MassageLuXe South Jordan — Attraction in South Jordan

I purchased the Family membership in May after a very first good massage for Mothers Day. After that initial massage I scheduled a couples massage for me and my husband for our anniversary. It was alright, not great. After I had credits accumulate for 2 months because I could not find times that worked with my schedule to come in. I requested they cancel the membership but they explained if I cancelled I would only have 30 days to use them or they would expire so instead they offered to freeze the account. I agreed this would probably be the best option. September came around and figured I would schedule an appointment for my husband. He wasn’t aware of their cancellation policy and cancelled the appointment twice. They kept the total cost of both appointments $260. This was disappointing but mainly because the staff did not inform my husband there would be cancellation fees they would just ask if he wanted to reschedule so he thought it would be fine and with me being the account owner you would assume maybe they would contact us as a curtesy to let us know we are wasting money by cancelling late. After finally finding out myself I called and checked in to see what was going on. The girl I spoke with wasn’t even sure how the credits worked, couldn’t answer any of my questions and finally gave up and let me talk to the manager. The manager then explained that each credit is worth 30 min. We had a total of 8 unused credits. My husband cancelled an hour appointment. That left us with 6 credits. He then scheduled an hour and a half which he did attend so that left us with 3 credits and then they scheduled him again for an hour and a half and he cancelled that appointment using up the last 3 credits. They rescheduled him again and no one ever mentioned there weren’t anymore credits. To me that’s shady business because what we’re they expecting? For him to get the massage and be surprised at the end when there was $100+ due. When speaking with the manager I requested they cancel the membership. He sent me a form to be able to cancel. I even had to remind them to cancel the appointment they scheduled. I hung up and thought to myself well at least it’s done with well to my surprise a few hours later there was a $30 charge on my bank account. I called them back to inquire what the charge was for. They said I still owed for one of the massages I didn’t receive. I asked to talk to the same manager because I thought we were both on the same page. He wasn’t available anymore. I asked for a callback and waited three days. Still didn’t hear from anyone so I had to callback yet again. There is still no resolution and at this point I’m annoyed for the run around and the miscommunication. I will never sign up for another membership and will not come back to...

The massages here are good and the therapists are very nice but the front desk needs to work on their communication. I received an email stating they were offering $49 massages. I called to schedule appointments for me and my mom and told them that I had the email for $49 and would I be able to use it, they told me that I would and that it was no problem. I scheduled and we went in for our massages.

After our massages ended, we went to check out and were told it was $120 a person. I told the gal that checked us out that I had called and had a $49 massage offer in my email. She told me that because I had been in before that I did not qualify for the offer. It was only for new guests. I stated I was confused because if I hadn’t been in before and received a massage, how did they get my email to send the offer. She said she wasn’t sure.

I asked if we would be able to use the offer because it’s what we had been told when I called and she changed her tactics and said it was because I didn’t schedule online. I said that I had not done that because I was trying to schedule for two people at the same time and you can only book one massage at a time online. She said that she was sorry, but that the person that booked the massages must not have looked at my account to see that I did not qualify for the offer. However, I’m not sure how they scheduled my appointment without looking at my account. We have only been here a few times, So I went back over the email just to be sure and know where does it say that you have to have never been there or have any qualifying information listed in terms of being able to use the offer.

It was disappointing that they aren’t able to work with us even when we show them. We have an email from their company with the offer and they just find ways to say that it does not qualify even when you show that it does. I feel like these are the best practices and wanted to make others aware. We will not be back.

Update 9/5: I’m leaving my initial review so other patrons can see the coupon process but wanted to add that Travis was very helpful in getting this resolved which...

Yesterday we went to get a couple's massage. We were taken to our room and told to undress. We waited a bit and wondered why it took them so long to come back. About 15 minutes pass the hour, they came back and told us the they are ending the massage session with us. I was like "are you kidding me?". When I asked further, I was told that they noticed my partner bumping the wall twice when he went up the stairs. They thought my partner was drunk or on something. We had just been climbing in Big Cottonwood Canyon for several hours before that, he carried a huge heavy 70 pound backpack on loose rocky terraine and was tired when we got home, so he took 15 minutes nap right before the massage session. So when he went up the stairs to the room and he may have bumped the wall. I didn't notice him stumbling or anything. He was sweating during the day and had chalk and some dirt on his clothing, he hadn't shaved, and hair was probably not perfectly combed. He was going to shower after the massage and get the oil out. Instead of asking him if he was ok, or offering to help him on the stairs, they made false allegations in order to cover themsleves. I felt like he was judged. It was an embarassment to us because he works as a doctor with professional and Olympic athletes and they were giving him medical advice. It was his day off, and we just wanted to relax after a hard day rock climbing. They ended up giving us a massage after we explained to them the situation, but it’s upsetting and embarrassing to be treated that way. We were told that Saturday was 420 day and so they were in ‘high’ alert for issues. So be aware if you come in, don't bump any walls. Any place that treats their customers like this should question their policy.

The owner of this place called me and apologized for the misunderstanding and tried to make the situation better for the future so I added a star to the rating. I've had good massages here, and good people do make mistakes sometimes, so I will...