Elements Massage

Wow! Beware here…fitchburg. they quote you a price and then tell you another. Very unprofessional uncooperative and so not respect your wishes As to what kind of payment you want to use! if you wish to use another card Other than the one on file… they just use whatever they want! For Instance I had a card on file and told them specifically not to use that one… I wanted to use a different one and COULD NOT !! They did not even listen to me and used the other one anyway??!! Very hostile and texting Texting texting and late ! Not answering my questions…Never will go back again.

Sherry forgot a few steps in here guys in her reply! They refused to use a different credit card that I wanted them to use and told me that I would get a $20 discount for a new client blah blah blah blah blah Which I did notso of course there’s always two sides of the stories so yeah sherriI didn’t even talk to you it was Ashley And she did not even care to assure me that my credit card on file will be taken off And addresssome other questions that I had would customer service is that ? Maybe you should get the stories straight I have the text if you would like to read it and she text me at 9:30 at night and I told her I was sick and she woke me up at 9:30 at night I’m crap and she didn’t even answer my questions !! so yeah that’s OK I am having BBB contact you guys thanks

Curtis is awesome! We followed him to Elements Massage. We have been using his services, knowledge and wisdom for years. Your facility is very nice and clean and a convenient location!

I have been going to this studio since 2021 and frequently purchased additional sessions for my mom and my husband. My in-laws also send me gift cards for my birthday every year because they know I love massage and this place. Octavia’s facial is very gentle and detailed. I love purchasing their products to support their business, although prices on Amazon are better and although I am a loyal user for another brand. Henry and Curtis are my favorites therapists; they are so amazing. Ashley is the best receptionist.

Over the years, I occasionally came across a front desk person who was rude to me, which was the only complaint I had about this studio. Sometimes I wonder if it was due to me as a person of color. But, I understood sometimes people have a bad day.

Due to my recent high-risk pregnancy, I was more cautious about taking deep-pressure massages, so I reached out for membership cancellation a few months ago, and the studio suggested suspending my membership while still allowing me to enjoy the membership price. I appreciate their flexibility and continued.

Today I called in as soon as they opened and let the front desk know that I am very sick, was up a lot last night, and requested to reschedule. She was very dismissive, saying I would be fully charged and it is a company policy that cannot be changed no matter what. My husband encouraged me to go and said maybe I could get some relaxation so I did. I informed them about my sickness and high risk pregnancy condition for the facial considerations.

During checkout, the front desk person first took a long time to pull up the payment, then she kept hitting on her computer and whining, that made me uncomfortable. When she finally pulled up Apple Pay, it was the non-member amount. When I told her I am a member, she insisted I was not and started to bring up that if I were a member, how could I not know about the cancellation policy. I didn’t even have a chance to explain the suspended membership before she stood up, became confrontational, and accused me of being “hostile.” I told her she was the hostile one over the phone and now, and I hope there is camera that recorded us. I was not hostile and was explaining. She has been at this studio for many years and should know me as a member from previous encounters. I remember her calling me for last-minute availability.

At that moment, felt so hurt, tired and scared. I just want to finish the pay of member rate and go home/sleep, but this person seems to want to get to a fight and wants me to pay $129; She did not seem to want to solve the problem by confirming my status but shifted the issue by naming “hostile”. I either had to get into an argument or pay $129 and leave. I was asking myself: what can I do? would she do the same thing to me if I am a man? I should not get emotional; it is not safe for the baby due to my complications.” There was no other people around in the room. Then I said “I will call the police”, and I did.

This was my first time ever calling 911, and policy came within minutes. I am proud that I stood up for myself for the first time, as a woman of color and a mom. I did this to protect the safety of myself and my baby.

I am sharing this story because I want to show how sometimes simple kindness can change everything. It is not about $, it is about bringing fairness and kindness. I come to this studio to find peace and I am willing to spend $ and have always respected the staff and policy. This could have all been avoided if the front desk person had just said, “I’m sorry that you are going through a difficult pregnancy or sorry you are sick.”

I am switching to another studio for regular care. I hope the front desk team can get more training for being sympathetic and inclusive.