Massage Luxe

The customer billing agreement clearly states that this is a monthly membership and will be drafted on the 25th of each month if not canceled one day prior to your billing date after the initial monthsThe freeze option for $* a month is a way to freeze account and not lose any time accruedThe
accrued time will only be lost in the event the client cancels the account which is stated in the signed billing agreement from the clientOnce the account is unfrozen each $* that has accrued on the account goes back towards the monthly membership duesClient froze account in November for $* therefore to unfreeze the account she would have to pay the remaining $*** for the membership dues for NovemberI have also copied what is attached on our clients billing agreement therefore no refund is dueIf the client would like we can send a copy of the billing agreement that was signed and initialed by the client

As previously stated the complainant was in a month to month membership in which when they initially enrolled was provided all polices and asked to agree in writing. We have a signed billing agreement on file that states how to cancel the monthly membershipIt is told that we need signed documentation to cancel an membershipNot a phone callThis eliminates errors. IT also states that no cancellations will be processed until the account is current on paymentsWhich the complainant is not. Our company is only following the agreement we made and continually will make with our consumers

Initial Business Response /* (1000, 5, 2015/10/29) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@massageluxe.com
This client was on a month to membership with our companyUpon enrolling in the membership the client was given a billing agreement that
stated our terms and policiesThis client signed and initialed the agreement in acknowledgement and acceptance
This billing agreement outlines our cancelation policy as wellWhich states all cancelation need to be in writing as we need written authorization to make changes to anyone's membershipThe cancelation policy also states once the cancelation noticed is given all monies and services paid into the membership will be forfeited
At this time this client has mailed in a written letter expressing to cancel the membership and the membership was canceled as of 10/16/At this time per the terms of the membership a refund will not be issues as the client was a member during each billing cycle and has not been billed nor will be past the date of the cancelation

I have been trying to cancel my membership for monthsI've called with no return callsI've emailed via their websiteI've sent facebook messages that have been seen but there is no replyI have broken my back and cannot have any manipulation of the spine so I'm unable to get massagesI'd like to cancel my membership and be refunded for my unused credits since I'm not medically able to use them

To whom it may concern,Mr*** visited us on Feb 11th for a couples massageWe require you to place a credit card on file for weekend bookings because it is our busy time and to guard against any cancellationsWhen Mr*** and his partner went checkout he was asked how would he like to pay
for his serviceHe decided to use the credit card on file and then change his mind and said he then would pay in cashThe card had already been charged for the serviceHe then tells the front desk associate that he wanted to pay in cashHis partner proceeded to give him the cash for what was charged on the cardHe then stated he want a refund but did not want to pay with the cash his partner had given himThe front desk associate explained to him that we would give him a refund but the service would need to be taken care of with another form of paymentIt could be paid with cash or with another credit cardI, Quintin H***, also spoke with Mr*** and explained to him I could refund the money but the service would need to be taken care of with another form of paymentHe received the service so payment payment would be requiredIf Mr*** would like to pay with another form of payment he is more than welcome to do so.Quintin H***Massageluxe***

Hello,This response is in regards to *** ***'s account here at MassageLuxe, FaceLuxeAfter reviewing the complaint and Mr***'s account, we have found that his enrollment date was September 23rd Which he had elected to pay our month to month membership, with the next
billing date being October 23rd This consisted of the required two billing cyclesAnything thereafter is month to month until you come in to terminate in accordance to your agreementStated in his billing agreement, that he did sign states:"You have selected a month to month membership with an enrollment date of 2017-09-23 You have elected to pay your membership on a monthly basis with the next billing date being 2017-10-23 and each month thereafter until you have terminated your membership in accordance to this agreement.""You may cancel your membership a minimum of one day prior to billing dateYou are responsible for all membership fees incurred until you cancel your membership in accordance with the terms of this AgreementOnce you have put in your request, all services that you have on your account will be forfeitedIn the event of cancellation there will be no refunds or exchanges for past membership duesYou must be enrolled in membership for a minimum of two billing cyclesIn order to cancel your membership, you must either go to your home location and fill out a cancellation form or send a certified letterNo changes to your account will be accepted over the phone or via email." *** ***'s official cancellation date, that we do have on file, with his signature was on December 12th, We will not refund the *** he requested due to the fact that his account was still in an active status until December 12th when he came in to cancel. Thanks so much,Kylie H***
*** *** ***

ID ***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

see attached

ID ***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? ?

I understand the complainant is frustrated. The complainant did indeed get started late on their scheduled massage. But all services were taken over the allotted time to accommodate this. The complainant checked out for the appointment 20 min late. The website the complainant was looking at is a...

corporation website and says see spa for details, which not all open spas follow this particular pricing. Also as stated on all of our print including the front door we close at 8 pm not 7. We had already discounted the scheduled service significantly for them being late and offered a 50% discount upon their next service. What the complainant failed to mention is that they actually had a balance owed on their account from previous services that we waived at the time of this service.

It is a month to month membership.  In the agreement that they signed, it states that they give up the hours upon cancellation.  It also states that she needs to send a certified letter or come into the store to cancel.  We have the membership contract that they initialed and signed.

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 services. There isn't a Luxe Massage location near my current location in [redacted]. And then to lose the * hours of services that have been paid for - very unprofessional. Isn't that some type of fraud? You take my money and don't let me use the services I've paid for? 
Regards,
[redacted]

The client called in asking for pricing. As part of our qualifying process we ask the client if they have been in before as that determines our prices. We always offer an introductory offer for new clients to try us out. This client had told us he had never been into our spas before so we quoted him...

a price. But when the client entered the spa we had asked for his ID as we do every new client. Turns out the client had not given us correct information and we had determined he had been in before so explained the pricing to him. He chose to still get the service. we also did explain as part of our process that the add on services we have to offer are optional. If a client choses to add on the price is explained and the client initials a paper stating they agree.  It wasn't until checkout that the client said he didn't have enough money and doesn't believe he should have to pay for his service.  At this time no refund will be issued

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 system. However, 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 service. Ms. [redacted]'s response that I needed to call them to run my card is simply inaccurate, that information was never relayed to me. We have been customers of Massage Luxe for years - this will change. They may have offered to allow me to use my 2 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]

Initial Business Response /* (1000, 5, 2015/06/15) */
This consumer should never have been told we would not refund him. We will refund the $274.40. He will be refunded for the 5 months.

[redacted] came in with his wife on Monday  Feb 27, 2017 for service. She advised she was 4-5 weeks pregnant so front desk staff advised her she could not have a massage till she was out of the first trimester which is 12-14 weeks along. The appointments were cancelled at that time and they left...

the spa. Client 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 form. When client called store on the following Saturday and spoke with manager she explained this numerous times. He then came into the spa demanding money back which we explained again. During 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 account. I have attached the signed billing agreement as well as the signed cancellation that occurred after their last billing. MassageLuXe 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 instead. Manager 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.

The complaintant has a memebrship with our company. The memebrship payments are now past due and the account is in default. We have made many faith attempts to contact the complaintant to resolve the issue and get the account up to date. it was not until 8/24 that we finally had correspondence from...

the complaintant. This is several months after the initial contact we have tried to make to resolve the past due balance.  As as we have explained to the complaintant, per the memebrship agreement that was signed all cancelation notices need to be done in writing. At the time of such request the account must be in good standing and no monies owed. The complaintant agreed and acknowledged this billing agreement by signing the billing practices column as well as the cancelation policy. As it is now the account is past due and no cancelation effort was attempted until 8/24. Making there a balance of $117.76 that is owed for past membership dues. As also outline in the billing agreement and explained to the complaintant the memebrship will continue to accrue monthly fees until such account is brought to good standing and terminated per the agreement.

This client was resolved. Our policy is cancellations are done in person for an original signature or by mailing in letter with original signature. This is policy nationwide. We did make an acceptation for this one client by working with the Fairview Heights IL location to make the client happy. We...

did go above and beyond to help her resolve her issue.

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 account. The client did not give time for a manager to even speak with him before filing issues. Manager 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.

Initial Business Response /* (1000, 5, 2016/01/06) */
This person is on a monthly membership with our company. They have agreed to this membership by signing a billing agreement. This billing agreement states all of our companies polices and terms.
This includes that all memberships need to be...

paid current month to date before any change of said membership is canceled.
To date we have received no cancellation notice from this person, and there is a past due balance of 2 months on the account. The client when called about this balance said she had no interest in paying the balance and to quit calling. So at that time we turned the account over to our collections department.
The account is no longer accruing additional months- but still has a past due balance.