: 09/07/2023

    [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:08/23/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    Hand and Stone location in Webster NY (***********.) closed on 7/14/23. I had a scheduled appointment on 7/13/23. No one called and I went to the appointment and no one was there. I received a email on 7/14/23 that they had closed and that any credits I had need to be used with the next 90 days. I was informed that I could use these credits and at any other Hand and Stone location. I live in Webster NY and the closest Hand and Stone is in Dickson PA which is 3.5 hrs away or 199 miles. I believe I have about 5-6 months worth of credits that I have paid for. I would like the company to refund my money.

  • Initial Complaint

    Date:08/18/2023

    Type:Sales and Advertising 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.
    Hand and Stone closed their doors with no warning and did not repay me for almost 300 dollars I had in pre paid massages there. No warning either to use them before they closed. Many others lost money as well. Hand and Stone corporate office refuses to help.

    Business Response

    Date: 08/28/2023

    Re: ********; ***********************************

    Dear ******************:


    Thank you for bringing this complaint to our attention. This dispute arises from an independently owned and operated spa in Webster, New York, that unfortunately closed its business. We are looking into this matter and will reach out to the guest member.

    Sincerely,

    Hand & Stone Franchise LLC

  • Initial Complaint

    Date:07/25/2023

    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 terminated my contract as of 2/4/2023 and I have a signed Member Termination Request that the company sent me as a confirmation receipt stating the final date they can draft from my account is 2/23/2023. They have been drafting $69.95 every month since totaling 5 months past the contract termination date = $349.75 and when I call my local franchise they tell me all they can do is send an email but they are leaving for the day (its 1pm) and there is no time frame they can give me, no way to stop payments and Ill hear back when i hear back.

    Customer Answer

    Date: 08/21/2023

    I have been in contact with a woman ***** from direct corporate and Im now on week 4 of her acknowledging the company owes me $209.85 more and I keep getting dates that I will receive the money in my bank and then that date comes and goes and no one will give me an accurate date or reasoning why I dont have my refund. They also acknowledged they had on file my signed and dated termination agreement with their companies confirmation of receipt and they failed to stop my auto-draft

  • Initial Complaint

    Date:07/18/2023

    Type:Product 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.
    My Hand & Stone Spa has closed. I have 5 unused packages (approx $500) that have been paid for. There are no other Hand & Stone spas in my area. I am unable to use my packages within 3 months. I would like a refund

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

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