Business ProfileforElement 5 Spa

Owner is not willing to accept accountability for the mistakes of her employers. I was quoted $135 for 2 people to have a Mani-Pedi and ended up being charged $310.5. When I tried to contact the owner she refused my phone call so she could have a paper trail. I never asked for a refund, just wanted to clarify that there was a misunderstanding in what her employee was quoting customers. She also continually blamed me for the miscommunication and told me that because I had been there before (3 years-ish ago) that I should have known that was the price for just one person. Make sure to double check your prices before going. Would not recommend, because if there’s any conflict in price it will be on the buyers dime, no matter what.

Yes there was a misunderstanding between Ms ****** and one of the Guest Service representatives at the spa.; but, it was Ms ****** who misunderstood. All of my Guest Service staff members have been with me for over two years and are very knowledgeable about our services and package prices. Ms ****** was quoted correctly that our Stress Fix package (which includes a luxury Aveda Manicure and luxury Aveda Pedicure) is $135+ tax for that package. She booked herself and her mother in for a Stress Fix package each. The misunderstanding was that Ms ****** thought two Stress Fix packages would be &135+ tax for BOTH packages. This is incorrect as one package is $135+tax. On the day of their services, she was correctly charged $310.50 for the two luxury mani/pedi packages she and her mother received. I spoke with Ms ****** multiple times about this issue and confirmed with her that she was booked properly and charged properly for the services she and her mother received. It should be noted that Ms ****** was into the spa in 2021 with a friend and they enjoyed our Girls Night Out package which was for two gel pedicures for $170+tax. I kindly informed her that, wouldn’t it be an unrealistic assumption that two luxury manicure & luxury pedicure packages would be priced at $135+tax when two pedicures alone are priced at $170+tax? Ms ****** continued to insist that “everyone makes mistakes” and that I should acknowledge that my Guest Services staff member made a mistake and quoted two packages for $135+tax. I kindly said to Ms ****** “you’re right that everyone can make mistakes, but don’t you think it’s possible that you misunderstood when my staff member quoted you $135 for the Stress Fix package and you mistakenly thought that was for two packages when it is clearly for one package? No one on my Guest Services Team is new and they are all familiar with our packages and prices. You were booked correctly and charged correctly for the services you and your mother received.” She even sent me a picture of the back of one of my business cards my staff used to quote her the price and it clearly shows in writing “Stress Fix $135+tax”. Ms ****** was quoted properly. It was a simple misunderstanding and I honestly don’t believe my staff made any kind of error in quoting her the price of our package and they certainly didn’t try to intentionally mislead her; Ms ****** simply misunderstood. I was happy to communicate with Ms ****** and yes, I prefer communicating through email so there is no “misunderstanding” through a phone conversation; everything is in writing. I have all of the email correspondences between myself and Ms ****** and I stand by my answer to her about this incident. I believe my staff quoted her correctly for the packages she booked, she and her mother received the correct services they booked AND she was charged correctly for the services they received. I am very proud of my team at Element5 Spa & Salon and they continue to go above and beyond to provide excellent guest experiences everyday!