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Hand & Stone Massage and Facial Spa complaints

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124 South Point Blvd
McDonough, GA 30253 | Get Directions

(770) 901-2428

http://www.handandstonemcdonou...

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Total Amount in Dispute:
$212.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our records indicate the company failed to respond to the one complaint brought to its attention.

Complaint Closing Statistics

1 complaints against Hand & Stone Massage and Facial Spa closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
1	Unanswered

1 complaints against Hand & Stone Massage and Facial Spa

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9/24/2023

RESPONSE: Complaint was not answered Amount in Dispute: $212.00 Amount Settled: $0.00

Customer Complaint

8/29/2023

I closed my account by going in the building and signing the required documents stating I was ending my subscription but unbeknownst to me the money was continuing to be taken out of my account. After speaking with a manager explaining to her situation and that I called received instruction that I would have to come in person and cancel and that I followed their protocol to end my subscription and her questioning why it took me months to notice the money was still being drawn out which was very accusatory and condescending she finally agreed to return my money. She assured me my reimbursement which originally was 350 dollars would be returned due to the fact I followed the protocol and came in signed the required documents to end my subscription. About a week or two later I left a message on a customer site then I received a call saying the money was returned but it had not at that time a day or two later I received Only 2 payments of 69 dollars in my account . The only reason I canceled the subscription is because of my schedule conflicts now I had no idea they were going to put me through so much to receive what is owed to me. I held up my end and followed the rule of this business but this business has not corrected their mistake. Resolution Sought I would like my money returned.

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