ComplaintsforHand and Stone Massage Facial and Spa

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 09/30/24 @ 5:00, I had a massage appointment. During my massage, I was exposed (my chest, my ****, and my vagina). I was also touched inappropriately. The massage therapist, we underneath the sheets to massage my bare **** several times (which is against company policy). She also slide her hands right up to my v***** underneath the sheet when it was covering me. I spoke to the receptionist after it happened. She offered to add a note to my account to not have that therapist work on me again. I called the following morning and spoke to a manager. She kept telling me that the therapist didnt do anything wrong and she has never received this kind of complaint before. She offered a free facial but I declined. I do not want to ever go back to that location. She eventually offered a free massage but again, I dont want to go back. When I mentioned speaking with corporate, she assured me that they would not do anything to help me. I called a different location to speak with them and find out if I could escalate this issue because its technically sexual assault. I was told to call corporate and report what happened. I called corporate and made a report on their automated system and I submitted a written report on the corporate website. Its been 4 business days with no response. I would not only like to have my money back but more importantly I want to make sure no one else has to experience this.

• Initial Complaint

  02/02/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hand and Stone Massage in ************* has been charging me monthly for a membership and I have built up numerous massages as well as 'points' for free services due to the Covid shut down, unavailable therapists/appointments and a surgery that I had that made it so they wouldn't let me come in for a number of months. However, they are no longer allowing more than one massage per month. Also, if I want to suspend my membership to use up some of my unused services, they're going to charge me $10 per month. If I cancel my membership , I have 90 days to use my packages. I have no way of ever being able to use my packages with their policies as they are. I'd like a refund of all the packages I'm not going to be able to use whether I continue my membership or not.

• Initial Complaint

  06/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I had a monthly massage membership at Hand and Spa Stoneham MA. After four months of services I found myself in a financial situation where I could no longer continue. I went to the location and explained to the manager my issue and that I needed to cancel. She understood and told me she would cancel it. I keep seeing that $69 Vito's getting charged to my credit card. When I called in April I was told my membership was not cancelled. The manager I spoke to left employment immediately following our conversation. I was given a form to complete to terminate the membership but was told it would take a month or so of continued billing. I have now been charged 4 visits which I did not have. I called and emailed and spoke to the corporate office who said I have to deal with the location manager. I just want a refund for services I did not have.

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