ComplaintsforMassage Luxe

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was and customer with **********************. However I am moving to *********** and when I asked about getting gift cards for the remaining massages they never explained that I can only use it once every 6 months and on top of that they dont have and message luxe in *********** for me to use the gift cards.

  Business response

  03/08/2024

  ******* came into the St ******* spa and cancelled her membership. On the cancellation form it states...

  "I understand that all Massage and or/ facial sessions and luxebuxe accumulated will expire 60 days from my last membership dues billing. The date of expiration for all accumulated sessions and luxebuxe is March 5th, 2024."

  You do have the option to have your unused hours transferred into the form of gift certificates but ******* only had a half hour remaining on the account which is why it couldn't be put on a certificate.

  Customer response

  03/13/2024

  I was given 8 of these gift certificates that I have attached which means that I have a hour for each one which will total of eight hours so I have more than just a half an hour left. With that being said, I cannot use them anywhere and I can give them to someone and they would have to owe $20 when they go which is fine but its not. Its not my fault that there is not a massage luxe in the state that I am moving to. I feel like I am losing money because I have no one to give them to and they expire on July 31 of 2024. If you look at the date at the bottom of the picture I provided I am asking for a refund for a total of eight hours because I cannot use them and even if I came back to **************, I would not be able to use them but every six months, so how or is it valid until July 31 but I can only use one every six months, they will expire before I can even use them even if I traveled back-and-forth to ************** from ************ 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This business refuses to refund a $100 gift card. I attempted to utilize gift card but the business would not allow me to reserve an appointment without my giving them my credit card information. When I refused, they would not allow a reservation and refuse to refund the gift card.

  Business response

  01/30/2024

  We require a card on file for all guest to hold the appointment time. Our system when booking online requires this as well. We state that its strictly to hold the appointment time and that nothing would be charged to the card unless you didn't show up for the appointment or if you didn't give the appropriate 24 hour notice if you needed to cancel or reschedule. Reason being is to make sure our service providers are still compensated for the service since they are paid commission.

   

  We unfortunately, cannot refund a gift card purchase but if you would like to go into the spa to schedule an appointment we can hold your gift card under our register until your appointment date and use that as a form of payment to hold the appointment if you do not feel comfortable giving payment information over the phone.

  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Around Christmas they advertised a sale stating that if you buy 200 dollars worth of gift cards they will give you a one hour massage. I participated in this promotion but was over charged. This happened on February 21st after I wanted to redeem my gift card. I want them to give me back my half hour from the massage or refund me 33 dollars. They should not have taken off both from my gift card.

  Business response

  03/24/2023

  We have resolved the issue with ****. There was a misunderstanding when checking him out. He had a free certificate from a gift card promo we had in Dec. and he was intending to use that for his service and not the hours he had on his account. We came to a mutual agreement that he will use that free certificate (even if it expires) when he comes in for his next service. 

• Initial Complaint

  02/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted Massage Luxe and Face at 1520 S. Fifth Street Suite 104 at 636 724 0123 on 2/22 I requested my full refund of $220 dollars that they have in a account for future massages bit due to current health issues resulting for two bouts with COVID 19 I am being treated for lung and heart damage The fact that I have not had a massage in more than 2 years my health and financial debt has me seeking to close this account and be given a full refund but manager Tina refused based on a contract that she said I signed she said she would email me the contract and has failed to refund my $220 and close thus account and has failed to send me the contract as well so I am filing this complaint for poor business practice and customer service

  Business response

  03/01/2022

  ******* contacted the spa in regards to her account and was demanding a refund for her frozen dues she has been paying for over three and a half years. I have signed documentation from ******* explaining that she wishes to freeze her membership and be drafted $5 every month until she wishes to unfreeze or cancel the membership. I have attached her freeze form with her signature and the original billing agreement she signed when she joined the membership as well. She has been threatening to see us in court but all of our signed documentation from her gives us authorization to draft her monthly for $5 while her account is frozen. The $5 that she is drafted monthly can be used for in store credit as well. So she doesn't lose the money she has accumulated she can use it for services, retail products and waxing's. 

• Initial Complaint

  01/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  MassageLuxe program is set up in a manner that makes it impossible to cancel. I booked an appointment for January 8, 2022 in December 2021. Requested a female and informed the receptionist I will be using a gift card and for the past year, I am not interested in a monthly program. An hour prior to the appointment, I received a call stating I must place a credit card on file to have service, even if using a gift card. This has been going on for awhile, not allowing me to cancel and use a gift card or the funds I have on my account. I was told today that the person who booked my appointment was in training and provided incorrect information and also did not list my preference for a female; because I am a female ********* “*****”. Again, I cannot cancel membership (years) use a gift card, use existing funds or anything without having a credit card to collect monthly fees for an account that has been frozen for year with $5 monthly fees. Today, they also want to charge me for the visit because I do not want a male and will not give them a credit card, offered to pay hey gift card and cash. This happened in 2019 when my daughter purchased me a gift card for Christmas, they saw me in the system when she purchased the gift and placed me into a program. Why am I forced to be a member and cannot cancel or use my funds? Now I am being told their has to be a cancellation notice, again; I cannot do anything without giving them a credit card. I have hundreds on file why is this necessary? Thanks for assisting.

  Business response

  02/04/2022

  I believe our programs are set up in a way that are consistent and convenient for our clients. We have changed policies and improved our services through feedback from our members. The reason a credit card was needed in order to schedule this appointment was because *****'s $5 frozen due payment was a month past due. If *****'s account was current we would not have needed to get another credit card on file to bring her account current. We do require all nonmembers to place credit cards on file to ensure they are aware of our cancellation policy and so our service providers can be compensated when a client fails to show up for a service when my service providers are only paid commission. ***** is not forced to be a member with us if she is no longer utilizing our services. She can make any changes to her membership at any point and time. We even after an online cancellation form that can be emailed to ***** for her to fill out that will automatically cancel her membership with us after she fills it out via email. We have 2 options when it comes to cancelling a membership. It also states in our billing consent and agreement we are no contract and no commitment so she may cancel at anytime. ***** is grandfathered in at a membership rate we no longer offer which is why she more than likely decided to freeze her account rather than cancel it to keep any hours she had accumulated and to keep her grandfathered in rate. When you freeze your account with us it puts a complete pause on the membership. You cannot use your hours while you are frozen, but it keeps you locked in at that membership rate and holds onto any hours the member has in their account. Instead of being charged the full membership dues each month the member is just billed $5 each month to be frozen. Those $5 accumulate in a piggy bank on the members account that we call LuXeBuX that can be used as in store credit when the member decides to come back in for services. Currently, ***** has 2 hours on her account and $102.24 accumulated in her LuXeBux.

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