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:08/21/2024

  Type:Billing 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 demand a refund from your business - NassageLuxe, ****************************************************************. I demand that you stop charging my *************** account immediately.I had a monthly massage agreement that was scheduled to end in December 2021.I cancelled my membership agreement when my therapist quit working there in *** 2021.I was called several times by your representatives stating I should use the money left to buy beauty products that I would be charged for until the end of December 2021 because I would lose that money when my membership was cancelled Dec. 2021. I still have messages on my phone log from your company.A recent audit for taxes by my *** revealed that the membership was not cancelled as agreed, and MassageLuxe has been charging my bank account for ****************************************** Dec. 2021.I demand a refund of all charges for 2022: Jan.- *** = 5 months @ $65 = $325 I demand a refund of all charges for 2022: June - Dec = 7 months @ $70 = $490 I demand a refund of all charges for 2023: Jan - Dec = 12 months @ $70 = $840 I demand a refund of all charges for 2023: Jan - July = 7 monhts @ $70 = $490 I demand that you refund the total of these charges = $2145 and send the check to my address within the next two weeks, by end of day July 31, 2024.I demand that you stop charging my *************** immediately.

  

  Business Response

  Date: 12/11/2024

  I received your letter regarding ***** ******** complaint #****-HEALC-00041655 and the corresponding documentation.  The biggest issue is that what Ms. ****** is saying happened just couldn't have happened the way she is saying it did.    I guess I will need to break this down nearly line by line. 

  In her original letter to me she stated that she had a "monthly massage agreement that was scheduled to end in December 2021."  Our memberships simply do not work this way.  We don't now nor have we ever had the ability to enter an end date for a membership.  You either are a member or we click the "cancel" button at which point the cancellation process begins and billing stops immediately.  (In 2021, all cancellations were effective immediately.  However, that changed in 2022 when they added a ***** period of 60 days for members to use up any remaining unused services.)

  Her next sentence stated that she cancelled it in May 2021.  Both of these things simply cannot be true.  Either she cancelled it in May - wherein it would have been immediately cancelled - or she had planned to cancel it in December, and maybe forgot? I don't know what happened between those two times for her, but our system has never allowed this scenario to be true. 

  In her next sentence, she says she was contacted by our spa several times and that we told her she "should use the money left to buy beauty products that would be charged for until the end of December..."  again, this is not possible.  Membership dues in our system correlate to services, there is no cash value and they cannot, nor have they ever been able to, be used to purchase products.  For starters, it would be a sales tax nightmare!  I am not sure where she got this idea, but it simply cannot be true.  IF she had stated that she was going to keep her membership active for another 6 months and that she would come purchase products with the membership dues, she would have been told that it would make way more sense to purchase the products she wanted and then cancel her membership.  Those dues would have totaled around $400 and our most expensive retail product is less than $75.  It just doesn't make any sense. 

  While she is correct that she did not come in for any massages after **** ****** left, her last appointment with **** was on June 11, 2021, not in May.  And she did schedule another appointment for the following week. When she was leaving from the June 11 appointment, she spoke with ******* and she booked a 30-minute massage for the following week on Thursday June 17, 2021 with a therapist named *****.  At that time, ******* had been with us for 2.5 years.  She would not have given her erroneous information about either the cancellation process or being able to use hours for products.

  The day before her appointment that was schedule for June 17th, at  9:41 am on June 16th, ***** cancelled her appointment with *****.  She spoke with ****** who had, at that time, been with us for 4 years.  She is now the manager of that location.  There is no way she would have given her false information about the memberships.  After the call on June 16th, I have no notes of anyone having any further conversation with Ms. ************* They certainly wouldn't have had a reason to call her to ask if she wanted to purchase products.

  Finally, we mailed Ms. ****** a letter on May 6, 2022 to let her know that her membership pricing was going to increase from $65 to $70 on June 1, 2022 (a copy of which is attached to this email).  If shethought her membership had been cancelled at this point, why wouldn't she have called us then to ask why we were sending her the letter? 

  I understand that she is frustrated, but she could not have let us know that she wanted to cancel her membership, or it would have been immediately cancelled.  There would never have been a promise to "schedule" cancellation for a future date - and why would she have wanted that if the reason for cancelling was ****** departure?  And there certainly wouldn't have been any kind of discussion about purchasing products with her membership dues as we have never had the ability to do that.  

  If she had not scheduled the massage with ***** or said she had "scheduled cancellation" for 6 months later and if we hadn't mailed her the letter advising her that we were increasing her membership dues, I might have handled this differently. But those 3 things combined lead me to believe that she must be confusing this with something else or simply forgot to cancel it in December when she intended to do so. 

  I'm just not really sure what else I can do as this simply does not make any sense.  We have been in business for more than 10 years at this location and have never had another situation like this.  As I'm sure you can see, we've certainly never had a complaint filed against us before.  I'm very sorry that she feels she was cheated, but that was certainly never our intention.  She must have simply forgotten to cancel her membership, I cannot come up with any other explanation.  If there is something that she wants from us, short of a full refund, please let me know and I will try to make something happen.  At this point, it has been her only demand, and I just don't feel like it's warranted.

  Thank you for your assistance.  Please let me know what else you need from me to resolve this.

• Initial Complaint

  Date:11/29/2022

  Type:Sales and Advertising 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.

  Today 11/29/2022
  
  I Scheduled a facial appointment the day prior and an event came up causing me to cancel to which i am already informed of a cancelation "fee". So i call in to cancel and the cancellation "fee" is the exact charge of the appointment $120 dollars. I talked to a manager named **** that works at massage luxe and there is nothing they can do being this is my 2nd time there. To which i had no knowledge of an entire "fee". This is beyond disgusting and i hope there is some recourse regaurding this on im going to have to push this higher.

  

  Business Response

  Date: 03/20/2023

  I have pulled up the client's account and found that he was never actually charged the cancellation fee.  As such, we can't offer the requested billing adjustment.
  

  
  

  Mr. ******* booked an appointment.  He was informed at the time of booking that we have a 2-hour cancellation policy.  (If you fail to cancel at least 2 hours prior to your service you may be charged for the service.  (The only time we do not charge is if we are able to get the service re-booked from our wait list.))   

  
  

  Because Mr. ******* did not provide at least 2 hours' notice for cancellation; he was informed that he must put a credit card on file to reschedule and if THAT appointment was not cancelled at least 2 hours before the appointment he would be charged the full price of that service.  He did not want to provide a credit card to hold a future appointment so he was not rescheduled.  

  
  

  Unfortunately, we are very strict in following this cancellation policy.  We feel we are extremely generous in only requiring 2 hours' notice when most placed require at least 24. And we do make exceptions for true emergencies but not when another "event" comes up.  Frankly, it is a loss of income for our massage therapists when their clients do not show up.  Typically, we don't even allow for a one-time waiver like Mr. ******* received.  Typically, we require a credit card to hold any appointment made and charge them if it isn't booked beyond the 2 hours.  Mr. ******* was given a 1 time waiver in that he was not charged for the service.