ComplaintsforMassage Luxe

• Initial Complaint

  01/18/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I bought into a membership when this ************** opened. Due to health reasons I was unable to use my monthly membership in the last 6 months. I called and was told that I could freeze my account for $5 a month which would give me more time to use my 4 hours of massages, etc. that have built up. I went in today for a massage and to unfreeze my account and was told that I had to pay another $85 today to unfreeze my account. I already have $400 (4 hours) in my account so I was confused as to why they would need more money. The girl I spoke with verbally when I froze my account told me it was $5 to freeze it, which I have been paying for 3 months. And now they want another $85 to unfreeze. I just want my money back that has been accrued and cancel my membership.

  Business response

  01/30/2024

  I have attached the signed Online Freeze form that ****** completed on October 11, 2023 at 4:13pm. I highlighted a portion on the form that states, "I understand that I may receive a massage and/or facial at single session guest rates, but I may not use my sessions already accumulated until my account is unfrozen." When ****** came in for her service in January the reason she was paying $85 out of pocket was because she was frozen for 3 months and had accumulated $15 in luxebux and her membership is normally $100. So, after her $15 luxe bux would have been applied to unfreeze her total would have been $85. Because she was so confused and upset when she came in for the service and was refusing to unfreeze we comped her unfreeze payment and allowed her to cancel her membership and still be able to use the hours she paid for.  When you cancel while your account is frozen you forfeit everything but we manually unfroze her membership to be able to use the 3 hours she has accumulated on the account for the misunderstanding. ****** has until March 15th to use the 3 hours on her membership.

  Customer response

  02/01/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  When I left that day they did not tell me that I would be able to use the 3 hours that I had accumulated.  If I had I would not have filed the complaint since this is acceptable.  I will plan on using them by the March date and I am thankful we were able to resolve this.
  
  Sincerely,
  
  ***********************

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