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| - This is the second time I've visited with Dr. Aspacio. I actually found him to be friendly and caring on both visits.
Unfortunately, the rest was horrible. Upon arrival for my first visit I asked the gentleman upfront to please make sure that my insurance would cover everything being done on this visit. I said, "I'd rather pay cash if it was not clear." He assured me we were all good and that he would make sure just in case.
Well, I had two moles removed and the Dr. was very concerned that they were cancerous. Right, like UH OH. He said he'd send the moles in for screening and they would get back to me. This was at the end of the week and they would call me around Wednesday. OK so I've had tests like these that made me nervous waiting a couple of days (thank God they all came back good) Anyway, I'm a little nervous over the weekend. Wondering what I do if I had cancer, etc. Google searches and such made me feel alright if it was in fact cancer. Long story short, Wednesday came and NO CALL. Uh, hello, am I dying??? So I let it go til Thursday, no call. Friday, no call. Somehow I had some activity that weekend and it allowed me to sleep OK. Well finally on Monday I called and said, "can you let me know what my results were?????" Thinking it was bad news cause they took extra time I was shaking. The nice lady on the phone said, "they never called you?" Uh, whaaaat? "You're fine no cancer." WHEW...You can't let people worry like that. Forgetting to call a guy who is waiting on cancer test is NO BUENO.
But wait, it gets worse! Low and behold I get a bill in the mail. I only check my mail once or twice a week as all my bills are on auto-pay. Everything else is junk mail. Thankfully I got this one. Anyway, I called and just paid it. I figured the extra procedures made it more money.
So six months later I go in for a regular check-up. I specificall ask the SAME gentleman at the front desk to make sure this was covered by my insurance as I DO NOT want any bills sent and me miss them. I'd rather pay cash. Everyone has been in a situation where you get some bill you thought insuranced covered and it the doctor sends it to collections. He understood my concerns, apologized for last time and AGAIN assured me that just the office visit would be covered with my copay. No problem. They ask me to see their PA instead of the Doctor. I was like,"NO, I want to see the Doctor. He saw me before and I'd like to stay under his care." Ok, no problem.
Everything is good, no concerns I schedule to see him in 6 months.
Today, I get a BILL for $12.26!!!!!!!! I immediately call and ask to speak to someone. I get transferred to a billing voicemail. I hit zero. A nice lady answers and then transfers me to the worst customer service person I've ever encountered.
His name is FRANK. He said he doesn't give out his last name. I told him exactly what happened and that I was ASSURED by the gentleman up front that this would not happen. To be clear, the 12.26 is not the issue. It is the principle of it all. I could have had my credit marked up over such a small amount of money.
This guy could have cared less. He told me there are signs all over the place and offered to read me the sign over the phone. Really Frank? Good attempt at trying to belittle a good customer. I told him his representative EXPLICITLY ASSURED me DESPITE the signs posted at their reception. Frank, maybe that's why I made sure to ask him this!!!! He said his person should have never done this. I said he did it twice. And Frank asked me for my credit card number!!! I said that is awesome customer service. He said I am on the phone taking this call from an angry customer, that is customer service. "what else would you like me to do," Frank says. I said he should honor the words and representations of his employee. He said he's not authorized to do that and again asked for my credit card. "and then I'll transfer you to a manager." Whaaaaaaaaaat? Frank isn't the manager? Why I am talking to him? What's his position?
I paid the $12.26 and Dr. Aspacio will lose me as a patient. Additionally, I own two medical clinics that refers him patients all the time. This will NEVER happen again. It is a shame that a decent Doctor surrounds himself with people that cause him to lose patients. The new world of medicine is coming Dr. Aspacio and with people like Frank working for you those with the ability to choose who they see will NO LONGER be seeing you.
Bottom line, I believe he is a good doctor who surrounds himself with HORRIBLE service staff. I will no longer be coming back and will let everyone I know how RUDE Frank was and that there is a high probability your co-pay would NOT cover the visit.
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