ComplaintsforMassage LuXe (Lutz)
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Complaint Details
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Initial Complaint
01/17/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I have been a member for over a year and a half and never missed an appt. I called in to reschedule an appt to yesterday 1/16/22 a weeks ago and I did attended the appt. As I checked out and scheduled my next appt in Feb and no one mentioned I was still scheduled for an appt this morning 1/17/22. I received a phone call and was advised I was going to be charged a no show fee of $50. I explained the situation and they refused to allow me to speak with a manager and gave me corporate's phone number who does not answer the phone. I left a message and advised to cancel all my appts and membership. I do not want to be charged a penalty for canceling the membership and I would like to be reimbursed for the $50 charged today for their error.Initial Complaint
01/08/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I scheduled a deep tissue massage as a member with this company based on the recommendation from front office staff about which therapist is capable of providing a deep tissue massage. When I arrived, the therapist took me back approximately 15 minutes late. She proceeded with a horrible massage that was no where close to what was being presented as a deep tissue massage. The therapist was actually sitting next to me while she was rubbing my back. I stopped the massage early and left with approximately 40 minutes left on the scheduled time, bearing in mind she took me back late. The front office staff told me they would still be charging me the full 90 minutes. I called for a manager the next day and was told they weren't in, only after leaving my hold after asking why I was calling. The mysteriously missing manager told them to take a message. I asked when I would receive a call back and was told they don't know if I would receive a call back and they can only take the message. I asked who would be calling if they called me back and was told they cannot provide that information. After being refused to speak with a manager and them not providing me with the information, I told them I would cancel my membership and dispute the charge and was told to go ahead. I canceled my membership and when I disputed the charge with my credit card company for a combination of services not rendered as well as services grossly misrepresented, the facility responded with libel accusing me of credit card fraud as trying to deceive the company in to thinking my dispute was for unauthorized purchase.Initial Complaint
10/18/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I had put my account on hold. I was told I would be charged $5 per month to keep it on hold. However, I was informed that my account was canceled, my hours, and Luxebux revoked due to the card not going through for 6 months. My issue is, that $20 in luxebux was forfeited and never applied to my monthly charge would have prevented it from being cancelled and I would not have lost everything. I contacted the office and they stated there is nothing that can be done. I just got a letter from them recently about the account but when I called to square things away I was not gird that everything was cancelled and forfeited. I was never advised that anything would be canceled or forfeited considering my account is on hold!Business response
11/17/2021
Business Response /* (1000, 5, 2021/10/20) */ 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 Ms ******** appears to have had a membership at the Chandler, AZ location but has never visited this location in Lutz, FL. As all locations are independently owned and operated, we are unable to assist Ms. ******** in resolving her dispute with another location. We invite her to contact the Massage Luxe corporate office at XXX-XXX-XXXX, and they will be happy to assist her further.Initial Complaint
09/25/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Their membership is a scam. I paid for 3 months of service and never used a massage but was informed if I don't keep my account in continually paid standing I would be able to use the massages I already paid for.Business response
10/12/2021
Business Response /* (1000, 5, 2021/09/27) */ 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 Mr. ****** appears to have a membership at the Wentzville, MO location but has never visited this location in Lutz, FL. As all locations are independently owned and operated, we are unable to assist Mr. ****** in resolving her dispute with another location. We invite him to contact the Massage Luxe corporate office at XXX-XXX-XXXX, and they will be happy to assist him further.Initial Complaint
09/18/2021
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I purchased a Groupon for my sisters birthday for her to get a massage. I realized it was expiring soon so I went ahead and booked an appointment for her at the Linebaugh location in Tampa, Florida. So if I had not mentioned the Groupon while booking the appointment I definitely could have used it another time, however, being that they asked I gave them the information. My sister (who is pregnant and was scheduled for a prenatal massage) was not feeling her best and since I was working I was not able to contact the location and let them know that she would need to reschedule. I called them shortly after the appointment time (2 p.m) to see if there is anything they can do since my sister is a first time client and not only did they redeem the Groupon they also don't even give you an option to reschedule for another time. They just take your money for the missed appointment, talk about horrible customer service! I asked to speak with a manager who apparently is unavailable until Monday.
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Customer Complaints Summary
15 total complaints in the last 3 years.
2 complaints closed in the last 12 months.