Physical Therapist
Cape Cod RehabFind BBB Accredited Businesses in Physical Therapist.
Complaints
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/28/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
Member of the CC Rehab, *************************************************/ tel. ************ since 2013 w/prescription from medical doctors after two surgeries (back and hip) for aquatic PT in 2013 and 2016. I have continued membership and use the pool a minimum of 3X weekly year round. DOB 04/09/1937, arthritic w/ 2 prostheses. I received a phone call on 9/8/22 from ************************* informing me that he and the owner of CC Rehab, ****** Carroll, had decided to "terminate" my membership. I questioned the reason for at least 15 min. w/o any response. I requested a confirmation via email along w/ a copy of the contract which I had apparently violated. The subsequent email did confirm the termination; the contract was the agreement of payment via credit card monthly debit, but not a bona fide contract. I sent several emails (I have a record of same) requesting the contract so as to learn the REASON for termination and have received no replies. CC Rehab did credit my account for Aug. Sept. 2022 even though I did not request it. There is no other rehab facility on CC w/ a pool. I initiated a membership at the **** but that pool is strictly an Olympian sized pool for swimmers only, NOT for PT. It does not allow me to do PT exercises in that facility.At my ******** Care Physician appointment on 10/11/22, I will ask him to intercede on my behalf, I doubt CC Rehab will honor his request.I did complain to the ************************* about the poor cleanliness of the facility and the pool about 5 years ago. If that was an infraction, it was my only one.
Business response
09/29/2022
This particular client has been a long time client and frequent user of the warm water pool that we offer our clients access to for a membership fee. Im proud of our record with the super majority of our clients evidenced by our Net Provider Score (NPS) of 93, one of the highest in the Industry. Complaints are rare, and are taken seriously and addressed. The client who has made this complaint over the years has frequently voiced her displeasure whenever a maintenance issue has risen. She has left voice mails, sent emails and verbally voiced her concerns on a regular basis to several different employees.
Like many businesses in most industries since the Pandemic,we have had difficulty filling some staffing positions and had to make a decision to close the facility on Sunday mornings. Operating a pool requires 2 staff to be present in the facility and after summer help left we faced a staffing shortage. We have a second facility 12 miles away with a similar warm water pool and this client and all other members have always been welcome to go to that facility as well and it has remained open 7 days per week.
After explaining the situation via email to all members we had an email from this client requesting a refund. She also came into the facility and when greeted by the front desk with good morning listed off a series of complaints and voiced that management would not pay employees overtime to keep the facility open on Sundays. Our front desk person felt harassed and reported that she was regularly met with complaints from this person. We cannot tolerate our employees being verbally harassed repeatedly.
At this point we decided that it was more important to relieve the regular stress this person was bringing to the facility and making our employees feel uncomfortable. We have not been able to please her over the years and decided it was time to part ways. We informed her that we were providing a refund of a full month of her membership dues and told her that the **** in our town had a similar pool and offered memberships so she would be able to continue her regular exercise program, but she was no longer welcome at our facility. She did not violate any contract, only an unwritten code of conduct to treat all of our employees with respect as we have always done with her. We only sent her what she asked for, the credit card agreement which had no bearing on terminating her membership.Customer response
09/29/2022
tHE RESPONSE SUBMITTED BY ********** REHAB IS INACCURATE AT BEST. iF REQUIRED, I CAN PROVIDE WITNESSES AS TO THE ****STATEMENTS. FURTHERMORE, UNDER NO CIRCUMSTANCES HAVE I EVER "HARRASSED ANY MEMBER OF THE ****** I'VE COME IN CONTACT W/ TWO OF THE RECEPTIONISTS, BOTH OF WHOM ARE COURTEOUS AND PROFESSIONAL IN ALL RESPECTS.
THE PROMPT RESPONSE FROM CAPE COD REHAB IS SIMPLY BECAUSE I HAD THE COURTESY TO CALL THEM AND ALERT THEM OF MY REPORT TO BBB. ID DID NOT WISH TO 'BLINDSIDE" THEM IN THE MANNER THEY DID TO ME. .
I'M NOT CERTAIN IF I RESPONDED TO THIS ON THE CORRECT FORM.
IF THE MANAGEMENT AT CAPE COD REHAB WISHES TO CONFRONT ME W/THEIR STATEMENTS, I'D BE HAPPY TO PROVIDE TRUTHFUL STATEMENTS AS REBUTTALS.
THANK YOU.
****************************
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Business response
10/04/2022
I have no further commentCustomer response
10/08/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*******
Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.