MassageLuXe Fenton

Critical: CommunicationHonestly never had any issues with the services. Like most massage chain places they hire most their people straight from graduating so it’s nothing to write home about but your average massage experience. My issues is with their membership services. I tried cancelling this several times since COVID hit but was told I could not cancel over the phone, they could only freeze my account. So I went to the location in Manchester when the freeze expired in September (not in time for them to cancel the $70 withdrawal of course) and they said that they couldn’t cancel because I wasn’t at my “home location.” After explaining that I have already called twice and now visited physically during a pandemic, I don’t want to go all the way out to Fenton where I signed up. They “cancelled it” and told me my massage credits were valid for 90 days at which point I could decide to get the credits in a gift card if I didn’t use them. Well now it’s December and I get a call from Allison at the Fenton location telling me “good news I’m only $5 overdue to restart my membership.” I explained the above and that I had cancelled and was met with “Well idk who told you that but you CAN cancel on the phone but only with your home location so I’ll get this over to my manager to get this acctuuually cancelled. “ I went through my bank statements explaining I haven’t been charged in months so I really don’t understand why I’m all of a sudden getting a call in December saying I’m overdue. She said something about promotions for people who are behind on their accounts. Honestly I know it’s not her fault for the miscommunication and I tried to be as respectful as possible but her attitude about this whole situation was atrocious. Like we’re in a pandemic and largest economic depression we’ve ever seen, I was just on unemployment a few months ago I don’t want to pay this $70 membership for a service I can’t use and have already cancelled. It shouldn’t have been this difficult in regular times but especially now. Employees handling these situations need more empathy and less accusatory tone. You’re better off giving your money to Elements massage, the membership is only a bit more than Massageluxe, much better service and no membership scams.Honestly never had any issues with the services. Like most massage chain places they hire most their people straight from graduating so it’s nothing to write home about but your average massage experience. My issues is with their membership …More

Honestly never had any issues with the services. Like most massage chain places they hire most their people straight from graduating so it’s nothing to write home about but your average massage experience. My issues is with their membership services. I tried cancelling this several times since COVID hit but was told I could not cancel over the phone, they could only freeze my account. So I went to the location in Manchester when the freeze expired in September (not in time for them to cancel the $70 withdrawal of course) and they said that they couldn’t cancel because I wasn’t at my “home location.” After explaining that I have already called twice and now visited physically during a pandemic, I don’t want to go all the way out to Fenton where I signed up. They “cancelled it” and told me my massage credits were valid for 90 days at which point I could decide to get the credits in a gift card if I didn’t use them. Well now it’s December and I get a call from Allison at the Fenton location telling me “good news I’m only $5 overdue to restart my membership.” I explained the above and that I had cancelled and was met with “Well idk who told you that but you CAN cancel on the phone but only with your home location so I’ll get this over to my manager to get this acctuuually cancelled. “ I went through my bank statements explaining I haven’t been charged in months so I really don’t understand why I’m all of a sudden getting a call in December saying I’m overdue. She said something about promotions for people who are behind on their accounts. Honestly I know it’s not her fault for the miscommunication and I tried to be as respectful as possible but her attitude about this whole situation was atrocious. Like we’re in a pandemic and largest economic depression we’ve ever seen, I was just on unemployment a few months ago I don’t want to pay this $70 membership for a service I can’t use and have already cancelled. It shouldn’t have been this difficult in regular times but especially now. Employees handling these situations need more empathy and less accusatory tone. You’re better off giving your money to Elements massage, the membership is only a bit more than Massageluxe, much better service and no membership scams.

Critical: QualityGot called back almost 10 min after my time. Told him what was bothering me, my hip slipped out of place but was starting to get better but really wanted that area worked on. He never ONCE touched that area. Never worked on my mid back to glutes. My face massage consisted of rubbing around my ears and nothing more. Then he ended almost 5 min before my hour. Needless to say my back and hips are still killing me!Got called back almost 10 min after my time. Told him what was bothering me, my hip slipped out of place but was starting to get better but really wanted that area worked on. He never ONCE touched that area. Never worked on my mid back to …More

Got called back almost 10 min after my time. Told him what was bothering me, my hip slipped out of place but was starting to get better but really wanted that area worked on. He never ONCE touched that area. Never worked on my mid back to glutes. My face massage consisted of rubbing around my ears and nothing more. Then he ended almost 5 min before my hour. Needless to say my back and hips are still killing me!

Critical: ProfessionalismThis was my first time with this company. I just moved to the Fenton area, I’d heard a lot of great things so I gave it a try. I didn’t even make it to the massage table due to the very rude gentleman working the front desk. I asked him about the mask police and if this was company or preferred, he states company. I was a bit thrown off they were still charging outrageous prices for massages with customers going through the inconvenience of being smothered by a mask. When i stated my concern he proceeds to say very hateful, “do you want to continue the service or not”. Ichose not, because I wasn’t paying $60 to be talked to like a dog. I will NEVER step foot back into that location until that rude little man is gone. It’s sad for the therapist, because i’m sure they are all great, and he just cost that person a good chunk of money This was my first time with this company. I just moved to the Fenton area, I’d heard a lot of great things so I gave it a try. I didn’t even make it to the massage table due to the very rude gentleman working the front desk. I asked him …More

This was my first time with this company. I just moved to the Fenton area, I’d heard a lot of great things so I gave it a try. I didn’t even make it to the massage table due to the very rude gentleman working the front desk. I asked him about the mask police and if this was company or preferred, he states company. I was a bit thrown off they were still charging outrageous prices for massages with customers going through the inconvenience of being smothered by a mask. When i stated my concern he proceeds to say very hateful, “do you want to continue the service or not”. Ichose not, because I wasn’t paying $60 to be talked to like a dog. I will NEVER step foot back into that location until that rude little man is gone. It’s sad for the therapist, because i’m sure they are all great, and he just cost that person a good chunk of money

Critical: ProfessionalismI had a gift card that was given to me however during these trying times of Covid, my gift card expired by 2 days and they would not accept. This is terrible of a company to not offer an extension of a gift!! I will never use your company ever again!!

I had a gift card that was given to me however during these trying times of Covid, my gift card expired by 2 days and they would not accept. This is terrible of a company to not offer an extension of a gift!! I will never use your company ever again!!