Elements Massage — Attraction in Graymoor-Devondale

Disappointed in their appointment reservation system, which led to less than ideal massage experience. My husband called the Herr lane location to make an appointment for me for my birthday. He was instructed to go online and do the form. After completing the online form, he received an email that said "confirmation" in the subject line and "Elements Massage Louisville East" in the signature. The email instructed him to call the Louisville East number to provide more information on what type of massage I was looking for. He called the number and finalized details. Over a month later when it's time for my appointment I show up to the Louisville East location and am told they don't have a reservation for me, that I had been scheduled at Middletown. I explain that I have the confirmation email saying Louisville East. They told me that's just the email confirming that my husband completed the online form and that for whatever reason my appointment was made for Middletown. They explained that Middletown would have called or texted two days prior to the appointment to confirm and ask Covid questions. My husband did not receive a call and did not have any voicemail from Elements (and why would they call and not leave a message if they're asking covid symptoms presumably?). Whether or not he was told on the phone that the appointment was being made at Middletown at the time of booking, he received no confirmation or reminder of that being the case. Fast forward to me standing at the desk at Louisville East: they call Middletown and ask if they can accommodate me a little later since it would take me time to drive over there. They said yes if I left now I could make it on time and they'd give me my full time. My massage and the therapist were great, but I only received a 60 minute massage (I watched the time knowing this might happen). Three stars because it just sucks when it's customer service that brings overall quality down. Especially when the therapists are working their butts off to make a dollar. Didn't help that I got the typical "well, our locations are run by different managers so I don't know how they do things over there" when I was literally trying to figure out what the hell happened with the reservation and non-existent/misleading confirmation information...

I was truly looking forward to a special occasion with my husband, as it had been a long time since we had the opportunity to do something together. We were given two gift cards for this purpose, and had made an appointment. Unfortunately, on the day of our session, our son fell ill with the flu, and both my husband and I woke up with symptoms, including a fever.

I called the establishment to explain the situation and was told that, despite our illness, we would still be charged the $85 late cancellation fee. While I understand policies, I felt that this was unreasonable given the circumstances, especially since we were trying to be responsible by not attending while sick. The person I spoke with mentioned that she would wait until the scheduled appointment time to see if the session could be filled by someone else; however, shortly after hanging up, my card was charged.

The lack of flexibility and understanding in this situation, combined with the abruptness of the charge, was incredibly disappointing. When I booked the appointment, I was told the credit card was only to hold the reservation, and I was never informed of a strict cancellation fee under such circumstances.

This experience has led me to feel frustrated and unappreciated as a customer. I will be disputing this charge through my bank and will not be returning. It’s unfortunate, as I was really looking forward to this experience. I would caution others to be aware of how this business handles cancellations, especially under unforeseen and unavoidable...

I had the most amazing experience! Gretchen is undoubtedly the best of the best. She has the most profound ability of being intuitive to her clients' body and knowing exactly what kind of pressure, placement, and style of massage their body needs. She's very thorough, extremely pleasant, and over all it was hands down the best massage I've ever had. I highly, HIGHLY recommend her to anyone who suffers from arthritis, autoimmune diseases, plantar fasciitis, or just general aches and pains. For the last 6-8 mo I've been progressively suffering from plantar fasciitis and in one 60 min session, she was able to "work it out" and for the first time since my PF began, I had 100% relief. Seriously, 100% relief and she also showed me how to do different stretches to maintain that relief. This might be overkill but im being serious. My first massage was so unbelievably amazing, i booked a second 60 min massage for the very next day. She is literally a miracle worker. Thank you Gretchen and the staff at Elements Massage! I'll definitely be back soon and tell anyone and everyone I can to check y'all out and to see for themselves just how phenomenal y'all are. Thank, thank,...