ComplaintsforHand And Stone

• Initial Complaint

  03/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a massage subscription through Hand and Stone in Panama City Beach, Florida around 2019. Upon purchase of the membership, I was told there would be unlimited sharing with my spouse in other locations besides Panama City. We reside in Virginia, and found out that wasn't true. Spouse was only able to use the membership 2 times before they would have to purchase their own membership. We have been charged $69 every month for something only one of us can use although we were initially told something different. We want to cancel our subscription and ultimately recoup (some or all) of our money which was $69 a month for those years the membership has been active.

  Business response

  04/13/2023

  I have done some research on Client Matthew ******** concern. He has signed up for a membership at our location in Panama City Beach on the date of 9/5/2019 under prior management and ownership. By placing a credit card on file and authorizing monthly payment deduction the member purchases a membership for the duration of the membership period. All monthly prepaid services expire (90) days following the membership end date or termination. Each store nationwide is independently owned and operated, but with store policy in place we require a cancellation form to be completed to process a membership termination. By corporate policy they are made aware during initial sign up they can only transfer 3 credits to a friend or family in a year span. Due to our Spa software- we can only refund two months' worth of payments depending the time frame (60 days-month to date). I have received communication with Client for this regard; nor did I get a request form to cancel the account. With policy membership termination policy, they may terminate the account by giving us a written notice of termination. After the notice of termination is submitted, one final monthly payment will be charged on the next regularly scheduled payment date. Due to this circumstance. I have went ahead and closed this account- so there are not further charges and refunded what we could. I have refunded 3/5/23 and 4/5/2023 payments and provided an email receipt to the client. 
  
  We provide other options for guest as well. Members are able to purchase Giffard's at member pricing for guest. The gift cards do not expire and can be used nationwide. This would have been a great alternate option for Matthew to provide for his guest. 
  Attaching Membership details and proof of refunds. 

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