Had an appointment with Physical Therapy side of this office -- appointment was for 8:30 am. I arrived on time and was told therapist would not be in until 9. They did try to contact me, but I did not receive their message. I showed up -- drove 30 minutes to get there, took time off work. When I arrived and they told me therapist was not there, they asked me to wait until 9. I distinctly explained to them when I made the appointment that I needed to see therapist at 8:30 they assured me she would be there. I don't believe appointment scheduler ever checked with physical therapist to make sure she could be there at 8:30, she just booked it. When I arrived and they told me therapist could not be there until 9 I explained that I could not wait until 9, because I had a work meeting at 10 and had a hour drive to get there, however, I would call to reschedule. NEVER did they explain that if I left I would be charged a no-show fee. Later they called to tell me they were charging me for a no-show. I was appalled -- I called back and explained that I did show up, their therapist did not. They would not budge and told me that because I left and did not wait on the therapist I was a no show and would be charged. We went round and round but they would not budge. I am very disappointed -- not with Dr. Cox or his therapist Cara -- I like them both, but with the office staff. They were willing to lose me as a patient over $40. I am the most upset because of the lack of customer service - whatever happened to pleasing your customer? And why is it that their time is considered more important than mine? I was the one inconvenienced I should be billing them. I am sorry to say I will not be returning to this practice. I advise any one who does use their services to make sure you are very, very clear when you make your appointment -- that you make sure they call you both on your cell, home and office and that you call them back to confirm time/date changes and get copies of all their policies. This is one case where the office staff is at fault. Wonder how many other patients have left this practice due to their lack of customer service.