Impact Physical Medicine & Aquatic Center

(I urge people to read the entire review, but if you want, I put a TLDR at the main point below) My issues with them occurred at the end of 2024. The problem was with the receptionist staff and was never resolved; In fact, the problem appears to be enabled by the owner, so if he responds to this, I would suggest explaining what steps you have taken, if any, to ensure this never happens again at your clinic. In December I first contacted them on the 19th and they avoided calling me back until the 30th, so they were able to drag it out 12 days (with the exception of a 'fake callback' that I explain later) - When they finally did call me it took less than 5 minutes. I'm quite sure they were not taking my calls on purpose, likely relying on caller ID to identify when NOT to answer the phone and the other concerning thing is that multiple people work as receptionist staff, which means multiple people were on-board with the stonewalling of my calls. They have an overreliance on utilizing texting and apparently they can and will just randomly stop texting with you whether the problem is solved or not at their discretion. If you think about the nature of texting versus a phonecall, something slightly complex will take ages to type out, where it will take about a minute over a phonecall where people can ask questions for clarification. Once they arbitrarily decided that they were done texting with me on the 19th, that's when the stonewalling began. Just to be clear: I have always been polite with every staff member there, and that included in the text where they decided they were going to start stonewalling me. I have never experienced anything like this at any other clinic EVER, so this certainly is not a pattern I see emerging from several places due to my own conduct. I was also very polite throughout the entirety of their stonewalling campaign, including when they called me back and resolved my issue within 5 minutes. When it became clear what was going on, I began giving the staff every opportunity to call me possible - I left around 2-3 voicemails politely asking them to call me back on any day that they were open and during all those calls they didn't answer the phone once, presumably because they were watching the caller ID to ensure the stonewalling continued. On December 23rd (5 days into the stonewalling), they did a 'fake callback' just to troll me and get themselves plausible deniability, but my phone rang for literally half a second, meaning they hung up immediately to ensure that I couldn't answer the call. I brought all this to the owners attention - Included phone records of when I called and explained in detail the whole situation. I said I'd be satisfied and continue to be a client if he either wrote up the people involved, or wrote up the manager if the manager was so oblivious that he/she allowed this to happen under his/her nose. I never heard back from him, so I put in a complain with the Better Business Bureau that he also never responded to - I would suggest anyone who experiences these issues to also contact the BBB (it's a simple process) as they said that they can act if complaints show a pattern of similar behavior. Now, this is all just speculation on my part, but I'd imagine no one was reprimanded as a result of this, otherwise he probably would've told me and I'd still be a client - As such, the owner has now emboldened them and let them know this is acceptable behavior, so the owner has enabled this so I expect they will arbitrarily do this in the future. The next thing that occurred to me is that when I suggested 'the manager be written up', it's possible the owner IS the manager, and he chose not to act because that reasonable criticism bruised his ego. [TLDR] Either way, this is the bottom line: There are other physical therapy places with a pool within the Twin Cities area - It's probably best that you just choose someplace else because if/when the staff randomly turns on you, it's a messy situation to have to find a new provider anyways. Thanks for reading.

They literally don’t have any physical therapists right now. They both left, and the doctor is leaving soon too. I wonder why they’re all leaving at the same time, it’s very strange. One of the physical therapists might return but he didn’t say when and they don’t seem to know when either. The front desk staff are unprofessional and not very friendly so you basically have to fish answers out of them and in the process they will act like you are bothering them. How are they going to have a physical therapy place and no physical therapists? 😂 I’m sorry to post this, but feel people should know…

I really enjoy coming here! I told my doctors about this place as well. I learned about this by accident and I wish more people could know about this! If you have a brain injury and you are physically able to do this, this is one of the best facilities. From the reception workers to the therapists, I have had a great experience. My therapists are Cindy, Mara, and Jess. I love working with all of them and they are really good at communicating amongst themselves to help tailor a good treatment plan.