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| - This is going to be kind of long, but I absolutely do not want anyone else to deal with the crap this office has put me through.
First of all, Dr. Kahane is curt with a bedside manner that leaves a lot to be desired. He's professional, though, and I was always out of his office within ten minutes of entering, even if I did have to wait fifteen to twenty minutes for my appointments. So the wait time and the actual appointment time usually equaled something like a half hour.
And while Dr. Kahane may be curt, the office staff is downright rude. As another reviewer said, if they pick up the phone, they usually put you on hold. In my experience, they just don't answer for the most part.
When I was a patient there (two years ago), I never missed or rescheduled an appointment, and I always paid the office fees. There was one occasion when I first started going that the office had a mix up with my insurance, and I walked in to find out I owed something like eighty dollars from a previous visit or two. They didn't call me or anything to let me know, but rather, they sprang it on me when I arrived.
I work in place where if you have a past due payment, we call the day after it was due, and make multiple calls and leave messages so that you are aware you need to make a payment. We don't just wait until you arrive to hit you with it, because that's unprofessional.
So I was a patient there for a while, and then I moved away. I had all of my mail forwarded, and I kept my same phone number. That said, after two years, I got a call from a collection agency stating that I had an overdue payment from Scottsdale Psych. They verified that the address the office had on file was my previous address that everything was forwarded from. I called the office immediately, and it went to voicemail, so I left a message.
I waited a few days to hear back, and then called them again. Voicemail. Again. After another week or so, I called them for a third time, and spoke to Julie, I believe, who immediately put me on hold, and then switched me over to billing without even trying to answer my questions or sort out the issue. I left a message for Jennifer, and asked her to please call me back at her earliest convenience, because I have zero idea what they're trying to make me pay for.
Another week goes by, and finally Jennifer calls me out of the blue. She doesn't even start off polite--she's immediately rude, and told me that they called me in November of 2014 (when I was still an active patient) to ask for an updated billing address. She then told me they had been sending me monthly letters until May of 2017, which is when it went to collections. I asked what I was being charged for, and she gave me an indirect answer about office fees--which mind you, I paid at the end of every visit! I asked if there was any record of this, or of the letters they claim to have sent, and she shuts me down. Jennifer told me they send out bills monthly, and I should have gotten them.
Really? So USPS somehow missed every single letter they tried to send when they forwarded my mail from that old address? I got everything else in the mail, mind you. Somehow, some way, USPS just apparently forgot to forward my mail from Scottsdale Psych for an entire year. I'd be more willing to bet Scottsdale Psych only sent one or two and then stopped, or they didn't send anything at all, if their claim is valid. It's more likely a clerical error on their part.
Now that said, I asked why they didn't call, as they had my phone number on file, and she told me that they "don't always call." What does that even mean? Why wouldn't they call? They're a business, so why wouldn't they try to call and collect overdue payments?
I asked if I could at least just handle it through them, and eliminate the collection agency from the picture so it doesn't hurt my credit, and she said they "don't do that." She said she'll send me my record, though, and that's something, at least.
So long story short, I have no idea what I'm being charged for, and they never even tried to contact me about it. They were rude and difficult to deal with, and I'm livid with how poorly they handled this. From a customer service standpoint, this is abominable, and I would rather eat broken glass than deal with this office again.
Update:
I waited like, two months for them to send me my records, and they never arrived. I called them again (three times) and they never returned my messages. The fourth time, they picked up and hung up. Finally, when I was able to get a hold of someone, they said I needed to send them a form to get my records, and that they would have to go into some storage unit to find them, so it might be a few months.
Really?
Well, that form was sent in January, and I haven't heard back since (it's almost April, by the way) via email, phone, or mail. Apparently they just don't give a damn, and I don't think I'll ever see my records or receive any sort of invoice about this charge.
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