Cruz Physical Therapy

"I had a surgery on my hand done about two months ago. Due to the location and the scar tissue forming on the incision sites, it has made my recovery a little more challenging. On my first visit, Margaret sat down with me, she listened to my concerns, she examined my still-healing incision sites, and after some discussion, she came up with a plan for me. She is truly a professional. Every visit she had helped me push through the pain and encouraged me to hold on because we will get there. All the ladies working in the office are caring and nice. Cathy at the front desk was so nice to help me set up everything during my initial visit. Margaret and Freddy are both certified PTs, there are also a couple of PT assistants and massage therapists in the office. I'm so glad I found Margaret to help me with my recovery. I hope I can have 100% function of my hand very soon. Thank you girls!"

"This place feels like a never-ending holiday. The atmosphere created by the professional and caring stuff is wonderful and great! Everyone who work at this office truly do a really good job! Highly recommend to anyone who is looking for a good and solid physical therapy practice in Far Rockaway, Rockaway and nearby neighborhoods. Above and beyond! "

"The receptionists are trained to be deceptive. 2020, in the middle of the Covid 19 pandemic against my better judgement I continued treatment for my lower back. The actual physical therapists are great. Due to Tanya the front desk receptionist bias behavior I chose to discontinue going to this place. I will not ever accept being spoken down to because I questioned her knowledge about my health insurance policies. This year of 2023 I came across a gentlemen that worked in the area of this office and he told me that receptionist was no longer with them due to maternity leave not for lack of customer service experience. Unfortunately in August 2023 I started having left shoulder issues, I said let me try going back now to this physical therapy office. Like I said their physical treatment works for me. Unfortunately the front end receptionists professionalism has not improved. On 11/8/2023 I was told by this new receptionist Sofia that it would be my last visit, because I had 18 visits already and because of my health Insurance I must take a break until the middle of December then come back, first to see their Dr. Cruz for a new referral and requested visits. I said I have my PCP that will give me a referral. Although I don't understand this break in treatment when physical therapy is for pain relief and mobility. Granted the treatment has relieved some pain but I do not have the left shoulder reach mobility. Therefore, today 11/09/2023 I called my health insurance to clarify this break in treatment when I'm still having discomfort. The representative said he has never heard of such a thing. Physical therapy supposed to request for more visits and the health insurance either grant's them or not. The health insurance asked for me to hold on the line while he calls the physical therapist office to explain this process. He returned on the phone and said he spoke to a Sofia, and she told him that I must have not understood what she had said and they had just finished treatments for my back and had submitted my shoulder referral yesterday. I said to the health insurance representative to please look in my records and tell me if there has been a request for my back. He said he already looked and there isn't any, only for my left shoulder. I asked the Insurance representative to please hold while I call this receptionist Sofia, because she is clearly delusional and is not being honest about anything at this point. I called Sofia and merged in the call with the insurance representative. I repeated what she told the insurance representative and she said Oh, Raquel I got you confused with another patient, but why did you have to call your insurance when Ms. Margaret who is her boss said if I'm feeling pain I can come back. At this point I'm lost for words. I said I can call my insurance if I need clarity about my care. Physical therapy is for pain relief and mobility!! I still have both, either I can continue or not??? At this point the insurance representative joins the call and explains once again to Sofia that they're supposed to submit more visit requestd and it's up to the insurance to approve or not with reasons. Sofia the receptionist then says to me " why are you calling me on my cell phone this is my private number and hangs up the phone. Please note that we were on a merge call with the health insurance representative. All of their calls are recorded. I never called her cell phone. I called the 718 # her cell is 929. I pressed redial on my phone and yes I had called the office number and this time a Kathleen answered I asked her if this was the office line and she said yes. I said why did Sofia say I called her phone and hung up me and my insurance representative. Kathleen said she didn't no why. I asked to speak to Sofia and Sofia told her to tell me she will call me back. At this point the insurance representative got disconnected and he calls me back. We try calling Sofia again on a merged call and she answers. I said for one you are being unprofessional and lying. I won't return to this place."