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| - I've been going to this office for 9 months & have already had multiple issues. They told me at 1 appt I couldn't be seen unless I paid my balance even though they admitted I hadn't gotten a statement for it yet. Before my next appt I called 12 times over 2 days to pay my balance & my copay ahead of time since my husband also needed our FSA card during my appt. Every time I called I was sent to voicemail. On call #13 I told them I needed to actually talk to someone. I waited for 15 min. for someone who acted irritated that I had asked to speak to an actual person. She tried to rush me off the phone before I could explain to her that I was trying to pay my balance & my copay for my next appt. I don't know how many people they have in billing but I've only ever seen & talked to 1, that's not enough. Then today's appt. I scheduled this appt 3 months ago at 9:20. I even had a conversation with the girl about needing it around that time so I could drop my daughter off, make it to the appt, then make it back to my daughters school because I was volunteering there. When I showed up, the blasé front desk told me my appt was scheduled at 11:40. I told her that was wrong & that I scheduled it 3 months ago at 9:20, she went & talked to someone, came back & said they had an opening around 10:30, I told her that didn't work for me because I had to make it back to my daughters school. She told me that was all she could do. I asked to speak to the office manager, I was told to have a seat & waited a couple min. & another woman called me up to a side window, she identified herself as the office manager then told me the same thing as the front desk. At this point another woman walked by, stopped & told the other person that she would handle it. This 2nd woman then told me that she is the office manager. I've now spoken to 2 people who say they are the office manager. I explain to this 2nd 'office manager' that my appt was supposed to be at 9:20, I wouldn't have made it for 11:40 under any circumstances. She tells me that unless I have the card saying it's at 9:20 then she can't assume it was her staff who made the error. I told her I don't have the card but, like I said, I wouldn't have made an 11:40 appt. She says that I can come back for the 11:40 appt or wait there & if someone no shows their appt they would take me. I told her AGAIN that that won't work for me because I need to be at my daughters school by then, that is precisely why I made a 9:20 appt. We went round & round with this till I finally just walked out. After a few minutes I called them & sat on hold for close to 10 min. then asked to speak to the office manager, I sat on hold for a few more min. & was hung up on. I called them back, sat on hold again & when they finally answered, I told them that I had asked to speak to the office manager & was hung up on. She put me on hold again & then told me I wasn't hung up on, but was sent to voicemail. That was absolutely not the case. She said she was going to send me to voicemail again, I told her I didn't want a voicemail but to speak to the office manager. She said the office manager was not available, I told her that I was just there & talked to the office manager, she told me that the person I was talking to was actually the floor supervisor. I told her that I had spoken to 2 different women there who both told me they were the office manager & now she was telling me that neither of them were the actual office manager? She said she couldn't answer that but suddenly the office manager was available. The woman who got on the phone then was the 2nd woman who identified herself as the office manager when I was there. This woman does not show 1 ounce of customer service. She does nothing but argue with you that if you cant produce an appt card from then her staff did nothing wrong. She even tried to tell me that she had told me in the office that they would try to fit me in between the other scheduled appts, but that is a lie. I told this woman that I myself work in a specialty doctors office & if a patient comes in & says that their appt was supposed to be scheduled at a certain time we don't ask them for proof, we do whatever we can to get them in as close to that time as possible. She literally told me she didn't believe me. She said, 'If someone comes into your office at the wrong time, you never turn them away?' I said no, we give them customer service & try to make it right. I get injections for pain in my back, its been 3m since my last injection in my upper back and 5m for my lower back, they don't care. They don't care about your pain. They don't care if they made a mistake if you can't provide proof. They will argue with you, they will discredit you. I liked the provider that I was seeing, Ian Black. He's a little quirky but he's a good provider. If he ever goes to an office that actually shows customer service I will follow him there, but until then I will go somewhere else & I urge you to do the same.
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