Muscle Matters

This fall, I decided I had enough of the pain and tension in my shoulders and neck and sought out a place where I could get a massage. Muscle Matters was recommended to me by a couple of friends who are also runners, and I decided to book a massage as soon as they could get me in on an evening. I would like to qualify my review by saying that I have never received a professional massage at any other business, but that I am very happy with Muscle Matters, and my therapist (Tina).
Muscle Matters focusses solely on massage therapy. There is no spa, or fancy treatments like hot rock massages. I like this, as this was exactly what I was looking for. The business is located on the upper floor of a professional building in the west end, and parking and access is easy. I felt very welcomed by the receptionist and my therapist on my first and subsequent visits, and really appreciated that my therapist took the time to ask me a lot of questions and make me comfortable at my first appointment. The quality of the massages has been excellent, and given me an enormous amount of relief with the pain I had been experiencing. They do direct billing to insurance, and I found the prices to be reasonable ($ 89 for one hour). You are sent home with a bag of Epsom salts, and I have always left feeling great.
A number of other reviewers have commented on their cancellation policy. Their policy is similar to that of a dentist’s office, and to hair salons I have been to, or more flexible even (6 hours cancellation). Given how busy they are at certain times of the year, and that evening spots fill up weeks ahead of time, I don’t think their cancellation policy is unreasonable. The receptionist also made sure I was aware of the policy before booking with them, and I had to confirm that I agreed to it.

I had been a patient at Muscle Matter for over 5 years and up until this incident I never went anywhere else, I had also referred many people to them. I had a massage booked and was unable to make the appointment, I didn’t cancel in time and was given a late free. After a death in the family I called to cancel another appointment and asked for leniency due to the issue. Nothing. I decided to book a massage again a few weeks ago, emailed Joanna Garries (who is either the owner or manager) and she agreed that if I paid half the fee we’d be even. I booked for an 8:30am with her the night before, I asked what would happen if I couldn’t make it, and she assured me no problem. Turns out I ended up behind half an hour late due to public transit issues, among other things, and when I showed up the receptionist asked the massage therapist if she would do the half hour and she refused. I also asked if I could just go in the open 9:30 am spot and she ignored me. I got upset and left the clinic. They proceeded to charge my insurance company for a massage that I did not receive. They are unethical, and when I spoke with my insurance company Muscle Matters lied and said that I DID receive my massage! After emailing Joanna about this she basically gave me the finger and said that I got what was coming to me. DO NOT SUPPORT SUCH A SHADY BUSINESS! There are plenty other place I will be trying now.

My friend and I decided to go for a massage since we were celebrating her birthday. I found this place by searching google since we don’t have a favorite place. It is a small business located on the 2^nd floor of the stripmall in Hawkstone plaza. The parking lot is large and they are open late to accommodate those who work during the day.
I booked our appointments one week in advance and was told they needed at least 6 business hours in case we needed to cancel or change the appointment. When we arrived, the placed smelled like mint, strong enough to clear your sinuses. Since I am a little sensitive to strong smells, I requested unscented massage oil. I had an one hour massage for $ 89.25 which I think is reasonable for this amount of time. My massage therapist Kristie, asked if I had any special areas to work on. I wanted a full body massage. She was excellent, asking if there was enough or too much pressure, how I was doing, etc.
Once we were done our massages, they offered us a glass of cool water with an orange slice in it. They also gave us a bag of epsom salts and suggested we take a warm bath for 20 minutes before going to bed. The ladies working here were helpful and friendly. This may be my regular place for massages from now on!

Beware, this company has a cancellation policy that has no flexibility. I booked an appt on sat for Monday at 8:30 am. My 7 year old had the flu and was up all night sick. I left a message on the machine at muscle matters for when they open. They told me I would be charged the cancellation fee an I let her know I did not feel it was fair as I had booked last minute. I did not see any charges but when I went back they told me I had to pay. I let her know again I did not feel this was right, she would not look at me anymore, I had told her I wanted to book for my mother and was going to prepay as it was her Birthday. I cancelled that appt and let her know I was not going to return. I do not believe she was the manager but the customer service is terrible. I had been going here for years and have referred at least 5 people. I think everyone should be aware I would not recommend this place due to the poor service.

I’m a girl who needs the deep tissue massage rather frequently due to back problems… I am happy to say I love this place! I’ve been going here for a few years — and its just great! Friendly staff. and nice and quiet. I’ve only ever had one issue. however it was small and addressed quickly by a manager. Their staff are very knowledgeable and are happy to get those muscles where they’re suppose to be!