Elements Massage — Local services in Eden Prairie

The reason for this 1 star has nothing to do with the massage itself. No complaints there. She did a really nice job!

I've been to Minnetonka and Edina locations and have always had the best experiences. I've had a membership on and off over the years and had a month where I didn't use my massage. My boyfriend is on my account and I know we can use the credit for him to get a massage and there is no problem going between locations. I called ahead of time to both locations and was told there would be no problem at all. Turns out, there was. He was told he would be charged for the tip on his credit card. Well, he was charged for full price non member fee.

My frustration does not come from the fact a mistake was made. Things happen, we are all human. I'm very understanding. My complaint is with the customer service we received trying to get this resolved.

Cody and Kennedy working the desk were very nice, but obviously need some training. My boyfriend tried to resolve this over a couple of days, but I finally took over because it's my account. I was told so many different stories over the course of 3 days, it made my head spin. I was told "Sarah" the manager would call me (she never did through this whole process), but instead was called by a "Matt" who stated he was the manager(?). He was unbelievably rude, condescending and defensive over the phone. He said it was a problem on Minnetonka's end and I needed to take it up with them. Um, how? Eden Prairie is the one who charged us wrong. I asked if he wouldn't mind calling Minnetonka (since I was at work) to try to resolve the issue. He says, "That's your problem not mine". Wow.

I ended up calling Minnetonka after over a week of this nonsense and the desk girl figured out the issue right away. Turns out a cancelled appointment I had from January hadn't been taken out correctly. Within 48 hours the problem was resolved because Minnetonka's manager CALLED Eden Praire and FIXED IT like "Matt" should have done immediately.

DO NOT GO HERE. Minnetonka and Edina francises are owned by the same person and this is not. As a manager myself, I would NEVER speak to or treat a customer the way I was treated. It took almost 14 full days for this to be resolved. Extremely...

If I could give a zero review I would. I did not receive a massage due to the fact the therapist Resha was discriminating against my short term disability. I am recovering from an ankle injury that is almost healed. Because I walked in with a supportive boot on she told me I had to lay on my side for the duration of the massage. For 90 minutes that sounds awful. I explained to her the boot is to protect me when I am going places and I can comfortable walk without it. She continued to question why I was wearing the boot and said I had to lay on my side which still makes no sense to me at all. I explained to her that would cause more discomfort as I have scars on each side of the ankle that would rub against the bed. She continued to argue with me. Then said fine we will do it your way. Storming out and telling me to get undressed and lay down. At this point my anxiety was so high I was never going to stay and be able to relax. Horrible experience. Cried the whole way home as this person has no idea the stress I have been under with this injury and all I was looking for was some relief to my day.

The front desk...

The atmosphere as soon as you walk through the door is tranquil and serene. You immediately feel comfortable and start to relax. Each therapist I've worked with has been professional and knowledgeable. They actually listen to what you want - and guide are there to help you feel your best. They check in on you during the massage to make sure the pressure and everything is working for you. After the massage, the therapists meet you with a bottle of water (yes, a bottle that you can take home - not some tiny plastic cup) and give you some guidance on what you can do at home to help your muscles and body prior to your next massage. There is no sales pressure EVER. You are never pushed into purchasing ANYTHING when you are there. Which is sooo nice. Who wants to come out of a wonderful, relaxing massage only to be pressured by someone at the front desk to purchase something? No one. That's why I purchased my membership package on my 2nd return. No one tried to sell me on anything...the business and therapists speak...