Callingwood Physical Therapy & Sports Injury Clinic

I am extremely disappointed with Callingwood Physical Therapy and Sports Injury Clinic. I have been going to the clinic for several years, as the therapists do great work. However, the front desk staff, responsible for booking appointments, billing insurance companies, and providing customer service has been exceptional poor and service continues to decline. I have explained to the front desk staff that I will pay up front. I repeatedly requested that submissions NOT be sent to my insurance provider (as my coverage is via my HSA, and submissions from the Clinic are declined. Subsequently, my submission to insurance for repayment is also declined, for multiple attempts for reimbursement for one treatment). I’ve explained this to the front staff, and yet they continue to submit to my insurance plan after I’ve paid in the office, costing me hundreds of dollars out of pocket that will not be reimbursed. I do not have this problem at any other massage therapy clinics (including the nearby Urban Retreat and Love Your Back). Yesterday, I called to book an appointment, and was thrilled to be told I could get in that day. I left early and rushed to the Clinic, to ensure that I was there promptly (a few minutes early, actually). After waiting fifteen minutes past my appointment time, the front office staff confirmed that the massage therapist was not there. Until I pointed it out, they were unaware that there was a problem. It was then explained to me they hadn’t even informed the massage therapist that my appointment was booked. The massage therapist kindly rushed to the office, and subsequent appointments were pushed back to accommodate my appointment, which was now a half-hour late. I rearranged my work schedule to leave early, to ensure I was punctual for my appointment - only to end up sitting for forty minutes in the reception area, because the front-desk staff failed to notify the therapist. (They blamed “the new girl”… except the person who booked my appointment over the phone sounded male, not female). Upon leaving my appointment, their computers were down. I could not get an official receipt for my massage, nor could I book a new appointment. I was told I needed to come back at another time to get my receipt. First thing this morning, I received a notification that the reimbursement for my massage therapy had been declined – after I specifically stated that I did not want anything submitted to the insurance company! When I called to speak with management to discuss the problems I have been experiencing with the front-office staff, I was told that the billing issue is with my insurance company (it is not; as stated previously, I do not have this issue with any other clinic). I was not given any explanation nor apologies for the ongoing problems… just arguments, excuses, and blame. Callingwood Physical Therapy & Sports Injury Clinic has no respect for their customers; they waste my time and my money. I am extremely disappointed with Callingwood Physical Therapy. The therapists are great… but the front desk staff is terrible. This is my first Google Review, and I hope this serves to warn others of the problems that are happening, so you can avoid the negative experiences I’ve had.
8 years ago (29-09-2017)

Laura has been pretty amazing. The dry needling on my hip has really been making a difference. It's been the only thing that has helped. I also saw Bonnie for one appointment and she was amazing too! Both great professionals with great attitudes and personalities. The front desk is good too, in my opinion.
8 years ago (17-10-2017)

Helped me with my shoulder injury. Very thorough. Very helpful and knowledgeable staff!
9 years ago (12-01-2017)