Complaints

• Initial Complaint

  05/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I originally signed up for an ongoing subscription at $70.00 per a month with the promise that I would be allowed to cancel at any time. On May 8, 2024, I called the Littleton Luxe Massage location requesting that my subscription be cancelled immediately. I was told that I would need to speak to the district manager first and that he would send cancellation forms to me. I told them No; I want to cancel the membership and not wait for a high-pressure sales pitch. I have not heard back from the district manager as of May 9, 2024, In the meantime I have sent a letter to the location and via email reconfirming my original request to cancel my subscription.

  Business response

  05/09/2024

  Good afternoon,

  My name is ****, I am the Assistant Manager at MassageLuXe in Littleton, I was the one who spoke on the phone with *********************** on 5/8/24. At MassageLuXe, we pride ourselves on offering flexible, non contract or commitment month-to-month programs that allow our valued members to enjoy discounted monthly massages and facials. Our commitment to excellence extends to our cancellation policy, which allows members to cancel at any point after their first billing period with a simple phone call to our District Manager, who is authorized to send out the necessary cancellation form. We do not charge any cancellation fees, and members can cancel without needing to visit the spa in person.

  During our conversation, ************** expressed that he would like to cancel his membership. I informed him that only our District Manager is able to process cancellations, and I assured him that our District Manager would contact him within 48 hours to assist with his request. Despite ****************** frustration and insistence on immediate cancellation, I explained our policy and offered to speak with our District Manager on his behalf. Mr. *********************** date is not until 6/6/24, so our 48-hour timeframe for resolution was well within reach.
  

  Unfortunately, ************** threatened legal action if his request to cancel was not addressed immediately, leading to an abrupt end to our conversation. I want to emphasize that I was simply following company protocol and striving to provide exceptional customer service under challenging circumstances. 
  

  It is worth noting that our District Manager has been dealing with an unexpected death of a family member and is currently out of state to be with his family. Despite this difficult time, he remained dedicated to assisting with cancelations and had every intention of reaching out to ************** before the deadline.

  My District Manager has made multiple attempts today to contact ************** regarding this situation, but has yet to receive a response.

  I appreciate your understanding and patience as we navigate this situation, and I remain committed to upholding the high standards of service and care that define MassageLuXe.

  Thank you,

  *******************
  Assistant Manager at MassageLuXe Littleton
  
  

   

  
  
  

   

   

   

   

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