I had my first session at Mercer island location, and enjoyed it; the most important thing is my pain went away thanks to the therapist, Melanie. She is great.
However, I was disappointed with the front desk customer service. I called to cancel my next appointment and left a voicemail, and after getting no response I called again (since I need more time to see if the pain comes back). Your front desk person kept asking my name even after I spelled it twice for her. I told her I need to cancel my appointment for September, but I didn't remember the exact date. And she asked me what date I would like to cancel. I had to tell her again that I didn't remember the date. She again answered, 'you need to tell me what date in September'. I asked her again if she could just check her system to find out the date since she controls that, not me. Eventually she told me she cancelled the appointment.
Strangely today 8/29 at 7:58am in the morning, the front desk receptionist called me again from a Georgia number. She said she got my voice mail regarding the cancellation. I told her I already canceled with her last week. She asked me for my name again and the date - I responded that she should have my name since she called me. And she asked me to be nice and then hung up on my call right away.
I am so disappointed with your customer service. I wish you could have trained the front desk person to be more friendly with,at least, basic phone etiquette and also more dedicated to her job. Now I am not sure if my appointment got canceled successfully from the first call.
Overall, the experience from making the first appointment til now was not pleasant one other than the actual therapist. read more
