Therapeutic Massage
Massage LuXe (Westchase)This business is NOT BBB Accredited.
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Complaints
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/03/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
These people were continually charging my credit card a few years ago, they finally stopped after making it EXTREMELY difficult, they sent me an email for a Black Friday gift card today for a $50 massage, I signed up for it and than they told me I couldn't come in there because of the "incident" from a few years ago and told me I needed to "call the corporate number to get a refund" and the lady hung up on me.Initial Complaint
08/25/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
June 2021 massage luxe in westchase ******* fraudulently signed me up on a membership unbeknown to me. I happened to check a credit card statement today and see I have been paying auto pay of ***** per month more than 2 yrs now. Manager who does not allow her name to give out due security reasons they experienced before said they would not refund any of the more than ******* they have fraudulently charged me. I see this is a common complaint already on social media and BBB.Initial Complaint
01/17/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
This Company is a SCAM and FRAUD! I should have never signed up for auto pymt monthly for their "planned" massages schedule! They only want to set up customers who use them for an initial or 1st time visit, talk up a good scam, sign up unsuspecting clients! Once signed up, they charge monthly ***** and you may for absolutely NOTHING! They suddenly become unavailable for any pre paid massage you want to schedule!! I don't even want my hard earned monies returned!! I just called to cancel the monthly debit to my checking account! The bad person who answered phone won't cancel, won't provide their name. they provided me an option of sending a certified letter!! Are you kidding? They are a poor excuse of a business and run a scam that has gone on too long. I've shared my awful experiences within community and it appears community quite aware of their ongoing "scammy" ways! They have a terrible reputation! I want my automatic debits of ***** a month cancelled! They are awful and fraudulent! How convenient to pay for services that are never provided! You should have a legit organization investigate this company! Going on to long!Initial Complaint
08/31/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 8/31/2022 I booked a massage appointment for someone else. They asked what type of massage HE would like etc. They asked for my phone number and since I had been there before it was on file. They called back to let me know that the massage would be $98 because I no longer had a membership. No problem. Once HE showed up for the appointment they charged my credit card, that they were holding on file, under my name, a $98 cancelation fee since I am not the one showed up! So HE did not get the appointment and I was still charged for it! Are they allowed to hold the credit card and charge it as they choose? That cant be right! And why does it matter anyway who they massage, I am no longer a member....I was just trying to give them business. I would NEVER go back. Awful customer service, they will not refund the money.Business response
09/17/2022
***************** booked an appointment for herself on 8/31/22 at 1:00pm for a 1-hour massage. She provided her name, phone number, and credit card information to reserve the appointment. She did not show for the appointment and was charged for the missed appointment per our cancellation/rescheduling policy, which was communicated to her verbally upon booking and in writing in 3 separate emails sent to her prior to the appointment. We do not issue refunds for missed appointments.Customer response
09/19/2022
Complaint: 17896232
I am rejecting this response because: I did NOT provide a credit card number over the phone as the massage was being booked for someone else who would be using his own card. BTW that transaction was rejected by the credit card company as it was not a valid number any longer, they pulled that card from an OLD membership that I had with them long ago. I was told by my credit card company that holding my card on file, and using it at their discretion is fraudulent.I did not cancel the appointment because the person I booked the massage for showed up on time, and was denied service by Luxe Massage!
I would add that I have NEVER filed a claim against anyone else, I feel very strongly that their business practices are unethical at best! The Westchase location has a lot of bad feedback on line for the same reasons I am writing about now.
Sincerely,
*******************************Business response
09/19/2022
***************** booked an appointment for herself on 8/31/22 at 1:00pm for a 1-hour massage. She provided her name, phone number, and credit card information to reserve the appointment. She did not show for the appointment and was charged for the missed appointment per our cancellation/rescheduling policy, which was communicated to her verbally upon booking and in writing in 3 separate emails sent to her prior to the appointment. We do not issue refunds for missed appointments.Initial Complaint
05/03/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I schedule two appointment under the same account for Sunday, May 1st at 5pm. the appointment was set in person on April 3, 2022 about 6pm. on the day of may 1st We were told that one appointment was set for 5pm and the other was set for 1 pm. I was confused how that would have happened since both appointments are under the same account and we booked our appointment in person. The front desk refuse to reschedule our appointments and made it seem like it was my wrong doing. The business practices displayed was completely un acceptable. Adding insult to injury for card was charged on 4/3/2022 for $30 and again on 5/3/2022 for $118 and have not received any services for the month of May, after calling Massage luxe on 5/02/2022 expressing that I wanted to cancel my membership with their business.Business response
05/24/2022
Business Response /* (1000, 5, 2022/05/04) */ It is not possible to schedule two appointments at the same time for the same account. Ms. **** had one appointment scheduled at 5pm on 5/1/22. She came in for the appointment but refused to be serviced because she brought another individual with her who did not have an appointment at that time. We were fully booked and we could not accommodate an appointment for this individual at the same time, so Ms. **** refused to be serviced and was informed that her appointment on 5/1/22 would be checked out using an hour off her account per our cancellation policy which Ms **** agreed to in writing when signing up for her membership. The other individual had had an appointment earlier that day which he missed and was also charged using an hour off his account in accordance with policy. Ms ****'s email address is on file for both accounts. She received 4 separate emails confirming each appointment which state the appointment date and time (8 emails total) and read all of them days or hours prior to each appointment. The other individual was also called on 4/10/22 to re-confirm his appointment time and again 5 minutes into when his appointment started and voicemails were left both times. We never received a call back from either of these voicemails stating there was a booking error. Had we made an error in booking, Ms **** and the other individual had multiple opportunities to call us & notify us to change the appointment time but neither of them did. Thus, both of them were charged for missed appointments in accordance with policy and we are unable to issue refunds for any of the charges accrued on their Ms ****'s or the other individual's account.
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BBB Rating & Accreditation
This business is not BBB Accredited
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Contact Information
Customer Complaints Summary
5 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
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