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ComplaintsforMassage LuXe
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/30/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
i have been a member for years , last year i never can get in for a massage , on 09/29 was told no appt available for the month of october, i have 13 hours built up , i would like my money back thank you ********* ********Business response
10/01/2021
Hi, unfortunately I do not have access to your information as I am not over this location.
I am only over the Creve Coeur MassageLuXe, Brentwood MassageLuXe, Kirkwood MassageLuXe, and Rock Hill MassageLuXe locations.
However, I did pass along your complaint to your home location which is Cottleville MassageLuXe. Their email address is [email protected] if you would like to contact them as well.
Please let me know if there is anything else I can do to assist you in this matter.
***** *****
District Manager
h*****@massageluxe.com
Business response
10/18/2021
I spoke with my manager about this clients complaint about not being able to get in for a service for the month of October. My team offered to transfer her to another location that had the availability she was looking for. ********* was not happy with that response and wanted to speak with someone higher up.
I personally spoke with ********* ******** about booking an appointment for the month of October and the issues she was having with this location. I looked towards the end of the month and was able to book her for a service on Oct. 17.2021. I explained our evenings and weekends are the first appointment times to be booked because of many other members wanting the same availability. After booking the October 17th appointment I suggest we go ahead and book her next appointment because we do book up quickly, as she found out when she called previously to schedule an appointment and there was nothing available. I told her we just have a 2 hour cancellation notice so if she found out the day later in October no longer worked she could certainly call and cancel with as little as a 2 hour notice. I explained that our availability with the recent pandemic and being short staffed is global issue many employers are going through. I also offered to add her to cancellation list in case someone canceled their appointment in an evening so we could accommodate an appointment for her in the future. She did not book her next service as I suggested. I also told her if she was wanting to get her hours used up more quickly I would suggest getting facials as well. She told me the facial she received with us before was the worst facial she has ever had and never wanted to get one again. I apologized and offered to see if I could allow her to use some hours while she was frozen which is against policy. I did get approval we can let her use 4 hours while she is frozen to accommodate her dissatisfaction with us.
I feel we have gone above and beyond to be creative with possibilities and options for ********* to get in to use her hours. I am also attaching a signed copy of her billing agreement and the proper ways to cancel the membership if she no longer wanting to use the monthly services we offer.
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BBB Rating & Accreditation
This business is not BBB Accredited
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.