Massage Luxe

Client had service scheduled and cancelled appointment herself ? after which she first changed from a min to a min.? which our system shows along with caller idWhen she called back to reschedule she did not make anyone aware that it was to be a min service vs minUnfortunately most of our clients do min massages so unless advised we would not knowWe did call her to move up appointment but it was for min at this point because she herself cancelled the original appointment.? Below you will find the exact auto generated notes that happen when changes occurIf you start at the bottom and read up it shows? Appointment ( [redacted] ) edited by [redacted] L ( [redacted] )Appointment was previously edited/created by [redacted] M ( [redacted] )Start time changed from Mon Mar 20:30:GMT+(UTC) to Mon Mar 20:00:GMT+(UTC) add urgency? -? [redacted] L? -? March 13th, @ 8:49am Appointment was cancelled by undefinedAppointment was at Sun Mar 17:00:GMT+(UTC)Appointment included Swedish 60mPractitoner was [redacted] C add urgency? -? [redacted] B? -? March 11th, @ 11:04am Appointment was cancelled by undefinedAppointment was at Sun Mar 17:00:GMT+(UTC)Appointment included Swedish 90mPractitoner was [redacted] add urgency? -? [redacted] B? -? March 11th, @ 10:25am Client did not lose time to her massage as it's min of hands on and the therapist took them past the timeCheck in time was 2:and check out time was 4:We could not have even booked her for a min massage on day she decided to reschedule because we were bookedI am sorry that timing did not work for her to get the min session however we are booked and she choose to cancel original appointment and we are very busy and bookedShe was made aware she would lose the min on account if she cancelled which was her choiceWe did not force her to cancel, she could have left the account opened and used it at a later timeWe are not doing anything for client as we have done nothing on our end negativeShe demanded that we give her min session each she did the service of an hour.? [redacted] District Manager

Initial Business Response / [redacted] (1000, 5, 2015/08/24) */ Contact Name and Title: [redacted] DM Contact Phone: XXXXXXXXXX Contact Email: [redacted] @massageluxe.com To Whom it May Concern, Massage LuXe offers monthly membership programs at a discounted rate to clientsIt is a month to month program where the client can stay with us for two months or two yearsOne of our benefits is the hours do roll over to accommodate the clients that are not able to make it in with in that month, or so the clients can use multiply services in a monthWe have a freeze option that allows clients whom are not able to come in monthly the option to freeze thier account for a monthOnce the client chooses to unfreeze their account the accumulated $charges are deducted from the clients dues that dayThis allows them to stay on our discounted rate program as well as hold any hours they may have on their account while frozenOnce a client unfreezes they have access to all the hours on their accountWe try our very best to appease all of our clients sometimes even making special circumstances that might go against company policyWe are reaching out to this client and allowing her to use her hours while frozen so that she doesn't accumulate any more hours on her account

ID [redacted] The complainant was on a monthly membership with our company.? It was not until the account went past due and called several times to get the payment for monthly membership dues did we hear of a cancellation request.? It was explained that the balance of the past due amount, per the membership billing agreement, needed to be made current before we could process a cancellation of the membership.? I have read the email threads and if the complainant wants to cancel the membership and forfeit any roll over services we will accommodate that request.? Waiving all unpaid balances? ?

[redacted] came in with his wife on Monday Feb 27, for serviceShe advised she was 4-weeks pregnant so front desk staff advised her she could not have a massage till she was out of the first trimester which is 12-weeks alongThe appointments were cancelled at that time and they left the spaClient and his wife at that time did not ask to cancel membership, if they would have per our policy we would have had them fill out a cancellation formWhen client called store on the following Saturday and spoke with manager she explained this numerous timesHe then came into the spa demanding money back which we explained againDuring this time he acted in a threatening manner telling staff that he would be in to "act a fool"He did come in to fill out a cancellation form that states he knows he is forfeiting all hours on accountI have attached the signed billing agreement as well as the signed cancellation that occurred after their last billingMassageLuXe has done everything to speak to client to try to come to a solution to help them maintain accounts for him and his wife but client choose to cancel account insteadManager did go over freezing accounts until she was able to have services to save for a later time but since the billing had already occurred we were not able to provide any kind of refund

Initial Business Response / [redacted] (1000, 5, 2016/01/11) */ Contact Name and Title: [redacted] COO Contact Phone: XXXXXXXXXX Contact Email: [redacted] @massageluxe.com In reference to consumers "complaint 1"- when a client is on freeze they are in fact charged $a monthWhenever the client comes back in to reactivate the membership the $is all banked and used towards the first month coming backAs this client originally statedThis is a policy and has never changedAt no time has it been expressed that the client could not use the bank $charges for reactivating In reference to "complaint 2"- the client's payment had not run for months of the frozen membership dues of $per monthWe did, like the consumer said, try to contact the client many times to get the payment updatedWe tried for over months with no successful attempts to reach the client We are open days a week most days till pmWe can take new payment information over the phone or in person- as we fell we made a good attempt at trying to prevent further collections from the client After many unsuccessful attempts we finally sent the past due account to our collections departmentAfter the payment was made the client had a choice to either keep the account on freeze and save any banked moniesOr as this client chose- to cancel the account Outlined in the standard membership agreement- it does state upon cancelation of the membership any unused services, monies or membership benefits would be forfeited upon cancelation Due to the fact the client chose to cancel the membership- everything at that time was forfeitedAT this time no refund will be issues

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I think it's very unprofessional to take $ [redacted] from a person and not offer all or a portion of their money back when a family emergency has come up and they are unable to use the servicesThere isn't a Luxe Massage location near my current location in [redacted] And then to lose the [redacted] hours of services that have been paid for - very unprofessionalIsn't that some type of fraud? You take my money and don't let me use the services I've paid for? Regards, [redacted]

Per the billing agreement signed by said client the account must be in good standing and not in declined status to utilize services on the accountThe client did not give time for a manager to even speak with him before filing issuesManager has already spoke with him and agreed to waive one months dues for him to utilize his hours and he has accepted this, voiding this complaint

I PURCHASED A MEMBERSHIP FOR $PER MONTH ON 12/26/I WAS GIVEN THE OPPORTUNITY TO PUT A FREEZE ON MY MASSAGE MEMBERSHIP AT A COST OF $PER MONTH THAT WOULD GO TOWARDS MY MONTHLY MEMBERSHIP WHEN I DECIDED TO UNFREEZE IT, I WOULD JUST NEED TO PAY FEE PRIOR TO THE 26TH OF EACH MONTHI WENT IN ON 01/22/ TO UN FREEZE MY MEMBERSHIP AT THAT TIME I PAID THE DIFFERENCE BETWEEN WHAT WAS SAVED FROM FREEZING MY MEMBERSHIP AND THE COST WHICH THE DIFFERENCE WAS $TO REACTIVATE MY MEMBERSHIPAT THAT TIME I WAS NEVER TOLD THAT SINCE I UNFROZE MY MASSAGE AT THAT TIME (01/22/18) THAT WOULD CHANGE MY DUE DATE TO THE 22ND OF THE MONTH INSTEAD OF THE 26TH THE DAY I SIGNED UP FOR THE MEMBERSHIPI WENT IN ON 02/25/AND PAID THE $IN CASHI RECEIVED MY CREDIT CARD STATEMENT TODAY AND NOT ONLY DID THEY CHARGE MY CREDIT CARD $ON 02/22/THEN THEY PROCEDED TO COLLECT AND TAKE MY CASH THAT WAS PAID ON 02/25/IF THEY ALREADY CHARGED MY CREDIT CARD THEN THEY SHOULD HAVE

Complaint: [redacted] I am rejecting this response because:When I attempted to use our Groupons, they may have a valid point that they did not know it was expired due to their systemHowever, once we were there and I explained our medical circumstances, there was still no understanding on their part whatsoever and my husband was unable to use his serviceMs [redacted] 's response that I needed to call them to run my card is simply inaccurate, that information was never relayed to meWe have been customers of Massage Luxe for years - this will changeThey may have offered to allow me to use my hours I had paid for, but due to all of the issues along the way, I no longer want to visit their store Sincerely, [redacted] ***

This client was resolvedOur policy is cancellations are done in person for an original signature or by mailing in letter with original signatureThis is policy nationwideWe did make an acceptation for this one client by working with the Fairview Heights IL location to make the client happyWe did go above and beyond to help her resolve her issue

I am rejecting this response because: I do not have a copy of this agreement, please show documentation of this agreement as well as when my copy of this agreement was given to me You can attach to this communication Again this account can be cancelled as requested multiple times, unfortunately this business choosed not to cancel this account as asked

I PURCHASED A MEMBERSHIP FOR $PER MONTH ON 12/26/I WAS GIVEN THE OPPORTUNITY TO PUT A FREEZE ON MY MASSAGE MEMBERSHIP AT A COST OF $PER MONTH THAT WOULD GO TOWARDS MY MONTHLY MEMBERSHIP WHEN I DECIDED TO UNFREEZE IT, I WOULD JUST NEED TO PAY FEE PRIOR TO THE 26TH OF EACH MONTHI WENT IN ON 01/22/ TO UN FREEZE MY MEMBERSHIP AT THAT TIME I PAID THE DIFFERENCE BETWEEN WHAT WAS SAVED FROM FREEZING MY MEMBERSHIP AND THE COST WHICH THE DIFFERENCE WAS $TO REACTIVATE MY MEMBERSHIPAT THAT TIME I WAS NEVER TOLD THAT SINCE I UNFROZE MY MASSAGE AT THAT TIME (01/22/18) THAT WOULD CHANGE MY DUE DATE TO THE 22ND OF THE MONTH INSTEAD OF THE 26TH THE DAY I SIGNED UP FOR THE MEMBERSHIPI WENT IN ON 02/25/AND PAID THE $IN CASHI RECEIVED MY CREDIT CARD STATEMENT TODAY AND NOT ONLY DID THEY CHARGE MY CREDIT CARD $ON 02/22/THEN THEY PROCEDED TO COLLECT AND TAKE MY CASH THAT WAS PAID ON 02/25/IF THEY ALREADY CHARGED MY CREDIT CARD THEN THEY SHOULD HAVE

I went to massage Luxe to get a facial and a massageI filled out a form before my facial but not for my massage because they guy who worked there said he already did it for meWhich I thought was weird because I haven’t been there in a year and usually you need to update forms before any serviceAnyways, I received my facial, then headed to get massage in the other roomTwo minutes in, my massage therapist asked if I was on any antibiotics and I said yesI was suffering from a sinus infection and had a tooth procedure a week before that I was prescribed medicine forShe said we had to stop because massages can cause antibiotics to enter your blood stream too quickly which I’ve never heard about but of course I was upset because if I was given the opportunity to fill out my form before hand I certainly would have included that I was on medication and would have avoided going through the massage in the first placeI told the guy at the front desk that I would be using a dolla

Initial Business Response /* (1000, 10, 2015/12/01) */
This client was a monthly member with usUpon entering into a membership he was presented with a billing agreement that explained the billing practices, polices of said membership, as well as the cancellation policy
With our membership a
member is given access to certain discounts, services, and perks on a monthly basisOur memberships are strictly monthly with no contracts
Outlined in the billing agreement our cancellation policy states that all cancellations need to be submitted in writing, and are immediateAny unused services are forfeited with the cancellation of the membership
This member had agreed to all terms of the membership by signing a billing agreementHe also initialed next to our cancellation policy acknowledging he understood and wold complyWhen he came in to cancel this same policy was expressed, as well as he was given many options as to how to utilize unused services on his membershipIt was also explained of how to put the membership on hold to save unused services for once he decided to come back and open back up the membershipThis again saved any accrued benefits without having to cancel the membership
The member decided that both options were not sufficient enough- so he decided to sign a cancellation formAs the cancellation form states- any services on the account would expire along with the membershipThat is what this member decided to do
Due to these facts the client willing participated in our membershipAgreed to all terms in writing, and decided to cancel the membership, no refunds will be issued as well have followed all agreed upon terms and conditions

I filed complaint # *** on 9/19/and later that evening the manager from Massage Luxe StCharles called me to talk about a solution for meWhile I wasn't able to get a refund she was able to review what they can do from this point forward and they allowed me to use any accumulated time
for services by October 14, She also explained that when I come in they will have me complete the termination agreement they have all members complete in writingThanks, *** ***

Initial Business Response /* (1000, 5, 2016/01/07) */
Contact Name and Title: *** *** COO
Contact Phone: XXXXXXXXXX
Contact Email: ***@massageluxe.com
This customer was on a monthly membership with our companyShe paid monthly membership fees for this membership where she received many
discounts and benefits
With this fee there was a hr massage given per monthAs outlined in our billing agreement, that the customer signed acknowledging participation, it states all of our terms and polices
In the event that the membership is terminated by the customer they no longer receive the discounts or benefits of the membershipThey also forfeit any roll over services on the membership with the terminationThis is not only outlined in the initial billing agreement the customer signed, but also on our cancelation formsIt is stated that there will be no refund on said membership fees that have been previously paid
The customer did have a choice to put the membership on a freeze, in that she could stay as a member and save any roll over services or benefits for a future use once the membership is reactivatedThis again is our option to save services for the customer to use- but in order to use any membership benefits they would have to be an active member
The customer chose not to put the membership on freeze, and to cancel the membership in which all membership benefits were canceled
IF the customer would like to reactivate the membership, she could use any roll over services as a memberBut without being a member- the customer cannot receive membership benefits or discounts, including roll over services
We have tried to call this customer previous to this inquiry to offer this option- but no connection has been made with the phone number she has provided

*** had joined on our monthly membership that you can cancel at any timeIf you want to cancel, you have to come in and fill out a cancellation formI showed him signed paperwork showing he agreed to the contract that he didHe tried saying we forged his signatures and initials into the
paperworkI did give him back one month of payment as a courtesyHe was not satisfied with that as a resolutionHe also said the initials were "**" instead of "**"Our system requires it to be filled out by the name he goes by, which is ***, so he must not have remembered filling them out that wayHis legal name is ***The form is very detailed about how to come in to cancel your membership, and he initialed by this portion of the contractIn his complaint, it says that he was getting two massages with a bonus massage and that was itThis is not trueHe was explained what he was signing up for, and he agreed to itHe stated that we photocopied his signature into the paperwork, which there would have been no way for us to do that

Initial Business Response /* (1000, 7, 2015/12/04) */
Contact Name and Title: *** *** COO
Contact Phone: XXXXXXXXXX
Contact Email: ***@massageluxe.com
We in fact did update our software systemWhen this consumer originally called about her issue we immediately called the programmers of
both the old software and the new and they compared the data and assured us that the hours that were transferred over were hours and that was correct
We have offered to go over the raw data with the client but she still insists it is incorrectAt this time we have provided all the correct information

This issue has been resolved and the customer is being refunded his money

Client had service scheduled and cancelled appointment herself after which she first changed from a min to a min. which our system shows along with caller idWhen she called back to reschedule she did not make anyone aware that it was to be a min service vs minUnfortunately
most of our clients do min massages so unless advised we would not knowWe did call her to move up appointment but it was for min at this point because she herself cancelled the original appointment. Below you will find the exact auto generated notes that happen when changes occurIf you start at the bottom and read up it shows Appointment (***) edited by *** L (***)Appointment was previously edited/created by *** M (***)Start time changed from Mon Mar 20:30:GMT+(UTC) to Mon Mar 20:00:GMT+(UTC) add urgency - *** L - March 13th, @ 8:49am Appointment was cancelled by undefinedAppointment was at Sun Mar 17:00:GMT+(UTC)Appointment included Swedish 60mPractitoner was *** C add urgency - *** B - March 11th, @ 11:04am Appointment was cancelled by undefinedAppointment was at Sun Mar 17:00:GMT+(UTC)Appointment included Swedish 90mPractitoner was *** add urgency - *** B - March 11th, @ 10:25am Client did not lose time to her massage as it's min of hands on and the therapist took them past the timeCheck in time was 2:and check out time was 4:We could not have even booked her for a min massage on day she decided to reschedule because we were bookedI am sorry that timing did not work for her to get the min session however we are booked and she choose to cancel original appointment and we are very busy and bookedShe was made aware she would lose the min on account if she cancelled which was her choiceWe did not force her to cancel, she could have left the account opened and used it at a later timeWe are not doing anything for client as we have done nothing on our end negativeShe demanded that we give her min session each she did the service of an hour. *** *** District Manager