Massage Heights Emerald Hills

This is the worst customer service I have ever delt with. Save your self the hassle and find a new location such as massage addicts! Whatever you do do not sign your contract I was under the impression I could cancel at any given time and was basically coerced into signing with the intent of cancellingReply- none of the “solutions” were even close to what I need. I’ve been there once so I am no long term customer. Again I was under the impression I could cancel at and given moment. Do a better job training your staff and stuff like this won’t happen.

Clicked on a Facebook deal 89 for an hour. They call me and ask if I want to book. They tell me I don't have a profile I would get the 89 dollar price counting as my first time. They said: they couldn't find my profile under my number, and maybe it had been too long since I was last there in 2019. I insisted I had been there before more than once but they continue to tell me I would get the price.Greeted, and it's was fine; massage was well done, but when I leave, suddenly, I don't get the 89 dollar price, and they found I was there before 3 times. Now I have to pay 114 dollars but if I pay upfront or become a member, I get the 89 dollar price. They ask me about my benefits and really push the upfront or member options keeping me there longer.The location is great, place is nice, and the massages are always good, but they don't need to push people. There are too many other options out there, if they kept their prices reasonable I'm sure enough people would go there.I get that they are a membership based company and that it was a drop in rate, but they told me on the phone that they couldn't find me in their files so I would get a introductory rate - then boom, as soon as I was done they found me and I have to pay the non member price if I don't sign up, that part to me was suprisingly dishonest.

Loving Massage heights sherwood park! All the therapists Ive seen have been excellent and very attentive, but as soon as I saw Jessica I felt instant relief. I had been dealing with chronic lower back pain and after seeing Jessica once, it started to feel waaayyy better. She knew exactly what I needed and has been providing me with education to continue to care for the areas she’s helped to relieve. The front desk ladies have been so incredibly helpful and sweet and make it so easy to book in and answer any of your questions. Thanks everyone at massage heights <3

Fantastic place. My therapist is awesome and takes care of my massage needs. Has been a while since I had a massage, very hard to find great therapists. I came here because I was gifted a massage. What a gift! If you can come see Tonya, do it. She is very good at what she does.Thanks Tonya, thanks Massage Heights.

Just had an amazing massage with Jessica. I love how the MH questionnaire gets the details of my preferences so I get exactly the massage I need. Went in with a stiff neck & headache and I’m leaving feeling great! Awesome foot scrub & massage was well worth adding on.

I’ve been going here for years and had a payment issue years back where they told me the therapist was certified and could go through my Blue Cross benefits, to which I tried and Blue Cross denied my submission saying the therapist wasn’t properly certified. Massage Heights did nothing to help just said “sorry” - I only go for massage due to having benefits and I was told would be no problem to submit. The blame was deflected off themselves and put onto me saying I didn’t properly inquire although their website says all therapists are certified to which my bank agreed and removed the payment off my card. I gave them another chance and went back. Fast forward to seeing Samantha who I continually asked for less pressure, and said how sore I was after her last massage, uncomfortably sore and she gives the same type of massage again, not listening to what I had said at the beginning of that session when she checked in to ask. Then my Dad had an issue with losing his necklace. They continue to spin the blame around on my Dad saying he didn’t tell them for 3 days after that his necklace was missing. Nice customer service deflecting blame off of yourself! The point is, their therapist took the necklace off my Dad when he was already on the table, she didn’t make note of where she was putting it nor could he see given already being on the table. This is a necklace he hasn’t removed in years so when he got up to leave, it’s not something he thought about. I still don’t understand why therapists would be touching customers jewelry, they always check in with clients before each massage, so make it standard to make a comment on removing all jewelry at that point? Massage heights home page of their site says they clean for 15 minutes after each guest during covid, that’s some great cleaning to not notice a necklace! You should of noticed it and phoned my Dad, therefore making your 3 day remark irrelevant. It’s clear you don’t do as deep of cleaning in between customers as stated.My advice, don’t attend massage heights or be sure to remove all jewelry before! My Dads necklace holds sentimental value, for them to say “we are sorry, but” to then deflecting blame is not how anyone would hope to be treated. We’ve both cancelled due to the lack of empathy on their behalf.

I've been a member for a few years now and decided to cancel because lately my appointments were constantly being cancelled last minute or rescheduled for weeks later. I understand emergencies happen and can give the therapist some grace, however it's frustrating and I've decided to go elsewhere and somewhere that conveniently direct bills.I emailed the address provided in the text I was sent saying I can cancel due to my therapist leaving and received a response from Christina stating they will charge my credit card for one more time as this is policy. I don't want to return because it's impossible to keep an appointment.Please go elsewhere. It's obvious with the high turn around rate management doesn't care about their employees and clearly their long term clients.

I booked in for a massage last minute and they got me in within 30 mins. I was looking for a new therapist as I need treatment often due to an active lifestyle. I was booked in with Katey and she did not disappoint. Courtney (the lady at the front desk) is so welcoming and she really cares to find out exactly what you are looking for at your treatment that day. This place is aesthetically pleasing as has all around great staff. I will definitely be referring my people here. Thank you all!

I thought this place was great, but after going elsewhere I’m disappointed to have given this place any of my money.The fact that I still have money “in my account” with them after canceling my membership is frustrating. Especially because they canceled one of my bookings last minute - seems like refunding at least that would be reasonable, but no!Anyway… the setting is nice, but now that I’ve had WAY better massages and customer service experiences at Massage Addict, I’m even more disappointed in this place.Unless this is your only choice because you can’t travel outside of Emerald Heights for whatever reason, I definitely believe anyone would be better served somewhere other than here. They can’t even do direct billing! In 2022!I feel bad for the people who work here too, it doesn’t seem like a supportive team. Maybe it varies by franchise, but my experience emailing with management here was sub par for sure!

I always enjoyed going this place. Very good with customer service. Today i didnt have the same experience. I had to rebook my appointment the other day. I rebooked with a different therapist. Worst massage ever. Not impressed. Some massage therapists there is waste of money. My favourite message therapist is Jessica she puts the effort and she works hard. she not do a lazy message. She works really well. I like when she stretches my legs i find its gets the pain out then works out on it. I been seeing Jessica for more 3 months and she does a fantastic job with me. She knows where needs more massage. Im thinking finding a different place to go and cancel my membership. For now i will be booking with Jessica because worth my money. Dont want to waste time with other therapists.