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Business Profile

Massage Therapist

Massage Luxe

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Massage Therapist.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/16/2024

    Type:Order Issues
    Status:
    Resolved
    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 signed up for a billing agreement in June 2024 for massage services. I called today August 16 to cancel by having a cancellation form emailed to me as per one of the 3 ways specified in the billing agreement. I was told that I was not able to do that as their location had a different policy. I told them that was not what I signed and that they needed to honor the agreement. The woman in the phone refused. I want my subscription canceled as of 8/16/24.

    Customer Answer

    Date: 08/22/2024

    Uodate: The business did finally agree to let me cancel and I have done so. The business still needs to stop hiding behind the excuse of "it's a corporate form and we can't change it". If a customer signs an agreement with specific wording, they need to honor it. If they want to change given terms, they need to be able to add an addendum. 

     

    Thank you for your help, BBB.

  • Initial Complaint

    Date:02/13/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    On 01/08/2022 I went to massageluxe in Lancaster for a facial, I thought I would be able to use one of the gift certificates I had purchased but the employee told me they expired and could only be used as $39 cash value instead of the over $100 value of the facials. When I got home my daughter informed me that the gift certificates didn't have an expiration date, so we have been contacting this company for over a month, multiple emails and phone calls which they never respond to, actually the assistant manager ***** who first communicated with my daughter and did respond to our initial email no longer works there and neither does the employee who misinformed me out of hundreds of dollars. The latest excuse we were given is that it was my decision to use the gift certificates cash value so there's nothing ********* the manager or the owner can do. But as we tried to explain I had only had one facial with that gift certificate which means I still have one massage left and I have daughters, friends, nieces, etc. that I would've gladly gifted a over $100 gift certificate to instead of using it as a $39 cash value. I was misinformed and they refuse to offer any solution to an employee telling me my certificates had expired when they were not expired. Its so sad that I was lied to, which benefited the business and that they say there's no solution. Why cant they give me back the certificates? I will pay back the $78.

Massage Luxe is NOT a BBB Accredited Business.

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