ComplaintsforMassage LuXe

• Initial Complaint

  04/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Was lied to about contract. Had a Groupon. Received my massage. Told if I pay $15 now I will get 2 more massages and can cancel membership by APril 7 and not be charged anything. Had to go in to cancel and did end of March. Credit card was billed $60 on March 9. I called and was told I should have read the fine print. Shame on them!

• Initial Complaint

  03/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  On 3/24 I was informed by MassageLuxe Palm Harbor that I would not be charged any additional costs beyond the 2 sessions I had as credit on my account. however upon check out.i was told there would be extra charges. When I asked about why.The front desk staff admitted they made a mistake. That they informed my esthetician who was clear with me before services were rendered that I would have no additional costs. At that time your front desk staff contacted management and in ear shot of me explained they were the ones who gave the incorrect information - I expected this matter would be resolved in my favor as I clearly had not been informed of the correct information before receiving services and I had made it clear I would not have asked for / approved or accepted the add on services had I been accurately informed of the extra cost Since this mistake was admitted repeatedly (along with some apologies) by both front and back office staff I expected to have those extra charges removed Sadly I wasnt treated as expected. Not only was I informed I would still be expected to pay but that I would also not be allowed to cancel my membership unless or until I paid those extra costs that were incorrectly quoted I have a legitimate right to refuse to pay extra costs when I was quoted them incorrectly by your organization in advance of services being rendered The mistake is the companies - as a customer I dont accept responsibility to financially pay for their staff mistakes when I had no ability to make a fully informed decision in advance - and in this case I was clear I wanted to ONLY use my last remaining session amounts - that I didnt want to have anything beyond Despite this dispute the manager directed the front desk staff to process $52 extra to my card on file. I will be disputing the charges through my credit card company but in light of how these events transpired - on principle I want to inform the BBB and warn others

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had an appointment and I got called into work and had to cancel the appointment an hour before hand. I had a gift card I was going to use for my payment. They asked to put a card on file when I made my appointment, and I was told they werent going to charge me. However when I cancelled, at 12 pm (my appointment was at 1pm), they told me they were going to charge me full price although I wasnt receiving the service. They wouldnt even let my sister come in my place either. I told them I wont pay for a service I didnt receive l. They have now tried to charge my card 5 times in 30 minutes. This is a ridiculous policy, I am in the service industry and i of course dont appreciate a client cancelling, however emergencies happen and I would never have a client or customer pay for a service they didnt receive and certainly not FULL PRICE I could even understand a percentage. I have locked my card and will be getting a new debit card due to the amount of times they have tried to charge me. They also told me I am no longer welcome there which is fine I dont know why I would go there again anyway.

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was double talked into giving my credit card for services not rendered yet. No paperwork was given to me . I was told I could cancel at any time . When I called to cancel I was told I could not cancel ..

• Initial Complaint

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a massage through Groupon to be done at Massage Luxe in ***********, **. I called today , 11/17/2022, to schedule a massage for today and we were in the process of doing this, when a gal interrupted (*******), saying I could not use the coupon at their facility because I had had one massage there this year.and this policy was made by the corporate office. We hung up; I called the ************ and was told that ******** statement was false. Massage Luxe Franchises are privately owned and the owner makes the decisions. If there is such a policy, It should be clarified in the ad on Groupon. I would not have considered having a therapeutic deep tissue massage there.

  Business response

  11/23/2022

  This policy is plainly stated on the groupon deal, please see attached screen shot taken directly from the about this deal section of the groupon. **************** last visited a Massage Luxe spa on 8/20/22 and is ineligible to use a groupon until 12 months from her last visit. As groupon is a third-party site and her purchase was through them, she must contact groupon directly to obtain a refund.

• Initial Complaint

  07/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Massage luxe in palm harbor Florida is a scam. They sign you up for a membership and took $60 a month out of my checking account. It is supposed to get you one hour of massages a month. The hours were allowed to be built up I was informed. When I called today , they told me very nastily that my membership was cancelled and all my hours were forfeited. So I basically paid multiple months of massage services that I can't use. So they have over $500 from me and will not honor any massages. They have multiple bad reviews online of them doing this kind of bad business with many people. They need to make this right. There was no explanation at all from the rude employee , just stated that's how it's done. I asked for the corporate number to complain and of course nobody is available to speak to. They only have an answering machine.

  Business response

  08/12/2022

  Business Response /* (1000, 5, 2022/07/25) */ Ms. ****'s membership was cancelled for nonpayment in August of 2021 and all unused services on the account were forfeited. At the time of cancellation, she was 60-days past due and owed July 2021 and August 2021 membership dues. Should she wish to reinstate her account and restore the forfeited services, she would owe $59.99 membership dues for July 2021 through July 2022, for a total of $779.87. She is welcome to come into the spa anytime during business hours to update the payment information on her account and make this payment to restore her membership. Consumer Response /* (3000, 7, 2022/07/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Ok false but more so. What about the services that were paid for ?????? Why were they forfeited. ? ??? Why should you get payment and not honor the massages ? How is is that right or fair ? If I I cancelled my credit card should I not make the payments on it anymore ?? Same idea. Not a chance I'd pay anymore or step into the establishment again. I need to be reimbursed for the months I paid for that you will not honor. Next step will be I'll escalate this and contact my credit card Company. You know you are a scam and it's disgusting you have these business practices. The reviews online are fitting. Business Response /* (4000, 9, 2022/07/27) */ The billing agreement signed and initialed by Ms **** clearly states that memberships must be current and in good standing in order to use any accrued services. It also states that no refunds are issued for properly billed dues. We would be happy to provide her signed billing agreement to her credit card company, demonstrating that the charges were correct authorized by Ms. ****. Consumer Response /* (4200, 11, 2022/08/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once again I paid for the services. When I choose to use them is up to me. You cannot keep my money and cancel my services. I'll definitely be fighting you on this. I'll be contacting whoever I need to contact to make sure that you guys are totally exposed for the scam that you are. I've already left negative reviews, I've told other patrons patrons to leave negative reviews, I will stand outside of your establishment and tell everybody walking in not to go in there. I'm also going to report you to Groupon as well. And I will be contacting my credit card company

• Initial Complaint

  04/30/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Early April I called to make an appointment at Massageluxe. I told them I'd call back to confirm. Two days later they said I was a no call no show, taking almost $100 from me without telling me! April 23 I came in to use a massage credit. Most of the times I have issues but that day Tonya was a great therapist. I booked for April 30 the same time. When coming in I was told the appointment had been cancelled! There was three (rude) desk women, no clients. They said they called. I asked if they put anything in writing and they said no they don't do that. I paid my membership this month. I paid $50 for childcare today. $50 last time when they said I had a no call no show the day before. I have over $500 of massages I have not used. My treatment today was abusive. Whitney and Alex were there. They have face piercing and looked dirty. They were super aggressive and completely unprofessional. I will NEVER return to that place as it is unsafe and untrustworthy. They gave me a wrong number to call. I want a full refund for six months never used that I will never use now. Plus childcare and a massage I had to pay for today when they cancelled my appointment with no notice in writing! That is $728. Please pay immediately and fire those treacherous desk girls. Happy to provide child care, gas and other massage receipts for todays loss

  Business response

  05/17/2022

  Business Response /* (1000, 5, 2022/05/04) */ Ms ****** is a member at our location and upon joining signed a billing agreement and initialed a box which states "Your account must be up to date and in good standing in order to use your accumulated time/sessions." Ms. ****** has actually updated her credit card on file numerous times during the term of her membership and has actually signed/initialed this billing agreement on six separate occasions so she should be well-versed on the existence of this policy. On 4/23/22, she scheduled an appointment for 4/30/22. However, her credit card declined when we attempted to process her monthly membership dues on her billing date of 4/26/22. She was called on 4/27/22 at 11:42am and a voicemail was left stating that she needed to call us back by the end of the day to get her account back into good standing or we would have to cancel her appointment for 4/30/22. We never heard back from her but gave her a second courtesy call on 4/28/22 at 10:27am to try an update her account so she could keep her appointment. Ms ****** did not answer so a second voicemail was left informing her that, per policy, her appointment on 4/30/22 was being cancelled due to her account still being past-due. Ms. ****** never returned either of our calls but showed up on 4/30/22 for her previously scheduled appointment. She was reminded that multiple voicemails had been left informing her of the appointment cancellation. She told the front desk associates that she doesnt check her voicemail and berated them for not attempting a different method of contacting her. In reviewing Ms ******'s account, there are notes that she has been called by our staff on 16 previous occasions to update her account for past-due membership dues. Each other time, she seemed to receive our voicemail messages, as she did in fact call back to bring her account back into good standing on all of those prior occasions. Not only is our system not set up to notify past-due customers via any other means than phone call, but it stands to reason that Ms. ****** should be well-aware of how our collections process works, having been through it numerous times. Lastly, per the billing agreement signed by Ms ******, Massage LuXe "shall incur no liability if we are unable to completely process any of your payments..." Thus, Ms. ******'s expenses are entirely her responsibility. We additionally do not provide any refunds for correctly billed membership dues. Regarding her missed appointment on 4/8/22 at 6pm, Ms ****** was properly charged using an hour off her account. She made that appointment on 4/8/22 at 11:29am and was sent an automated confirmation email at the time of booking. She read this email at 1:35pm on 4/8/22. A second automated reminder email was sent at 4:10pm and read by Ms. ****** at 5:42pm. She did not show to the 6pm appointment and was called at 6:03pm and did not answer. A voicemail was left reminding her of our cancellation policy and that a missed appointment would be checked out using the accumulated services on her account. Ms. ****** never contacted the spa to state this appointment was booked in error despite reading two appointment confirmation emails prior to the appointment time. The same billing agreement signed/initialed by Ms ****** on multiple occasions also spells out our very lenient cancellation policy. "By initialing this box you acknowledge that you may cancel or reschedule your appointment(s) without charge up to 2 hours before your scheduled service(s)... If you do not cancel your appointment pursuant to the cancellation policy of the spa where you made your appointment, you will be charged full price for the scheduled service(s)." Ms. ****** was correctly charged for the missed appointment per policy and is therefore, not entitled to a refund for this service either. Consumer Response /* (3000, 7, 2022/05/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) My account was in good standing when I arrived for my appointment last week. Due to the negligence of the company and bait and switch marketing, I had to pay $100 for a massage elsewhere and money for childcare. I will need to be reimbursed for both as well as this months dues, since you were not able to provide the services as aligned in our agreement "Your account must be up to date and in good standing in order to use your accumulated time/sessions." Any change of agreement, such as cancelling my scheduled appointments, should be done in writing. It was not. When I came into the facility on 4/30 I should have had my appointment but did not. Furthermore, the outrageous front desk clerks were absolutely rude, confrontational, condescending, ad as said, due to this, I will not be able to use my accumulated credits and am asking for a full refund. On 4/9 in the afternoon I called to confirm my appointment for that night, that was made the day before on 4/8. I would like to hear those phone recordings. Once again, I did not have an appointment scheduled until the next day. This company has been paid by me, consistently for almost three years. This is about not only about unilateral communication, **** poor customer service, but also a behavior and safety issue that is now keeping me from being able to use what I have paid for. Since you have not and cannot provide me with what I have paid for I am demanding that it be refunded in it's entirety. Once that is done I **** not seek compensation for the excess costs your business caused me for childcare and finding my own services on the day in question. Thank you Business Response /* (4000, 9, 2022/05/11) */ Ms ****** is a member at our location and upon joining signed a billing agreement and initialed a box which states "Your account must be up to date and in good standing in order to use your accumulated time/sessions." Ms. ****** has actually updated her credit card on file numerous times during the term of her membership and has actually signed/initialed this billing agreement on six separate occasions so she should be well-versed on the existence of this policy. On 4/23/22, she scheduled an appointment for 4/30/22. However, her credit card declined when we attempted to process her monthly membership dues on her billing date of 4/26/22. She was called on 4/27/22 at 11:42am and a voicemail was left stating that she needed to call us back by the end of the day to get her account back into good standing or we would have to cancel her appointment for 4/30/22. We never heard back from her but gave her a second courtesy call on 4/28/22 at 10:27am to try an update her account so she could keep her appointment. Ms ****** did not answer so a second voicemail was left informing her that, per policy, her appointment on 4/30/22 was being cancelled due to her account still being past-due. Ms. ****** never returned either of our calls but showed up on 4/30/22 for her previously scheduled appointment. She was reminded that multiple voicemails had been left informing her of the appointment cancellation. She told the front desk associates that she doesnt check her voicemail and berated them for not attempting a different method of contacting her. In reviewing Ms ******'s account, there are notes that she has been called by our staff on 16 previous occasions to update her account for past-due membership dues. Each other time, she seemed to receive our voicemail messages, as she did in fact call back to bring her account back into good standing on all of those prior occasions. Not only is our system not set up to notify past-due customers via any other means than phone call, but it stands to reason that Ms. ****** should be well-aware of how our collections process works, having been through it numerous times. Lastly, per the billing agreement signed by Ms ******, Massage LuXe "shall incur no liability if we are unable to completely process any of your payments..." Thus, Ms. ******'s expenses are entirely her responsibility. We additionally do not provide any refunds for correctly billed membership dues. Regarding her missed appointment on 4/8/22 at 6pm, Ms ****** was properly charged using an hour off her account. She made that appointment on 4/8/22 at 11:29am and was sent an automated confirmation email at the time of booking. She read this email at 1:35pm on 4/8/22. A second automated reminder email was sent at 4:10pm and read by Ms. ****** at 5:42pm. She did not show to the 6pm appointment and was called at 6:03pm and did not answer. A voicemail was left reminding her of our cancellation policy and that a missed appointment would be checked out using the accumulated services on her account. Ms. ****** never contacted the spa to state this appointment was booked in error despite reading two appointment confirmation emails prior to the appointment time. The same billing agreement signed/initialed by Ms ****** on multiple occasions also spells out our very lenient cancellation policy. "By initialing this box you acknowledge that you may cancel or reschedule your appointment(s) without charge up to 2 hours before your scheduled service(s)... If you do not cancel your appointment pursuant to the cancellation policy of the spa where you made your appointment, you will be charged full price for the scheduled service(s)." Ms. ****** was correctly charged for the missed appointment per policy and is therefore, not entitled to a refund for this service either.

• Initial Complaint

  01/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The business is not allowing me to cancel my membership via the phone call. However, I was told when signing up (and it is also listed in their Spa policy guidelines) that you can cancel by phone call. I spoke with multiple people at their location, and they have provided differing answers. But, it is stated on their website that I can cancel via phone call.. but they are asking me to come in (Which I cannot do due to relocation), or to send in a certified letter (which I am capable of doing, but shouldn't have to given the pre-contracted commitments).

  Business response

  02/10/2022

  Business Response /* (1000, 5, 2022/01/25) */ The billing agreement Ms ****** signed when joining the membership clearly states: "No changes to your account will be accepted over the phone or via personal email requests."

• Initial Complaint

  10/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I used to have a massage membership at the palm harbor location which most of the time was frozen however the hand full of times I received a massage they were all great! The First Lady I had ended up leaving a guy I had was excellent! No complaints during my membership, but I did cancel it. At One visit I took my daughter with and she then signed up for the membership. She's a busy girl with college and work so had four one hour massages built up so I came for a massage using one of hers with the understanding it was $20 as a transfer fee I guess all good. Two days prior to our massage appointments I specifically called for my daughter as she did not want a particular person doing her massage, she had her twice and just wasn't the best one for her, I had never had this lady. On the call they said no your daughter doesn't have that therapist. Ok I hung up to arrive for our massages and it turns out I end up with this person I assumed anyway...first off she was late getting me

  Business response

  11/05/2021

  Business Response /* (1000, 8, 2021/10/20) */ Ms. ****** received an hour-long massage session at our spa. Every customer signs an acknowledgement with their intake paperwork that they are welcome to end the session early if they are uncomfortable or not enjoying their session for any reason. Ms ****** did not elect to do this and received the entire massage session. Additionally, if there was a particular therapist that she did not wish to see, she could've addressed this with the front desk when the therapist came to get her for the service. She only began to complain about her service when she was asked to pay for the service. She became very rude and personally insulting the therapist, loudly referring to her as "the old lady" multiple times in the lobby in front of the spa employees and other customers who were checking in and out for their sessions. Ms. ******'s behavior made the front desk employees extremely uncomfortable. We are proud to employee individuals from a variety of diverse backgrounds and just very are thankful that the therapist did not overhear Ms. ******'s insulting statements. Ms. ****** is absolutely expected to pay for the service she received in full and not only will no refund be issued, but based on Ms. ******'s behavior, she is no longer welcome in our place of business. Consumer Response /* (3000, 10, 2021/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) First off I did not receive a massage and definitely not the full hour lotion rub or even 50 minutes that the front desk lady said it actually was that no massage was an hour! I was in late out early that's not 50 minutes unlike my daughter who was in before me and out later. I had great massages previously that this business is not acknowledging! Cancelled my membership living to far away but my daughter had si many built up I chose to use it. Plus I called literally two days prior to appointment to specifically ask not to have this older lady for my daughter as she had her twice and said please make sure I don't again yet they kept her for me common sense would say to me at least to change it for me also. It takes a lot for me to complain and I know this ladies had complaints witch is sad and it's going to continue. Management was great before also! My daughter and I were rushed to the back quick and could hear also everything in the front knowing the guy was from Minnesota which we are too kinda funny because I never wanted ti mention that because I only know Minnesota nice anyway this was not a yelling carry on more than the two in the front talking while we sat in the back. This was not a "massage" I received and I wish you'd acknowledge that knowing plenty complaints have been made. And I cancelled my membership so no worries on me revisiting however something should be done in this and a refund this the only option plus the $58 my daughter had come out of her account membership before she cancelled! Because we both cancelled it's obvious the service Business Response /* (4000, 12, 2021/10/31) */ Ms. ****** booked an hour-long massage at our spa and received the entire session. She only began to complain about her service when she was asked to pay for it. Ms. ****** is expected to pay for the service she received in full and no refund will be issued. We are considering this matter closed.

*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. ↩