Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business has a distinct pattern of the following:-incorrectly scheduling appointments and charging for them anyway -incorrectly cancelling memberships and continuing to charge, then refusing to reimburse members for the charges Today 3/24/25 for example, I was charged an hour because the appointment was scheduled incorrectly. I had two scheduled for 11 and 12, and they had it as 9 and 10. When they called at 9:05, I said I could rearrange my schedule to get there by 10 but obviously couldnt get there by 9. They stated they would have to charge for the 9am appointment anyway. They further stated that there was no way to change anything because it was within the 2 hour window and all they could do after doing their due diligence by talking to the scheduler when she comes in would be to give me the corporate contact number. Knowing already that this is an independent franchise, what will happen when I call corporate is that they will state that they have no way to credit the customer because its a franchise and the franchise needs to handle it. So franchise sends to corporate and corporate sends right back to franchise who will say again their is nothing they can do, please call corporate. The endless loop is clearly intentional. Their billing practices really need to be examined because there seems to be an intentional corporate policy to extract money from customers with no recourse for reimbursement or refund.

  Business Response

  Date: 04/14/2025

  This response was taken verbally by the BBB: 

  Thank you for the opportunity to address your concerns. After reviewing, we see that the 9am appointment was missed, and pursuant to our policy this amount was charged to the account. We also see that the 10am appointment was rendered in full. We will have a manager call you directly as well regarding this. 

• Initial Complaint

  Date:12/26/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August, 2024, I contacted the **** location in August requesting to cancel my membership that had previously been on a freeze. I was told that I had to pay $49.99 to unfreeze it that could be used for a service and then I had a $59 dollar credit that I had to use. I went in person on 8/18/24 for the services that would fulfill my obligations to cancel. Upon arriving, I was checked in and when I asked if the cancellation was done he told me that it had to be done when I checked out. After my services, I went to the front desk and asked if I needed to do and was told I'm all set. On 10/4/24, I noticed a charge for $*****. My membership was supposed to be canceled. I called the **** location and spoke with the mgr Lexi. She said that she did not have the ability to credit a customer's card And offered to call the to the regional mgr *******. Lexi called me back and told me that ******* suggested I call the corporate offices. I called back and spoke with ******* and was told that it appears that the procedures were not followed when I checked out the day of my services, but regardless, they are not able to cancel a membership without a signature on their tablet and she couldn't issue me a credit. I requested to speak to the owners of the franchise. She took a message and said she will pass it on. No one ever called me back. I submitted a dispute through my credit card. The merchant took the full 90 days to respond and denied the dispute request. Now, not only am I left with a ***** charge that should not have occurred, I am outside the 60 day window that I had to use the ***** balance on my account. My request at this point would is for a credit for a massage, so I can get something for the ***** charged due to an employee error that no one seems to want to take accountability for. A customer should not have to go through all of this because of an employee error. It's just not right.

• Initial Complaint

  Date:06/11/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Drove 35 minutes to location for massage appointment only to be told that my therapist wasn't available. Asked for a refund and was told they wouldn't give me one. Asked to speak with a manager and not available. Took my information for manager to call me back and manager never did. I would like a refund for this month's subscription.

• Initial Complaint

  Date:06/03/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The owner fraudulently charged my card for an unapproved transaction. I asked for a call back to discuss the service issue. I did not receive a call. Instead, the manager banned me from their locations without cause since I disputed the transaction with my credit card company which resolved the fraud in my favor. I want a formal complaint filed for fraud.

• Initial Complaint

  Date:07/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been had a membership with this company for a long time. I have paid excess of ***** a month which I earn 1 hour of credit a month. I called about 8 months ago to cancel and they said that I have to go into the store to cancel, which I have no time to do, due to my current work schedule. I currently have been charged and have 26 hours of massages to use. I asked if I could put a hold on my membership so that I can attempt to use the hours I paid for. She told me I would be charged **** a month while my membership is frozen and I would not be able to use my hours I have already paid for. WHAT??? I asked if I cancelled my membership, if I would be able to use my hours still and she said NO. So if I was able to go for 1 hour every week for the next 6 months, I would still be accruing hours and being charged 55+ a month. She said yes. I asked if she was able to send me an email with a freeze form, how come she can't send me an email with a membership cancellation form? She insisted I had to come into the office to cancel. Fine, I will. But I said, I am going to come in and ask for that form, I do not want anyone trying to sell me anything they can do for me to keep me. I asked her for her name, she said she is not required by law to tell me. I asked her for the manager name. She said she is not required to tell me. Seriously the worst. How can you expect a person to keep paying for a membership with services like this. I would like my membership cancelled immediately. That is the action I am looking for from this business. (A credit refund for half of the time I paid for would be expected as well).

• Initial Complaint

  Date:06/19/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The beginning of the dispute starts June 2022. I provided a massage at the business for my father as a gift and he unknowingly was tricked into signing an agreement for a monthly membership. He had no knowledge that a membership was being formed and no memory of anyone explaining what he was signing. He thought it was a health waiver. My credit was charged ***** every month on June 10th since. He never returned to the business and was never contacted regarding an account. I discovered the double charging on my statement a few days ago. I also have an account (which I will be canceling) that is charged on the 25th of each month. The statements are on separate billing cycles so I did not notice the charge prior. I have contacted the business several times to attempt and reach a resolution. They have refused to acknowledge their error or make a suggestion for a refund or credits. They offered to combine accounts by spending even more money into a family plan. I have paid almost $800 for no services rendered. My father had no knowledge of this account and never went back to business, they were continuing to collect money for services never rendered and would not communicate with me for a resolution. I am requesting a full refund.

• Initial Complaint

  Date:01/06/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called several times, trying to cancel my membership and was told different things first, I had to call my then I had to go up to my home location. Here we are December 28, 2022. I went to the location to cancel my subscription and was told by the employee there at the front desk that I had two hours in my account and I had until February to use the two hours. That same day I scheduled those two hours a week in advance for the following Saturday, January 7, 2023 for a one hour facial and a one hour massage. I was contacted less than 48 hours before my appointments by a manager, and was told I would need to come up to the location again to reinstate my membership so I would not be in their system as a canceled client and therefore they can schedule me accurately according to their system. The location is 45 minutes from my home and was a severe inconvenience to get off of work to drive 45 minutes to my home location just to come back 48 hours later to get the service and cancel my membership. I try to express my concern with the manager in regards to the inconvenience and the total miscommunication that was given the date of me canceling my membership. And the lack of empathy and customer commitment drove me to call corporate. I would like to have this rectified and the policy needs to change for people who are wanting to cancel the membership. They should not have to come up to the home location to cancel the membership and they should be able to schedule their hours/appointments that they have already pay for without the high pressure retention tactics

• Initial Complaint

  Date:08/07/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Groupon for services, however was told I could not receive services because I've purchased from Groupon in the past. No where In the Groupon disclosure indicates you could only buy one Groupon. I asked to speak to a manager and they hung up. I called again and she rudely said call Groupon and hung up. I never make complaints nor report anyone, however no business should ever treat their consumers this way. I will never return. And I will make sure to put a review in every forum to make consumers aware of the poor customer service they have. I snapped a picture of my call log demonstrating I was rudely hung up on.
  
  Sunday august 7, 2022 2:01 pm

  Business Response

  Date: 08/25/2022

  Business Response /* (1000, 5, 2022/08/10) */
  The policies are clearly stated in writing on the Groupon deal. It states "Not valid for clients active within the past 12 months" and "Limit 1 per customer." Ms. ******' last appointment at Massage Luxe was on 1/3/22 using a Groupon and, therefore, she is ineligible to use another Groupon. We apologize that Ms. ****** did not read the disclaimers on the Groupon prior to purchasing it but we are unable to make exceptions to our policies. We are also unable to assist her further as her transaction was through Groupon so she would need to contact Groupon directly to request a refund for her purchase.