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| - The HORRIBLE customer service here is enough to make me go elsewhere.
I have been a patient of Dr. Pardae's for years... always had a pleasant experience there (the office has ALWAYS been outdated and hard to find, but it was close to my old address so it wasn't that big of a deal). I needed an update on my medication & needed the latest appt they had (5pm), so I made an appt TWO MONTHS IN ADVANCE as this was the soonest they had available. I get an appointment reminder text message saying that my appointment is at 4:10 on Monday (yesterday)... I called the office and explained how this wasn't correct as I had to wait over 2 months to get a 5pm appointment and that I couldn't make a 4:10 appointment. The lady said that my doctor is RETIRING (what?!) the Friday before my Monday appointment, and that the new doctor doesn't do 5pm appointments. She told me that the front office was supposed to call everyone & let them know, but that for some reason, I wasn't called. She (I believe her name is Janna? Shanna?) assured me that she would call me back with a resolution & she left me a voicemail Friday (which I still have) to inform me that she was switching me to Dr. Chen's schedule because she has 5pm appointments & that everything was worked out. Phew! I was worried since I had waited so long for this appointment & frankly, they dropped the ball by never calling me in the first place!
Fast forward to Friday, I get a call from the front office saying Dr. Chen doesn't do late appointments and they need me to come in at 3:20... what?!?! NO! I called them back yet AGAIN to inform them that this was already figured out, that I was advised that Janna TALKED TO DR. CHEN AND OK'D THIS APPOINTMENT... I also told the front desk that I can't just be called day of to say I have to be there an hour and a half earlier! Front office staff told me that they had talked to Dr. Chen & she told them she doesn't do late appointments... I said I wanted to speak to Janna again... the front desk lady "transferred me" & it disconnected. I called her back to tell her that she had hung up on me & she transferred me to a voicemail. I don't need a voicemail, I need you all to figure out what in the world is going on since I had to request time off of work to even make the 5pm appointment! I called the front office back SIX TIMES.... SIX TIMES and every time I got the voicemail. I left TWO voicemails... requesting a manager to call me back & quite frankly at this point I was pissed because I had waited so long for this appointment, only to have them screw it up yet again.
As of today, the only person who has called me back is Janna, and she left me a voicemail apologizing that she has no idea what is going on with the front office staff. Needless to say, I did not receive an appointment yesterday. I got a text message on Monday (day of my appointment) at 2pm saying, "confirming your appointment at 4:50" (yet still not a call back from anyone at the Chandler office) & I called TWICE to tell them I could not make a 4:50! It had to be 5! Nobody answered. Nobody has called me back. Sad part is that it's clear Dr. Chen is loved by her patients, too bad her front office staff (and her back and forth with them apparently) is the reason why they have lost yet another patient.
Now I get to search for another dermatologist after waiting TWO MONTHS for an appointment I never got! They clearly don't care if they screw up appointments, nor do they care if you have an issue as I have yet to be called back by management or anyone from the Chandler location. They just let my appointment go to the wayside instead of even calling to see if they could reschedule. Absolutely RIDICULOUS!
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