ComplaintsforMassageLuXe
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Complaint Details
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Initial Complaint
12/01/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I've had a history of issues with getting my appointments cancelled and when I was late for an appointment I was charged for an hour to my account. It's beyond unreason ale that this should go both directions. I took this up with both Creve Coeur and Brentwood management countless times. I was told Diamond has final say in the decision but I think I was mislead there. She was extremely unhelpful. It took 3 conversations just to get 30 minutes of that taken hour back on my account and even now I 'm not sure if she added that back on. Another big issue is that hour massages aren't a full hour (same with 90 min). I'm seeking that full hour added back to my account and an additional compromise regarding having massages shortened.Business response
12/01/2021
Hello and thank you for reaching out to us. After looking at your account I can see that you spoke to ***** the manager of the Creve Couer location that you had an appointment scheduled with and unfortunately did not show up for. Per our spa policy we are able to use an hour from your account to pay the service provider for their time. You contacted ***** in July of 2021 and this missed appointment was from January of 2021. We at Massage LuXe do require a 2 hour notice if you need to cancel or reschedule appointment's as a courtesy for our service providers. In addition if a therapist has an emergency, sick or unable to make their shift we also try to give customers the same respect of a 2 hour notice. In most cases we were able to give you 2 hour notice to several days notice.
All Massages consist of 5 minutes for dress time and 5 minutes of consultation regardless of the length of time of massage as this practice is standard across the massage industry and has been the case for the past 54 appointments you received. This is standard for all clients receiving massages and facials.
resolution: I would be more then happy to make an acceptation and add the no call no show hour back to your account once your account is in good standing. At this time we have been unable to collect you frozen membership dues for the past 3 months due to having invalid card being on file. Please call the Brentwood location and update your payment information as soon as possible so that your account does not get cancelled and we can add the free hour back to you account.
Brentwood- 314-594-5893
***** *****
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.