Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/26/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a gift card that said 1 hour free massage or facial. When I checked in the *** asked me if I was using a gift card and I told her yes. She took the card and I had my appointment. At the end of my appointment she said that I owed $10 because their rates increased. Even though my gift card said 1 hour free massage or facial. How do I owe any money just because your rates increased.

  Business Response

  Date: 12/12/2024

  Thank you for sharing your concern, and I completely understand your frustration. Based on what you've described, it seems like the terms of the gift card were clearly outlined as offering "1 hour free massage or facial," and you should have been able to redeem it for the full service without additional charges.
  I would recommend reaching out to the customer service team that handles refunds at the following email to get this matter resolved as soon as possible. The email is ***********************************************

  Customer Answer

  Date: 12/12/2024

  Complaint: 22606836
  
  I have reviewed the business' response and am rejecting it because they have given me an email to address my complaint with. I have emailed that address and will await for a response before closing this complaint out. 
  
  
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The incident leading to my complaint initially occurred on 05/06/2024. My wife and I decided to use 2 gift certificates we had to get massages after our wedding on 05/04/2024. After our service was complete, at checkout the receptionist informed us if we paid $40 ($20 each) in advance we would be entitled to an hour long service each at the time of our choosing. I informed the receptionist this sounded too good to be true and asked what the catch was. She insisted repeatedly there was no catch, that is all it was, so we obliged and offered to pay the $40 in cash but were told card was easier (to place a card to charge on file...). What the receptionist failed to mention was she was deceitfully entering us into a contract for a membership against our knowledge or will. A month later on 06/07/2024 I received a charge for $150 from MassageLuxe. I called and asked what that was about and was informed it was for our membership. I informed them we never signed off on or agreed to a membership. The matter escalated to manager ***** who told me since the system already processed the billing they cannot issue a refund, ignoring the fact we were entirely deceived and fraudulently charged and entered into a contract. She offered to cancel the membership and have the owners reach out to me to discuss the matter. I never once heard from the owners and assumed the $150 was a loss but at least the membership was canceled. Since then, an additional $150 was charged on 07/07/2024 and 08/08/2024. In total there have been $450 in fraudulent charges and no attempt at resolution from the company, as well as the deceitful $40 cost to initiate an unwilling membership contract. There are numerous reviews sharing the same sentiments and story as mine of deceitful and fraudulent business practices over the span of 8+ years and yet the issue has never ended. I want my money back and this horribly ran business to be held accountable.

  Business Response

  Date: 08/13/2024

  Hi *****, 

  I would love to assist you on this but your home location was ********, **. My ownership group is over MassageLuXe Brentwood, ***********, ******** and *********. Since ******** is a different owner we are not affiliated with them. You would have to be in contact with ********, ** and their managers/owner. ********** phone number is **************. 

  Business Response

  Date: 08/14/2024

  I Spoke with ***** yesterday on the phone and informed him that I have refunded his credit card for the August payment and we are also mailing him a refund check of $340 for the other 2 months plus the $40 he paid that day in spa . I called to verify we had the correct address on file and I put the check in the mail this morning. I informed ***** that he should receive it by the end of the week. He thanked me for making this right and we ended the phone call. I'm a little confused why I am still getting this BBB complaint after we came to a resolution yesterday? 

• Initial Complaint

  Date:05/13/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a gift certificate for Christmas and set an appointment for massage on May 13th, 2022 at 10 am. The person at the front desk provided me with tablet to fill in my personal information electronically and was ushered to a waiting area. When filling out the documents a name kept popping up other than my own. A person named ****************** It was all of her personal information and to respect her privacy I am not disclosing her full name or any screenshots I tool from my phone. I took the tablet back to the receptions who apologized then provided me with the correct tablet. I completed my information then proceeded to wait 25 minutes while watching other patrons come and go from the waiting room wondering when I would next. I then went to the receptionist area and ask if waiting that long was normal. The receptionist then said she would contact the therapist to see what was going and I was asked to go back and wait some more. After about 5 minutes the receptionist said "oh, I'm sorry I called the her and she has food poisoning but we can get you with another therapist but not until 11". To compensate me, she promised additional services and said she was adding those to my file but did not notate anything on my certificate. People make mistakes, I get that. But making a mistake with someones private information and violating a privacy policy is egregious. My other issue is making sure that someone at the facility is managing the therapists comings and goings. As a business they should have known when the therapist did not show 35 minutes after the appointment was set to begin. Very bad management. As a business, you need to reach out to **************** and disclose what occurred today with her data.