Hand & Stone

Avoid Hand and Stone in Jericho. I had been traveling one hour from Westchester to Long Island for services because the massage therapists and estheticians were better. Over the last few months however I have grown extremely unhappy with the level of customer service, particularly from a manager and the owner. I had to fight not to be charged a cancellation fee when there was clearly an error on the online scheduling system. Avoid using the online system, there have been unresolved problems for years. When I requested to speak to the owner to escalate the situation and explained that I never received a confirmation of the booking and did my due dilligence to ensure that the appointment was not confirmed, he just whined to me. Proclaiming that now he had to cover the fee for the massage therapist. He also praised the extremely rude and inappropriate manager's behavior by telling me how she had been there for years. I encountered a similar problem just recently and again, his reply was a lot of whining and excuses without any attempt at service recovery or listening to my side as a CUSTOMER. He needs a good old fashioned customer service class. He then emailed me more whining and complaining after I posted a poor yelp review. If he had only attempted to resolve the issues without blaming me, I may still be a Hand and Stone member. Going to Massage Envy.

Hand and Stone at Kirkwood Highway, Delaware Made a appointment 2 months ago
for three people. I got confirmation and reminders. 4 pm the day before. They cancel my appointment. This is the SECOND Time they cancel me because of staffing issues. I then try to cancel appointment for the other two people NO ONE PICK UP THE PHONE. Try calling several times. Next I go down to the store they tell me I still have TO PAY FOR NOT CANCELLING. I tried . This is WRONG! Would like to take this to higher up.

I had a massage friday May 31st and it was so disappointing. I told the misuse I wanted the massage firm, and it was so light it was ridiculous. and in the beginning, she asked if I needed any particular areas that needed more attention, I told her, and she still did not do anything in those areas! when she was ready for me to turn on my back, I had to tell her again that I needed more work done on the areas I mentioned (hip/lower back) She still did a terrible job. When she told me that the massage was done there was still 7 minutes on the clock! it was like she did not want to do her job at all. I want a refund for the waste of time and money. I am also a member too, so now I am really thinking of canceling it because it was so awful.

This is not about the person who did the service, he was great! This is about the way they run their business and how uncaring they are. I having been going to the brick location for years..even was a member for a while. I was giving a 100 min Swedish massage from my boss, I booked a 100 min but was charged that gift certificate as well as a second one that I had for a full service, which was a promotional card, which when I purchased the cards they told me it no longer expired...that is, till you go to use it. Girl at desk, had an owell, sorry, manager isn't here, and they are not going to do anything for you anyway attitude. When I went to leave, I asked for the cards back and she said to me, why? They arent any good anyway. (I had two, one had 30 on it, the other was a 50 min service) A good friend of mines mother owned a HandS up north and she never ran her store like that. Its very sad, they make a ton of money, but do not want to give good customer service. Its sad that I have gone there over 20 years, always purchase stuff from there, as well as my husband has too... and this is the "thanks for being a loyal customer gets you"

I went to Hand & Stone in Poughkeepsie for the first time and had a back massage by Lucretia LoConte. All I can say is that is was FANTASTIC! She made me feel very comfortable and relaxed. The massage was great. I still feel rejuvenated. Will definitely book another one with her. She is a MUST! Highly recommend. A++++++

I am very disappointed that when I called to use my credit after I cancelled my membership I was just a few days past my expiration date. I don't recall being told that ad it is not on the website. I probably did sign and agreement which said that so my fault but it would have been nice if they would have been more lenient as it was only a week over. I was busy being oriented to a new job as a hospice nurse and then busy working. One would think that if they wanted to keep customers they would have been a bit more courteous. I would not recommend them or go back. Plus the services were mediocre.

Over the many years of being a member, I
had a horrible and all-time worst experience
at the Woodbridge, Virginia location on Friday,
3/25/2022. The therapist damaged my skin
during a very uncomfortable facial. After
speaking with the manager/owner, Chanel
Grant today, 3/28/2022, she lacked
compassion and was quite offensive.
Based on Chanel's attitude, it was evident
and explained why her staff were not
trained properly. Additionally, I spoke with
Patty today (3/28/2022) at the corporate
office. Patty was useless and not helpful as
she stressed corporate did not own the
franchise and could not do anything. Patty
made me feel like I was taking up too much
of her time and did not seem concerned
about my issue but mentioned numerously
that she would just send a note to the
manager with my complaints. I am now
faced with skin damage, extra expenses of
purchasing cortizone to put on my face
daily and will have to pay a copay to see a
dermatologist next week. I will not
recommend anyone to go to the
Woodbridge location. As a result of the
poor customer service and unprofessional
practice at Woodbridge and corporate, I am
cancelling my long-time membership with
Hand & Stone.

SUCKS every time we try to have a couples massage with female mas-sager we have issues such as we show up to find we are scheduled with a male

On my way to my scheduled massage appointment they called me to cancel the appointment. After 40 minute drive and gas spent. They couldn’t accommodate me for today with.another person. I wish I had a gift card from somewhere else instead of leaving my money there.

The following are not mere opinions but pure facts: Bills Heating = Thieves, Frauds, and complete Incompetence from every level - owners to service and installersHire and purchase brand new Trane Furnace, Coil, A/C equipment along with all new ductwork - MAJOR leaks throughout! Thus, still not working (never worked) since June 26, original install....yes...seriously incompetentNow it's Thanksgiving and house is degreesHow embarrassing for this company! Even when permit was pulled - No communication & No required inspections were ever completedTo date, I have talked with office 2xs since as they have electrical code violations and I still need a county inspector, but Bills controls this process and refuses to communicate I have talked with 4-service techs, 2-office staff, Ryan (quality control) and had tech come out in August who then lied on invoice and stated "all working properly." Nate, an owner, has no interest in fixing, Matt, other owner, has chosen not to return calls or remedy himself? ....and this is far from overThis companies inaction AND lack of caring about a family with no heat during the holidays should say enough to anyone readingAll other options are now on table as their liability continues to grow as temperatures of my house are approaching freezing!

Last Update 3/28/1:21:PM [redacted] ) [redacted] Called consumer regarding status of complaint.Consumer indicated that she was refunded for the Feband the Novcharge by business.Consumer indicated that there haven't been any more transactions charged to her credit card by the business.Consumer indicated that she is unaware whether or not the business has closed her account with them as requested

We were told a valve needed to be replaced on systemWe were never given a written estimateOnce they finished the job they said oh yeah the system was empty and we had to charge with all new refrigerant and bill would be When they did the inspection no one ever said the system was empty just needed to replace a valveNo amount was given until after the work was doneWe had provided lbs or refrigerant and then they claim they still needed more afterwe asked why we were told that the valve needed to be replaced and then after the work was done oh yeah we needed to fill the entire system too and that will cost and their response was that we just didn't want to payWe never got or saw estimate and no bill was given until finished

Revdex.com,In regard to complaint #*** filed on 11/with your office, the matter has been addressed with the consumer and her entire service was refunded on Monday 11/10.Should you have any further questions please let me know.Thank
you,Connie L

Do not use Bill's Heating if you expect any sort of followup Their company is completely out of contact I wanted them switch me from electric heat to gas, put in a tankless water heater, and install a gas stove They agreed to it all every time I talked to them, told me it'd be easy, told me it'd only take a day to do, told me they could run the pipes internally, basically they told me a lot of lies Day comes that they are doing the install, and their people go over what their plan is I agree with the work they say they're going to do, then halfway through the day they change their mind and run the line all the way around the outside of my house after drilling several holes in my ceilings and walls They don't finish the hookup that day, even though they promised me one day install They say the'll be by in the morning to fix it Noon comes around and still no one is out, so we have to call and force them to send someone out I finally have heat after almost days without it They still haven't hooked up my stove They refuse to call back even though there has been a voicemail left for multiple people every single weekday for the last week and a half They aren't offering any sort of compensation for the extra time without heat They are apparently trying to cheat Avista as well I've been getting calls from Avista saying they're filing rebates for work they didn't actually do
Sure, their quote is cheap, but don't expect any sort of customer service, care, or followup They are a dishonest company, avoid Bill's Heating & Air completely

Great price on new furnace, very prompt and professional installation Took time to go through paperwork and answered all questions

The following are not mere opinions but pure facts:
Bills Heating = Thieves, Frauds, and complete Incompetence from every level - owners to service and installersHire and purchase brand new Trane Furnace, Coil, A/C equipment along with all new ductwork - MAJOR leaks throughout! Thus, still not working (never worked) since June 26, original install....yes...seriously incompetentNow it's Thanksgiving and house is degreesHow embarrassing for this company!
Even when permit was pulled - No communication & No required inspections were ever completedTo date, I have talked with office 2xs since as they have electrical code violations and I still need a county inspector, but Bills controls this process and refuses to communicate
I have talked with 4-service techs, 2-office staff, Ryan (quality control) and had tech come out in August who then lied on invoice and stated "all working properly." Nate, an owner, has no interest in fixing, Matt, other owner, has chosen not to return calls or remedy himself?
....and this is far from overThis companies inaction AND lack of caring about a family with no heat during the holidays should say enough to anyone readingAll other options are now on table as their liability continues to grow as temperatures of my house are approaching freezing!

Thank you for an amazing job! Our house was a huge challenge, for how small it is, and your team was professional, hard working, efficient and good naturedThey completed the daunting task of installing all duct work for a gas furnace and air condition system in our house, that was built in the 1940's, in a timely mannerSo glad we went with Bill's Heating and Air Conditioning, not only for the great pricing but even more so for the excellent people they have

Please do not give a penny of your money to this company! When it comes time that something is wrong as it did with meA $1,piece that was doing nothing! You get no phone calls back, when you call there's no one your able to speak withAnd absolutely can not speak with the owner( who's in daily) to try and resolve the issues after long month's and lots of frustration it was resolved
I'll never do business with them again nor will I refer them!

I hired this company to install a gas furnace in my house for the *** LEAP programI was advised by the manager to request *** issue the rebate check directly to them and if *** over paid them, they would issue the difference back to me*** paid them $when they only charged $for the workThis company is now refusing to issue me a refund for the difference of $They are taking money that is not rightfully theirs and are having multiple people give me different reasons as to why they cannot/will not issue me the over payment

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*** *** ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***