Massage Heights Irvine-Westpark 3881 Alton Parkway, Irvine, CA 92606

"I was really looking forward to treating my sister to a prenatal massage for her birthday. I had a membership in the past and still had remaining credits. I was told I was unable to use them since they expired, but the girl informed me I qualified for the introductory fee. Which I was very appreciative for them doing. A day before my appointment I get a voicemail from Cheyenne stating that I do not qualify for this offer and would have to pay full price. So I called back to speak to her but she had left for the day. So I spoke to the associate that was speaking back and forth with Cheyenne. We had come to an agreement that I was able to use my past credits without having to commit to the membership. I only needed to pay the difference of price from then and now. Then comes the day of our appointment and I get another call saying I have to pay the full price. I asked what would be done with my remaining credits and they told me in order for me to use them I have to restart my membership. Literally the day of my appointment I'm being coerced to restart my membership or I have to pay full price. Only then, I was told I could use my credits. I wasn't upset until now. It's inconvenient and very poor management on their behalf. Very little communication between the employees. Extremely dissatisfied with the customer service I received on such short notice. Update: after so much back and forth and me cancelling my appointment I was still charged for this service. Spoke to an associate and she stated that it was part of their cancellation policy. Informed her that breaks when you continuously change services and charges that we both never agreed to. GIVE ME MY MONEY BACK! I called to cancel both our appointments and was still charged for my sister."

"Be careful about joining, because they refuse to cancel your membership until you charge back your credit card. They pretend there's never a supervisor on duty and they can't cancel it, while they keep charging it for multiple months. Always use a credit card here because you will end up needing to charge it back when you decide to leave - they give you no other choice."

"Update: I’ve been frequenting Massage Heights for a year now and have had nothing but amazing experiences each time I’ve come in. Every front desk team member (special shout out to Rachel!) is kind and welcoming, and each massage therapist is incredibly skilled. I’ve been making room in my budget for a monthly massage for years and no clinic/spa/retreat has come close to the consistency and skill set at Massage Heights. I am truly grateful to the incredible team here for making each experience a highlight of my month. Demi, Dina, Judy, and Kelly are phenomenal! Had an absolutely incredible experience at Massage Heights! 1) The retreat is gorgeous. You can tell the owners and employees treat it with care; it was very clean and felt tranquil. The hallway to the private rooms even had touches of elegance with a small water display. The room was spacious and there was no noise carryover from the surrounding rooms so it felt very luxurious and private. 2) My massage therapist was AMAZING! I was floored; I have been receiving massages 1-2x per month for the better part of a decade as a result of continuous back pain and typically when I try a new spot, I keep my expectations low and give it 2-3 visits before making a decision about it since every therapist is so different. But she absolutely blew me away. Not only was she thorough in understanding where my concerns were, but she checked in during the massage to ensure I was comfortable with the pressure (VERY firm, which is my preference) and made sure to focus on those areas specifically. At the end of the massage she checked in again to see how I was feeling — while this seems small, this rarely, if ever happens at other massage therapy offices/studios. Something small that I really appreciated is she also didn’t talk throughout the massage: while I appreciate that some people like that, I have anxiety and tend to feel more wound up when talking during service so I loved that she put me at ease enough to truly relax. 3) The front desk was so wonderful! I had to make a somewhat last minute adjustment to my appointment that they so kindly accommodated. I don’t get why other reviewers have complained about the front desk as I found them kind, patient, and informative. I truly appreciated that there was no pressure on me or any sort of strong arming into any of their membership options. Just careful, thorough information about their options. Between the truly amazing and experience with my massage therapist and the compassionate treatment by the team at the front desk, I happily opted in to a membership and am looking forward to my tenure at this retreat. Highly recommend."

"Yen was amazing! She understood exactly the pressure and areas I needed worked on. She was respectful and caring. I will be back again if Yen is my masseuse."

"Considering where the economy is right now, you would think that businesses would do everything they can to retain their customers. Support a business that will treat you respectfully. Poor customer service on multiple occasions. Disingenuous, unprofessional and incompetent managers and front desk receptionists. This location has given me so many reasons to never re-enter into a membership with any Massage Heights again, as this is my second time as a returning member since 2020. I am fully covered through my insurance to receive massages--the issue is the negative experiences I've had for the last five months as a new member to Irvine. My request to cancel my membership is purely because I've felt consistently uncomfortable in my interactions with the Irvine team. I've contended with my discomfort by attempting to schedule appointments at Massage Heights in Newport Beach, but they charge a service fee of $30, even though their rates are the same to Massage Heights Irvine. So, that was not an option for me, though their website and Terms and Conditions have stated otherwise. This tells me that as a franchise, they're not operating on the same page which affects me as a member. My first massage here was mediocre. So, I asked Shyanne, the Asst. Retreat Director, if she could suggest a highly-recommended therapist that most members loved. She suggested a brand new therapist that hadn't even started her first day on the job until the day I was scheduled with her. So, that receptionist was not honest with me. I, uncomfortably, had to interrupt that massage 20 minutes in because I was so unhappy with her skills. To their credit, they didn't charge me for this service, and let their Retreat Director, Danielle, know about the situation. This situation occurred within the first month of my membership. When I asked to speak to Danielle to follow up about the situation, Diana, assisted me at the front desk. When Diana asked for the reason as to why I'd like to speak to the manager, I let her know that it was personal and I'd prefer not to say. She came off caddish. And that caddishness felt unprofessional. When I met Danielle, she didn't introduce herself to me. She stood in front of me with a timid and insincere smile waiting for me to begin explaining the situation. Her disposition indicated that my complaint was unwelcome. I felt like she didn't care, even though she apologized. Her apology felt empty and avoidant. After a Shyanne lied to me; a massage therapist left me feeling dissatisfied; a different location requiring an additional $30 service fee; another receptionist coming off passive aggressive; and the retreat manager not caring; I felt mistreated and disrespected. The impact left on me, regardless of the intention, has been demeaning. I thought to myself, I should just forget about it, and find the best massage therapist they have, and stick with her for the remainder of my contract. But, after awhile, every time I've had to wait in the lobby, I've felt very uncomfortable with Diana. I just felt so much negative energy from her since I opened up about my situation. It's as though I've been judged as the difficult member. I shouldn't feel this way for simply opening up about a concern as a paying customer. Although I've felt unwelcome and uncomfortable throughout these last few months, I've felt obligated to utilize my membership. Enduring this poor service has become very frustrating and not the quality of service worth $80 a month for 12 months. I requested to cancel my membership on December 7, 2023. Their solutions was to complain to corporate about the $30 offsite fee which Newport Beach required. They rejected my request to cancel my membership, offered me two LED services for free, and said I should book appointments online and wait outside in my car to avoid the receptionists. Danielle said that it was wrong for Newport Beach to charge me such a high fee, and that it wasn't an appropriate way to treat their members--how ironic. Go to Newport Beach. They have better people skills."