Complaints

• Initial Complaint

  09/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In July of 2023 i cancelled my monthly membership at MassageLuxe Spa. Upon cancelling i had 2 sessions to use prior to August 15 or 16th. In July I scheduled a massage and a facial for August 13 so that i could use my remaining 2 sessions. The day prior to my appointment, I received a call from the receptionist at Massage Luxe to confirm my scheduled appointments and I accepted the confirmation. On Sunday, one hour before my scheduled appointments I received a call from the receptionist at MassagLuxe informing me that the estetician had a family emergency and I would need to reschedule my facial. The receptionist gave me the option of rescheduling or extending my massage by 30 minutes. I opted to reschedule both appointments. The receptionist and I both being fully aware that my membership was being cancelled, I asked how long I would I have to rebook i.e. when would my sessions expire. The receptionist mentioned that she would need to confirm the new date with the manager and she would reach out on tomorrow (Monday) and would call me to confirm how long I would have to use my sessions. Since August 13th I have called MassageLuxe 3 maybe 4 times waiting on a resolutions and the response has been the same. The manager is waiting to hear from the owners. On yesterday, 9/18 during my most recent call, I asked for a full refund for my 2 sessions paid in advance and was denied a refund or the option to rebook the sessions that their estetician cancelled. The receptionist agreed to call me back within 24 hours to let me know when I could rebook and it has been over 24 hours and I still have not received a response from the manager, receptionist or spa franchisee.

  Business response

  10/10/2023

  This complaint has been responded directly to the consumer, ***** ******, and reached a resolution. She has used her remaining 2 hours of service on 10/1/2023.

  Customer response

  10/26/2023

  Hi ********

  
  

  Thank you for giving attention to my matter. 

  My complaint was assigned ID ********* 

  The business has reached out and resolved the issue.

  
  

  Thank You for your assistance,

  *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩