Baker Family Chiropractic & Sports Injury Clinic, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11561695, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted] See attached documentI reject the response that Baker Chiropractic has made to the complaint that I filed against them. They certainly don't respond to one of the crucial questions ask in my complaint: Why did their employee (Laura) make the very ugly (age related) harassing remark to me? I was always courteous and friendly with her and all of the other workers. What was her motive?In their response, Baker Chiropractic starts with the incident in which Laura makes her abusive remark. "This was done in an open adjustment area and two of our employees were in the area when the alleged comment was made." This statement is not true. When I walked into the open adjustment area that day, there were three employees present. I walked to the middle of the room where Laura was standing and I said hi to her. Fifteen or so feet away, Ellen (whom I came in to talk to) and Gail were in conversation. Laura and I watched Gail and Ellen, (still in Conversation) walk into the front room that looks out over the front parking lot. remember clearly that Laura and I saw them shut the door behind them. It was then that Laura made her abusive remark. That means that there was no one in the room but Laura and I. It is no wonder that no one heard anything "derogatory," I remember looking around the room because it was so quiet, and I didn't see anyone else in the room.Next, the response to my complaint report states that Laura's abusive comment to me was an "alleged comment." Although found Laura's "apology" to be overall unacceptable, one of the points that she makes when she "apologized" (I don't remember the exact words) was that she was sorry that she had offended me! Since she admitted that she had offended me (with what she said to me) then her "comment" was not "alleged," but very real. And since I was the target of that comment, I can state that it was very real.The next sentence in the response states, "nothing derogatory was heard by others, but when we spoke to the employee (Laura), she was more than willing to apologize for any misunderstanding." There is a great deal of difference between a misunderstanding and a very deliberate, offensive, age related insult. I will illustrate my point with a quote from my Complaint report, starting from the point where Laura and watched Gail and Ellen enter the front office room and shut the door behind them. "As we saw them (Gail and Ellen) approach the room, Laura asked me if she could help me, and I said that I needed to talk to Ellen briefly, Laura Said that Ellen would talk to Gail for a few minutes, and when Ellen walked back out of the room, I could talk to her. Then in a sarcastic and insulting voice, Laura said, 'if you think you can remember that!' I had to look at her eyes to see if she was joking with me. The expression on her face made it clear that she definitely intended to be insulting I was stunned since Laura had always appeared to be polite and quiet while dealing with the patients. I still have no idea why She decided to be that insulting in an aggressive manner. In response, I said something to the effect, are you really asking me if I can remember that in a few minutes they will step out of the room?! Her eyes showed contempt."There is no "misunderstanding" here, in terms of the contempt for me that she conveyed to me. Laura was very aware of the words she used and the contemptuous attitude through which the words were delivered. For her to feign generosity in an apology for an issue that I might have a misunderstanding about is very arrogant.I quote the next issue in the response. "The patient (me) again called that her apology was not satisfactory." I will explain why Laura's apology was certainly not acceptable. Laura approached me in an open adjustment area (at Baker Chiropractic). I was waiting for an adjustment and the doctor was about fifteen feet away giving an adjustment to another patient. I will quote from my complaint report. "During my next adjustment, Laura approached me and attempted to apologize. At first she sounded a little convincing when she said that she was 'sorry' for having offended me. She admitted that she had offended me. Then her voice changed, and she acted coy and coquettish, and she said the following, "well, you know [redacted], I really don't remember (?) what I said at that time.’ Due to the intensity of the insult that she had deliberately directed at me, I believe that she was lying to me, when she said that she could not remember what she said ‘at that time'. It is ironic that I remember very clearly what she said "at that time", and yet the essence of her insult, was that she has questioned whether or not could remember Ellen and Gail would be coming out of a room within a few moments!!”The above explains why her "apology" was not very acceptable. She had a fake smiling expression on her face (clearly insincere) throughout her "apology". At first she apologizes for having offended me. Then she clearly states, with this phony smile on her face, that she can't remember what she said that offended me Does this mean that she doesn't know what she is apologizing for!  So, I asked Gail at one point over the phone, why Laura bothered apologizing to me? And without remembering the exact words, Gail said that "she (Laura) knows that you were very hurt." So, of course, here Laura confided in a coworker that she did insult me. This is more anti-social flip flopping. The last part of the response from Baker Chiropractic involves my making every effort to set up a meeting with Dr. Paul and Laura so that we could arrive at some kind of mutual understanding. The following point is very important. During her attempt to apologize, Laura stopped twice and said that we should  "talk." She meant that we should get some time and sit down and talk this problem through to some sort of agreeable understanding. It was the best thing that she said! It was the one moment when I felt that Laura was sincere. It was the best choice to bring about some sort of understanding and agreement! Meeting and talking! It was the only way we could soften and resolve any confusion and anger from anyone involved. If successful, Baker Chiropractic and I would not have had any need to contact the third parties eg., the Ohio State Chiropractic Board that took so much of our time.Although her suggestion to meet and talk was a bright spot in an otherwise phony apology, we didn't get the opportunity to set up a time or place to meet since we were in the middle of an open chiropractic adjustment area.Also, I wouldn't have met with her (Laura) without Dr. Paul being there as a witness. So, within a week or so after Laura's so called "apology" began making a few calls to contact Dr. Paul to arrange a meeting with Laura, so the three of us could come to Some degree of understanding. Sincerely looked forward to the positive results that meetings like this can produce.Sadly, I couldn't reach Dr. Paul. I wanted Dr. Paul to set the meeting up with her, so that I wouldn't have to talk to her (until we had the meeting). Since couldn't get a response, I tried calling Laura directly (at Baker Chiropractic). I wasn't able to reach her either. If I had reached her, I would have made it clear to her that Dr. Paul would definitely join us. However, since couldn't contact either Laura or Dr. Paul there was no meeting organized and therefore no appointment made.At this point in the Baker Chiropractic response, the office manager finishes up with some comments that I'll respond to. She states that during one of my calls to arrange a meeting with Dr. Paul and Laura that, He (me) needed to "cancel his appointment with the employee" (Laura). As I made clear above, I had not made an appointment yet with Laura, So I couldn't "cancel" an appointment that I had not yet made. The office mgr. also states that I said "she (Laura) has agreed to meet with me to problem Solve." And of course we know this to be true. Earlier I stated that during her "apology" to me she stated not once, but twice that we should have a "talk." She clearly meant to meet and attempt to "problem solve." However, since her "apology" was made in the middle of a busy chiropractic open adjustment area (poor venue for an apology!) we couldn't create an appointment time. I repeat, we didn't make an appointment time and place.The office mgr. stated that, "when we spoke with the employee (Laura), she had not agreed to meet with him (me), nor did she have an appointment to do so." Did Laura forget that she had suggested not once, but twice that we should meet and talk? Did she forget this in just a few weeks? This is the very issue that she ridiculed me about. I've made it clear several times that we didn't have an appointment. And it should be clear now that that is the reason that I placed a few calls to make an appointment.In one of the calls, the office mgr. goes on a bit after I mentioned that Tuesdays are a good day for me regarding meetings. She objected to the fact that that was a day off for Lauraand not appropriate to meet. As long as Dr. Paul was with me as a witness (monitoring Laura's flip flopping during the meeting), I didn't care what day we met or whether we met at a coffee shop or in a private room at Baker Chiropractic.The last course of lines from the Baker Chiropractic response to my complaint read "after numerous calls from the patient, we contacted the [redacted] ([redacted]) and spoke to the director for his advice. We were advised to terminate the doctor/patient relationship in a written letter..."What happened here was fairly simple. I always enjoyed going to Baker Chiropractic. The staff were always friendly and caring and Dr. Paul's adjustments took my pain away. One day one of the employees (her name is Laura) shocked me by making a belligerent insulting age related (I am ** years of age) remark to me. I reported this to Dr. Paul. Shortly after, Laura approached me in an open adjustment area, near where Dr. Paul was giving an adjustment, and pretended to apologize. It was insincere and dishonest. However, at one point she said that we should talk. She seemed sincere about it, and she said it twice.So I took her up on her offer. I had never offended Laura or had any friction of any kind with her or anyone else on the Baker staff. I liked everyone on the staff. frequently complimented the staff for being warm and caring towards the patients, with the focus on relieving their pain. I paid for my services with each visit. I referred numerous patients to Baker Chiropractic due to the friendly pain relieving services I  received.In view of the above mentioned respect and care exhibited for the Baker Chiropractic staff, one point became clear. When I rejected Laura's "apology" performance, Baker Chiropractic should have sat down with me to listen to my concerns right away. This is so simple! I came to them as a patient for years. They should have given me a full hearing, with Dr. Paul and Laura present. So simple! We may have been able to walk away from this issue with one meeting.Baker Chiropractic knew full well that Laura had seriously insulted me. I spoke to Dr. Paul about it first. He told me that he would "get to the bottom of it." I took that to mean that he would give me the professional respect and courtesy to get back with me and take the time to sit down and talk to me. He could tell that I was upset when I reported the incident to him.He didn't give me the courtesy to return my calls! My first calls were to report that her "apology" was coy, insincere and phony. Immediately they turned away from me. They wouldn't accept the truth of what I was saying. In one phone conversation Gail said that Laura was "not coy". How would she know, she was not there! They were hoping that I would accept the "apology'” and go away. Since I was the victim of a nasty insult and the perpetrator was phony with her "apology", I couldn't accept it. Since I was the victim (and I was also the patient)paying (!) for this abusive treatment, by an employee, I made the effort to organize a professional meeting with Dr. Paul and Laura, So that we could uncover what Laura's motive was. Baker Chiropractic's reaction was to shield Laura and her behavior, making certain that her job was intact, and then going so far as to sever (!) the doctor patient relationship between myself and Baker Chiropractic. Baker Chiropractic decided early on to dismiss me and the professional effort I was making to get down to the bottom of her ugly offensive behavior.Thanks to the Revdex.com, those among the public who read this report and my initial complaint report, can decide if this is the kind of chiropractic atmosphere that they wanted to be treated in.[redacted]

On 4/8/16, patient expressed concerns that our employee had spoken to him in an appropriate manner.  He provided the details of the conversation.  This was done in an open adjustment area and 2 of our employees were in the area when the alleged comment was made..  This was addressed...

with the employee and other employees were asked if they heard her comment.  Nothing derogatory was heard by others, but when we spoke to the employee, she was more than willing to apologize for any misunderstanding.  She did this on April 11, 2016 in an open adjusment area where the Doctor was present.On 4/25/16, the patient again called stating that her apology as not satisfactory.  He called again on 4/27/16 and asked to speak to the employee directly.   The Office Manager spoke with himAt that point, he said he needed to "cancel his appointment with the employee" because he had been running errands all morning, and he didn't have enough money for gas.  When asked if the appointment was related to the incident reported two weeks ago, he said "yes.  she has agreed to meet with me to problem solve".  He was adamant about rescheduling the meeting and said that Tuesdays are best for him.  I told him that would not work because she was off on Tuesdays to which he replied, "PERFECT!  We will set something up for Tuesday so we have more time" and expressed a desire to meet with her outside of our office setting.  It was explained to him that it was not appropriate to meet off site, privately.  He asked to have the employee give him a call directly.  When we spoke with the employee, she had not agreed to meet with him, nor did she have an appointment to do so.After numerous calls from the patient, we contacted the OSCA and spoke to the director for his advice.  We were advised to terminate the Doctor/Patient relationship in a written letter, offering to treat the patient for 30 days and assist him in finding another chiropractor who would meet his needs.