i went to Personal Best hoping to get help with shoulder pain. My experience there was very disappointing, and frankly concerning. The physiotherapist was unprofessional, and the owner unresponsive.
My appointment with the physio I saw started out fine. He did an assessment and then showed me some exercises to do for my shoulder and neck. However, after that the appointment and my dealings with the company deteriorated dramatically.
The physio acted very unprofessionally by carrying on a loud conversation with a client who was sitting by the reception desk while he was working on my neck. After he moved my neck in a way that just felt bad, I finally got the courage to tell him that I was uncomfortable with his behaviour, at which point he ended the conversation and put his attention back on what he was doing to my neck.
Before that, he had directed me to practice the exercises he'd given me, but while i was doing them he ran off to the back room. I could hear some laughter, and when I called out to him that I was finished with one of the exercises, he came running out of the back with a mouth full of food. When i started the next exercise, he ran into the back again.
I have a friend who goes to Personal Best, and when I told her what had happened, she thought it was important to contact the owner (who also takes clients) to let her know what had happened.
By this time I had decided to cancel my next appointment with the physio I'd seen, and at the same time ask for the owner to call me.
The owner phoned me that evening and we had, what I thought, was a very good conversation. She agreed with me that the physio's behaviour was unprofessional, and asked what she could do to compensate me (not her words) for my experience, I told her that I still needed help with my shoulder, but didn't want to pay another $120 for a reassessment with another therapist. I'd rather just pay the $80 I would normally pay for a follow-up appointment. She agreed, thanked me for being brave enough to phone her and let her know my experience, and said she'd call me the next day.
She never phoned. I waited for 2 weeks, and finally my friend suggested I meet with the owner at the end of my friend's appointment (her therapist is the owner). I did this and had another seemingly nice conversation with the owner, who again sounded very sincere. We agreed I would see her for my next appointment. She gave me her card, asked me to call her cell phone, and we'd make arrangements.
I phoned her at the end of that day, but she never phoned me back. I phoned again 3 or 4 days later, and as of today (22 days since my last call to her) she has not phoned me back. read more