I'll preface by stating that I have a more than average knowledge of how they operate as I started coming to their Eglinton location in August of 2020 and over the past 17-18 months I have been about 25 times and spent $3,500-4,000. However, I will not be going back as what seemed like just a minor inconvenience in the early days can actually hurt your health, in the long run.
The MAIN issue, which may not seem major but actually is in the grander scheme of things is their ATROCIOUS front desk and admin staff and their inability to use the information systems they have. You might think like I used to "well I'm here to see the doctor so who cares?" but think about what happens when their systems book you in the wrong time and then you show up after having waited weeks to see someone only to be told "you are there at the wrong time" and they ask you to leave although you triple confirmed over the phone. And then you have to wait even longer for a health issue that worsens over time.
This is only one example. Others include:
*When I was badly limping due to my temporary (and fixable) knee condition and trying to quickly book an appointment with my physio they took more than 10 days to get back to me despite several messages.
*When I purchased a bundle of training passes to get their discounted rate... they should have provided a disclaimer stating that they'll miscount and overcharge you, thereby absolutely negating any effect the bundling had in the first place. Imagine buying a 12 pass bundle and only being able to use 10 because they miscounted... and you must be wrong because they are never wrong.
*The physio sessions come with sets of workouts on their app which doesn't work properly. Even their teams complains about the app not showing them what the client sees on their end. A program that was very well thought out becomes an incomprehensible and illogical mess.
*Check your invoices. Every single time. You'd be surprised and mistakes, if obvious and only if you firmly stand your ground, will be rectified. It's a "charge first, don't listen later" approach to business and it's despicable.
*The last straw - Today: I came for the make-up appointment they had mistakenly booked on the wrong time another week and for once in this relationship I'll admit some fault. I had just renewed my health card and didn't bring the new health code with me. I've been there almost weekly for training sessions and they now know me by name and YET they would refuse to allow me the courtesy of sending them a scan of the new code I have home after the visit. Instead they wanted me to pay $75. Don't nickel and dime your customers for admin mistakes that can be easily fixed at no cost. You didn't need to ask me to pay this fee when you knew my code would be sent to you an hour later. Shame on you Cleveland Clinic for making your good customers feel unwelcome and like 25+ sessions with you and my willingness to keep coming back despite your screw-ups did not earn me any trust in return. I left and will not use their medical services again.
I cannot risk counting any further on unreliable and unwilling staff for my health and wellbeing. read more