ComplaintsforMassage Luxe of Edwardsville

• Initial Complaint

  11/15/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I subscribed to a monthly massage package that billed $115/mo for 2 hours of massage to be split with my wife. We haven't used our hours for the past several months because life has just been busy, so we have 8 hours saved up. I recently noticed a failed charge for this month because the card on file was no longer active. Since we weren't using these regularly, I just wanted to book massages for what has already been paid and cancel my subscription. I was told according to corporate policy that since my account is "not in good standing" due to the most recent charge not going through that I can't use my hours that have already been paid for until I pay for the most recent month. The other option is to cancel my account and lose out on the last several months of subscription. I find that unacceptable. They are essentially holding hostage services that I have already paid for unless I pay for additional services I don't want.

  Business response

  11/29/2021

  To whom it may concern,

  
  

  On October 27, 2021 the account belonging to ***** **** and *** **** was unable to process their monthly dues of $115 so they were sent a letter in the mail letting them know they needed to update their account, possibly with a new card. After receiving the letter Mr. **** called the business and inquired about cancelling his membership but did not want to pay the already past due balance. He was explained that per the billing agreement that he signed on the date of his enrollment the account must be up to date on all past payments prior to the cancellation of his membership and that any charge that would have taken place prior to the request would be his responsibility. As Mr. **** stated he did not want to update his account he was offered to cancel without updating the past due balance but he would not be able to continue using the benefits of the membership, including using the discounted massages he received as a member.

  
  

  Mr. **** was upset about not being able to use the hours that his account had previously accrued so he was explained that each month he paid monthly dues in the amount of $115 to continue his monthly membership. As a member of MassageLuXe he received a number of benefits but the most notable benefit is that he received two hours worth of massage or facial. This means he was not in fact purchasing services but instead he was purchasing a membership. Between the date of this conversation Ms. **** called the business and updated their account scheduling them both appointments. Mr. **** in fact is scheduled for an appointment this evening.

  
  

  The account is in good standing and the clients still have access to the accrued time on their account which they will continue usage of beginning today. As far as the business is concerned this matter is closed. If you need any additional information, please contact ***** ***** at 314-283-3342 or ******@massageluxe.com.

  
  

  Thank you, 

  
  

  ***** *****

  District Manager

  MassageLuXe/FaceLuXe

• Initial Complaint

  10/27/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I have been a member since 2013 (Edwardsville, IL). Over the course of the last few yrs, they have had a difficult time retaining therapists that can do a deep tissue massage. Typically have 2-3 on staff and obtaining an appt was not a problem. They have lost employees and are now down to 1 that is able to perform this service. I have been attempting to use my hours for several months and terminate my membership. I have gone back and forth between the various options to keep my account active and still be able to use my hours. I called in early Aug asking for multiple appts to drive down my hours. I was not able to get on her schedule until 9/20. After 2 sessions, I am actually feeling worse. I called Friday to determine options. I asked if I could transfer my remaining hours (~12) to my husband that could use any therapist and was told $20 and only 1 hr. I terminated my membership but have lost out on a significant # of hr. I would like to transfer all hours to him or refund.

  Customer response

  11/22/2021

  I called corp customer service and they transferred the message to the local store. They did call me and offered to transfer all hours to my husband. However he would have to pay a monthly fee to use the hours and he isn’t good about keeping up with appts. So it’s not really an ideal situation. 

  
  

  If they could retain skilled staff I would keep the membership. Or even if I could use the hours again when skilled staff returns without paying monthly to keep the hours on hold. Their system is broken. 

  
  

  ******** ********* 

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