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  • How much is a treatment?
    Therapists set their own rates, but for the most part, they are $130 + GST for a 60 minute treatment. Some therapists offer longer and shorter duration treatments, discuss with them if you are looking to book something other than a 60 minute session (if they have available). For a massage with a non-registered provider, they are $75 (inclusive of tax) for a 60 minute treatment. This is a great option for individuals that have no benefits plans or have used up their massage therapy for the year as our non-registered massages are with graduates of accredited massage therapy programs.
  • Do you have a receptionist?
    No, our clinic is run solely by the therapists who take care of their own payments and direct billing. As therapists are in and out of treatments they are unable to answer calls, so we have a call servicing company that you can call in case of emergencies. Unfortunately, they are a call answering service and do not have access to the booking calendar so they are unable to to book appointments for us. They have access to our FAQs and are able to pass along messages. Or to save time you can email us directly at infonewheightsmassage@gmail.com.
  • Is massage painful?
    Massages are not meant to be painful, you can discuss and agree upon the amount of pressure before and throughout the treatment. Sometimes patients will experience some soreness after a deep tissue massage but this is normal in the few days after a treatment. It is similar to DOMs (Delayed Muscle Soreness) like what you get from the gym. If it persists longer than that then please reach out to your therapist to follow up.
  • Is this covered with my insurance provider?
    Unfortunately we don’t have access to your insurance information so we do recommend you contact them to see what is covered. All of our therapists are registered so if you have coverage either we or you can submit the receipt to get the treatment reimbursed. Please note: all treatments with non-registered providers are NOT covered under any extended medical plans and must be paid for out of pocket.
  • Do you do direct billing?
    Yes! We bill to all major insurance providers, including: Blue Cross Johnston Group Sunlife Manulife Equitable Life Chamber of Commerce CINUP Canada Life (Great West Life) ClaimSecure Cowan First Canadian GroupHEALTH GroupSource Industrial Alliance Johnson Manion Maximum Benefit RWAM Insurance Desjardins Green Shield **Once again, non-registered treatments are not applicable to this, they will not be able to be billed to any insurance provider.**
  • What is involved in a 60 minute massage?
    The therapist will go over your medical history, concerns assessment and consent and treatment plan. Then the hands on treatment and finally reassessment and home care and recommendations will conclude the session, all completed within that 60 minutes. The therapist will take payment before or after your session, but this will not be part of the billable time.
  • Do you take ICBC claims?
    Yes! The following therapists do ICBC treatments: Yolanda Fu, RMT Madhu Maharaj, RMT We DO NOT bill directly to ICBC. You must submit your receipts to ICBC and they will only cover a reduced rate as ICBC treatments are typically shorter in duration, our treatments are still for the full hour, even on subsequent visits. Are you suffering from a MVA?? (Motor Vehicle Accident) Did you know that you are automatically pre-approved for 12 massage treatments within 12 weeks of the accident?This can be extended if additional treatments are needed!
  • Do you directly bill ICBC claims?
    No, we DO NOT bill directly to ICBC. You must submit your receipts to ICBC and they will only cover a reduced rate as ICBC treatments are typically shorter in duration, our treatments are still for the full hour, even on subsequent visits. Initial assessment visit is covered to $120 and Standard subsequent treatments are covered at $90. Many clinic will treat for either 30 or 45 minutes as their standard rates are above this amount. Since we do not bill directly to ICBC you would continue to pay our rates of $130+ GST per treatment, and then be reimbursed directly from ICBC at these reduced rates and paying out of pocket the difference. Please discuss with your therapist or adjustor if you have any additional questions!
  • What is your cancellation policy?
    Your appointment time is reserved just for you. A late cancellation or missed visit leaves a hole in the therapists' day that could have been filled by another patient. As such, we require 24 hours notice for any cancellations or changes to your appointment. Patients who provide less than 24 hours notice, or miss their appointment, will be charged a cancellation fee to the card on file.
  • Hi, what is your location and hours?
    Our location is 4341 Hastings Street, Burnaby and we are open 7 days a week from 8am-8pm- however the clinic is by appointment only, there is no receptionist onsite to make bookings or to greet you, therapists set their own hours. (Some therapists start earlier than 8am and some work later than 8pm)
  • Where can I park?
    There are a number of parking lots in the area with free 2 hour parking. There is one located behind JJ Bean Coffee Roasters and behind the Shoppers Drug Mart, and another located behind TD Canada Trust across the street. Please be mindful of the 1 hour parking spots in front of the clinic and also the restrictions between 3pm-6pm across the road during weekdays, we do not want to see you get towed!
  • I had a great massage with your clinic (or particular therapist), how do I write a review?
    Thank you so much for your feedback, our therapists and clinic are happy to hear that. Please either visit our website for the link to write a review on Google or search “New Heights Massage Therapy” on Google and write your review there. Please note you need a gmail account to be able to write reviews on Google, otherwise you can also write one on Yelp! Jane app will also prompt you after your first visit with us to write a review on Jane, feel free to do so but to also share your experience online with others. This really benefits the company as a start up to be able to advertise and get more optimization with Google to increase visibility to potential patients in the community- which will give us room to grow!
  • I need to cancel my appointment today (or less than 24 hours from today), can you help me?
    Please email to: infonewheightsmassage@gmail.com to let us know as soon as possible in hopes that we can still fill the appointment. We do have a 24 hour cancellation policy, however if it doesn't fill.
  • I don’t have a computer/don’t know how to do online bookings, can you help me?
    No problem, the clinic can assist you with that, please call 604-628-6822 and our customer service line will take down your phone number and name and they will pass that information on to the therapists to help you book your appointment. Unfortunately, they are a call answering service and do not have access to the booking calendar and it is a live site, so any appointment offered to you over the phone could soon be taken before being confirmed by the practitioner.
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