bad customer service, rude attitude. I booked 45mins massage for my husband at 10:30am and got the confirmation by text. My husband arrive at 10:17am, 13mins early to fill the forms. But receptionist insist that our appointment was at 10:15am, and told my husband was late, so only did 30 mins, and charged 45 mins fees. She still refused to refund the price different when I came to show her the text confirmation to prove our appointment was 10:30am. After she talked with her manager by phone, finally we got $11.3 price different refund. Her behavior was not professional, and rude attitude. Do not recommend this company. read more

Had one of the best massages of my life place was great staff was wonderful this place is a must!!!!!

DO NOT BECOME A MEMBER. It's a scam. They have terrible customer care. Receptionist and owner are rude. I was a member for 3 years and after I ended my membership all my remaining credits were to be paid in full price instead of membership rates. So what's the point of becoming a member? And on top my $200 expired and owner never got back to me about it. Won't go back here ever again. read more

I came here for a massage, so the rating depends on that specific massage therapist. We can't lump 1 bad massage and rate the spa like 1 star. That would be inaccurate because one therapist is not Kaizen. Location/place: the spa interior looks very nice. Rock face, soothing music in the waiting room. slippers for you during winter. I see nothing wrong with it. Massage rooms: I've been here 3 times and all the rooms look nice. Lighting was dimmable, pleasant atmosphere. The only suggestion I would have is include a chair so clients can put their clothes on. Therapist: this is all personal. So i will put the ones that I recommend here. Those I didn't like, other people may like their technique, so it is not proper to list here as "bad" therapists. Also, therapists come and go. A "smart" spa would do their best to retain the "skilled" ones. Then their clients know no matter who they pick, they will get a skilled therapist. I know of a place like that in North York, where I used to go to. Here's the ones I recommend at Kaizen: Sabrina C: I go to her for relaxation massages. Great technique and made me feel relaxed and well Dawn M: went to help my horrible muscle pain. She was awesome. The next day usually is the worse (muscles reacting to the treatment from the day before), but I didn't feel too bad at all. That shows her skills are great, not too light and not too deep (will hurt) to fix my issues. Also, its hard to describe, but during the massage, her touch felt like she "cared". Perhaps its was gentle yet firm? I haven't tried Dawn for relaxation massage yet. But to me, when you are hurt, that's when it really counts, and having someone you know you can count on with excellent skills is vital. I'll update more as I try other therapists. Though I plan to stick with the above two for awhile, until they leave. But Kaizen, please do your best to retain them!!! read more

Wow. Just wow. About a week ago, I booked a couples RTM deep tissue massage with their on line reservation system. They took all info including both parties name, cell number and email. Confirmed the appointment. I specifically requested NOT to contact my partner as it was a surprise. Well, for the past day or so, Kaizen has been calling her. I telephoned Kaizen to find out why they called my partner. They informed me that the number I gave was out of service. I looked backed at my messages to Kaiser's on line service and noticed all info was correct. Then Kaizen asked if they could reschedule our appointment for half an hour later...because, you know, Halloween and scheduling stuff. WHAT? so I agreed. About 15 minutes ago, 3 hours from appointment I was called by Kaizen again. They needed to cancel my appointment. I was not not impressed at all. So of course I cancelled my partners appointment as it was a couples massage. On their web site it states that Kaizen will charge full price for cancelled appointments on same day. Really? Yet they can do so 3 hours prior. I was so looking forward to this all week. Extremely disappointed with Kaizen and will not go back there or even recommend. read more

Service is very mediocre .. The therapists are mostly back rubbing than anything else ... Not sure if it has something to do with the promo pricing where they put you on a monthly withdrawal plan for cheaper than anyone else and perhaps it leads the therapist not to work as hard... Either way as a customer it's sad because customers come with pains and issues and they leave with just a back rub ... They should seriously look at either not offering such deep discounts so that therapists are performing appropriately for all customers read more

So upset that this place is not as good as we have hoped because it is so close to our place. New customers get a discount on first service. And their service was mediocre. The second time, my husband got a massage and was injured after so we emailed a manager twice and never heard from anyone. We are never going back because it wasn't worth it and obviously they hurt my husband's shoulder and didn't hear from them at all. read more

I have been for many RMT massages in my day. I am disappointed as this place is literally around the corner for my place. The first time I went I was so disappointed, the RMT felt inexperienced. The massage was so delicate it almost felt annoying, he didn't work out one knot in my back. In fact I left and booked a proper RMT and drive 30minutes away. I did mention to the front desk girl I wasn't happy and she didn't seem to care. So I went and spend another $100, but the second $100 was worth it and she worked with pressure every knot out. In my attempt to give this place another try for the convenience, I rebooked back in. I spoke with reception and once again said an experienced RMT that allows for pressure. She assured me that this women was amazing. Boy was she wrong, almost had the exact same experience. Through out the massage I asked for more pressure. She didn't not even respond. The pressure was so light again it felt annoying. It didn't feel like an RMT it felt like a regular aesthetician (actually not a fair statement, as that would have still been better) She had no clue, I left more irritated and I'm still dying for these knots to be worked out . Recommendation if you want a proper massage I wouldn't go to this place. read more

Do not go to this venue. You get charged for a no show even though you get no reminder calls for missing it. They told one month after that I missed an appointment and owe them $30. read more

I've had lots of massages all over the world. This place is one of the best! Very professional, skilled and knowledgeable. The price is great and the service is top notch!!! read more

These people are nimrods! Go elsewhere. They specifically told me I wouldn't be charged a penalty for the massage if i didn't come and I go online to see they've charged me an arm and a leg for a massage I did not have. Don't visit these crooks OR give them your credit card information.. you'll be sorry! read more

The amount of the service was misrepresented and they do not know what it means to provide proper CUSTOMER SERVICE. On the day of my appointment, I showed up and was then informed of a different price compared to what I was told when I originally asked (I asked 2X on 2 different occassions and was provided with the same answer by two different receptionist) . Who else will you be asking except the receptionist? if they do not know how much then who else can you talk to? they should know the service / policy they provide. The receptionist represent the company and if they knew there was miscommunication, they should err on the side of the customer and do something to alleviate the issue with the customer, instead what did they do.....CHARGE YOU WITH A CANCELLATION FEE! They need to learn about proper customer service 101. Needless to say, I will not be talking my business with them and so are my referrals. read more