Heal Faster Canada - Concord, Ontario

Eva M. W.

Customer beware: The company is repeatedly sending faulty units.

My original surgery date was in August, the first unit was leaking water. I received a replacement unit without issues but had to return both because my surgery was cancelled. Additionally, you need to wait the entire day, 9-6, to personally collect the unit.

Today, two days before the new surgery date, I received another faulty unit, this time displaying (an impossible to fix) error code. Why would it be my responsibility to fix it anyway?

Needless to say, I requested my money back.

Giving the company one star for a polite albeit useless customer service.

Also, I will be reporting this issue to the surgeon who recommended it. No need for anyone to associate themselves with this kind of business.

Dayle W.

This is the worst experience I’ve had with a company. I’ve used similar ice machines from a competitor for a previous surgery, so this was my first time using this game ready system as recommended from my care team…These kinds of units are all the same basic set up so I know how to use them. The unit I received leaked a little within the first day, so I made adjustments accordingly and put two big bath towels under it as the leak seemed small. Overnight this machine completely saturated the two towels it was on and damaged my flooring. I called customer service and they said they would send a replacement unit within 2 business days, then referred me to their manager, Adrian, regarding the floor. The treatment I received from Adrian was laughable due to him blaming me for user error on the unit and not believing what happened asking for photos (water damage on plank flooring is near impossible to see in a picture as you have to feel the lifted areas). I assumed the damage causing the leak may have occurred from shipping, but after my lacklustre conversation with Adrian I’m not so sure the unit was even checked before shipment. It has now been 1.5 weeks since my phone call for a replacement unit after the damage to my floors. I haven’t used the machine because of risk of further damage, which is useless for my recovery, and based on my interaction with Adrian, useless for the state of my floor. I had to call them again this morning to remind them to send my replacement unit (again, 1.5 weeks later). Here’s hoping it actually comes… Don’t bother with this company, you’re better off with just ice or another competitor. Thanks for nothing Heal Faster Canada.

Karan M.

After a fair bit of confusion, and a numerous amount of frustration with my clinic, I was feeling soured.

We've had a Game Ready rental which has actually helped my mother post knee surgery, but the communication with my clinic and Heal Faster was frustrating. I decided to speak with Heal Faster directly and my concerns were professionally addressed by Adrian and he was fantastic to speak to. He was able to provide a resolution that not only made me less stressed, but apologised for the troubles I have encountered.

Otherwise, great company. They ship you the machine for rental, and a prepaid UPS shipping label to send it back so you don't have to worry about picking it up or dropping it off. I would highly recommend anyone who needs a Game Ready 2.1 to rent it from here. Otherwise, it will cost over $5,000 for the unit.

Lisa G.

I received my unit and it didn’t work. I talked to nawaz who was so helpful in trying to find a unit for me on the weekend as everything was closed. It was an escalated to Adrian Who drove all the way from Waterloo to Barrie on a Saturday so I could have the machine the day after surgery and didn’t have to wait till Monday. Not only was he kind, he offered to set up the machine and show me how to use it. It was critical for me to have the day after my surgery and they made sure it happened and also said I could keep the machine an extra weekend for the inconvenience. Thanks so much Adrian!

Corey H.

The team, including founder Mark, are just incredible to work with. Right from dr referral, to product ordering, they make sure the entire process is seamless and easy. So happy with my Game Ready and excited to explore other devices they offer!

Steve H.

Top marks for service and support! Adrian was a fantastic help in finding the right product tot fit my injury and recovery needs. He was very informative and imparted the right knowledge for me to make a decision, which I am very happy with. Recover is going much faster as a result of Adrian and Heal Faster.

Natalie F.

Garry was very helpful and supportive in explaining our options and the products available to us when purchasing the NormaTec 3's. He is very knowledgeable on the products and was able to answer all of my questions of prior to the purchase of the units. He was always available to chat via many platforms and was attentive in helping me solve some potential problems. We will continue to rely on Garry and his expertise when purchasing products in the future.

Ron A.

I should start by saying that their customer service was impeccable. Christine and Jeremy were very quick to resolve the problems I had with the order.
I ordered a product from them and received it in less than 24 hours. I did not go through a formal confirmation of shipping address & contact information on the marketplace app I used. But they reach out to me for my information outside of the order process.
The problem I encountered involved damage to the inner packaging and the unit itself. I quickly messaged the team and received an apology along with a solution. Within an hour, the team sent a courier with a brand new product and picked up my faulty one. While receiving a faulty product is regrettable, I understand that they are not a supplier for this specific product and cannot be held accountable for the contents of a seemingly brand new, sealed, box.
I can't commend their customer service team enough. Their handling of the situation is indicative of team that operates at a very high level. Good Job! I'm extremely satisfied with our business transaction.