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| - My wife and little boy went to Healing Hearts around 1:00pm on 4/13/2016 because my son had been throwing up, vomiting, and had a high fever (son is almost 2 years old). My wife was not received by a doctor, but by Sonia the Nurse Practitioner and she diagnosed my son with having an ear infection.
Sonia asked my wife which pharmacy she preferred, my wife told her the Walgreens on Alma School and Guadalupe. Before leaving, my wife asked for the prescription and the nurse said that they would call and order it in and to not worry about it, that they would get it taken care of.
Around 4:45pm that same day, my wife didn't hear anything from Walgreens so she called the pharmacy and they said that nothing had been ordered yet. My wife, knowing that Healing Hearts would close quickly, called them and they said that it had been ordered at the Walgreens on Dobson and Warner. My wife told them No and that it needed to be ordered at Alma School and Walgreens.
Later that evening, we went to Walgreens and we were told that they didn't have any record that the prescription had been ordered. Worried, we went to the other Walgreens on Dobson and Warner and they said the same thing. Thinking there may have been a mistake in the pharmacy company, we even went to CVS but none of their locations showed anything was ordered. After driving around for an hour and a half, I began to realize that Healing Hearts never ordered the prescription. HEALING HEARTS NOT ONLY DIDN'T ORDER THE PERSCRIPTION, THEY LIED ABOUT ORDERING IT.
To put it simply--my son had a nasty fever all night, the vomitings continued, and he slept that night roughly an hour.
The following morning, 4/14/2016, I called Healing Hearts to speak with a manager or doctor so that I could file a complaint. I spoke with Tatiana who told me that Sonia wouldn't be in until 9:30am, and that the office manager Vick and the doctor had a meeting and she would have them call me back. I asked who is responsible for ordering prescriptions and she told me it would be the doctor/nurse that attended us--in this case Sonia I called the other location in Gilbert to inquire about where I could file a complaint and said that all complaints needed to go through the Chandler office administrator Vick. I was transferred to his voicemail.
Vick called me back, and then in a defensive tone he proceeded to tell me that he shows that it was ordered electronically and that they would order it again to make sure it went through. Who am I to hold responsible, Walgreens or Healing Hearts? There comes a certain point where you have to take responsible for your errors and mistakes, don't blame the technology when your offices customer service is reprehensible.
To say the least, my family will NEVER go back after experiencing what happened with Healing Hearts and Sonia. I would not be surprised if this problem is just tip of the iceberg for the real issues happening there.
Yours Truly,
A Dissatisfied Arizona Parent.
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