ComplaintsforMassage LuXe (Lutz)

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Drove 35 minutes to location for massage appointment only to be told that my therapist wasn't available. Asked for a refund and was told they wouldn't give me one. Asked to speak with a manager and not available. Took my information for manager to call me back and manager never did. I would like a refund for this month's subscription.

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The owner fraudulently charged my card for an unapproved transaction. I asked for a call back to discuss the service issue. I did not receive a call. Instead, the manager banned me from their locations without cause since I disputed the transaction with my credit card company which resolved the fraud in my favor. I want a formal complaint filed for fraud.

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have been had a membership with this company for a long time. I have paid excess of ***** a month which I earn 1 hour of credit a month. I called about 8 months ago to cancel and they said that I have to go into the store to cancel, which I have no time to do, due to my current work schedule. I currently have been charged and have 26 hours of massages to use. I asked if I could put a hold on my membership so that I can attempt to use the hours I paid for. She told me I would be charged **** a month while my membership is frozen and I would not be able to use my hours I have already paid for. WHAT??? I asked if I cancelled my membership, if I would be able to use my hours still and she said NO. So if I was able to go for 1 hour every week for the next 6 months, I would still be accruing hours and being charged 55+ a month. She said yes. I asked if she was able to send me an email with a freeze form, how come she can't send me an email with a membership cancellation form? She insisted I had to come into the office to cancel. Fine, I will. But I said, I am going to come in and ask for that form, I do not want anyone trying to sell me anything they can do for me to keep me. I asked her for her name, she said she is not required by law to tell me. I asked her for the manager name. She said she is not required to tell me. Seriously the worst. How can you expect a person to keep paying for a membership with services like this. I would like my membership cancelled immediately. That is the action I am looking for from this business. (A credit refund for half of the time I paid for would be expected as well).

• Initial Complaint

  06/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The beginning of the dispute starts June 2022. I provided a massage at the business for my father as a gift and he unknowingly was tricked into signing an agreement for a monthly membership. He had no knowledge that a membership was being formed and no memory of anyone explaining what he was signing. He thought it was a health waiver. My credit was charged ***** every month on June 10th since. He never returned to the business and was never contacted regarding an account. I discovered the double charging on my statement a few days ago. I also have an account (which I will be canceling) that is charged on the 25th of each month. The statements are on separate billing cycles so I did not notice the charge prior. I have contacted the business several times to attempt and reach a resolution. They have refused to acknowledge their error or make a suggestion for a refund or credits. They offered to combine accounts by spending even more money into a family plan. I have paid almost $800 for no services rendered. My father had no knowledge of this account and never went back to business, they were continuing to collect money for services never rendered and would not communicate with me for a resolution. I am requesting a full refund.

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I called several times, trying to cancel my membership and was told different things first, I had to call my then I had to go up to my home location. Here we are December 28, 2022. I went to the location to cancel my subscription and was told by the employee there at the front desk that I had two hours in my account and I had until February to use the two hours. That same day I scheduled those two hours a week in advance for the following Saturday, January 7, 2023 for a one hour facial and a one hour massage. I was contacted less than 48 hours before my appointments by a manager, and was told I would need to come up to the location again to reinstate my membership so I would not be in their system as a canceled client and therefore they can schedule me accurately according to their system. The location is 45 minutes from my home and was a severe inconvenience to get off of work to drive 45 minutes to my home location just to come back 48 hours later to get the service and cancel my membership. I try to express my concern with the manager in regards to the inconvenience and the total miscommunication that was given the date of me canceling my membership. And the lack of empathy and customer commitment drove me to call corporate. I would like to have this rectified and the policy needs to change for people who are wanting to cancel the membership. They should not have to come up to the home location to cancel the membership and they should be able to schedule their hours/appointments that they have already pay for without the high pressure retention tactics

• Initial Complaint

  08/07/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased a Groupon for services, however was told I could not receive services because I've purchased from Groupon in the past. No where In the Groupon disclosure indicates you could only buy one Groupon. I asked to speak to a manager and they hung up. I called again and she rudely said call Groupon and hung up. I never make complaints nor report anyone, however no business should ever treat their consumers this way. I will never return. And I will make sure to put a review in every forum to make consumers aware of the poor customer service they have. I snapped a picture of my call log demonstrating I was rudely hung up on. Sunday august 7, 2022 2:01 pm

  Business response

  08/25/2022

  Business Response /* (1000, 5, 2022/08/10) */ The policies are clearly stated in writing on the Groupon deal. It states "Not valid for clients active within the past 12 months" and "Limit 1 per customer." Ms. ******' last appointment at Massage Luxe was on 1/3/22 using a Groupon and, therefore, she is ineligible to use another Groupon. We apologize that Ms. ****** did not read the disclaimers on the Groupon prior to purchasing it but we are unable to make exceptions to our policies. We are also unable to assist her further as her transaction was through Groupon so she would need to contact Groupon directly to request a refund for her purchase.

• Initial Complaint

  07/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called a couple months ago trying to cancel. They told me that I would have to come in. Well I am not trying to infect people with COVID. So I just figured I would wait until I was negative. Made an appointment 2 to 3 weeks in advance and they cancelled I have attached the voicemail transcript. I was not sick at the time. I went ahead and just let them reschedule even though I wasn't happy and today I had no choice but to call and reschedule because I am sick and my son in laws mother is in the hospital sick with breathing problems. I literally called 1 minute after the 2 hour cancellation window and they refused to just let me reschedule. Meaning they took 2 hours from my account which equals to $120. Wow... The girl the proceeds to tell me there is nothing she can do. A resolution needs to be made. I have seen other issues with this location and am not shocked they have an F rating. I tried reaching out to the Owners of this location and have had no response so far. The girl that took my call this am was just really not willing to help me she seemed happy to be able to take the hours and out me money. I work hard for my money and this is ridiculous. I started coming for pain issues.

  Business response

  08/19/2022

  Consumer Response /* (3000, 7, 2022/07/18) */ ***Document Attached*** They sent me this bill now. They have still not responded as well as taking the hours from my account. I would like a full refund as well as cancellation of my account. There should be 3 hours in my account. This place is a total scam. Please BBB help. They send a bill after my complaint with no response other than this bill. Business Response /* (1000, 11, 2022/08/03) */ Per the terms of the billing agreement signed & initialed by Ms. ******, "You may cancel or reschedule your appointment without charge up to 2 hours before your scheduled service(s). If you do not provide the required 2 hour notice, you will be charged full price for the scheduled service(s)." Appointments are locked into place 2 hours prior to the appointment time and we are unable to cancel or reschedule them within that timeframe. Ms. ****** was properly charged for the missed appointment on 7/1/22. Ms. ******'s account was also past-due as of 7/3/22. She was sent a letter requesting for her to update her credit card on file and make her missed payment by 7/25/22 to avoid cancellation of her membership for nonpayment. She did not provide updated payment information and her membership was cancelled for nonpayment. As stated in the letter, once the membership has been cancelled for nonpayment, all remaining services are forfeited. We do not issue refunds for properly billed dues and Ms. ****** no longer has an active membership at our facility.

• Initial Complaint

  02/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I Called to cancel mine and my husband's membership due to financial hardship. They stated I needed to come in person I explained I moved and it's not convenient to drive there. the girl that answered the phone didn't care. I drove an hour to get there for her to tell me she couldnt cancel my husbands membership because he wasn't present. I explained I wasn't told that on the phone and asked to speak to a manager and that I could get my husband on the phone if needed. She said she doesn't have a managers phone number and there was no manager on site. The manager was sitting behind the wall and wouldn't come out. My husband is now forced to miss work to drive over an hour cancel his membership. The worst customer treatment I have ever experienced.

  Business response

  03/02/2022

  Business Response /* (1000, 5, 2022/02/23) */ Both Ms. K***** and her husband's accounts were already cancelled on 2/16/22. Consumer Response /* (2000, 7, 2022/03/02) */ The business contacted me and resolved the issue. Please close case. Thank you kindly, Mattie K*****

• Initial Complaint

  02/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They never refund my money they owe me money am they closed down

  Business response

  03/24/2022

  Business Response /* (1000, 10, 2022/03/04) */ In reviewing the customer database for this location in Lutz, FL, we were unable to locate any current or past customers at this location by the name of ******* ******. We believe this complaint has been filed against the wrong location, as this customer appears to have visited the Lake Shore, CA location but has never visited this location in Lutz, FL. As all locations are independently owned and operated, we are unable to assist this customer in resolving their dispute with another location. We invite the customer to contact the Massage Luxe corporate office at XXX-XXX-XXXX, and they will be happy to assist further.

• Initial Complaint

  02/09/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a Groupon coupon that allowed me to schedule a couples massage for my boyfriend and I, for a great price. We went, the massage was great. As we were leaving, the employee mentioned we are able to continue a subscription monthly for only $15. So we paid and said it was a great deal. A month later i get charged $60 for us both, meaning $120. I never agreed to this, we were lied to, I'm a broke college student and would never have agreed to spending that much on a massage in the first place. I called the place and asked about the employee and why we were lied to and she said we can't process a refund and to even cancel the account i have to come in person, which we went an hour out of the way to go to, since it was the only location that had open bookings for a couples massage. I simply don't appreciate being coerced and lied to just so an employee can make profit off of it. I would like to receive a refund as this is something i did not agree to and cannot afford right now.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩