I'm sorry to report that I am beyond disappointed with Elements in Edgewater, MD. Although the atmosphere is pleasant, clean and tranquil and my massages have been top notch, I was treated quite unprofessionally and discourteously by the spa management. The therapists and front desk personnel were kind and accommodating, and I was sorry to have to cancel my monthly massage subscription. I was actually shocked at the treatment by the Elements "manager." After many months of a monthly subscription, my credit card apparently did not process, as my bank had issued a new card to me after an unauthorized use of my credit card. Elements then refused to honor four completely paid massages under the monthly plan because my card did not process for two payments, through no fault of my own. After recently booking a massage and being told by the receptionist that it was covered prepaid by my accrued massages under the plan, when I arrived for my massage I was told that my four prepaid massages were forfeited due to "policy," and that I would need to pay full price for my 90 minute massage. Despite being assured when making my appointment that my massage was covered, and also receiving an email confirming my appointment under the "monthly" plan, the manager intervened via telephone and instructed the staff to notify me that my plan had terminated when my card did not process and that my four massages were forfeited. The staff, upon viewing my confirmation email, told me that they would contact the manager while I was in my massage appointment to take care of the situation but, upon finishing, I was told that my four massages were forfeited due to "policy" and that I could begin a new contract only by paying the full rate for my massage rather than the members' rate, still forfeiting four months of pre-paid massages. I was forced to pay full price for my massage, also forfeiting four other prepaid massages. I terminated my contract as I no longer feel comfortable with the management. I feel disrespected and taken advantage of. I would have gladly started anew with my contract and even offered to pay two months of the term during which my credit card was not valid but that was declined. I cannot believe that a "manager" would be so short-sighted and willing to lose a loyal customer. Really disappointing. I would be very reluctant to purchase a monthly massage subscription from this group. A friend who, hearing of my treatment, called to cancel her subscription, was told that she could not cancel over the phone and needed to come to the location to fill out "paperwork" as to her reason for termination. Wow, they are really mismanaged. I am sorry that the management is not of the same caliber as the massage therapists. Very disappointing. read more
