Saturday, Nov. 12th, I made an appointment at 6:00 pm for a couples massage at a place called Hand & Stone on Camp Bowie (they have several locations). I did this based on a referral from my daughter who had just had a super experience with them the two days ago.
We filled out the paperwork and two ladies called us back to the room. Immediately upon entering I told them the room was way to cold for me and this won't work for me. She replied that my bed would heat up soon and I'd be alright. They asked my fiancé and I if we had any issues. I said about six inch bilateral strip where my bra line is and neck ache on right side. He told the lady to concentrate on his neck that he has a lot of headaches and his upper back. We undressed and they came in, upon where I complained its still to cold and I am shivering and clenching my body. Fiancé said its too cold for her. She tells me to lay on my back face up first, which I thought was strange, but what the heck I don't do this for a living. She proceeds to work on upper shoulders and I have my arms crossed and teeth chattering and I say I can't relax I'm so cold. She feels the bed and says it's coming and comments to the other girl. This continues and she goes to get me a blanket that was paper thin and it did nothing. This continues on to about 10-15 minutes before the end of my session does the bed het up and I could put my arms down to my side.
As I was sitting up I was watching what the other lady was doing to my fiancé. To see if I can learn some things and I realized she never concentrated on his neck, just his back and shoulders.
First thing we said when we got up was how disappointed we were and we had a better massage at Spavia. We then proceeded out to check out and the girl asked how we liked it. We told her of all the issues we had. Her reply was sorry about that. Then she proceeds to tell us about the membership special they have to save us money. I said, as bad as this was I would never come back nor recommend it to anyone. My daughter had a whole different experience apparently. But we won't come back." She then days they can give us another two people to try. No, how much for tonight? She replies, $100.00 each your total would be $200.00 but again we can lower it to 89.95. I'll just pay the 200.00 and give her my card. She asks if I want a receipt and I said yes. I never signed for anything.
I get home and pull out my receipt and had a fit! She charged me 300.00 for the services. I called immediately but it went to voice mail. Called again, because they are to be open till 10, I left 2 voicemails. Pretty sure they were avoiding my calls.
The next day I call and ask to speak to a manager. She pulls me up by the number she sees on the phone so she knew who I was all along. She heard my messages and ignored them. I explain everything I just wrote and she thinks the answer is to come in and try someone else. I WAS LIVID. You don't get it the girl lied and charged my card for 300.00 instead of 200.00 and no signature. I want my other 100.00 back you are stealing and lying to customers. We continued to argue over this concept. I told her I would inform Google, BBB, and Facebook and I have. They lie, steal, and have lousy people working for them that do not listen to the customers needs.
Desired outcome: Put the 100.00 back on my card and I will never visit them again.