ComplaintsforMassageLuXe

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Got a membership back in Sept 22. When I signed up I asked about the cancelation policy. I was told any unused massages that were paid for I would be able to use. I asked for how and was told they do not expire. Well fast fwd to 24Mar23 and I went in to cancel my membership. I was asked if there was a reason. I told them do to work I don't have time to schedule appts in advance and by the time I know my schedule they have no openings. They started the cancelation process and let me know the accrued massages had to be used within 60 days of last billing statement. Since it was almost time for next payment I actually had 30 days to use the 5 massages. I told them what I had been told and they said it was incorrect. I then stated if I was unable to schedule a single appt in 5 months, it's highly unlikely I'll squeeze in 5 massages in 1 month. She let me know it was ok that I had and additional 6 months to use them(and pay a $20 fee) or gift them and whoever uses them pays a $20 fee. I asked for a corporate number to further discuss this and she replied she could grab the manager ***** for me. A young lady came out, never introduced herself and said you wanted a corporate number here you go and wrote it down for me and walked away. I called the number and the prompts directed my back to the store since they are franchises and need to be handled at the franchise level. I called the store back and asked for the manager. ***** picked up said she couldn't give out numbers when I asked for the owner. She said she had my information and would pass it on to district manager and I would get called back later that day or the next day. No phone call as of yet. Called the store again got a different girl and she explained the DM has been in meetings that's why I've received no phone call. Apparently she can only when she is in that specific store. She said sorry, she has my information and will give to the DM next time she comes in. She just doesn't know when that will be.

  Business response

  04/01/2023

  We have already been in contact with **** and have provided him additional time to use up any remaining massages.  He indicated that he was happy with the solution offered.  Please let us know if you need anything further from us.

  ******* *******

  Director of Operations

  ************

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