Our first visit to Physical Alliance Therapy was unwelcoming and unprofessional. Upon arrival, the atmosphere was tense and hostile. I greeted everyone, as did my husband, but while the staff responded to him, they completely ignored me, even though I was the patient. To ensure I wasn't misinterpreting the situation, I greeted them again, but still received no acknowledgment. Eventually, when I managed to get their attention, I was handed a clipboard. When I asked if there was an issue or why they didn't engage with their clients, I was told, "Oh, we're busy and having a bad day."
As a client, I found this response unacceptable and unprofessional. The energy remained negative as I filled out the requested paperwork. My husband also felt the same hostility and decided to bring the matter up with the manager, Ashley. Unfortunately, her response made us feel as though we were the problem and a disruption. When we tried to calmly explain our concerns, we were repeatedly talked over and accused of dehumanizing the front desk staff, including Crystal. This accusation stemmed from a misunderstanding when I was speaking to my daughter about handling situations like this. Ashley assumed I was addressing the staff, which I was not.
Even after Ashley and I initially agreed that the issue would be addressed, she returned while I was speaking with my daughter and falsely accused me of referring to the staff as "those people," which I did not. I asked them to review their security footage to confirm what was said, but they refused. Regardless, even if I had used that phrase, I was not met with the professionalism necessary to learn staff members' names to address them individually.
The situation escalated further when Lisa, the supervisor, was contacted. However, she only addressed the staff while on the phone and never spoke to me directly. Instead, she instructed her team to have me leave the premises without attempting to understand my concerns. I was told the police would be called, and the staff's hostility increased. They crowded around me as if I were a threat, despite the fact that I was the customer.
Ultimately, I did not receive the therapy I urgently needed. Instead of addressing my health concerns, I was met with hostility and unprofessionalism. I felt disrespected, unheard, and treated unfairly throughout the ordeal. Ashley's management style was poor, Lisa's handling of the situation was dismissive, the staff's behavior was unprofessional, and the overall experience was deeply disappointing. I have video evidence of the encounter to support my claims. read more
