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Business Profile

Therapeutic Massage

Hand and Stone Massage and Facial

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:11/03/2022

    Type:Sales and Advertising 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.
    I have been a monthly massage member for a while now. Ive had some massages from ***************, ******** and greenfield locations. Its nice treat to myself and I especially enjoyed the prenatal massages last year. Ive had some issues with not having many options to schedule an appointment outside of regular business first shift hours but just waited a couple weeks to get my massage appointments in. I got busy and ended up giving one of my massages to my husband to use in august. I booked the appointment and sent him to the massage that date/time. The massages are $69/hour (50 minutes). My ***** said he was made to pay $140 for his massage because it wasnt his membership, so that annoyed me because I had over 5 massage credits to use up. When I asked about it in the office the next time I went in I talked to a woman at the front desk and she took a note to have a manager call me. I was hoping to get my husbands massage refunded and a credit used on my account (even if I had to pay the $10 charge they make you pay to do that). I told the front desk gal that the manager could call, text or email me. I heard nothing. Then I realized I was getting extra charges on my credit card for $69 2 one day and 1 a couple days later. Then I left two different voicemails on their phone system. Nothing. What the heck. Well Im a working twin mom and assumed someone would get back to me some day but nope. So time has continued to go by and I have 9 credits now and I still cannot find times that are open for massages even a month out. So I have $630 in credits for 9 massages and I dont have a way to use them. Mind you my husband overpaid for a massage months ago. Im just soo annoyed with the customer service and want my money back! The *************** location looks to have one massage therapist scheduling right now. I saw online that if I cancel my membership then I have 90 days to use my credits. What a way to lock someone in with fear of losing their money.

    Business Response

    Date: 11/07/2022

    Our Manager reached to the client.  Looks like there was some misinformation provided to the client by a previous employee.  The issues have been resolved.  Sorry for this inconvenience.

     

     

    Customer Answer

    Date: 11/18/2022

    Hello! The company called and worked things out with me. Thank you for your help! 

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

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