ComplaintsforLu Lavender Massage
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Complaint Details
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Initial Complaint
02/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Booked an appointment I showed up 20 mins before to a locked building stood outside walking around building to see if there was another way in after calling the only phone number they have posted 10 times with no response and 9 mins before the appointment I just left because I wasn't gonna keep standing outside a locked apartment building with no response. Once I was getting back on the highway a lady called me and said sorry the building should of been opened by 9 and said they would rebook me she'd have her manager call me when I got no call I emailed them the next day and the lady said she would not rebook my but would give me a discount if I wanted another massage. I feel like this wasn't my fault if my massage was suppose to start at 10 why would I have to stand outside a locked building till 10 o'clock with no answer just hoping they would unlock the doors. I wouldn't of left if I had gotten a proper response and not been standing outside with no idea how to get into the building.Business response
03/11/2024
Our facility does not open until 10 am. Directions are included in our confirmation and reminder emails. ******* did use our system to contact us and I personally unlocked the building remotely 15 min before her appointment started and advised the massage therapist that she was there. Except she had already left and therefore was not found by the therapist. We gave her a call to see where she was and she was already on her way home. Even with time to come back and receive her massage, she refused to turn around. According to our policy, we require 24 hr notice to cancel an appointment so that we can make the best effort to fill it again. An explanation was sent to ******* as the therapist was there ready and waiting for her. She declined our attempts at a courtesy discount and threatened to "get a bunch of bad reviews ". And shortly after, gave each of our locations 1 star as well as had a friend of hers write a fabricated review at this location.
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BBB Rating & Accreditation
This business is not BBB Accredited
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.