Florida Massage Lake Mary Reviews (%countItem)
Florida Massage Lake Mary Rating
Address: 1125 Townpark Ave Ste 1031, Lake Mary, Florida, United States, 32746
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massageluxe.com
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Organization is collecting monthly fees for services not able to provide due to COVID-19. If membership is cancelled customer looses all money and hrs
Organization is collecting monthly fees for services not able to provide due to COVID-19. According to this organization's policy If membership is cancelled customer looses all money and hours in his or her account. Complaint is that this organization should stop collecting money from customers until they are able to provide the services in the contractual agreement. Moreover, all money's collected the last two months should be refunded to the customers and all accounts collection should stop until the principal is able to provide services.
All collections should stop immediately. Hence, the collections are for services that the organization is not able to perform at this time. Moreover, this organization requires physical contact that a great number of people are not willing to engage due to COVID-19 even if the place would reopen. Resolution- refund last two months of collections, COVID-19 closed dates. Stop all future collections until pandemic medical events improve to the point of safe physical contact. Organization has no point of contact on website, point of sale not able to provide resolution.
Contacted Lake Mary location and they agreed to refund this month and not charge future months until they are able to provide services. Moreover, they agreed to keep account open as well as keep my accumulated hours.
Contacted Lake Mary location and they agreed to refund this month and not charge future months until they are able to provide services. Moreover, they agreed to keep account open as well as keep my accumulated hours.
Thank you for your attention.
Resolution
The policy changed in the middle of our contract to require a parent sit in room with my 16 year old daughter. No warning/refuse refund.
We signed up for membership because they allowed minors. Our daughter had a stroke as a baby and has partial weaknesses and massage helps. She had one therapist she used and was comfortable with her. Either me or her dad would wait in the lobby
while she was there. After scheduling an appointment, they called back and said corporate policy changed and either parent must d=sit in the room with her until she becomes an adult.
I asked to cancel and get a refund but was told I could not cancel until next month and would lose the paid service as there is no refund allowed.
We aren't in agreement with their new policy and members should be allowed notice and allowed to cancel and get a refund if it is past the deadline due to their negligence in properly informing of policy change.
I want to cancel both my membership and my daughters and be refunded the money back for services not received.
Do not ever let them pressure you into their monthly Membership! My husband and I went there for the first time 7/31/18 and had a massage. When going back to the front desk to pay for our services we were haggled, pressured and PUSHED to sign up for their membership promo they had so we would get the discount for the massages we received that day. We both Kept telling the worker we would just like to pay for our services that day and thats it because we don't think we could ever go back we are too busy and we didn't want monthly charges for something we wouldn't get to use. The Worker insisted thats no big deal that we could just sign the cancel form right away today so you wont have to worry. So we let her sign us up. I gave our card info she quickly sign the membership form then had us sign what we thought was the Cancellation form.
I Started noticing two monthly charges for $5.00 every month so I called to try to find out why. I am told that I didn't sign a cancellation that I just signed a freeze form so that means my husband and I still get charged $5.00 each month. BUT if I wanted to I needed to go into their office sign the cancellation form and PAY them $28. I told the worker NO NO NO I want to talk to a manager because I feel VERY mislead and we didn't want to be in a membership and and trusted what their employee was telling us was true that they should cancel my account out and refund our money for those monthly charges we were NOT informed was going to be charged.
The Manager Jessica got on the phone I reexplain my problem and she rudely asked well then why would you sign agreeing to be charged monthly. I kindly explained again we were pushed to sign up for the membership to get the discount then cancel it right away so I thought I had signed to charge my card the ONE time then we signed the cancellation form. Jessica said that doesn't make sense. Jessica said the only way I can cancel and stop the monthly charges is to go in there sign the correct form because we didn't sign the cancellation it was just a "Freeze" and pay the $28 then we wouldn't be charged anymore. I told her thats not right and this is exactly why we didn't want to sign up in the first place! She was Rude and in NO way trying to help us get rid of the monthly charges!
I Feel we were LIED to just to get us to sign up and now they wont let us out unless we physically go in to cancel and pay more money. Poor business, terrible Customer service. I Will never return to this FRAUD of a company!
MassageLuXe/FaceLuXe is a nationwide franchise which is membership based. Each new client has the opportunity to visit our spa for their fist visit on one of our introductory rates for either a massage or a facial. After the client's service, our staff inform all clients of our affordable memberships and promotions available for joining on your first visit. Our staff have no way of forcing or scamming anyone into joining, for the member's signature is required for billing authorization. Each member upon joining receives a copy of their signed billing agreement. Our memberships are all on a month-to-month agreement with only a two month commitment. All of our membership terms are explained in the billing agreement and each member is required to initial and sign they are aware of these policies. Once a member has fulfilled their two month commitment, they have the option to cancel at anytime up to a day prior to their billing date without being charged.
Mr. and Mrs. P chose to freeze their membership immediately upon joining due to their busy schedule. They also received a copy of their signed freeze form, where they both initialed and signed they were aware of the $5 charge each month until they reactivated their membership. Once they reactivate their membership, all of the $5's paid will be credited back to their membership dues and will be responsible for the remaining balance. This will give them both the credit to use towards a service at any of our spas nationwide and will then fulfill their two full payments required for cancellation eligibility.
Our mission at MassageLuXe/FaceLuXe is to provide the highest quality service to all of our clients, members or nonmembers. We also do our best to provide exceptional customer service. None of our staff lie about any of our policies or services and do not speak to any client or guest rudely.
If any of the signed documents are required of proof of joining and freezing, please contact me at the spa or email me the link to submit the supporting documentations.
AJ L., Florida Regional Manager
MassageLuXe/FaceLuXe
407-688-3444
[email protected]
Im sorry AJ with massage luxe but it doesn't matter what you say your policies are because you were not there while my husband and I were being pressured into signing up for the month to month plan when we kept saying we didn't want it ! You did not hear what your employee explained and didn't explain. We had no intentions on a monthly charge. We simplify wanted to have our date night start with a nice massage, pay for it and leave. That's not what happened after our massages we went to the counter to pay. We were sales pitched Over and over for about 30-45 mins by your employee that was not going to take no for an answer. She kept pushing us to just sign up so we can get the promotional rate for our visit that day but that we could cancel "freeze" right away. She Never explained it was not a cancellation and she NEVER AT ANY TIME EXPLAIN ANYTHING ABOUT A $5 that we would be charged to each my husband and I every month $10 total. We would have never agreed if we were explained that MAJOR detail!. To be honest we were just trying to get out of there as fast as possible because we felt incomfortable and we were wasting so much time when your employee was not listening to us when we kept saying we just wanted to pay for the one massage each and go. Aj with massageluxe you can claim all day what your employees are suppose to do but your employee did not have good customer service she mislead us the whole time which I am very upset because again had I known what we know now we would have never visited you place of business! We TRUSTED that your employees quick summaries of what we were signing so she could speed things up since we were getting frustrated with how much Time all of that was taking. Again she NEVER EVER explained the $5 a month x 2! Your employee left out very important details. It took we calling a few months later after seeing charges months after our one massage to find out why when we thought we canceled it right Away. Again we were there for the one massage that was it really had no intention on going back anytime soon or if ever. I even told the employee I didn't care about the discount we just want to pay for the services, we did not want a monthly plan that we will never use Because we probably wouldn't make it back there. but she sold us on we could signup and cancel right away and that's what I thought we did. Your company was very misrepresented and someone needs to make it right. Or I will go even further with my compaints to make sure no one else is treated they way we being treated! Do not charge my card again! This is your warning in writing! You have taken multiple payments on top the prices we paid on the original visit don't you think that enough for the one massage my husband and I received ? Terrible way to do business ! We regret ever going to there such a shame! If I receive another charge from your company I will not only dispute it will continue filing what ever complaints necessary to insure no one else have to deal with this headache that should have never been for one freaking massage! We just wantes one spontaneous massage instead of this disaster!
I went to this location because they were having a new patient sale. When I went to my appointment, they offered me a membership program. I agreed and that same month I had a major family issue so I went ahead and tried to cancel that same month my subscription. After this, they again started talking about just putting this account on hold and to only pay $5.00 a month until I felt like I could start paying monthly or to cancel. Well after 7 months having this draft automatically deducted from my account, I called and again tried to cancel my subscription and they now told me that I will need to pay an extra fee and schedule another massage in order to cancel, so I went again and made an appointment to cancel. When I finished my massage the day of my appointment I asked ok so this is all you need to do to cancel the membership? and then the female yes and you also have a credit for an hour massage left. Well I left thinking I had an additional massage and to my surprise they instead ended up charging me an additional $58.88 today, I immediately called and tried to cancel my subscription and they said I needed to speak with the Manager. After three phone calls I finally got an answer from a Manager named AJ. After I explained everything he said there was no way they could stop or refund that money that there is nothing showing that I have canceled my subscription. I am very particular about this since I've been trying to cancel this several times. I already have paid 146.88 for only two massages.
Product_Or_Service: Massage
Refund All I need is my refund of 58.88 that I did not agreed to pay and cancel this subscription.
See Attached Letter/Documents:
* would have stated her intentions
o Whom it May Concern,
This letter is a response to a complaint filed on 5/22/2018 by*** against
MassageLuXe in Lake Mary Florida.
MassageLuXe/FaceLuXe is a membership based spa franchise.*** Mattei came in for
her initial massage on September 6"' 2017 and joined on our LuXe membership of $58.88,
which includes one hour of service. All of our memberships are on a month-to~month
agreement with a two month commitment. After ioining,*** froze her membership on
10/3/2017 prior to fullling her obligated membership term. While frozen, members pay
$5/month until they unfreeze. Once the membership is reactivated, the $5's paid are credited
back to the membership dues and they pay the difference.*** came in on 4/22/2018 to
unfreeze her membership.
Along with this statement is a oopy of the membership agreement*** Mattei signed
when she joined, and a copy of the cancellation form signed when she cancelled her
membership on 5/22/2018. l have underlined the portion of the membership agreement where
Marie initialed next to our cancellation policies. we do not do any cancellations over the phone
or verbally. All cancellations must be done in person. If
to cancel with my front desk staff, they would have informed her of our cancellation policies. In
this same section where she initialed she understood our cancellation polices, it also states that
members are responsible for all membership fees incurred until they cancel their membership.
This is all explained at the time of signing up, as well as a copy of this agreement is provided to
every new member after completed. '
_ Everymember has the option to cancel their membership up to one day prior to their
billing date after they have completed their membership obligations. All changes to accounts
are done in person and documented for proof of changes.
PIease feel free to contact the spa with any further questions.
AJ L
Regional Manager
MassageLuXe/FaceLuXe
Lake Mary:
1125 Townpark Ave. Suite 1031
Lake Mary, FL 32746
(407) 688-3444
Winter Park
2217 Aloma Ave. -
Winter Park, FL 32792
(407) 740-5893