MassageLuXe — Local services in Westpark

Had a Horrible & Unprofessional experience with this massage facility. We had gone in for 2 massages that were scheduled on May 25th and both of us had terrible massages after the receptionist had recommended these therapists. They had attitude, talked Thru out the entire massage, it was very soft and light & more light rubbing rather than a deep tissue, which was what we were originally scheduled for. I called back after we got home & spoke with Sara who was kind enough to invite us back and gave us several names of the top therapists that she recommended and said the notes would be under my name in the computer to use at anytime. I called on July 23rd to set up the appts with The two best therapists that were recommended by the manager Sara and the receptionist-Tyler said we were set for Tuesday the 30th at 2pm. Yesterday jasmine called from the massage facility called to confirm the appts & had is both scheduled with completely different therapists, it was an all Day goose chase of back and forth calls to try and fix their mistake and told me they had to put me with diff therapists not the ones I scheduled for, I was really disappointed with the mistake and the back and forth that went on from 11:30 till 3:45pm trying to fix it until finally they had to move out appts An hour later after alr day making arrangents for the set 2pm then she offered an added service Like foot massage as an apology for their mistake but wanted me to take it out of the one hour deep tissue, I said NO WAY, why wud I sacrifice my one hour deep tissue for a foot massage, etc. I then suggested maybe a longer massage Like 30min extra and she did ok and would call me back then called me back and said the manager said no. Then the owner called me and said she would honor it after calling me again at like 4:30pm. All of a sudden Today at 8:45 Am I get a call again from the owner who stated that she was cancelling my massages & to go elsewhere. I asked her why & she stated that she couldn't find the notes of the other massage under the other name. I advised her that we spoke yesterday & all was good & that she probably spelled it wrong & I also explained that Sara the manager placed the notes under my account since I was the one scheduling; she then became nasty & rude and called me a LIAR and I was stunned, I said excuse me, you are calling me a liar, what's happened to you from yesterday to today. And she then said I am not gonna allow you to come in and I stated that's unprofessional & I am shocked at her actions & that now due to her abrupt nature I was feeling u comfortable & was gonna keep only one appt but I was not Gonna come in especially if she was Gina. Be there; she got even nastier calling me a liar again so I agreed with her to make her happy and asked her for a certificate to come back at another time or a refund and she started threatening me to not call the office and hung up on me, then called me back again and I didn't answer so I called the facility and spoke with Sarah who stated yes the notes are in the computer for one but she doesn't recall the other one she was very sweet & said her hands were tied because the owner was now involved & she was being placed in a position. The owner then called me again for the 3rd time & this time I tried to offer a resolution but she was addement about taking back her word on the massages owed to us & said go somewhere else. I then advised her I would be calling the BBB & post my experience on yelp, she then basically threatened to call the cops on me if I posted or threatened to post my experience on yelp, she also said she would have security & police there if we showed up for the appt's at 3pm I was shocked & stunned and practically laughed at how she acted it was like night and day from yesterday. I then called Irvine police & spoke with Edgar, who stated that this sounds like they don't want to honor the massages that we are rightfully owed & advised me to call the BBBureau & file a complaint & post my review on...

Update: Hi,

Thank you for your kind response. I remember the change in ownership. If I remember correctly, this ordeal happened shortly after you became the owner - not that I'm blaming you. Transitions happen slowly and I'm curious about the changes you have made since - Do you mean you let go of the previous manager and front desk girl?

There were a lot of issues with the spa. I remember the front desk girls in general seemed poorly trained, the carpets were always dirty, and one time the bathroom had no paper towels and an overflowing trashcan. All of this left a bad taste in my mouth and the blatant rudeness from that one girl + careless management was the final straw. I hope you have addressed these issues and made improvements.

I used to manage a hair salon, and I never hesitated to cut the dead weight from the team. One bad employee can seriously drag everyone down and spoil your ambitions as a leader. It was a major red flag to me that the previous spa manager didn't seem to care about the bad apples, so I swiftly left.

Xx

Original: Hi Michele, I had a horrible experience with a front desk girl a while back. I didn't get her name but she had big brown eyes, fair skin, and really curly brown hair. I tried to speak on the phone with a manager about her shortly after the incident, but my complaint was quickly brushed off and not taken seriously, so I found a new spa and only recently decided to leave a review here. Thank you for reaching out - hopefully I will be heard this time. The girl was glued to her phone when I walked in, rolled her eyes when she saw me, barely greeted me, didn't walk me to the waiting room, and had the same sour attitude when I checked out. I had seen her a couple times before, but I had never interacted with her until that point. I'm baffled about why she's working at a spa if she's just going to be negative and bring down other people's mood, but that's none of my business. I'm usually pretty good at not letting the small stuff get to me, but I figure if I'm spending my hard-earned money for a relaxing experience and I'm immediately met with disrespect as soon as I walk in the door, then it's worth saying something. After my complaint about her was dismissed, I figured I just share different morals and values than you guys and I decided to move on. For the sake of fairness, I upgraded my review from 1 star to 3 stars because the massages here are quite good. Thank you for taking the time to read. I have no interest in coming back, I just wanted to share my...

DO NOT GET MEMBERSHIP WITH THEM!!! The masseuses there are good but the management is abysmal. I told the front desk agent i wanted to quit my membership and that the manager has to send me a form for me to cancel it. No problem. Guess what happens? They never send it. Never even received a phone call. The month passes and I get charged for another month. Now I'm upset. I call them and tell them I was to be removed and should not have been charged again. Ohh we're sorry they should've told you the process. Yeah it has to go through management for them to send you an email. You didn't get an email? Nope. Not once, not even in spam. They verify that my email is correct (I've been receiving their other junk emails like appointment availability etc.) so this shouldn't be happening. I ask to just get my money back and they say oh no that's not possible. I can't imagine how many other people they are trying to swindle like this. Once I actually do get the link to cancel it says I have 4 hours of credit that I can receive as vouchers. Ok, at least I can give to my family to use. Not only do they lie to me and say its just 4 credits of 30 minute intervals, they also say its 20$ per user to activate the credit. AND THEN THIS MONTH I RECEIVE ANOTHER FREAKING CHARGE!!!! I am furious with this company and have filed fraud from my credit card. DO NOT GET A MEMBERSHIP WITH THEM !!

--edit 2/23--

Massage luxe is still charging me monthly even after filing cancel membership forms online. DO NOT FALL FOR...