. "I was given a 90 minute massage gift certificate from my Brother and his wife. My Son recently passed away and this was such a nice gift for them to send me. I called to book the much needed 90 minute massage for New Year's Day, perfect way to start the new year. They were friendly when I arrived and I was so looking forward to my massage. After 60 minutes the massage theripst told me thank you and ended the massage, I told her I had booked a 90 minute massage, which she quickly informed me I did not. I told her it wasn't her fault, I would speak with the young ladies at the front desk, but I did book a 90 minute massage. \n\nI go to check out and tell them my issue and there was no sympathy or understanding, or even any conversation to try and make it right. They just told me I will have a 30 minute credit. Which I commented why would I want to come back here when I'm unhappy and for 30 minutes? One of the young girls very rudely told me about all the other Element locations I could go to. People make mistakes I get that, it's sad there was 0 customer service or care to correct the mistake. Not how I planned to start my New Year!\n\nI received a call from the Manager. She was everything you would hope a leader would be, understanding, and truly wanted to turn the bad situation around. She offered to give me back the 90 minute gift card and asked if I would give them a second chance. We all make mistakes, it's how they are dealt with. I was very impressed with her concern, and time to follow-up. I will be going back, everyone deserves a second chance! From 2 to 4 stars because of a phone call. Thank you!"^^ . "2018-01-02T00:00:00"^^ . "2"^^ . "4"^^ . . "0"^^ . . "0"^^ .