Toronto Delivers

We just found out that our insurance here covers massage! Hurray! Where to go? Where to go? We asked our friends in Manhattan and they've suggested going to the Hyatt | Stillwater Spa...just the name connotes calmness and enchantment. I'm already relaxing.... then it happens...

We head out to the spa, reservation became a task. I think the front desk person at the Stillwater Store was trying to be helpful but she stumbled a bit. First she said she had no way of checking availability in her system so she left us and walked downstairs to the Spa to ask for help. First mistake! We could have left the store with relaxation goodies and she would have lost hundreds of bucks. The better action would be to apologize that she doesn't have that info and call downstairs instead. The best action would be to first offer us a beverage while we're waiting or tell us to browse through their products, inform us of the problem and then call to get the info.

The ladies at the Spa desk were better equipped with acting with style and grace. The wonderful waterfall created a very calming experience. One can spend a whole day here as they have head-to-toe services, wraps, manis and pedis, jacuzzis, gym, steam rooms and an assortment of massage services. We were in heaven! They gave us the tour, the services, then led us to the changing rooms. Lockers, robes, and slippers are provided. What could be updated? Change the changing room blue gel pad bed into a more relaxing about 3 inch at least and more foamy cushiony bed. Also increase the healthy meal selections as well as availability of meal service. The Hyatt restaurant is open late but the spa meal service closes two hours earlier! Does the food come from the same kitchen, I wonder? No one answered my query. Consistency in massage service would be good too. Also, the first masseur asked about our music choices while the second one did not. The second masseur offered a beverage while the first one did not and was out of sight immediately after the session. I know we have our personal lives and sometimes need to leave early but don't do a disappearing act on me without indicating a reason. Not good for customer loyalty especially in such a fickle environment such as luxuries like this.

Return factor? Yes but with clear masseur choices
Swedish massage rate? $139 plus tip plus tax.
Make sure you try the Qi Tea. They're open till 10p. Mondays seem to be slowest so you can relax and enjoy the Manic Monday package. Come early so you can enjoy the facilities. We suggest two hours early so you can go to the gym, enjoy the jacuzzi, get your services and then maybe a light salad.

...peace and tranquility....

Elmspa has been rated as a top spa in the city. Located just a couple of steps from Wellesley and Church (on Church), Elmspa is not like going to Rome or Prague (Hotel Riverside for example) for a nice spa vacation, it is more of a quick jount to a New York or London financial district or downtown oasis for a quick rubdown to get you back on your feet and again be productive at work.

After a long trip, one longs for a relaxing spa (jacuzzi like those in Barcelona, would be preferred). But I settle for a nice terry cloth bathrobe, fluffy slippers, and light reading by the heated patio overlooking an empty street. Would have been great if the steam room was working. For that matter, it would have been great if the receptionist was there when I arrived and did not have to wait for 20 minutes. And this was after I flagged her down the hall. Where's the security in this place? And why is no one by the reception desk? Understaffing, I was told by the masseur. Is that sufficient reason to let a guest wait? I wonder.

The bathroom was sufficiently stocked and the magazine choices were varied. It would have been great if there was a fitness centre - like the Golden Tulip in Amsterdam but alas, it wasn't.

Overall rating? Not sure what the other reviewers' experiences were but for me, elmspa needs to upgrade their service. Massage itself was mediocre even after indicating that a deeper pressure was preferred. Overall experience was to be desired. For just a couple more bucks, Stillwater is more relaxing.

Are you an adroit ball handler? Well then, it's time for bowling then eh? Playtime Bowl is a cool alley with neon colored balls that light up when the black lights are on! Very hip. Music to latest dance beats and bowling leagues to entice the newbies to practise some more.

A group of us visited and enjoyed 3.5 hours of screaming, ball throwing (some of us can't roll), sliding, and the unnecessary strikes that pulls the scores away from the pack. It was a wonderful afternoon. Just eat the pizza knowing caveat emptor and you'll be ok. The bathrooms are clean. The cashier was cordial and the reservation agent easy to work with. So all around, a good afternoon to hang out especially on a chilly day.

Check it out. Cosmic bowling is perfect for that birthday part or get together and no they didn't sponsor us to tell you this. It's only 2 minutes from the Yorkdale mall. Call 416.STRIKED

Do you know Dr. Miller? He's an ENT specialist and definitely world class. He shakes your hand. Great bedside manner. Knows how to keep the patient feel safe and in good hands. Ask for him from your family doctor if you need an Ear/Nose/Throat specialist. He's at medical clinic on 200 Queen Street West.

His assistant, Jen, on the other hand, definitely NOT World Class. Why? She is bossy. She tells the patient off. She increases the tone of her voice so the rest of the ward knows its her it seems. There is this new assistant, Anita, who obviously new may not know everything or how processes are done at this office. What does Jen say? You have been a secretary before right? You should know how to do this and not ask me everytime what you need to do next! I have work to do, you have work to do! ...then she continues with... Stop that! (as she screams across the hall). I TOLD YOU that we should reschedule all these people. DON"T call xxxx now, I AM WAITING for a confirmation. DON'T YOU REMEMBER this? [Anita was getting rattled by the scraming - I would be too] This does not work in any office environment let alone in a small office where all the patients can hear it along with this blogger. I should have recorded this but I was too shock and intently trying to memorize all of Jen's unacceptable words.

My question is - wasn't Jen present when Anita was hired? So why is she being obnoxious and power-tirpping on her position here?

Let's look at the demographics of this: Jen - younger, of Asian descent. Anita - much older, of Asian descent. Jen - louder, from the accent (or lack thereof) a native born. Anita - softer, clearly an immigrant. Barring lack of respect for the older employee and just looking at it from pure transitional work between employees, Jen has the responsibility to be more respectful of the newbie - whatever her age, gender, ethinicity may be. Just pure clean, consistent, work environment.

So if you happen to be seeing Dr. Miller, watch how Jen works and post your thoughts here. Hopefully she'd change but we'll just have to see.

Nicole at the pharmacy has a bubbly personality. We love her! She's friendly, she's accomodating, she actually will help you with your issues even in the midst of being harrassed by a patient who was writing a cheque for CDN$3.75 and arguing about insurance with her. We thought she handled the client well. So we give her kudos. The pharmacy itself could do a bit of an upgrade. It is quite sterile and the chairs were worn out and had stains in them - we didn't really want to sit down and waited 15 minutes standing up for our prescription to be filled. ~ richard

There are two ways to build a customer base for any business. You can win your customers over (through good customer service) or you can screw your customers over (by using questionable tricks to keep them uneducated about their options). While choosing a health club, I encountered both.

A few months ago, I joined Jump Fitness, formerly located on Pape. It was near my home, was no-frills, and they offered me an excellent price. But six weeks after I signed a contract with them, they were bought out by Extreme Fitness. Extreme promptly closed Jump and required all Jump members to move to Extreme’s location on Danforth. The only information provided was a flyer showing a beautifully designed club (certainly not the Danforth location) and a photocopied sheet informing members that they were limited to that one location and that Extreme would graciously honor the prices we were already paying. The Danforth location, however, is currently under construction, with half of the club closed off and unfinished. The two times I stopped by, I was unable to work out because the machines I use were not working, and the dust that accompanies construction really bothered my sinuses. Worse yet, customer service at the gym was nonexistent.

And their gracious offer to honor current agreements? At the same time as the Jump closure, Extreme was offering the same level of membership at the Danforth location for $20 less than what the average Jump member was paying.

I, of course, did what any smart consumer would have done. I looked around for a new gym. I found it just down the street from Extreme. href=" http://www.virtualtour.tv/riverdalefitness.wmv /">Riverdale Fitness, which has been around since 1949, is located at 835 Danforth, above the Blockbuster. I dropped in unannounced, and the general manager stopped what she was doing to welcome me, and to give me a tour around the gym. The gym itself is small but clean, and well-maintained, and looked like just what I wanted in a gym. Then we sat down to talk over terms. She was willing to give me the same terms that I had at Jump Fitness, and explained the contract that she asked me to sign. I left Riverdale Fitness feeling the way I should have felt when Extreme took over. And two days after I signed, I received a nice welcome card in the mail, which included the general manager’s business card and a free coupon for one of their excellent protein shakes.

But my story doesn’t end there.

My next step was to inform Extreme that I was refusing the new terms of the contract they were offering me. I assumed that Extreme had a procedure for former Jump members to refuse, so I sent an email first to the contact information provided to me. The email bounced back. I then looked up the contact information for the general manager and sent an email asking what the procedure was for refusal. He replied that I was committed for a year under my old contract. I sent a second email informing him that I was not willing to be held under a contract with a company I did not negotiate with, and that all I wanted to know was the procedure for refusing membership at Extreme. This time, he ignored my email entirely.

It finally took sending him an official letter of complaint, obtained from the Ministry of Government Services for him to answer my simple question. All I had to do was come in and sign a membership cancellation form. I went in as soon as I could, signed the form and I was done. It took all of two minutes to do, once I had the information.

Perhaps Extreme Fitness was not trying to screw me over (a a search on the net shows that it is likely they were, though). They certainly gave the impression that they were. What if they had tried to win me over? What if they offered every Former Jump member a tour of the facilities? What if the information packets given out had included everything needed to assess Extreme and make an informed decision? What if, after I expressed my intent to refuse Extreme’s contract, the general manager had tried to entice me to stay? I may very well have stayed at Extreme.

And Extreme did not just lose me as a customer, but everyone I mention this story to (including you, reader), and everyone they mention it to. Screwing customers over is a losing proposition because the time and energy you save by not wooing a potential client is offset by the effects of bad word of mouth. On the other hand, I’m telling everyone just how well I was treated at Riverdale Fitness. For the price of a greeting card and a ten minute walk-through, the pay-out is big.

Ratings? Riverdale Fitness is most definitely World Class. Extreme Fitness is a Not World Class (and my own personal advice to run away from them as fast as your legs can carry you). ~ robis

Last week, Red Tent Sisters opened up their doors at 810 Danforth. The combination store and clinic is the brainchild of sisters Amy and Kimberley Sedgwick, who saw a need for a place that is “dedicated to serving the reproductive and sexual health needs of women across the life-cycle”. Red Tent Sisters offers a wide array of products and services related to women’s health and well-being, include fertility (and beyond), sexuality, contraception, pregnancy and child-rearing.

Red Tent Sisters is a unique concept, and one whose time has come. In a world where a healthy approach to one’s body and sexuality is increasingly difficult, Red Tent Sisters provides a place where women can find a safe space that inspires them to a healthier outlook.

Red Tent Sisters is located in a storefront just east of Pape on Danforth, with a big red sign that is hard to miss. Women interested in checking it out can find contact information and directions on their website. ~robis

Regular readers of Toronto Delivers are aware of my experiences dealing with Extreme Fitness buying out Jump Fitness and closing the location. Interestingly enough, the old Jump location has reopened as Frog’s Gym. There is another location of Frog’s Gym at 11300 Yonge St in Richmond Hill, and I assume that they are the same company.

Well, that’s good, you may say, it gives consumers more choices and a better bargaining chip when it comes to dealing with Extreme. But a search on the Better Business Bureau’s website shows that Frog’s Gym has an unsatisfactory record, with only two of six complaints closed over a 36 month period (the BBB’s normal reporting period). Details of those resolutions can be seen online. Of the four open complaints, all of them were directly or indirectly related to contract issues. This translates into a big BUYER BEWARE for anyone checking out what Frog’s has to offer.

While the Better Business Bureau does not endorse any particular product or service and cannot guarantee the reliability of any claim or complaint, they are the best resource for arming yourself against shady business practices before you get to the stage where you are filing a complaint with the Ministry of Government Services. Before you sign with any health club, check them out. A few minutes of research can save you months of grief.

(And if you’re curious, Extreme Fitness amassed a whopping 66 complaints over the last 36 months. 66!! Riverdale Fitness didn’t have any. ) ~ robis

Did you know that TorontoWater has various solutions and cash incentives to reduce water use and save you money? You can call 416-392-7000, email them at savewater@toronto.ca or askwater@toronto.ca or online at www.toronto.ca/water for details. If you have customer service issues like watermain breaks, basement or sewer flooding, problems with water pressure or volume, discoloured tap water, leaking or broken water meter, leaking fire hydrant, among others, call 416.338.8888. They even have a Water Education team that can be contacted at 416.392.4546. Want to check your water bill? Just click here.

If you have kids and want to learn more about water, click here for the story of water. This government programme (not the service which I have to talk about in another post) is rated World Class.~ gloria

It would be great if I go to this salon and get my haircut on time. On four occassions I've been delayed - one up to 45 minutes! It's hard enough to find a good stylist and then when you do find one, you are a captive of their perception of time. This is what I have a problem with at House of Lords. Second issue - the music is just quite loud. My eardrums are dying here. If not for going to my stylist, I would have left but that's the problem - I found a good stylist (Michael H) but not a good environment. Cleanliness is a third issue I have with this place. The bathrooms can border disgusting sometimes. There are boxes near the sinks and the place looked like it needed a reno. ~ richard

Overall rating is Upgrade Something. Average price for a man's haircut is $15.

The Sports Clubs of Canada on Bloor Street (Jarvis) customer service agent I've spoken with on Sunday afternoon is not helpful. I'm looking for a new gym to go to and there are many options - from the YMCA to Good Life Fitness to Extreme Fitness and others. While researching for the best facilities for my buck, I ran into Sports Clubs so I checked it out. The customer service agent on the picture above looked at my outfit (I was wearing jeans and a jacket) and decided immediately that I wasn't worth it - at least that's what I felt. He didn't even tried to provide any reason other than "I don't have someone to show you around" and essentially shooed me away from his counter. Was I not worth it or was he in the wrong?

I wonder why customer service agents act the way they do to clients and potential clients. Clients they don't know. Clients who can potentially bring in a boatload of funding for their gyms by bringing their colleagues, friends, family, and employees. There are many reasons not to talk to a client - from having a bad day to not really wanting to be at the office that day. But the price of not engaging any and all requests for viewing could be high. But does the customer service agent really care? That's the issue that needs management attention.

In the meantime, I'm heading to another gym for their better service, more machines and no attitude to my outfit. My rating for this gym is NOT WORLD CLASS and UPGRADE SOMETHING (or someone in this case)