Complaints

• Initial Complaint

  05/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I would like to express my dissatisfaction with my recent experience at your Redondo Beach office. Firstly, the office environment appeared unclean and difficult to locate. Secondly, despite having an appointment scheduled for 11am, I received no confirmation prior to the appointment. I was informed of its cancellation just 50 minutes beforehand, after having already taken time off work. Despite expressing my inconvenience, I was offered a rescheduled appointment at 4pm, which I accepted.Upon arrival for the rescheduled appointment, I was charged for the consultation and experienced a one-hour delay. Subsequently, I received a brief consultation with the doctor, during which I was informed of the need for orthotics and scans, with further delays anticipated. Concerned about additional charges for rescheduling, I sought clarification from the assistant regarding the $40 co-pay, who assured me it would be applied to the next appointment.Unfortunately, the lack of appointment reminders or confirmations led to a misunderstanding regarding my subsequent appointment time. Despite arriving for my 10:30am appointment, I was informed it was scheduled for 10am, without any prior communication regarding the discrepancy. Despite my request for accommodation due to the inconvenience, I was denied.These repeated scheduling issues, coupled with the lack of communication and professionalism exhibited by the receptionist, have left me deeply dissatisfied. I urge for better consideration of patients' time and a higher standard of service to be upheld at your facility.

  Business response

  05/26/2024

  At Redondo Beach Podiatry we strive to provide every patient with excellent evaluation and treatment of all foot and ankle problems.  Unfortunately, in this situation, we fell short and I will be refunding this patient's copayment as requested and not charging her insurance for her visit.  I apologize for having to cancel her initial appointment suddenly but I had to cancel all patients that morning due to a family emergency.  She was seen later the same day but experienced a wait due to my office trying to accommodate some of the morning patients in the afternoon.  She was appointed to return for a future visit for scanning for her custom foot orthotics and for that appointment was late and was asked to reschedule.  The domino effect of events is highly unusual and for that we are deeply sorry.  We have taken steps to amend our policy in handling these types of situations in the future.  

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