EDIT: After finding the contact info for the owner of this location, we spoke and he made an effort to make it right, which I appreciate...
Are negative stars an option? I wouldn't advise anyone looking for a relaxing massage to go here because the management team is absolutely terrible. They harassed and disrespected myself and my family all day yesterday, and eventually called the police on my father (ON HIS BIRTHDAY AND AFTER I ASKED THEM TO DEAL ONLY WITH ME) who had nothing to do with it.
This place... the massage was average, but the service from the management team has been T E R R I B L E. Long story short: my husband and I purchased massages for ourselves AND gift cards for my parents during the 2018 Black Friday sale here. He and I got massages that day and then gave the gift cards to my parents. The 2 of us had not been back since... 2 weeks ago my mom finally gets around to scheduling the massages, and is able to do so using the code on the gift cards we gave them. However, when they showed up and got the massages yesterday - for my Dad's birthday - Mariesa at the front desk claimed the gift cards had already been used (back in 2018??). She then proceeded to harass my parents for payment by phone all morning, and then me when I asked her to contact me instead, all day. I mentioned at that point that I already had plans and wouldn't be able to handle this situation immediately but I'd be happy to sort it out with her if she'd send me all the information she had.
For the rest of the day, If she called and didn't get an answer, or emailed and didn't get a response by a time she preferred, she'd call my parents again. The last email she sent to me, which she sent while I was IN A MOVIE, ended with a threat that if she didn't hear back from me by 7pm, she'd either call my parents again (who I'd explicitly asked her not to contact), OR report the case to the LOCAL POLICE. Because I agreed to handle it and didn't want my parents to be involved, I asked them to ignore her calls if she called them again, so they did. Around 8pm, an hour or so after I had responded to Mariesa's threat email, my mom calls and tells me my dad is on the phone with the police, who called him asking about "theft of services" at Elements Massage.
This... pissed me off to the highest degree, so instead of letting it ride until Mariesa responded to my email and sent the information I requested, I called the Elements Massage hoping to speak to Mariesa. She called back later and continued to say we made a mistake and somebody had to pay for the massages today. Mind you, she still had not sent me all of the information from our 2018 transaction so I could understand what happened and try to defend myself. And nowhere in the conversation with her, and ultimately her superior Nora, was there an acknowledgement that the employee who processed our transaction 3 years ago could've been at fault. There was never any explanation for how my mother was able to book the appointments 2 weeks ago using the code on the gift card either. When we brought these inconsistencies up and suggested the error was on their side, they just doubled down, slowly escalating and becoming incredibly unprofessional. They both spoke about the "policies" that they "couldn't share with us", and stressed how important it was for them to receive payment before they closed that night, and really the conversation went nowhere because they had already made up their minds that my parents were trying to scam them by using used gift cards...
Anyways, we are continuing to escalate this case and WILL get in touch with Nora and Mariesa's superior - they didn't want to share their information. But know that we will NEVER be back to this location, and likely no other Elements Massage from this point on. Just the poor customer service, the accusations, the attitudes, the harassment, the disrespect when i asked for them to deal directly with me and they continued calling my parents, and the fact that they called the police just blows my mind. DO NOT GO HERE. read more