Complaints

• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had signed up for a monthly membership with Hand & Stone for massages. Unfortunately due to me having slipped discs in my neck the massages started causing really bad flare-ups. Because of this I had no choice but to cancel my membership. I had tried emailing them which I do not have exact date as it was sent directly through their website. I then proceeded to try calling them which then they told me in order for me to cancel I will need to come into their location. I went in on two separate occasions and both times I was told the person that handles cancellations was not in the office. I was getting nothing but a run around. After months of no resolution I emailed the manager thoroughly explaining the situation and how I had tried numerous times to get this cancelled. I had been charged for services for November 2021. December 2021, January 2022, February 2022, twice in March 2022 and then again April 2022. No services were rendered in any of these months and they had charged me over $400 in total. The manager emailed me back and clearly did not read the email thoroughly as she stated she would offer a refund for only two payments and that I would of needed to come in to cancel previously. Had she read my email she would have known I had tried numerous times to get it cancelled. It's as if they were purposely avoiding me. She then goes on in the email to assure me that she has canceled my membership and that no further payments would be processed. That email was back on April 6th, 2022. It's now May 5, 2022 and I got emailed from Hand & Stone telling me they have charged me. I logged onto my credit card website and sure enough I have a charge for this month. I had canceled the credit card last month to avoid anymore charges and even with it canceled they are somehow still able to process payments on that canceled card. Looking at their reviews it appears they have done this to other people. They are clearly frauding me. I deserve a full refund and this be cancel

  Business response

  06/03/2022

  Business Response /* (1000, 5, 2022/05/20) */ After receiving an email on 4/6/22 in regards to a members card being over charged; I looked further into the matter. After looking into the account I had found that the account was suspended prior to the payments processing. I suspect the guest thought because the account was suspended and no payments were processing, that it was terminated. When a membership is suspended the account becomes delinquent for the amount of months that guest is behind. In this case it was 2 months, that's where the double charge came from in April. I refunded two charges for $59.95 on 4/8/22 and terminated the membership. After doing so, I called the guest and left a voicemail and sent and email on 4/8/22 letting her know I had done so. The system still auto charged the final payment on 5/5. As a solution, the payment that came out 5/5/22 will be refunded and there will be no further payments on the account. I apologize sincerely that you were charged again. I can reassure you it won't happen again.

*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. ↩