Pivot PT - Washington, DC (U Street NW)

I have been coming to Pivot since 2017, but the administrative systems are so ludicrously bad I have to switch to another PT company. I went to the Dupont location for years. That location shut, and the only location that had appointments available for dry needling was Rosslyn. There were no dry needling appts for weeks and I was in intense pain by the time I was seen, only to be told upon driving out to VA that since I was a "new patient" I couldn't get dry needling on my first appointment, I could only get a consultation. Even though I was NOT a new patient, their locations aren't able to share patient health records, and they do not have a centralized scheduling system. I had to get a second, exhaustive consultation where they told me exactly the same thing as my first consultation, and I had to schedule another appointment for care- of course there was nothing available for a few weeks. I called a few months ago for an appointment, but the very rude customer service representative, whom I waited 12 min on hold to speak with, told me they had zero record that I had ever been a Pivot patient. There was no way to contact a location directly. I tried to make an appointment just now and the systems seem even worse. I was able to login to Pivot's billing system, but their new website (they merged with Athletico) wouldn’t let me login, reset my password or create a new account. I tried calling and after being on hold for ages, I was told that each Pivot location has a different scheduling system and it's not possible to search all DC and VA locations to find a dry needling appointment. The rep I spoke with had to check 10 locations manually. She finally found a dry needling appointment for next week. I asked if I could actually get dry needling at the appointment, or if I would be forced to do a third consultation. Yes indeed I have to do a third consultation, as well as fill out all my medical forms and health history again. The phone rep called some locations to ask if I could bypass the repetitive consultations but they said no. Then she told me "I'm just a call center representative." They don't even have their own staff to answer inquiries??? NOPE!

The physical therapists here are great. I love Nicki. She’s been very supportive and helpful through this journey. All the other PT’s seem really sweet as well. I would give the PT’s themselves 5 stars. On the other hand, the receptionists are incredibly rude. No one told me that my PT was still out. I showed up and they looked at me like *I* was stupid for not knowing. The one I was talking to didn’t even reply when I told her who I was there for. Many people in PT are chronically ill and it can take a lot of energy to make it to appointments. I don’t want to expend even more energy to talk to rude receptionists or be told that a rode the bus (something very painful for me) all the way there for nothing. This is not my first bad experience with the receptionists. They are usually like that.

I have been working with Satchel on recovery from ACL and Meniscus surgery for a couple of weeks. Everyone at the U st location has been awesome with everything I need. They have been very communicative, have clean facilities, and are driven to reach goals in rehab.

I had a hip replacement and Satchal was amazing. Now 8 weeks later I feel almost like normal. Working out and going to the gym. He gave great instruction and guidance. He knows his stuff!

I had a great experience with Paul and the whole team at Pivot (on U St)! Paul is very knowledgeable and encouraging. I went there for rehab after joint replacement surgery, and Paul put me right at ease about some complications I experienced. He was more helpful and reassuring than the medical personnel at the hospital, and he got me on track quickly for a full recovery. I’ll definitely be going back after the next replacement!

I was in this Pivot location seeing Sheena 2x a week for nearly four months in 2021 and I had a great experience. The treatment made a significant difference and Sheena was terrific but all of the staff are delightful friendly folks and I found myself joking around with nearly everyone who worked there as well. Scheduling was always a breeze, usually handled directly with Sheena for a few weeks at a time. The office staff was always helpful handling payments and any other scheduling needs. I have a feeling that I may be back here after some surgery and I'd definitely come back to the same place. It was great to not have to go all the way downtown and find a place closer to home.

I had never needed physical therapy before so I didn’t really know what to expect, but Micah’s professionalism and knowledge quickly put me at ease. He always explained everything he was doing and why, and checked in often about my goals so I could get back to running and yoga as soon as possible. At my first appointment I couldn’t walk a block without pain, and two months later I’m almost entirely back to normal thanks to Micah! If you need help coming back from an injury, I’d strongly recommend Micah with Pivot PT.

I had a great experience with this location. The scheduling staff and front desk staff were very helpful and friendly, Brianna and Noveen. I first interacted with Noveen when I first started coming here and then I mostly dealt with Brianna. They were both really friendly and helpful and they made my experience here super welcoming and inviting. My PT was Micah, he was great to work with. He walked me through the exercises and was great at encouraging me to work harder. He had positive energy and his feedback was reassuring. It was great coming to see Brianna and Micah for my appointments, I really enjoyed the environment there and the banter, really made the experience feel familiar and enjoyable