Chuck Rose

Review of Stone Medical Group

I had an appointment for today at 12pm. On my way ...

I had an appointment for today at 12pm. On my way over, there was a bad accident on the 78 that pretty much stopped traffic. Instead of being 15 minutes early, I realized i might be a few minutes late, so at 11:45, I called Stone Medical group. No one answered, so I left a message saying that I might be a few minutes late. I showed up at 12:05, and the door was locked, so I knocked. As I was waiting at the front door, some lady drove out of the parking lot(about 10 ft away). I didn't think much of it at the time, and called and left another message. After knocking on the door and calling multiple times, I decided to leave about 12:30. As i was on my way home, the therapist called me. She said that she was only required to wait five minutes and could then leave, which she did. She said she would be willing to re-schedule and not charge me the late charge. I was speechless. The therapist had either left way before 5 minutes, OR she had left around 5 minutes after 12, and drove right by me, deciding not to talk to me or try and work something out. I was speechless. I asked her if she had listened to my message saying that I might be a few minutes late. She sidestepped the question and said that there may not have been anyone at the front desk. She repeatedly steered the conversation in a way to justify her actions and lay the blame with me. Some of the worst customer service I have ever received. Reschedule? As if i would ever want to get a massage from someone who had treated me this way?? I called the business line back and left a disappointed message for the owner.

To his benefit, Patrick, who I am assuming is the owner/manager, called me back shortly thereafter, apologized for the whole thing, and even offered to have me come back in, and give the massage himself. I had already used up the time I had, though, and was back close to home. Patrick also offered to do what he could to make things right. I should have made my initial appointment with Patrick, as i am guessing he probably would have been a lot more professional. If not for him, I would not have given any stars.