ComplaintsforMassage Luxe

• Initial Complaint

  05/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I received a gift certificate for Christmas and set an appointment for massage on May 13th, 2022 at 10 am. The person at the front desk provided me with tablet to fill in my personal information electronically and was ushered to a waiting area. When filling out the documents a name kept popping up other than my own. A person named ****************** It was all of her personal information and to respect her privacy I am not disclosing her full name or any screenshots I tool from my phone. I took the tablet back to the receptions who apologized then provided me with the correct tablet. I completed my information then proceeded to wait 25 minutes while watching other patrons come and go from the waiting room wondering when I would next. I then went to the receptionist area and ask if waiting that long was normal. The receptionist then said she would contact the therapist to see what was going and I was asked to go back and wait some more. After about 5 minutes the receptionist said "oh, I'm sorry I called the her and she has food poisoning but we can get you with another therapist but not until 11". To compensate me, she promised additional services and said she was adding those to my file but did not notate anything on my certificate. People make mistakes, I get that. But making a mistake with someones private information and violating a privacy policy is egregious. My other issue is making sure that someone at the facility is managing the therapists comings and goings. As a business they should have known when the therapist did not show 35 minutes after the appointment was set to begin. Very bad management. As a business, you need to reach out to **************** and disclose what occurred today with her data.

• Initial Complaint

  06/01/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I paid for 3 hours of service last October and now they are saying that I have no time built up. My documentation says it is good until ****.

• Initial Complaint

  03/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was a monthly subscriber. After a year, I asked to cancel 3 months ago and was told that since I had 4 massages already paid for but unused, I should allow another month to bill then freeze my account at cost of $5 per month rather than cancel which would allow me to use the 4 already paid for. So I froze it 2 months ago and have been paying $5 per month. I have attempted to schedule these several times online & received phone message that they can't schedule due to some confusion & to call. I have called several times & been unable to get through (got message everyone busy & to leave a message or call back). I finally reached someone today who told me that the $5 freeze doesn't insure use of the already paid for massages but just allows you to pay the $70 fee for a new monthly massage deal then use the paid for ones once I reinstate the membership. I spoke to the manager *****, who said the same. When I told her I was going to record the call & file a bbb complaint she said this was a threat to her & declined to assist me, saying she might have if I didn't mention reporting this. She declined to allow me to speak with anyone above her as well, telling me I could send her an email and would have to trust her to forward it to the appropriate people. I am requesting the 3 months membership since I first requested cancellation & the freeze fees back. An apology would be nice but I certainly don't expect it.

  Business response

  03/18/2022

  **** agreed to have her account frozen. I have a signed freeze form from her that she completed via email. She stated on the form that her reason for freezing was, "freezing for one month to allow time to use built up credits prior to cancellation." I have attached her signed freeze form stating that by freezing her account she understands that any accumulated hours may not be used while frozen and that she authorizes us to draft her account $5 every month that will accumulate into a piggy bank on her account that we call Luxe Bux that she can use as in store credit when she decides to unfreeze her account. This form also states if she were to cancel while frozen she would forfeit everything on her account. Our O'Fallon location does not have online booking. **** may be referring to submitting an online appointment request for a massage. When you request an online appointment, it isn't confirmed booked until you speak with one of our front desk staff. I am looking at her email history and I looks as though 1 online request was submitted on Feb 7, 2022 and we responded to the email stating we did not have her desired time or day available she was asking for and she needed to contact the spa to schedule another time we have available. We cancel all memberships if the client is requesting to cancel. My front desk is trained to give all options to long term members in case they are unaware of the different memberships we offer. **** is grandfathered into a lower membership rate of $70 for an hour. That price has increased to $75 back in August. The front desk staff did not trick her into something, they simply gave her all of her options and she chose to freeze rather than cancel. In fact, our records show she was emailed the online cancel form on Feb 2, 2022 where **** opened the email but did not complete it within the 48-hour time frame. When **** called up to the spa on March 15th, she was speaking with a front desk staff at first but instantly got angry with them and requested to speak with a manager. *****, the spa manager, continued the phone call and re explained everything to her. **** continued to cut ***** off and threatened her and said this call was being recorded and she was going to bash our business all over social media. **** continued to cuss at ***** and hung up on her when all the manager was trying to do was come to a peaceful resolution. I am attaching the thread of emails between **** and Massageluxe, signed billing agreement and ****'s signed freeze form.

  Customer response

  03/21/2022

  Complaint: ********
  
  I am rejecting this response because: I questioned this and was told by the front desk that all massages ALREADY PAID for would be accessable and this was for ongoing services.  I PAID FOR FOUR MASSAGES that they now are refusing to perform unless I pay for more!  This is not what I was verbally told when I asked staff to explain the form.  Unfortunately, I did not research it prior to signing -- just accepted what I was told.  Since then I have researched this more thoroughly and found many postings from other upset customers.  I reject this and demand a more honest response.  I am not asking for anything other than what I have paid for.  
  
  
  
  Sincerely,
  
  **** ***

• Initial Complaint

  09/16/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a membership of this place for a year and have to pay monthly, by last month on August 12 I was decided to cancel my membership and in the contract, whatever money left in the account so i can use in 2 months but i was book appointment on August 30 for my facial to used my left credit and save the rest for the massage in 2 week and already booked on September 16 but today I received a phone call from Massage Luxe and said the rest of my credit is expired if I want to keep appointment and have to pay for the service instead of using my credit, so it’s just about 5 week after contract agreement ended. They’re cheating to take the money from people like me around $100 credit i have left.

  Business response

  10/05/2021

  I have attached a copy of a signed cancel form that ***** **** completed with our MassageLuXe O'Fallon location. When members cancel they have one of two options to choose from when cancelling. The first option is have any remaining hours on the account transferred into gift certificates that can be used at the home location and will have a $20 fee. ***** chose option 2 of the cancellation process. I highlighted the text that ***** chose. It states, 

  "I would like to bypass my option to get my unused prepaid service credit hours in the form of certificates. I have 60 days from my last billing date to use the remaining service credit hours at any MassageLuXe Spa nationwide. Once my 60-day cancellation grace period has ended, any remaining prepaid service credit hours will be forfeited."

  *****'s final cancellation date was Sept 12, 2021. Any appointments she would have schedule after this date would have required her to pay guest rate for the service since her hours officially expired as on Sept 12,2021. With that being said the appointment she scheduled for Sept 16,2021 was after Sept 12, 2021 and is why the front desk explained to her it would be guest rate for her to receive the service.

  We have recently taken clients feedback about cancelling their memberships and being able to use hours after they cancel. In the past members used to forfeit all hours on the account when one decided to cancel. I believe our company has altered and made great efforts and solutions for members when they decide to cancel. While I understand *****'s frustration our cancellation form explained everything clearly and what the terms would be when making a decision which also included dates of final usage.

*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. ↩