CBR are disrespectful liars for no reason
CBR are liars for no reason, and they are disrespectful people who have no respect for customers, the law, or trading practices There was a situation where I was potentially misled about the service that I bought, which constitutes a violation of the Consumer Rights Act 2015 and the Consumer Protection from Unfair Trading Regulations 2008. I spoke to someone over the phone about this, they agreed with me that this would be against the law and that they needed to investigate. They then told me that a resolution could only happen the following week, and so I said I could not proceed further until the matter was resolved, which they 100% agreed with (plus on their own accord they even brought up the topic of rescheduling my upcoming appointment for me, so clearly they agreed with me and understood the situation).
Then later in writing, they completely lied, changing their tune and saying they don't agree with me and fail to understand. Why lie? It makes no sense to lie about what you already said to me over the phone?? What purpose does this serve?? You already agreed with me, and I was happy with that. It's a complete slap in the face. To have them say one thing to me verbally, and then to write something completely different, makes no sense.
Then the owner of the company, who was not part of that conversation in any way, calls me and completely ignores the fact that I was literally told an investigation and resolution would only be coming the following week when the director returns, and instead says that I should have already felt that it was fully resolved on the day. What on earth is this?? One person says there is an investigation that needs to occur in order to resolve things definitively, another person says there never needed to be an investigation and it should have already been resolved. What is happening here?? Why can't they just... own the situation, tell the truth, and let that be the end of it?? The owner of the company goes on to say that he doesn't think there is any potential wrongdoing or confusion or misinformation at all and thinks it is not against the law. And then he attacks me and calls me unreasonable and that my point of view is "not right". What disrespectful behaviour. You should respect the law and respect your customers - not say one thing to them, and then go back on your word, AND dismiss their concerns, AND attack the customer for good measure as well.
I had been a loyal customer, even coming back and overlooking a hugely unprofessional and disrespectful appointment where the physio dismissed my medically diagnosed problems and stated "you don't look like you have it. My mum has it but you don't look like you have it". This was completely unwarranted, and completely outside the scope of their medical training and their remit as a physio. I came to see a physio, not receive unsolicited remarks about something you know nothing about.
But unfortunately, its just been a calamity of errors, disrespect, and unprofessionalism.
For example I had my appointment changed, without my authorisation and without any request from my side, ~2 hours out from my appointment. This has never ever happened to me or frankly anyone that I know, at any medical facility ever. Yet they have the cheek to say that I shouldn't be frustrated about this.
Reply from CBR Clinics
Dear V,
Thank you for being a client for over four years. Your detailed review certainly paints a picture, but it’s important to clarify some of the facts surrounding your recent experience.
You’ve always come in with health insurance, and you've experienced excellent service throughout your 20 appointments. Last month, you arrived with a new Bupa health insurance plan, but a scheduling mistake led to some confusion with your appointment time. While it’s unfortunate that our therapist rebooked you for 30 minutes earlier, your subsequent decision to cancel your appointment without allowing us to resolve the issue was surprising, especially given your history with us.
We understand that you received some incorrect information from our call centre, and we acted quickly to have our customer relations manager clarify matters with you. It’s disappointing that, despite this, you chose not to proceed with your treatment that day. While we typically enforce a 24-hour cancellation policy, we waived that charge out of respect for our long-term relationship.
However, after your initial appointment, we found out you have an excess on your policy and you were liable to that charge. Upon raising that charge with yourself you said you wouldn’t be paying for it as we were being misleading. It’s concerning to think that someone who has been a loyal customer would engage in questionable behaviour to try and avoid a charge.
During our lengthy conversation yesterday, you acknowledged that you acted rashly in your initial response and you also confirmed you would be paying for the initial consultation fee. You also mentioned you had already found another physio shortly after your visit with us, which raises questions about your commitment to our services. A sudden change of heart after four years of loyalty feels out of character, leading us to wonder if your intent was more about avoiding payment than seeking genuine care.
We expected better from a customer like you, and it’s unfortunate that this situation has escalated to a negative review. We value our clients and our over 300 five star reviews are a testament to our commitment to change lives in London. We always strive to provide the best care possible, and we hope that you reflect on this experience and consider the implications of your actions.
The CBR Team.
