Hand and Stone Spa

On December 6. 2022 my child woke up sick so I took her to doctor and she tested positive for Covid. I called Levittown, NY Hand and Stone and said I had to reschedule and told her why. She informed me that if they couldn’t reschedule my appointment I would be charged! I have never cancelled before and I am a member and cancelled bc of covid! She was rude and kept saying the therapist is losing money. So would they rather expose the therapist and entire place to Covid? This is absurd and unfair business practice! So much for customer care and concern for their employees or other customers!

On March 18, 2020 I contacted the corporate office for Hand and Stone Massage and Facial Spa because I was unable to get my massage, that I schedule for medical reasons, and that I had prepaid for, because the company elected to close its spas due to the Coronavirus. Or at least that’s what I believe since I have had not received any contact from Hand and Stone as to why they are closing their spas. Hand and Stone was not mandated to close, they elected to do so. It would be different if they were ordered by the state to close, but that’s not the case.

The person who answered the phone, who refused to give me her name at first, was rude, didn’t listen to my concerns, yelled and told me there was no cause for concern, “because it’s just a massage,” and then hung up on me. I called back several times to speak with her supervisor, but she kept disconnecting the call. After asking multiple times, the representative told me her name was Carrie. She also told me that if I kept calling it would be considered harassment.

On the 14th of each month, I am charged $59.95 for massage services. I am not able to use this month’s massage that I have prepaid for, but Hand and Stone is refusing to refund me for services they are not delivering. That is breach of contract and that is not acceptable. I am attempting to resolve this issue with the business, but they are refusing to help. I am not able to contact the spa where I get my services because they are closed and the only one I can reach at the corporate office is Carrie, who couldn’t be more rude or unhelpful if she tried. Her assumption that it is “just a massage” is incorrect. As I stated earlier, I get massages for medical reasons and I am unable to go to another provider because Hand and Stone is refusing to refund money that they withdrew from my bank account for services they are not providing. In addition, I tried to schedule a massage for March 14, 2020 , the day the monthly charge is withdrawn from my account, but there were no appointments available. The soonest appointment I could get was for March 28, 2020 but Hand and Stone closed their doors.

There is no timeframe for Hand and Stone to reopen and the back log of appointments will be huge. As it is, I have to schedule an appointment four to six weeks in advance for my massage therapist so while a service that I prepaid for may carry over, it will be months before I will be able to use it, if I am able to utilize it at all.