We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Spa

Hand and Stone Massage and Facial Spa

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Spa.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:05/08/2024

    Type:Customer Service 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.
    Been a member for years...back in Feb they texted me the wrong time for appt I showed up 15 mins late and agreed to take a massage for 45 min rather than an hour but the tech said no becauae thwy wanted to go home early. I was upset ajd told the receptionist i wamted to cancel my membership as i had like 8 months worth on my account to be used. She said she could not do so that i needed to call the owner. I troed to do so twoce but she was never in....apparently she did cancel my membership without telling me erased my entire hundreds of dollara of credits off my account....i want a refund for all this money and will never do business there again and am filing a formal complaint with the corporate office as well eince she is a franchisee.

  • Initial Complaint

    Date:04/03/2023

    Type:Billing 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.
    My mother passed away in November and I discovered that she was enrolled in a monthly subscription service that she did not know about. They continued charging her and are still charging her as of last month. I have not received this month's bill yet. It is a shared credit card with me, so I did not close it and they continue to charge. She apparently had over 40 credits at $70 each for services, but I personally know that she went there infrequently and when she went she PAID THEM AGAIN because she didn't know she was on this subscription service. I called them on March 22nd, and the owner called me back and said they would send me a check for five months of the subscription, which was really the absolute least they could do, but I was polite about it. However, they did not even send me that money that they promised.

    Business Response

    Date: 04/03/2023

    Hi.  We were able to refund the amount to the daughter.  We sent a check on 4/1/23 to her address in New York.  I'm sure she will receive it shortly.

     

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

     

    Customer Answer

    Date: 04/12/2023

    [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:

    This reply is disingenuous. According to their own remarks, they aim to have waited a full eleven days after our conversation to send me a check. But also, it is quite clear that even that is a lie and they did not send the check until after I filed the complaint. I attach a picture of the envelope with the stamp that shows it was mailed on the 4th, after I complained.

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

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.