Massage Luxe

To whom it may concern,The customer billing agreement clearly states that this is a monthly membership and will be drafted on the 29th of each month if not canceled one day prior to your billing date after the initial 2 months. Mrs. [redacted] also spoke with the general manager on June...

9th and we reiterated the policy. Before each client leaves location the billing agreement is review and initaled at the clauses below. I have also copied what is attached on our clients billing agreement therefore no refund is due. If the client would like we can send a copy of the billing agreement that was signed and initialed by the client.By signing above, I authorize MassageLuXe to charge my account specified above. The monthly dues and / or renewal amount will be withdrawn on or before the same day of each month. I understand that MassageLuXe may continue to charge my account information or cancel my membership in accordance with the terms and conditions of this agreement. I also understand that my billing account on file is subject to be automatically updated by the MassageLuXe credit card processor if my credit card on file should become inactive.You have selected a month to month membership with an enrollment date of2017-05-29. You have elected to pay your membership on a monthly basis with the next billing date being2017-06-29and 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 date. You are responsible for all membership fees incurred until you cancel your membership in accordance with the terms of this Agreement. Once you have put in your request, all services that you have on your account will be forfeited. In the event of cancellation there will be no refunds or exchanges for past membership dues. You must be enrolled in membership for a minimum of two billing cycles. In order to cancel your membership, you must either go to your home location and fill out a cancellation form or send a certified letter. No changes to your account will be accepted over the phone or via email.

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.

Client had service scheduled and cancelled appointment herself  after which she first changed from a 90 min to a 60 min. which our system shows along with caller id. When she called back to reschedule she did not make anyone aware that it was to be a 90 min service vs 60 min. Unfortunately...

most of our clients do 60 min massages so unless advised we would not know. We did call her to move up appointment but it was for 60 min at this point because she herself cancelled the original appointment.  Below you will find the exact auto generated notes that happen when changes occur. If 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 13 2017 20:30:00 GMT+0000 (UTC) to Mon Mar 13 2017 20:00:00 GMT+0000 (UTC). add urgency - [redacted] L - March 13th, 2017 @ 8:49am Appointment was cancelled by undefined. Appointment was at Sun Mar 12 2017 17:00:00 GMT+0000 (UTC). Appointment included Swedish 60m. Practitoner was [redacted] C. add urgency - [redacted] B - March 11th, 2017 @ 11:04am Appointment was cancelled by undefined. Appointment was at Sun Mar 12 2017 17:00:00 GMT+0000 (UTC). Appointment included Swedish 90m. Practitoner was [redacted] . add urgency - [redacted] B - March 11th, 2017 @ 10:25am Client did not lose time to her massage as it's 50 min of hands on and the therapist took them past the time. Check in time was 2:59 and check out time was 4:10. We could not have even booked her for a 90 min massage on day she decided to reschedule because we were booked. I am sorry that timing did not work for her to get the 90 min session however we are booked and she choose to cancel original appointment and we are very busy and booked. She was made aware she would lose the 30 min on account if she cancelled which was her choice. We did not force her to cancel, she could have left the account opened and used it at a later time. We are not doing anything for client as we have done nothing on our end negative. She demanded that we give her 90 min session each she did the service of an hour.  [redacted] District Manager

Initial Business Response /* (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 $5 a month. Whenever the client comes...

back in to reactivate the membership the $5 is all banked and used towards the first month coming back. As this client originally stated. This is a policy and has never changed. At no time has it been expressed that the client could not use the bank $5 charges for reactivating.
In reference to "complaint 2"- the client's payment had not run for 2 months of the frozen membership dues of $5 per month. We did, like the consumer said, try to contact the client many times to get the payment updated. We tried for over 2 months with no successful attempts to reach the client.
We are open 7 days a week most days till 9 pm. We 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 department. After the payment was made the client had a choice to either keep the account on freeze and save any banked monies. Or 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 forfeited. AT this time no refund will be issues

Initial Business Response /* (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 clients. It is a month to month...

program where the client can stay with us for two months or two years. One 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 month. We have a freeze option that allows clients whom are not able to come in monthly the option to freeze thier account for 5.00 a month. Once the client chooses to unfreeze their account the accumulated $5.00 charges are deducted from the clients dues that day. This allows them to stay on our discounted rate program as well as hold any hours they may have on their account while frozen. Once a client unfreezes they have access to all the hours on their account. We try our very best to appease all of our clients sometimes even making special circumstances that might go against company policy. We 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.

The client listed in complaint did join a month to month membership. We have a signed billing agreement from her stating she understood she had to complete at least 2 month of the program before being able to be cancelled.  After that it becomes monthly and can be cancelled at any time by...

coming into the location she joined at and filling out a complaint form. Our staff is fully trained on our policies and procedures and that is why we have a signed agreement along with providing them a copy to take home. She is welcome to come and use up the hours on her account and cancel before her next bill date of 3/28/2017.  The full billing agreement has been attached showing her initials showing she understood terms and her signature at end of agreement.

Complaint: [redacted]
I am rejecting this response because: I submitted my letter as required. It was obviously accepted, whether an exception was made or not which, I assume is why Katie told me she had everything she needed to process the cancellation & credit my card and in fact did so as we spoke since I waited a few minutes while she was working her keyboard and then told me it was done. If an exception was made it seems that would alter the contract requirements. It doesn't seem right that they can make an exception to the contract and then enforce it at will. I have never been to the Fairview Hghts, IL location as all of my visits were to the St Charles,MO shop so I'm unsure why they made that reference.
Sincerely,
[redacted]