MassageLuXe

Initial Business Response / [redacted] (1000, 7, 2015/10/26) */ The client became a monthly member with our companyOur memberships are no contract no commitments and require a monthly few to become a monthly member Outlined in every billing agreement are out terms and policies for said membershipThis includes but is not limited the billing dates, amounts, cancelation policy and release Also outlined it states that the client can cancel the monthly membership at any time, but the membership dues have to be current at the time of cancelation These clients have a passed due balance on the membership, and until that balance is paid we cannot cancel the membership as outlined in the billing agreementWe have made a good faith effort to update the client's accounts to then make the necessary changes they are requesting Cancelations are to be done in writing either in the location on a cancelation form, or sent by certified mail- again outlined in the billing agreement Also outlined in the agreement the services and funds are non-refundable upon cancelation We in fact did call the client to try and update the account 1x a day for days and upon being asked to refrain from future attempts to update the accounts we stopped these calls and sent everything to begin the collections processWe have also stopped the billing so that the client's will no longer accrue more monthly dues into the passed due balance

Initial Business Response / [redacted] (1000, 7, 2015/11/07) */ Client signed up for our month-to-month packageProvisions for the membership are stated on the billing agreement at the initial point of sale, having the most important items highlighted (including but not limited to cost, billing dates, cancellation policy), initialed and signed off on by the client line by lineAt the time of freeze and/or cancel a similar process is followedFor any new account or account change a copy of everything signed is also furnishedThis is in order to ensure that the specials/prices/terms offered are identical for each and every guestAs the membership is month-to-month with no contract, the prepaid services do remain on the account accumulated while the account is active, however they are not available to be used while inactive (frozen or suspended due to non-payment) and they expire if not used at the time of cancellationWhen the client came in and unfroze, she left prior to her dues collectedWhen the client came in, the unfreeze process was explained, including total amount due to reactivate (dues less accrued freeze credit)She was indeed called back as the dues for unfreeze were not collected while she was in store, so the closing employee was prompted that there were uncollected dues; notes were left in the client's account profile to that effectWhen she called back and explained her situation, Management had offered to waive the dues in this one instance and explained how the process normally works, however the client came in on their own accord and instead wanted to cancelOn the cancel form it clearly states that anything unused on account does expire at the time of cancellationThere is no refund of membership dues post cancellation, as there is no longer an account to attach unused hours toThe membership includes other perks and discounts that are all available to the guest throughout the month, and the monthly charge is not just paying for a service, so at this point no refund is dueManagement is more than willing to rescind cancellation and replace the account in a freeze or active status, as was offered on client's return phone call, however a refund is not an available optionShould the client want to rescind the cancellation, per management the unused hour will be replacedOtherwise, per billing agreement and cancellation policy, this account is currently considered cancelled with no further amounts due, and no refunds or credits available

Complaint: [redacted] I am rejecting this response because: [redacted] spoke with [redacted] and they said there was nothing she could do to refund her [redacted] received facial treatments because [redacted] told her that she had months to use all hours of services or else they would charge her more monthly fees to keep the hours she has already paid forSince [redacted] was not confident in this business' likelihood of refunding her money she took some treatment while I was off work and she would be able to get the treatmentI called [redacted] and made it clear to her that their response was not acceptable and we would pursue additional means to receive our refundI don't expect a refund for those two treatmentsI still expect a refund for the remaining $we paid that we received nothing forThe company has also not provided proof of the contract that shows they were allowed to charge us for years Sincerely, [redacted] ***

MassageLuXe has already refunded Mrs [redacted] for her 5/3/dues of $Her April dues are unable to be refunded due to the fact that as part of the promotion she joined on, it requires members to be billed a minimum of billing cycles (please see signed billing agreement)Her first month being $and the second month $ The $gives Mrs [redacted] a massage which she has already used and the second payment of $also gives her another massageMrs [redacted] has already used the $hour and for that reason we are unable to refund her for 4/3/We are however, willing to allow her to use the $hour at a later date

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted]

To whom it may concern:In response to the complaint pertaining to [redacted] ***'s monthly membership program that she enrolled with us back in 2010: [redacted] called our Kirkwood, MO location on Thursday, December in regards to her membership She spoke with [redacted] B., the General Manager, and stated that she thought she had cancelled her membership with us [redacted] went through his active files and obtained a copy of [redacted] ***'s signed membership agreement, but he did not find a cancellation notice for [redacted] [redacted] then asked [redacted] if she had a copy of the cancellation notice she thought she filled out in which [redacted] stated she did not [redacted] then went over a few options on how we could help her use up the hours she paid for with usIn the end, they decided to start with we waived the next months of membership dues so that she could come in and start using her hours without accumulating more in the meantimeSince this conversation, [redacted] has already received facial services with us, one being on December 29, and a second one on December 31, We will continue to stay in contact with [redacted] to ensure she able to use up her hours and is satisfied with the services she is receiving Please let me know if there are any further questions pertaining to [redacted] ***'s membership with MassageLuXeWarmest Regards, [redacted] Corporate District Manager [redacted] @massageluxe.com

Revdex.com,On behalf of MassageLuXe Rock Hill, we truly make every effort to meet our customers needs by promptly responding to any and all complaints Initially, customer [redacted] came into our spa located at [redacted] very upset about her account not being cancelledWe explained we had not received any request to cancel her membership, but promptly cancelled her membership that dayWe also offered her time to use the credits on her account without any additional charges [redacted] refused to speak with us about any other options at that point otherwise I believe we could of came to this agreement in a more timely manner We will be issuing [redacted] a refund check in the amount of $in accordance with her request to refund all charges less her single visit to MassageLuXePlease contact me at [redacted] or at [redacted] @massageluxe.com with any further questionsWarmest Regards, [redacted] Corporate District Manager

This has been resolved with Mrs*** has been refunded due to the circumstances of her pregnancy

I canceled my membership at $per monthI joined 8/26/At the time of cancellation in 11/13/17, I was told they would retain $from my credit cardThese charges were made for serviced "not" renderedKari, my therapist, wrote on the back of her business card the days she was availableThat's why I joinedLater, they told me she does not work those days and those hours
Product_Or_Service: masssage services
Order_Number: none
Account_Number: none

To whom it may concern:The MassageLuXe location the client is referring to is our O'Fallon, MO not the Rock Hill, MO locationThe O'Fallon,MO location made attempts to contact the client in regards to a past due balance with her membershipThe O'Fallon location did not receive any cancellation
notices from this client and still has not at the present timeThe O'Fallon location has not attempted to contact said client since the beginning of April and have discontinued contacting the client in regards to any past due balances going forward. Warmest Regards,MassageLuXe Representative

Initial Business Response /* (1000, 7, 2015/11/07) */
Client signed up for our month-to-month packageProvisions for the membership are stated on the billing agreement at the initial point of sale, having the most important items highlighted (including but not limited to cost, billing dates,
cancellation policy), initialed and signed off on by the client line by lineAt the time of freeze and/or cancel a similar process is followedFor any new account or account change a copy of everything signed is also furnishedThis is in order to ensure that the specials/prices/terms offered are identical for each and every guestAs the membership is month-to-month with no contract, the prepaid services do remain on the account accumulated while the account is active, however they are not available to be used while inactive (frozen or suspended due to non-payment) and they expire if not used at the time of cancellationWhen the client came in and unfroze, she left prior to her dues collectedWhen the client came in, the unfreeze process was explained, including total amount due to reactivate (dues less accrued freeze credit)She was indeed called back as the dues for unfreeze were not collected while she was in store, so the closing employee was prompted that there were uncollected dues; notes were left in the client's account profile to that effectWhen she called back and explained her situation, Management had offered to waive the dues in this one instance and explained how the process normally works, however the client came in on their own accord and instead wanted to cancelOn the cancel form it clearly states that anything unused on account does expire at the time of cancellationThere is no refund of membership dues post cancellation, as there is no longer an account to attach unused hours toThe membership includes other perks and discounts that are all available to the guest throughout the month, and the monthly charge is not just paying for a service, so at this point no refund is dueManagement is more than willing to rescind cancellation and replace the account in a freeze or active status, as was offered on client's return phone call, however a refund is not an available optionShould the client want to rescind the cancellation, per management the unused hour will be replacedOtherwise, per billing agreement and cancellation policy, this account is currently considered cancelled with no further amounts due, and no refunds or credits available

Initial Business Response /* (1000, 7, 2015/10/26) */
The client became a monthly member with our company. Our memberships are no contract no commitments and require a monthly few to become a monthly member.
Outlined in every billing agreement are out terms and policies for said membership. This...

includes but is not limited the billing dates, amounts, cancelation policy and release.
Also outlined it states that the client can cancel the monthly membership at any time, but the membership dues have to be current at the time of cancelation.
These 2 clients have a passed due balance on the membership, and until that balance is paid we cannot cancel the membership as outlined in the billing agreement. We have made a good faith effort to update the client's accounts to then make the necessary changes they are requesting.
Cancelations are to be done in writing either in the location on a cancelation form, or sent by certified mail- again outlined in the billing agreement.
Also outlined in the agreement the services and funds are non-refundable upon cancelation.
We in fact did call the client to try and update the account 1x a day for 60 days and upon being asked to refrain from future attempts to update the accounts we stopped these calls and sent everything to begin the collections process. We have also stopped the billing so that the client's will no longer accrue more monthly dues into the passed due balance.

Initial Business Response /* (1000, 7, 2015/11/07) */
Client signed up for our month-to-month package. Provisions for the membership are stated on the billing agreement at the initial point of sale, having the most important items highlighted (including but not limited to cost, billing dates,...

cancellation policy), initialed and signed off on by the client line by line. At the time of freeze and/or cancel a similar process is followed. For any new account or account change a copy of everything signed is also furnished. This is in order to ensure that the specials/prices/terms offered are identical for each and every guest. As the membership is month-to-month with no contract, the prepaid services do remain on the account accumulated while the account is active, however they are not available to be used while inactive (frozen or suspended due to non-payment) and they expire if not used at the time of cancellation. When the client came in and unfroze, she left prior to her dues collected. When the client came in, the unfreeze process was explained, including total amount due to reactivate (Normal dues less accrued freeze credit). She was indeed called back as the dues for unfreeze were not collected while she was in store, so the closing employee was prompted that there were uncollected dues; notes were left in the client's account profile to that effect. When she called back and explained her situation, Management had offered to waive the dues in this one instance and explained how the process normally works, however the client came in on their own accord and instead wanted to cancel. On the cancel form it clearly states that anything unused on account does expire at the time of cancellation. There is no refund of membership dues post cancellation, as there is no longer an account to attach unused hours to. The membership includes other perks and discounts that are all available to the guest throughout the month, and the monthly charge is not just paying for a service, so at this point no refund is due. Management is more than willing to rescind cancellation and replace the account in a freeze or active status, as was offered on client's return phone call, however a refund is not an available option. Should the client want to rescind the cancellation, per management the unused hour will be replaced. Otherwise, per billing agreement and cancellation policy, this account is currently considered cancelled with no further amounts due, and no refunds or credits available.

To whom it may concern:In response to the complaint pertaining to [redacted]'s monthly membership program that she enrolled with us back in 2010:[redacted] called our Kirkwood, MO location on Thursday, December 29 in regards to her membership.  She spoke with [redacted] B., the General Manager,...

and stated that she thought she had cancelled her membership with us.  [redacted] went through his active files and obtained a copy of [redacted]'s signed membership agreement, but he did not find a cancellation notice for [redacted].  [redacted] then asked [redacted] if she had a copy of the cancellation notice she thought she filled out in which [redacted] stated she did not.   [redacted] then went over a few options on how we could help her use up the hours she paid for with us. In the end, they decided to start with we waived the next 6 months of membership dues so that she could come in and start using her hours without accumulating more in the meantime. Since this conversation, [redacted] has already received 2 facial services with us, one being on December 29, 2016 and a second one on December 31, 2016.  We will continue to stay in contact with [redacted] to ensure she able to use up her hours and is satisfied with the services she is receiving.  Please let me know if there are any further questions pertaining to [redacted]'s membership with MassageLuXe. Warmest Regards,[redacted]Corporate District Manager[redacted]@massageluxe.com

MassageLuXe has already refunded Mrs. [redacted] for her 5/3/2017 dues of $58.88. Her April 2017 dues are unable to be refunded due to the fact that as part of the promotion she joined on, it requires members to be billed a minimum of 2 billing cycles (please see signed billing agreement). Her first month being $10.88 and the second month $58.88.  The $10.88 gives Mrs. [redacted] a massage which she has already used and the second payment of $58.88 also gives her another massage. Mrs. [redacted] has already used the $10.88 hour and for that reason we are unable to refund her for 4/3/2017. We are however, willing to allow her to use the $58.88 hour at a later date.

Initial Business Response /* (1000, 10, 2015/07/31) */
Client signed up for our month-to-month membership package on May 15th, 2015. Provisions for our month-to-month packages are all disclosed on the membership billing agreement; one copy is signed and kept on file at our location, and the other...

is furnished to the customer. During the sale of the membership, the most important terms are highlighted and explained, including the following:
Section 2: The monthly dues of $54.88 are due on the 15th day of each month hereafter until the membership is terminated in accordance with this agreement.
Section 3: Membership enrollment date is 5/15/2015 and the initial term is through 6/15/2015
Section 4: By signing below, I authorize MassageLuXe to charge my account specified below. The monthly dues and/or renewal amount will be withdrawn on or before the same day of each month. I understand that MassageLuXe may continue to charge my account information or cancel my membership in accordance with the terms and conditions of this agreement.
Section 5: You may cancel your membership a minimum of one (1) day prior to your billing date. You are responsible for all membership fees incurred until you cancel your membership in accordance with the terms of this Agreement. Once you have put in your request, all services that you have on your account will be forfeited. You must be enrolled for a minimum of two billing cycles. In order to cancel your membership, you must either go to your home location or send a certified letter.
Just above the signature line, the Billing Agreement also states, YOU ACNOWLEDGE RECEIVING A COMPLETED COPY OF THIS AGREEMENT BEFORE SIGNING IT.
This membership documentation is presented prior to the check-out of the appointment, and is covered line by line.
Customer service notes in the account indicate that the client was called on 6/15/2015, when the initial $54.88 payment did not process to the card she provided. Client responded "she will not pay us". Per front desk consultant fielding the call"Client began yelling when I was explaining the policy and that she signed the billing agreement, she called me an "it" and hung up."
Client then began writing on the company Facebook page, which is her prerogative, however she was providing false information regarding her issues that we were attempting to resolve
General Manager of the location reached out to the client to explain the policy, as signed for by the client on the billing agreement; the initial term is through 6/15/2015 per her enrollment date. Any time after that date, the client is free to make any changes to the account, as we have no long term contracts
The client received a free hour loaded into the account when she joined after her service on 5/15/2015, per our new member join special, which she redeemed on 5/31/2015. When she was called on 6/15/2015 (the dues she signed and agreed upon were unable to process on the card she provided, as promised) she refused to pay despite us providing our end of the offer she received
Client never cancelled the account on June 15th as proclaimedthe first contact with the client regarding any account issue was actually made by us on the 15th of June because her first payment never processed
Had that initial term payment processed on June 15th, she would have received another hour loaded into the account that day, which she could have used at her leisure and then closed the account if she no longer wanted to keep the membership going
Client called back on 7/8/2015reported customer service notes from that call are as follows:
o Client called and began yelling before I even knew who she wasonce I got her name and told her I would look into her account she said "stop sending me bills"
o Upon reviewing her account (and previous notes) I realized that she had used her free bonus hour and did not go through the initial termI didn't get to explain this to her however, as she screamed profanities and called me an it
o Claims she cancelled before her free service, to which I tried to clarify. I explained that the initial term of the membership was one month from the sign up date, and that she received a bill in the mail because of the 6/15/2015 payment that we were unable to process, which was due per the initial term of her signed Billing Agreement
o Says she called corporate office as well as the Kirkwood location and they told her she could mail it...Before I could explain that while that was correct that cancellation could be mailed, the account couldn't be cancelled while past due/prior to initial term billing; she began yelling again and cursed, so I warned her I was ending the call
As far as the claims about the product, we offer exchanges only within 30 days, or we replace if defective (i.e. broken pump, unsealed package, etc...) per the policy of the company that makes the product. The Licensed Estheticians that provide the services are always going to make recommendations for products to continue the skin care regimen at home and accentuate results. This is standard at any spa that provides facial services as one facial service, no matter how good, is going to solve all skin care concerns in one visit. We would have gladly exchanged the product for something else on a different line if that specific one wasn't working; however this issue was never brought up until this point.
Our Resolutionthe clients account was cancelled due to non-payment, so she has no current obligationshe has received two massages (normal guest rate $74 each session) for a total of $4.88, and redeemed her gift card, and did not honor the initial term of the billing agreement per the new member special. Collection efforts for this agreed upon term payment were ceased however, because of the threatening nature by which the client responded to contact by Guest Services, as well as Management. The corporate office also attempted to intervene, however the client responded in the same. No further contact will be made to the client regarding this issue, as we do not wish to subject our staff to such verbal abuse and threatening tone.

Initial Business Response /* (1000, 7, 2015/10/12) */
Ms. [redacted] initially called our Creve Coeur, MO location on 9/21/15 and let us know that she wanted to cancel her membership, but did not want to lose the hours she had paid for and was out of townso instructed us to leave her account open for...

the time being. The GM called and left a message for Ms. [redacted] on 9/24/15 and 9/27/15. Ms. [redacted] returned the calls on 9/27/15 in which was also when the GM was first informed Ms. [redacted] recently found out she was expecting as well. Ms. [redacted] and the GM came to a resolution on 9/27/15 to freeze the account and allow Ms. [redacted] to use 3 hours while frozen after she is out of her first trimester (first 12 weeks) of pregnancy so that she would not lose the hours she paid for.

Complaint: [redacted]
I am rejecting this response because:
[redacted] spoke with [redacted] and they said there was nothing she could do to refund her. [redacted] received facial treatments because [redacted] told her that she had 6 months to use all 76 hours of services or else they would charge her more monthly fees to keep the hours she has already paid for. Since [redacted] was not confident in this business' likelihood of refunding her money she took some treatment while I was off work and she would be able to get the treatment. I called [redacted] and made it clear to her that their response was not acceptable and we would pursue additional means to receive our refund. I don't expect a refund for those two treatments. I still expect a refund for the remaining $3617.12 we paid that we received nothing for. The company has also not provided proof of the contract that shows they were allowed to charge us for 6 years. 
Sincerely,
[redacted]

Revdex.com,On behalf of MassageLuXe Rock Hill, we truly make every effort to meet our customers needs by promptly responding to any and all complaints.  Initially, customer [redacted] came into our spa located at [redacted] very upset about her account not being...

cancelled. We explained we had not received any request to cancel her membership, but promptly cancelled her membership that day. We also offered her time to use the credits on her account without any additional charges.  [redacted] refused to speak with us about any other options at that point otherwise I believe we could of came to this agreement in a more timely manner.  We will be issuing [redacted] a refund check in the amount of $176.64 in accordance with her request to refund all charges less her single visit to MassageLuXe. Please contact me at [redacted] or at [redacted]@massageluxe.com with any further questions. Warmest Regards,[redacted]Corporate District Manager

Complaint: [redacted]
I am rejecting this response because: I only received a refund for the month of May. I'm not interested in another appt at a future date. I would like a full refund from April 2017. 
Sincerely,
[redacted]