Hand & Stone Massage and Facial Spa — Local services in Frisco

My husband suggested I purchase a membership to help with muscle spasms stemming from bi-level cervical neck disc replacement surgery 10 months ago. The massages have been beneficial. However, the headache of dealing with scheduling mix ups, unauthorized billing, and implementing new/updating policies without notifying members on a monthly basis has been extremely stressful and unacceptable. After the first of the year, my husband and I had finally had enough and made the decision I to cancel my membership. I spoke with Julie, who in order to keep me on and make things right while they re-organized staff and new policies, offered a complimentary massage and again reassured me that the previous issues I’d experienced would no longer be areas of contention. I gave them a second chance, agreed to the free massage, and decided I would give then until February. If no issues by then, I would keep my membership. Today was my scheduled complimentary massage. My husband and I moved our lunch date in order to accommodate my massage time as I would be coming from updating case notes with a client I’d been working with from 7a-11. I rearranged my whole day because I really needed the therapeutic relief from soreness and muscle spasms in my neck, shoulders, and lower back. Also had a raging headache which would have benefited from the massage. I go to check in and I see another client going back with my regular therapist at the time I was booked. I give my name to a receptionist, who through a very confused facial expression stated she did not see an appointment for me. Immense disappointment immediately set in; followed by anger. How could this happen??? Again??? Now??? I explained that I’d spoken with a manager named Julie who was doing everything to make things right so that I wouldn’t cancel my membership. How could she not have scheduled the appointment??? I mean she repeated back the time and made sure I was scheduled with my regular therapist. I was asked to have a seat while they called Julie. 15 minutes after overhearing the receptionists talk about me negatively one of them came over to ask me if I would like to reschedule. I was livid! And with a lobby full of people I decided to take my frustrations to Google as working with management and owners is ineffective. This should never...

I absolutely felt the need to leave a review. I booked a 90 min couples session for myself and my husband that was very much needed and looked forward to. After filling out the online intake form online at home previous to that morning and is necessary to start the whole process (as we all know) apparently this is not even reviewed. We were brought to the couples room and in a matter of 1-2 minutes the therapist had no clue of my intake form. With what I was looking for…Hadn’t even looked at it. (???) Then why have guests fill this out? I then tell her what I’m looking for, which is pretty simple but not what was provided as some therapist steer you into their routine. The therapist was very polite. However. If you have been giving massages for 10+ years I really really hope management is going to take this info and help your future clients to not get the same results. Read the intake form regarding your guests. That way you have an idea what the client is looking for. Absolutely CUT your nails. As this is essential when providing a massage. My neck and face completely was scratched by you. Do not grind over the guests spine with your elbow when working the back. It feels horrible and painful. Overall. This is why it’s difficult for new guests/clients to spend their money on a service. You never know what you are going to get. You hope it’s good. Sometimes it is. But sometimes it’s just really disappointing....

I signed up for the membership but I found Hiatus Spa to provide better quality, service, and customer service. I have been calling this location and no one can ever cancel my membership when I call. They tell me someone will call me the next day. This happened twice and neither time was I called the next day. They finally called me at 8:45p on Friday right before they closed. I missed the call but I couldn’t call back until Saturday because they were already closed when I would have been able to call back. Saturday I was immediately placed on hold upon calling and was on hold for over 10 min. I called back and they wanted me to hold again. I don’t need them to call me. They have my email on file, they just need to email the cancellation form. No other location nor corporate can cancel my membership. Corporate is an automated service that refers you back to the location you signed up. Maybe they’re busy, but it feels like they’re trapping me into a membership I don’t want.

Update: I was finally able to get them to send me the termination form which the assistant manager prefilled which indicated I would not be charged again. She called me after I filled out the form and verbally confirmed I would not be billed again and cancelled the appointment I had scheduled. A week later the general manger emails me to tell me they are going to charge me again. The staff here are extremely unprofessional...