Hands On Therapy 11 Keller Road, Baltimore, MD 21208

"Shannon was disrespectful, my brother won't be back there, his information was lost, I set this services up with va, therefore the worst place ever"

"Update: I woke up this morning to a wonderful email from the owner of the company. She apologized profusely and promised to work with the employee to better customer relations. As a small business owner myself, I understand the importance of positive customer feedback and having positive customer interactions. So I wanted to provide an update especially one I am rather pleased with. My original complaint was based on my experience with 1 employee. Changing my review from 1 star due to this resolution and the professionalism and expertise of the business as a whole. I am incredibly disappointed in the level of customer service received today by an employee at this establishment. I came into the Pikesville location approximately 2 weeks ago and asked one of the employees behind about the desk about paying my outstanding balance. I was informed at that time, that it was acceptable for me to pay at my next visit (which was already scheduled) as they were attempting to determine my patient responsibility. Last night, I forwarded my new referral to Hands On and received an email back thanking me for the referral, but also indicating that invoices were sent to me multiple times and I needed to pay now or come prepared to pay at the next visit. I searched my emails and found the invoices, however up until this point, last night, I had NO idea they were sent via email. I never received any mailed invoices and again, when I was there 2 weeks ago, I was informed I could pay at my next, scheduled visit. However, I did pull up the invoices and attempted to pay. I emailed the company back and informed them that I attempted to pay the electronic invoice, however on my end it was blank. The response from the employee was, I tried it on my end and it worked. I screenshot the view from my end and offered to take care of it at my appointment the following day. I asked if there was anything that could be done about the late fees that were assessed since I did not realize the invoices were emailed and I asked 2 weeks ago about paying my balance and I was willing to take care of it electronically right away if I would have worked on my end and this is when things got really out of hand. The response back was we emailed statements on multiple occasions and as far as I can tell there was never any question about patient responsibility (which contradicts what I was told in the office 2 weeks ago). She went on to say that she cannot waive the late fees and she can process a payment over the phone so it is handled prior to my next appointment (which contradicts her earlier email saying I could pay my balance when I come into the office next). At this point, my next appointment was in less than 24 hours. I called to explain to her that my wife handles all of the insurance and health related things and I had no idea that the invoices were even emailed. I told her what the employee had said to me at my last appointment and received a combat response, Mr. Brown we have been on the phone for like 10 mins (my phone showed a little over 4) and you have yet to give me your credit card information. It was also mentioned that I am lucky my $232 balance wasn’t referred to small claims court and that they should no longer see me as a patient because I owed said balance. I am a disabled veteran and this has been the only relief to the issues I have been experiencing with my hand. I have never been spoken to in such a rude, combative and condescending tone. Needless to say, I will let my ortho doctor at Johns Hopkins know about the issues I experienced here as I was informed that they often refer their patients to Hands On and will never return for any therapy even though I was set up for 12 additional visits. No empathy or willing to work together to resolve issues."

"I am in awe of how exceptional and knowledgeable the staff at the Pikesville location of Hands on Therapy are at their craft. The Ambassador of First Impression is Shannon, a delight to speak with on the phone and in person. She makes becoming a client there a smooth transition, asking and answering relevant questions and personality to boot. Raizel has a true gift in examining the body to source the problem in the extemity of concern. The whole staff works well and supportive of each other while servicing clients. Free parking in rear, just off the Baltimore Beltway 695 and Reisterstown Road. Makenna and her sweet furbaby Kalouah just might greet you hello on some days. And please make sure you get an appointment with Tara at least once...it just might be life changing. She is delightful and I dare say an expert at her specialty. Lovely people...results very likely to pleasantly surprise. Bravo team"

"I was a patient for over 4 months. I went to both Pikesville and Catonsville locations. The therapy I received was good and I continued to go. When I asked to have my appointments adjusted for my winter break, no early mornings & all in Pikesville, obviously she had no clue what I wanted. I continued to get text reminders for appointments @ 7:00am. That frustrated both me and the therapist because most of the time I didn’t show up because that was not what I had requested. My doctor discharged me from OT because it wasn’t helping. This occurred on a Thursday afternoon over the Christmas holidays. I received a text saying I had an appointment at 7:30am on Monday, January 6 which my doctor didn’t believe therapy was beneficial anymore and he said he would contact Hands on Therapy to inform them. I called and left a message anyway just to let them know. I received an extremely rude phone call at 4:30pm on 1/6/2020 stating they had come in early and I was their only appointment. She said they do not look at the doctors notes and it was my responsibility. The tech was extremely rude and hung up on me. They are nice when they like you. The techs definitely need more training in all aspects of the business. I would never recommend this therapy office to anyone after the way I was treated today."

"Everyone is so nice here"