FitLife Fitness, Aquatics and Physical Therapy, Philadelphia PA

My treatment and experience here has been less than favorable.

I arrived at 7: 02 to be exact, as I was walking towards the therapy room, Rachel saw me but never acknowledged me which is all too common for her. I always assumed that it was early and maybe she didn’t have her coffee but to my surprise that was not the case. This was my 5th visit to the facility and my last. Let me explain in detail what happened.

As I approached the desk area where Matt sits, I said good morning. Rachel comes from the desk area and asks how I was feeling. I stated getting better but not 100%. She then asked if I wanted to ride the upright bike, I replied sure, she never escorted me to the bike but later came to check the time. In the meantime a lady who she seemed to know came in who also has an appointment but not sure of the time however, I heard Rachel say that she was early. She began to laugh and joke with this woman which was shocking to me because I never seen her smile. As I am still riding the bike, Rachel proceeds to attend to the Lady who is “White” then I see Matt come from behind the desk to get a ball and a yellow band and place it at my table. When that happened I started feeling a little uneasy, thinking is she asking Matt to assist me in my therapy as she worked with the lady who came to her appointment early. I got off the bike and Matt approaches me and tells me that he is going to work with me. At that point I was confused, not that Matt would be working with me but the audacity to disregard my appointment time. I told Matt that I was leaving because I did not like the fact that Rachel did not communicate to me that Matt would be working with me for a period of time. Additionally, I have not been pleased with Rachel’s professional skills. As I was leaving the facility, Rachel follows me to ask if there is a problem. I said I am good and left the facility.

When I returned home I called and spoke with Erin (gym manager) who seemed to care and listened to my concerns respectively. She offered to give me 2 free sessions at no cost. She also stated that she would have Megan (PT Supervisor) to give me a call. Later that day I spoke with Megan who apologized for what happened to me during my treatment. She mentions the 2 free sessions they were willing to offer me. I told her that I would let her know the next day if I wanted to take the offer.

The next day I called, Matt answers the call and I specifically ask to have Megan call me back. Matt then asked if I wanted to speak with Rachel (PT who I have been working with the past 4 weeks) I stated to Matt I had no desire to speak with her. An hour later I received a call from Rachel who then pretends she had not spoken to Megan or Erin which I found puzzling. I told her she should speak with them but she pressed me into telling her the issue from yesterday I explained to her what I was felling and how she never communicated what was happening at the time. How would she know there was an issue if she never spoke to me or her colleagues. All she knew is that I left the facility.
Megan called me later and stated she never got a chance to speak with Rachel about what happened yesterday. I am flabbergasted at this point. The disrespect, gaslighting and condescending tone was insulting to me.

I am sure this isn’t the first time something of this magnitude has happened.

Hire more people who has the ability to be professional.compassionate and caring about those who are pain and don’t look like them.

And I don’t need free sessions because I have insurance and I am not a charity case.

Mike at FitLife was very knowledgeable and helped so much with physical issues after a fall. I am so appreciative!

So grateful to have this wonderful gym in beautiful Mt Airy. Always clean, good equipment, and friendly energy right when you walk in thanks to dedicated professionals like Cheeky and Mercedes.