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  • This review is based on the last handful of interactions I've had with this elements location. If you are just going in for a massage without purchasing the wellness package you are probably going to have a decent experience. The reason for my 1 star review is due to the handling of my cancellation of my wellness membership. More specifically I was 1) given the incorrect information on how to cancel my membership which resulted in 2 additional wellness membership charges. Then 2) had an ageist remark made towards me when I went in cancel my membership in the store. Cancellation process The information I was given at the dessert ridge location was to call in to the store that I started my wellness membership/account. So I followed my instructions and after calling in to the promenade location I was told that I would need to come into the store to cancel but it would all be handled there. However I would still be billed for another month since this was not the correct channel to process the cancellation. I accepted this and went in to the store to cancel. After arriving at the store, I was advised that I would be billed for May in addition to April due to their cancelation policy and the timing of when I came in. For the record, under normal circumstances this would not be an issue. My frustration comes from the fact that I've inquired twice about the cancellation procedures and was not told about their 30 day notification policy. To say the least I was frustrated to find out that I would be billed an additional month. ***This is when one of the front desk representatives made the following remark - 'she understood it was hard for me to keep up with my membership because I was so young.' (This is VERY inappropriate and out of left field) Feeling already frustrated then feeling attacked on a personal level, I requested to speak to the manager. She was not in at the time, so I was ensured a call back from her the following Saturday. I ever got the call from her but the assistant manager did reach out to me instead - she took my feedback in regards to the cancellation process and the ageist remark, then handled the call very kindly and professionally. However overall I am still disappointed because, I was advised I would get a call back from the store manager (again) or herself the following Tuesday to see if there is anything they could do and if they couldn't she still said she would provide a call back for an explanation. That conversation took place on May 8th I've been waiting since and neither have called me and I was just billed again today...
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