- Report: #1305988
Complaint Review: Elements Massage Birmingham - Birmingham Michigan
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Elements Massage Birmingham
755 East Maple Rd Birmingham, 48009 Michigan, USA
Phone:
2489888900
Web:
http://elementsmassage.com/birmingham
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Elements Massage Birmingham Horrible Customer Service. Birmingham Michigan
I had one of the most negative experiences at this massage establishment on April, 25th 2016. Elements was recommended to me by an acquaintance of mine and given my complex medical condition, I sought relief and requested a lymphatic massage. Upon scheduling, I inquired if Fibienne was trained in lymphatic drainage massages. I was told, "yes, Fibienne was both trained and available, so I then scheduled a 2-hour massage with Fibienne. I also called back to notify Fibienne of my set up needs, as I am unable to lye in a flat prone position. The receptionist told me she would make a note of it for Fibienne. Fibienne was very pleasant and I explained that this was my first lymphatic drainage massage. Fibienne looked confused told me that it was not indicated in the notes from the receptionist. She then told me that she could incorporate lymphatic drainage into the massage. Unfortunately, she never did. I asked her why she did not do any lymphatic drainage, and she then admitted that she was not trained in lymphatic drainage massage and suggested that I schedule with Constantine. I brought the negative experience to Meghan (the receptionist's) attention immediately following the appointment. I requested to speak with the manager; however, she was not in. Meghan apologized for the miscommunication and said she would have the manager call me. I was told the manager would make it right. I felt their entire system failed. From the person making the appointment - neglecting to direct me to the appropriate lymphatic trained therapist, to the therapist Fibienne not being notified of the service requested and even more so not being certified in the massage I requested. I expected to hear from the manager/owner, but I did not. I called back on 29 April 2016, 4 May 2016, no response. I called again 14 May 2016. 3 weeks after my appointment, The manager Desiree Bouchard called with a very abrasive demeanor and was more defensive rather than apologetic. She told me that, "Our calls are recorded so it's documented what service you requested and Fibienne would never tell you she would incorporate lymphatic drainage into your massage because I know her very well, she's worked here for a really long time, and that is not the way she operates." I told Desiree Fibienne most certainly did tell me she'd incorporate lymphatic drainage into my massage. I asked Desiree how she was able to comment on a discussion she was not a part of. I also told Desiree it is obvious she did not listen to the recording from the day I made my appointment because I clearly requested a lymphatic drainage massage during the time I scheduled my appointment. I then asked Desiree if she needed the date I originally made the appointment so she could narrow down the recording (18 April 2016), she declined reporting she already had that information. Desiree then told me that I wasn't allowing her to speak, that I was defensive, and she called to offer a 1st time discount on my next massage. She condescendingly went on to say "Is there anything else I can help you with? I will update your profile to allow you a first time discount on your next massage purchase, that's all." Purely unprofessional, unacceptable and sub par customer service.
