Subject: Formal Complaint Regarding Unprofessional and Discriminatory Treatment I am writing to formally express my concern and disappointment regarding the way I was treated during my recent visit to Elite Physical Therapy. I have been a patient of your clinic for nearly 10 years, returning as needed. Over that time, I have consistently paid for services both through insurance and out-of-pocket, including recent visits where I paid approximately $120 per session and $135 for my initial evaluation. I have always met my financial obligations. During my most recent visit, I informed your office that I would be approximately 10 minutes late. Upon arrival, I was told my session would be reduced to 15 minutes, which did not work for my schedule. Despite this, I was still willing to proceed and pay any applicable fee. I was not previously informed of any $40 late or no-show fee. However, what occurred next was completely unacceptable. The moment I entered the clinic, I was not greeted professionally or addressed by name. Instead, I was immediately confronted about payment in a loud and public manner. While standing at the front desk, a staff member stated loudly, in front of other patients, "You need to pay the $40 fee before we see you." This drew unnecessary attention and caused other patients to turn and look at me. This approach was humiliating and implied that I was unwilling or unable to pay my bill, which is entirely untrue. I have never had an issue paying for services and have consistently handled payment either before or after my visits. Being addressed in this way--publicly and without discretion--was deeply disrespectful. Additionally, as a minority, the tone and manner in which I was spoken to felt discriminatory and demeaning. It created a hostile and uncomfortable environment. No patient should feel singled out or judged in this way. I also want to share that I am currently going through an extremely difficult time, having lost my wife just two months ago. I came to your clinic seeking care and support, and instead left feeling embarrassed, disrespected, and emotionally distressed. When I raised my concern, I was told that the staff member "did not mean it that way." Respectfully, intent does not excuse the impact. The experience itself was inappropriate and unacceptable. After many years as a patient, I expected a higher level of professionalism, respect, and discretion. I respectfully request the following: * A formal acknowledgment of this incident * A clear explanation of your patient communication and payment policies * Assurance that staff are trained to address patients privately and respectfully * Clarification as to whether this reflects standard practice within your clinic I hope this matter is taken seriously so that no other patient has a similar experience. Sincerely, Seon Smith read more

I just completed two months of treatment for neck pain. Having worked with three different therapists, I feel that I now have the tools to control the pain and stiffness in my neck. They were honest with me about what could and what could not be done. I was impressed with the knowledge and soothed by the kindness of all three therapists. The logistics of making appointments was simple, thanks to a very competent front-desk staff. Highly recommend! read more

Erica was able to break up the extensive scar tissue along my left shoulder, arm. And breast. The scar tissue developed over 2 years due to healing issues after breast cancer lumpectomy. She was so kind, worked on it gradually, worked with me to avoid RA flares, and worked with me to gain my strength and mobility back. This was 2 years ago, and my arm and shoulder are working well still! I just joined Yelp, and I'm going through and reviewing the businesses that have gone way beyond my expectations. The staff were courteous, helpful with insurance, and always supporting me and my journey back to health. read more

They were on the right track. Didn't fully diagnose/treat the root cause of my neck issues after receiving treatment for 6 months.. Erica and Alan were very nice tho. read more

I've been coming here for a few mos working on my hip and back pain. Everyone that works here feels like family! I work primarily with Chip and Darrin and they're both amazing. Jonathan is great too and I love my girl Amber at the front desk! I'm honestly not looking forward to graduating from therapy because I love seeing these guys every week. Other than feeling like family, they really do know what they're doing and they help make the recovery process as painless as possible. 10/10 would recommend to all my friends and family! read more

Elite Physical Therapy was recommended by my Doctor. I went there for treatment of Plantar Faciatis. The staff at Elite was excellent, friendly, and knowledgeable. They're exercise recommendations helped reduce the pain I was experiencing. I highly recommend Elite Physical Therapy as the place to go to get help. read more

Chip was my therapist. All he did was look at his computer while I exercised. When I brought up concern about pain, he insisted it was nothing, he was rude about it. I think he was afraid of his own ignorance and needed me to keep quiet about it so it looks like he's fixed me in the notes. what do you expect from a doctor named "Chip" which is medical code for "fragile". You're just a pay check and he couldn't care less if your problem is solved. I got so lucky on my first day that the doctor was in from the Spanaway center, he manipulated some wrist bones to put them in place. I know for a fact Chip would not know where to begin on that. He seemed like he isn't in the medical field for the right reasons. read more

Erica and her team are knowledgeable and compassionate. Highly recommend them for your PT needs to get you on the right track for recovery.

I came here to seek assistance with pain I continuously experienced after being hit by a car awhile back. Everyone was excellent. They provided me with comfort and knowledge that helped me understand what was going on. The environment there is calm and professional. I knew I was in good hands right away. read more

If I could give more stars, I would. Neck pain has been a way of life since I was a kid. Born with a bad one and lived a high impact life that's been rough on it. I've been to more physical therapists, massage therapists, surgeons, pain specialists and chiropractors than I care to mention. I never get pain relief, ever. After just my 2nd appt with Anna my pain is better than its been for years. Woke up without pain for the first time in even longer. For chronic 'neck-painers' I'm sure you know how bad mornings can be. I woke and reached for my meds out of habit and realized...oh wait...I don't hurt. THAT was cool. I can't stress how great this place is. I'm an RN, I'm a skeptic, I'm hard to impress and I AM impressed. I was impressed at the intake appointment by Anna's knowledge and her passion for what she does. The cervical spine is tricky and chronic problems are hard to treat. I know first hand and I see it with my patients. To have such amazing results after such a short time....wow. I can't wait to see what the rest of treatment holds. I wish I could vouch for the other therapists but I have not had the experience of working with them. But the culture of the ownership is great and the most patient oriented I've seen, never overlapping appointments, never handing off your care to aides so I can only assume the smart hiring didn't stop with Anna. read more

I had been getting frustrated trying to find a massage therapist that takes my insurance. When I contacted Elite, they said that even though they do not take my insurance, they would see if they could help me out by finding one near me that would. Talk about going above and beyond! If they took my insurance, I would definitely go there. They are customer oriented and very empathetic to what the customer is going through. read more

I have nothing but rave reviews for Elite Physical Therapy and Erica McMahon. Erica has been great in explaining whay I need to do, showing me and explaining why it's going to benefit me. She's upbeat and very supportive. The whole staff has been great to work with. I can not say enough about Erica and Elite Physical Therapy. Jeri Lynn V. read more

Horrible customer service. I've given them hundreds of dollars for massages over the last few months. During my last massage there was hammering and construction going on the entire time. Literally from beginning to end. I complained about this and asked for another massage for the same rate (my insurance only covers 20 massages per year at $20 and I didn't want one of those massages to be absolutely pointless). The clinic did absolutely nothing to resolve the situation and basically told me I'm shit out of luck. Really sad that they treat their patients like dollar signs instead of real people. read more

I went to Elite after a car accident based on reviews. I was seen for a combined total of an hour and fifteen minutes which was two appointments and they billed my insurance $$$$. I was shocked at the amount and felt ripped off based on the care I received. I asked multiple times for manual therapy and the most I received was lying with my neck on two tennis balls with the therapist standing over me. Their explanation was that manual therapy would not be included in my treatment until I reached an impasse with the prescribed exercises. The other answer was to see the massage therapist at their practice. I guess I've had really great and effective physical therapy with other providers. It wasn't a good fit for me so I moved on. It's hard to know, I guess, until you try. It just seems like a huge waste of money. read more

I sprained my ankle so badly rolling it while I was running at point defiance. I got a referral from my doctor and started physical therapy at Elite because of its proximity to my house and because someone from a local running group said they had runners on staff. It was important for me to have a runner treat my injury. I can say that I had the most pleasant experience. It's not a place with fancy machines. I was given exercises that I could do at home and an explanation of why my injury was recurring, it was nice to have physiology lesson so I could understand the importance of the exercises better. I also found the staff to be friendly and engaging. My ankle feels great! Thanks Elite! read more

Jamie was the best! I have been dealing with knee issues for 12 years and he finally brought me relief and mobility. The staff was great too...very friendly and caring. I have already spread Elite Physical Therapy and Jamie's name to friends here locally. Thanks Again!! read more

When I was a victim of a car wreck and in pain I was looking for a place to help me heal. Elite was the perfect place with a balance of customer service, education about injuries and massage all in one place, it was a very enjoyable process. Elite helped me back to my pre wreck body and I can not recommend them enough! read more

I can't say enough good things about Elite Physical Therapy and about Katie Vega. We were working on my posture and strengthening my bones. Katie responded to every question and every concern that I had. For example when I had discomfort in my shoulder she gave me an exercise that made it better almost immediately. She gave me exercises to work on at home, and encouraged me to do Pilates. I had to drive an hour each way and it was worth it. I recommend her highly. read more

I have had the pleasure of having a few massages at Elite, and they have been amazing! I have had some back pain in the past, but I typically get massages to address the aches and pains of distance running. Both Nadia and MJ are amazing massage therapists and keep me performing at my best! Though I have not have physical therapy here, all of the staff seem friendly and professional, and I always have a great experience! I would definitely recommend this place to anyone! read more

BEWARE! This place is HORRIBLE!!! They will charge extra fees and scam you of your money. Last summer I sent my teenage daughter here to get PT on her hip, she is a dancer (ballet) and was having a lot of pain. At the time I called around and decided that Elite PT sounded legit. We reviewed over the phone that the sessions cost $80/visit and I explained to the person on the phone that I had already called my insurance provider and they notified me that I would not meet my deductible and would have to pay in full to Elite PT at each visit. I told the lady at Elite PT this, and she said not to worry, I could just pay the $80/visit and that they would submit to my insurance anyway to help me get closer to meeting my deductible. I confirmed with her that the $80/visit would be all that I had to pay and she said that is correct, that I would be considered a cash patient. My daughter went to 5 appointments and I paid the $80 at each visit. The staff there were so-so, she had a different person each time and each person tried a different approach, never once did they refer her to get imaging done. Ultimately she has to have hip surgery next month, the PT did nothing, she is going to have a laberal tear sewn and her femur shaved down. Several months after her last appointment in June of 2017 I received a bill form Elite PT for an additional $100. I called and asked why they were billing us, since we paid for each visit in full. They told me that since they submitted to my insurance that I owed them $100/visit, not the $80 I paid. This was NEVER explained to me, in fact the opposite. I explained in detail the first conversation I had with the staff there and the Elite PT person on the phone began to react aggressively and told me I was wrong. I had called my insurance provider prior to this and they told me Elite submitted whatever CPT code they wanted to make it look like the fees were higher I again told the person to remove the additional fees, as I told them from the beginning my insurance would not cover and I paid at each visit so should be considered a cash patient. At that time it was my understanding that they would remove the fees. Fast forward to December and Elite has not removed the fees, but added MORE fees and have sent me to collections for $238.47. Again, all because who ever answered the phone the first day that I called had told me the wrong information. This is a mistake on their end and they have the power to eliminate these fees, but choose not to. I paid as a cash patient would, the exact rate and paid at each visit. Instead, they are attempting to scam me out of additional money, knowing full well that submitting to my insurance was pointless. They are penalizing me for having insurance. Not sure how it is possible that they can do this. AVOID ELITE PT - THEY WILL SCAM YOU! I will be also contacting the BBB of Tacoma to see what steps can be taken to remove these fees. read more

I have had the pleasure of working with Elite PT over the past 5 years and am happy to report I remain injury free as the result of the education and therapy I have received by the massage and physical therapists at Elite. Thank you! read more

Anna and her team are amazing. After hurting my back (disc bulge) and being so terrified of having to have surgery I started visiting Elite PT. 15 visits and 3 months later I am pain free and exercising again..It was a very painful and emotional journey and Anna and her staff did one hell of a job alleviating not only my condition but also my fears. Counseling me on what to expect, the treatment needed to correct it and ways to avoid injury again.Getting the appointment times I needed were never a problem.I even received phone calls FROM Anna to check in on me between appointments! Thank you Anna! read more

I originally picked Elite Physical Therapy because of the convenient location, but I kept going back because of their amazing staff (and my good looking podiatrist said I had to). Every patient is welcomed with bright smiles and they make you feel at home right away. I bounced back and forth between working with Erica and Kristen; I highly recommend either one. Both have extensive knowledge about the human body and how treat a wide variety of injuries. Although they stay very professional and work hard to get you to your goal, they know how to keep their work place fun and inviting for their patients. What I really appreciate about Elite is that they give you stretches and exercises to continue at home so that you aren't relying strictly on your sessions to feel improvement. read more

I have been going to elite physical therapy for a couple months, my therapist is Erica & she is so awesome! She is so polite & has helped me get better faster than I even thought. She is great at her job & u can tell she loves what she does! All the ppl here are very friendly & very flexible with the schedule! I highly recommend this place! read more