Massage Heights West Des Moines

"Terrible experience this morning. Walked in the door to get a massage and did not recognize the receptionist. She checked me in under my husband's name (who always books my massages). He has been a member since 2010. He hardly ever uses his credits, maybe a handful of times per year. You get 12 massages a year with the membership. He has a ridiculous amount of credits and has always supported their business by keeping his membership. I was not aware that they changed their policy and a spouse can no longer use a credit if you are not able to make it in that month. The last time I was in massage heights a spouse was allowed to use 1 per month and I might use only 2 or 3 per year. AFTER my relaxing massage I was yelled at and told to pay $160+ for my visit today and was also handed an envelope to leave the massage therapist a tip. The receptionist said I should have received an email or letter about their policy change. Never got that letter or email. She said the last time that i was in to get a massage was Feb 2023 (almost a year ago)...maybe that is why i wasnt aware of their policy change? Maybe charge me an introductory rate today with the understanding that I can never use my husbands credits again? Or charge me $99.99 for the massage today which is their monthly membership rate? Nope, charged me $160 when my husband has been a member for 14 years and has dozens of unused credits and we didn't know about their policy change. Terrible customer service for my husband being a member for 14 years. Wouldn't even consider getting a membership from massage heights. Coachlight spa down the street charges a similar price and I don't get yelled at after my treatments. Also, if I happen to use one of my husband's millions of UNUSED BUT PAID FOR credits at massage heights, I also buy a bunch of their expensive products before leaving. I'm sure they have record of that on my account. I would give ZERO stars to this business if I could. The receptionist then began to advise me to have my husband book a ton of 90 minute massages to use up his millions of credits and then cancel the membership. Also she decided to tell me that they have over 800 clients. I'm assuming to let me know that she doesn't need our business? Her rudeness was appalling and unprovoked. I said nothing to her to provoke her ranting. Literally paid the bill and didnt say anything. Did I mention that this was in the waiting room, after my massage, in front of several of their customers? At 800 clients X $99.99 for a membership per month (so are they making close to $80,000 per month?), and in return you get a back rub and yelled at. We will take her advice to use the credits and cancel the membership!!!"

"The receptionists greeting was warm and welcoming. Mandy the masseuse asked good question before we started. She seemed very experienced and professional. I look forward to seeing her at are next appointment."

"The staff at the West Des Moines location are outstanding!! Very attentive to your needs. The massage therapists are fantastic at working the areas your body needs most. The front desk staff, Stephanie and Vicky, are always so cheerful and make you feel special at every visit!!"

"I’ve been coming to the West Des Moines location on and off for 10 years! I’ve pretty well stuck to my same massage therapist (Kasey) and absolutely love her! Every once in a while when I can’t get in to Kasey they will sneak me in with another therapist and Stephanie always knows who will best suit my needs ! Even when scheduling they know what days work for me and make sure I book in advance or I would never remember (or get in) ! Whether I’m in for my back pain or if I just need an extra day for myself, I love this location. It’s always cozy, clean , and SMELLS AMAZING ! So amazing I usually have to have a candle or 2 on my way out !"

"This review is not a representation of the location, cleanliness or massage therapists, but a representation of the receptionists and manager who changed my appointment time without consulting me. I have cancelled my membership due to poor business standards. My appointment time was changed without being asked or even informed. To their credit, they did send a 24 hour pre-appointment confirmation with the new time, but in my multiple years as a Massage Heights member this has never happened, so honestly I didn't read it clearly and confirmed trusting that things were as planned. I would expect a change in appointment time to be relayed to me through a phone call, and much sooner than 24 hours in advance. When asked if they would reimburse me for the 30 minutes of my appointment I missed, they said no because I confirmed it. If that is their sticking point, that's their choice, but that is no way to run a business. If anyone, in an industry, needs to change or modify an appointment, the expectation is that they call and consult with the individual it will affect. All in all, I admit that I dropped the ball in reading the pre-appointment text, but they will not admit any wrong-doing in this situation that lead to me missing half of my massage. Admitting you messed up is not weak, but the manager and team here sure have a hard time admitting their part in this fiasco and taking responsibility. They are taking $30 for an unused half hour from me but losing many months of future payments from my membership because of their stubbornness and miscommunication. Had they made things right I would not have cancelled my membership and I surely wouldn't be writing this review, but it's worth knowing that the management at this location is poor and I would advise finding a different location or servicer in general."