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Business Profile

Therapeutic Massage

Hand and Stone Massage

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Therapeutic Massage.

Complaints

Customer Complaints Summary

  • 3 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:10/07/2023

    Type:Service or Repair Issues
    Status:
    Unpursuable
    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 Massage and Facial Spa is a spa that offers facials and massage as clear from the business name. I had a membership with them where I had a recurring monthly payment $79.95 billed to me. I have attempted to cancel my membership with them since February 2022 onwards, and have gone personally to their Falls Church location 3 times already and am told every time that it is canceled. However, the recurring charge continues. So far I have been billed $1359.15 for services I have not availed.

  • Initial Complaint

    Date:06/16/2023

    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 opened a membership in March. I used my membership that day ( services were horrible- but I said nothing). Fast forward June 16 2023, schedule online says 9am, but nobody arrives at the said time. I finally get an answer to solve what I want which is to manage my account online, and 1. Im told my payment didnt go through- that was wrong , then the rude person reset my password twice with an attitude and temporarily blocked my . account and had no idea how to fix it. I got an email with my reset info-which is linked to a Fl location that was another nightmare! Back in Falls Church no idea when the manager will get to work. I AM DONE! PAY MONTHLY TO GET 0 ACCESS? REALLY

  • Initial Complaint

    Date:05/06/2023

    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.
    I booked an appointment for a massage and facial using credits I already have. I had the massage then went to the facial. The woman said “you have packages you can use for add ons”. I said yes, I do. Then she washed my face and said I’m going to do x, y, and z, ok? I said sure. There was never any mention of an additional cost. I’m not an expert and have no idea what the things she named are - I couldn't tell you now. Something seemed like it had infusion in it. She said to address dryness- and my previous facial a month ago addressed dryness so I figured that’s what that was. Then, when I went to check out the receptionist said it would cost $300 or five packages!! I was stunned. Never was there a mention of a cost. And it took the one hour I had booked for a standard facial- also one hour. The woman came out and said I had to have known there were extra costs, but I honestly did not and she never told me. I would have never accepted these extra services if they were extra cost. This is dishonest to not seek approval for additional costs. I want the company to address this.

Hand and Stone Massage is NOT a BBB Accredited Business.

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