Hand & Stone Massage and Facial Spa

This client verbally abused my sales associate on the phoneHer son understood the pricingI will be happy to give her a refund of $she feels she was overcharged if she drops this complaintOn Mon, Sep 18, at 11:AM, [redacted] < [redacted] > wrote:To whom it may concern,I received a complaint regarding a client at Hand and Stone in LivingstonI spoke to the superviser Brandi and this complaint is not validThe specifics of this complaint are completely falseEverything was explained to her son and he understood the pricesThis woman verbally abused my staff in front of other clientsWhen I tried to reach out to her her phone number was invalidPlease disregard this claim

[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.] RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.

RE: ID [redacted] To Whom it May Concern:On 6-9-14, [redacted] purchased a $monthly membership In return, [redacted] was to receive either a minmassage or minfacial once a month [redacted] preferred minmassage services and paid the $balance his membership did not cover On 1-12-16, [redacted] was scheduled for a minmassage only due to time constraints on our end, but he was not overly upset about this [redacted] had another minmassage appointment on 3/1/ On 3-28-16, [redacted] arrived at pm for his appointment When we saw he was only booked for a minmassage, we quickly spoke with his Therapist and she agreed to forgo her break and accommodate [redacted] The two Spa Associates at the front desk also offered this extra minsto [redacted] at no charge [redacted] became extremely upset and refused the free service then walked out all together without receiving any service at all 3-31-16, [redacted] sent an email stating he wanted to terminat his membership Our Spa Director, Sarah L***, telephoned [redacted] to discuss the terms of his termination and provide him with the necessary paperwork [redacted] stated he didn't like our policies and didn't want to accept anything for free from usHe then hung up on Sarah 4-1-16, I, (the owner) walked into the Spa around am to find [redacted] yelling at my employees while standing at the front desk They were trying to calm him down as he was saying he didn't want to talk to anyone, just cancel his membership and they had him sign his paperwork He then left after stating if we didn't cancel his membership, he would stand out front of our business and harass our other clients I then sent [redacted] a copy of his signed termination form along with his signed membership form I also included a personal note to stating that we were sorry to see him leave 4-1-16, Our automated confirmation service contacted [redacted] informing him of his missed appointment on 3-28-This is something that happens regularly and not just targeted to [redacted] Anyone missing an appointment will receive this messageAttached are the following:Membership Agreement - States the client agrees to be billed $once a month for either a minmassage or a minfacial Any client who wants to terminate must provide day notice for termination Members are required to submit a Request for Membership Termination form at the location where the membership was purchased.Membership Termination Form - [redacted] signed the Membership Termination Form knowing more EFT draft would be pulled on 4/9/ The document he signed also stated that he would have days to use any services in his account at member pricing and an additional days to use them at nonmember pricing.All Email Correspondence with [redacted] - 4-1-16, Due to the threatening tone of [redacted] 's last email to me (the Owner) and his inappropriate behavior at my front desk with my employees, we immediately terminated his membership without pulling through his last EFT draft He currently has service in his account from his membership that he can use at member pricing until 5/1/ He will have until 7/1/to use this service at nonmember pricing He is encourage to use this service at any Hand & Stone location except our location due to his threatening behavior hereIf you have any questions regarding this issue, please feel free to contact me at ###-###-####Regards,Denise V [redacted] , Owner###-###-#### [redacted] @handandstone.com

While it is our goal to make every customer happy Ms***'s request in this situation is unreasonableOur program is designed for members to come in on a monthly basisWe are quite regretful that Ms*** did not do so but are not able to issue a refund for the massage credits accruedOur
contact states that monthly credits expire days from the date of purchaseAs a courtesy we allow for any current member to accrue those services and use them as long as they are an active memberUpon termination of the membership any member has days to utilize accrued creditsAdditionally, we offer many ways for clients who do fall behind to catch up, for exampleMembers may combine credits and receive upgraded services, utilizing multiple services in one visit, they are also able to freeze twice a year for a month period (a feature which Ms*** has utilized multiple times), further a member may transfer up to credits per year to friends or family with a $transfer feeWe believe that the program offers many ways for clients to stay current and provides a good value for our membership baseIn this current situation Ms***'s request is similar to joining a gym, then not working out and asking for a refundI think we can all agree that is not reasonable.We are more than willing to offer her all of the concessions above and also willing to double her period to use prepaid services to months in a show of good faith but are simply not able to offer a refund

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

This client was not charged his last EFT draft and canceled immediately He was treated appropriately at all times We apologized several times for the error in not booking the extra minsbut he was offered that by the therapist that day and he refused We have fulfilled our end of the contract for minmassages or facials *** *** can go to any other location to use his final service that was drafted prior to this incident Thank you

Spouse intended to purchase several massages for us both to get at the same time as a gift Hand and Stone charged $for a gift card and explained that would be worth massages Upon trying to redeem the gift card we were told that there was a $fee to transfer one massage from the gift card to another person This required a great deal of negotiation and frustration to resolve The resolution was to convert the gift card into memberships Subsequent attempts to cancel those memberships failed, cannot cancel by phone, cannot cancel with your own hand written letter, must travel to the business, pickup form and return itThe company intentionally makes it difficult to cancel memberships Upon trying to cancel the contract we were informed that they must charge us again next month because it takes days to cancel a contract This is not what we were told at first, we never wanted contracts, will have paid this company $and received massagesThe contract was forc

I was involved in a car accident on 11/30/so put my account here on hold to receive professional care for my neck and shoulder injuriesI then moved to CA there is no Hand and Stone for hours from my location and I am still under professional care for my should and neck from injuryThey want to keep charging me although I have cancelled in writing and not used their services for months

At Hand & Stone, each payment of a monthly membership fee earns the member a credit for a minute massage or facialThis credit need not be used in the month it is paid, but instead rolls over and remains on account for useWhen a client terminates the membership, he is required to make one
more membership payment, which earns one more membership creditThe member has days after submitting his written termination to use any remaining credits.When this client ended her membership, she asked how many service credits remained in her account for use, and she was incorrectly told she would have remaining after her final paymentIt appears that the computer miscalculatedA later audit revealed she had only had availableThe client scheduled what she believed were her final massages, but was advised the day before the third that she did not have credits remainingThe client was understandably disappointed and insisted that I provide the third, UNPAID for serviceI offered to do the service at cost, less than half the retail price.The next call I received was from the irate husband, who called me a number of names like thief, shady, etcI explained that I had personally verified the accounting of his wife's services and repeated my offer to give his wife another massage at costHe acknowledged that his wife hadn't paid for another massage, but insisted that because she had been incorrectly advised of the account balance, she was entitled to a free massageHe proceeded to threaten exactly what he is doing give me the massage OR ELSE I will complain to every possible entity that could do damage to my companyIt appears that he included the Revdex.com.I could not abide by blackmailThe client understands that she has not "paid for" an additional massage, but is disappointed and is reacting violentlyIf she had been dissatisfied with a service, I would have provided another at no charge, but she merely wants to take advantage of an administrative error I don't agree to absorb administrative errors unless the client has been obviously inconvenienced or spent their own money on transportation, babysitters, etcWhat if a typo had added a zero and said she had credits? I have sent her a written accounting of her payment and usage history, along with my offer for a massage at a deep discount.Thank you,Eric S*Owner

Trying to cancel your membership is a nightmareThey have my money and will not schedule an appointment for me because they say I owe membershipA friend of mine had several payments in her account, canceled her membership and arranged to transfer remaining services to myself and another friendWhen my friend went to book a service, she was told the offer had expired, as it needed to be used by a certain dateWay to steal your money!

July 28, 2014Enciosure (1) Membership Agreement for *** *** (2) Communication record with *** *** (3) Membership Termination Form for *** ***Sirs:The referenced person’s complaint and claim have no validityThis person was and
still is a member at our spa, paying monthly membership fees in exchange for services and member privileges.The first paragraph of the membership agreement (enclosure {1}} specifies that the member authorizes monthly deductions for membership privileges and must provide days written notice using our Termination Form prior to terminationWhile an active member, one massage credit will accrue per month, but these credits are not available to inactive (suspended or terminated) members whose account is not in good standingit is like trying to use a gym if you've failed to make your monthly membership paymentsit doesn’t matter that you haven't used the gym in a while, you need your account to be current to use the facility.The second paragraph of the membership agreement (enclosure (1)) specifies that the member may be suspended or terminated for non-payment.The member failed to make payments on May and June and was placed in suspended statusMember was contacted five (5) times (enclosure {2}} to resolve the issue and no response was received.Member appeared at the spa and requested service on July and was not allowed to access his suspended privilegesinstead, he was allowed to pay for a massage as a guest of another member.That day, *** *** submitted his Termination Letter (enclosure {3}}, which required a final payment on July that he signed to provideThis letter was not initially approved, because members who are suspended (in default) may not terminate in good standing until they bring their account current.On July 14, a routine computer re-run of declined membership payments was successful in recovering the two, past due payments and *** *** was placed back in active statusHis termination was also approvedHis required, final July payment was made on the required date.When received the notice from the Revdex.com, immediately left a message for *** *** that his account was now in good standing and he was welcome to use his accrued servicesI also said that regretted his disappointment, but that management had received no notification of his concerns (and we have a simple, reliable process in which complaints are transmitted to management for action within hours)I can also say with assurance that no receptionist would have been authorized to tell him he “would not be charged" or to waive his overdue payments, nor waive the final payment required prior to termination (see the signed enclosure {3} agreeing to the final charge).Because *** *** made his final July payment, he has until August to utilize any accrued Services before they expire (see enclosure (3), sentence in bold.Please contact me with any further questions,Respectfully,Eric *S*** Co-Owner

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: This owner continues to insist I was offered the minute massage that dayI was notII will never use Hand and Stone again, so his insistence that I can go to any other location is meaninglessI still want a full refund for the month the massage in question was scheduled and a real apology from the owner for his accusing me of directly threatening his employees, which never happened
Regards,
*** ***

Dear ***,As we discussed, the continuation of the complaint case and my efforts to satisfy the client revealed additional facts that make my initial response to *** *** inaccurate, even though she didn't respond to itI would prefer that I be able to post a response that identifies the actual cause of the disagreement and reflects the final resolution that was acceptable to the client.My revised response is:At Hand & Stone, each payment of a monthly membership fee earns the member a credit for a minute massage or facialThis credit need not be used in the month it is paid, but instead rolls over and remains on account for useThe member has days after submitting his written termination to use any remaining credits.When this client ended her membership, she asked how many service credits remained in her account for use, and she was told she would have remaining after her final paymentThe client scheduled massages, and asked that the 3rd be transferred to her husbandWhen she and her husband received their services and checked out, the receptionist did not realize that she was supposed to use the credit in the husband's account and instead used both remaining credits from *** ***.When *** *** was advised the day before her final service that she did not have credits remaining, she was understandably disappointed and insisted that I provide the third serviceIt took some further investigation before finding that the 3rd credit was still sitting in the husband's account, who had a different last name Upon discovering this information, I immediately contacted *** ***, apologized for the oversight, and offered her a free minute extension on her massage, which she enjoyed on August 20, approximately a week after the complaint was initiated.Thank you,Eric S*Owner

I received a complaint regarding a client at Hand and Stone in LivingstonI spoke to the superviser Brandi and this complaint is not validThe specifics of this complaint are completely falseEverything was explained to her son and he understood the pricesThis woman verbally abused my
staff in front of other clientsWhen I tried to reach out to her her phone number was invalidPlease disregard this claim

I signed up for a membershipFirst payment should have posted around July 8thApparently their system did not keep my card on fileI called several times between then and now having to rescheduleNo one advised me of the system issue until on or about Thursday July 27, when I am scheduled to go out of townI speak to the manager today on the phone and she was what seemed to be condescending in tone that I don't understand the membershipI admit I started to lose my patience and when I thought we had a resolve she wanted my card number over the phoneI said no, I'm on way to get proof that I won't be charged(Also thinking that your system didn't get the card when I was physically there the last time, how do I know it will go thru now)AnywayI go in, she waived Julys payment, I paid August and will be charged SeptemberI ask for documentation of the cancellation, which she makes a copy of what I signed and gives me my receiptsShe then proceeds to tell me to go else where

Our Lifestyle Program is a great way for clients to enjoy affordable massages and facials by prepaying for monthly services at a discounted priceThe program is explained in detail by our highly trained, experienced Spa Associates before a client decides to joinOnce they have decided, they sign a
contract and provide us with a credit card which is securely scanned into our systemThey are then presented with a welcome packet which includes a copy of the contract, and other information about how the program works and all the other benefits of membership.This client visited our spa in June and became a member at her first visitShe signed the contract which is clearly written and EXPRESSLY authorizes monthly deductions from the credit card which it references (this is written in block capitals on the first line)For privacy reasons, a copy of the signed contract has been sent directly to the Revdex.com.We are extremely concerned to learn that this client misunderstood the nature of our program and the contract that she signedTo remedy this, we have already processed an immediate cancellation of her membership and we would like her to contact us directly to discuss whether she can enjoy her prepaid services at another Hand & Stone location in her home town (where there are several Hand & Stone spas) or if she would prefer us to refund her membership dues.Hand & Stone in Huntington, NY is a family run business for nearly years and customer service has always been our top priorityWe are very proud of our exemplary reputation and hope that this dispute can satisfactorily resolved

At Hand & Stone, each payment of a monthly membership fee earns the member a credit for a minute massage or facialThis credit need not be used in the month it is paid, but instead rolls over and remains on account for useWhen a client terminates the membership, he is required to make one
more membership payment, which earns one more membership creditThe member has days after submitting his written termination to use any remaining creditsWhen this client ended her membership, she asked how many service credits remained in her account for use, and she was incorrectly told she would have remaining after her final paymentIt appears that the computer miscalculatedA later audit revealed she had only had availableThe client scheduled what she believed were her final massages, but was advised the day before the third that she did not have credits remainingThe client was understandably disappointed and insisted that I provide the third, UNPAID for serviceI offered to do the service at cost, less than half the retail priceThe next call I received was from the irate husband, who called me a number of names like thief, shady, etcI explained that I had personally verified the accounting of his wife's services and repeated my offer to give his wife another massage at costHe acknowledged that his wife hadn't paid for another massage, but insisted that because she had been incorrectly advised of the account balance, she was entitled to a free massageHe proceeded to threaten exactly what he is doing give me the massage OR ELSE I will complain to every possible entity that could do damage to my companyIt appears that he included the Revdex.comI could not abide by blackmailThe client understands that she has not "paid for" an additional massage, but is disappointed and is reacting violentlyIf she had been dissatisfied with a service, I would have provided another at no charge, but she merely wants to take advantage of an administrative error I don't agree to absorb administrative errors unless the client has been obviously inconvenienced or spent their own money on transportation, babysitters, etcWhat if a typo had added a zero and said she had credits? I have sent her a written accounting of her payment and usage history, along with my offer for a massage at a deep discountThank you,
Eric S***
Owner

Complaint: [redacted]
I am rejecting this response because:Very simply, Brandi must have me confused with another unsatisfied customer. I was never AT the facility when I complained so I could not have verbally abused anyone in front of any customers. I called them on the phone and spoke with Brandi directly. I can send my phone records if necessary.
Regards,
[redacted]

This client verbally abused my sales associate on the phone. Her son understood the pricing. I will be happy to give her a refund of $20 she feels she was overcharged if she drops this complaint. On Mon, Sep 18, 2017 at 11:19 AM, [redacted] <[redacted]> wrote:To whom it may concern,I received a complaint regarding a client at Hand and Stone in Livingston. I spoke to the superviser  Brandi and this complaint is not valid. The specifics of this complaint are completely false. Everything was explained to her son and he understood the prices. This woman verbally abused my staff in front of other clients. When I tried to reach out to her her phone number was invalid. Please disregard this claim.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Thank you for your assistance and diligence in resolving this matter. 
Regards,
[redacted]