Dear Santosh
Thank you for you feedback.
As a clinic that has been rated outstanding in all areas, we take your comments extremely seriously.
As explained on then phone, we do not yet have a reception team, so we use an external call centre who answer the phones for us called Miss Money Penny.
They are not part of the Eden Sports Clinic team, however they do notify us when calls and messages come through.
On the very rare occasion, not all calls are replied to on the same day, which is why we advise that any urgent appointments are made online via our website’s online booking system.
When your original call came through, we managed to book you in for an emergency out of hours appointment with one of our therapists who stayed late just to see you. This appointment was a free consultation so that you had a better understanding to why you had pain and what treatment / therapist you needed to book in with.
You were then offered an appointment for the following day, which you declined and said you will call back.
You then called back the following day. Unfortunately, because we were fully booked in clinic, we did not pick your message up until the end of the day.
When we picked up your message, we called you back with urgency, and fully understood your frustration towards the external call centre taking your messages.
Out of good will, we offered you another free out of hours appointment on the same day, which you declined .
With respect, your comment about our customer care is invalid as we went above and beyond to get you booked in, and your complaint with customer service should be with Miss Money Penny.
We have a highly experienced team
of specialists who treat a wide range of acute and persistent pain injuries.
We wish you best of luck booking in with another clinic and a speedy recovery.
Further detrimental comments will be reported as slander via Trust Pilot reviews.