Brooks Rehabilitation Outpatient Clinic - Westside

My son’s speech therapist was awesome. However, the lady that sits at the front desk (fair skin with long blonde and brown locs) has horrible customer service and I won’t be returning to this location because of it. I signed paperwork during the first visit that notified me of the cost. I drove 20 min to the 2nd visit and wait for 10 min before she tells me that the cost has now gone up over $100 and she doesn’t know why. She says she’s going to reach out to insurance. She then packs her things up and starts to walk out the front door. I ask before she gets out of the door what the update was. She says she doesn’t know and that she emailed them. I’m like…ok…so what do I do? My appointment is now.. She’s looking around shrugging her shoulders. I’m asking her what my options are. It was a struggle getting her to communicate!! Between her acting like she couldn’t talk and refusing to communicate like a professional, I’m outdone. Who trained her? Get some better workers for your front desk. They are the face of your business.

My doctor assigned me to Brooks Rehab because of my left knee and hip. Micah Hale, my Physical Therapist, did an excellent job providing me with exercises that gave me relief from pain for my hip. I am under the care of my arthritis doctor for shots to help with the knee. Both knee and hip have improved so much. Thank you Micah Hale for the very good job!

To whom it may concern, I am writing to submit a formal complaint regarding the treatment my son, has received at your clinic. This statement documents specific incidents and ongoing concerns that require immediate attention. Summary of concerns • On Sept. 17, 2025, during a therapy session, my son threw a toy toward the therapist. In response I briefly and lightly corrected my son’s hand. Staff later described that action as “hitting the child.” I was not informed of any clinic policy prior to being allowed to repeat that action multiple times. I find the handling and communication about this incident unacceptable and unclear. • Before this incident, my son’s previous, experienced speech therapist, Ms. Rachel, was reassigned. We were assigned a recent graduate who, in my observation, lacks necessary experience with children with developmental or behavioral needs. Sessions are frequently shorter than the scheduled 30 minutes and appear to be primarily play rather than targeted speech therapy. • I have also experienced unprofessional behavior from Ms. Jane (for example, negative looks or dismissive communication).

Highly recommend! Easy to get into! Handicap accessible, parking is great! More than one ramp to get into building and automatic door! The staff is so nice and the office is always clean.