Elements Massage — Local services in Phoenix

As someone who strives to provide the highest customer service experience possible for his clients I have become a stickler for it when I do not receive it in return.

My initial visit was fine. Proximity to where I live is why I chose it. I was stressed and carrying a lot of tension in my neck. My first massage was ok but afterwards there was a little pressure from front desk staff to sign up for a monthly package which I did not want but caved into. WHAT DO YOU HAVE TO DO TO JUST GET A MASSAGE AND LEAVE now days?

Anyways upon signing up for the package I was asked if I wanted a note card with my next appointment and asked if I could just receive a text notification instead. The staff worker said that they send out texts the day before appointments so I was like "PERFECT" and left.

2:06 pm 6/15/22 roles around and apparently I am 6 minutes late to my next massage. I explained that I was told I would get a text notification prior to my next appt so was unaware I was supposed to be there. Enter Dalen the manager of this location. I am sure he manages spreadsheets and employees fine but this dude SHOULD NOT be in front of customers.

There was no reasoning with him. I the customer was in the wrong in Dalen's eyes and according to corporate policy or whatever he thought there was no reason to try to accommodate me just late fees to be charged and shortened massage times when you have paid for longer.

Part of me understands this. But being in the customer service business myself I know what I would have done because I want to retain my customers and get referrals from them. This place and mainly Dalen lost a bi weekly high tipping customer over a simple miscommunication that Dalen was unwilling to let go of unpunished.

Find a smaller outfit that cares about the customer and their experience as much as this place cares about the bottom line. I would not recommend spending...

I had a bad first time experience with elements. The front desk lady was friendly and thorough. However, when I got Donna as my masseuse, all of that changed. Within a minute, I had asked the temperature be turned up(room was freezing), and yet she didn’t accommodate. Minutes later, I brought up that “its chilly” and that I grew up in Chicago, but no longer like the cold. She responded with “so AZ made you a wimp huh”?. When she had first consulted me, I mentioned hands and feet a priority with some attention to lower back. But once Donna made it to my hands and I asked to apply pressure, she bluntly says “I’m not going to hurt myself over this. You need more massages”. Over the course of 90 minutes, she mentioned (5 times) how many times I should come in for a massage monthly. As she took a seat near my head to massage that area, I was hesitant at her touching my scalp (because I use product). I curiously asked if she was going to massage scalp. She responds with “I don’t do scalp massages. You can get them at the salon you go to”….. I wasn’t even TRYING to get a scalp massage! I was trying to make sure she WOULDNT touch it. Yet her level of understanding led to her rudely telling me off. Also, the massage itself was of poor quality as well. She used elbows and leaning her weight in for about 70% of the time. Her hands for the remaining 30%. She also mentioned that I’m her last client. Which is evident since she couldn’t put any effort into my massage. This was a BAD first time experience, and i was planning on not returning. But, I unfortunately have a remaining balance on my gift card so I guess I’ll gift it to a friend. They can take the gamble. I don’t typically review places online, but this one I just...

Therapists are great, front desk leaves something to be desired. I previously had a membership but cancelled since they raised their rates by 20%. I had received a gift card and in order to use the remaining 30 min on my gift card, I was pressured to sign up again by Andy who said I would also get a free, promotional 60 min massage for signing up. Fast forward and I canceled my membership in May and my paperwork clearly stated I had until mid September to use my credits (I took a pic since I knew something would go wrong). At my last massage, I asked the front desk guy to check and make sure I still had my free 60 min massage since I had another upcoming appointment. He fumbled and couldn’t answer my question, tried to charge me the full amount for my massage (instead of using my account credit) and charged the wrong amount for tip.

I decided to just call back since it was clear he was struggling. I call back and surprise surprise, am told I no longer had a credit because my date to use them had expired (this was late July when I had until mid September to use the credits). So I ask to speak to a manager. Shockingly, one was not available that day so I asked for a call back when they were in the office. Days pass and no call. So I call back again and am told that the manager will be in at 2. So I call back and all of a sudden the manager is now not In until 4. So I ask for a call back. Nothing. Crickets.

The front office is really a turn off and I feel bad for the therapists that rely on these folks for their business. Do not recommend unless you want a headache and...