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  • In January I had an initial consultation with Dr. McKenna. He was great and diagnosed my issue in literally 10 seconds after which he scheduled me for a minor in-office procedure. He was busy the next few weeks with procedures and a golf tournament so we had to push the procedure out about a month. I was fine with this initial delay. After the initial delay, each of my subsequent appointments for the procedures were cancelled at the last minute. This was a major inconvenience since I had to work around these appointments only to have them cancelled with very little notice. So after two months of delays, I asked a practice staff member if there was another solution or any way they could guarantee that Dr. McKenna could keep his next appointment with me. I was told they could not guarantee that Dr. McKenna would keep any upcoming appointments but that they could schedule the procedure with another Valley ENT physician Dr. Richardson that week. All seemed well until I was told I would have to pay for another consultation fee of $45. Since I already had a consultation and the 10 second diagnosis and Dr. McKenna had charted the issue, this made zero sense. Especially because they were switching physicians due to their own scheduling issues. I was already inconvenienced numerous times and now they wanted to charge me extra!!! After some discussion I told the administrator (Angel I believe) that the only way I would come in was if they waived the consultation fee but that I'd be happy to pay for the procedure fee. At first she said no but she finally relented after I said I may as well just see a different ENT practice if I was going to be charged a consultation fee again. I was told to come in for the procedure and that I wouldn't have to pay the consultation. When I showed up for my scheduled procedure, the front desk person told me I owed a consultation fee. When I told her about my situation, she went and spoke to someone in the back and that because they had me scheduled with a different doctor, I would have to pay a consultation fee again even though we had already gone over the fact that I was told I wouldn't have to. To me the practice should have provided better service and not look to be charging me twice for a consultation due to their scheduling issues. It shouldn't take over two months of delayed and cancelled appointments to have a simple in-office procedure. It was clear to me the practice didn't care about providing good customer service. Instead of being able to charge me for a procedure at a higher billing rate, they were more interested in collecting their consultation fee on top of the procedure. Because of their actions they lost the procedure fee and any future business from me. Sorry Dr. Richardson but your office staff cost you money. Bottom line - DO NOT use Valley ENT. There are many other ENT groups that care more about their patients and provide better customer service.
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