Complaints

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was seen by this business on May 21, 2024 for a psych eval. I paid $538.28 for this evaluation to be conducted by ***********************. I have now learned that my responsibility for this service was actually $463.28. ***** told me on this day that I would have results in 4-6 weeks.That day was July 3, 2024. I called and was met with hostility and told that it would be another 7-10 business days before I would receive my results. I had to move my primary physician's appointment and luckily, they squeezed me in on the 12th, but they did not have them by then either. It is now July 15, and I still do not have my results. I called today and ******* told me that this business conducts 30+ of these evaluations each week and they are just too busy to be on time. She spoke over me and just wanted to go on and on with excuses as to why I have not received my results. In the end, she said it would be another 5-7 days and there is nothing they can do about it. No compassion. No understanding. No financial recourse either, except an email address to the person that does their billing. They are only worried about making money at this point, not their patients. At least 4 weeks out to get an appointment and at least another 8 weeks of waiting with no communication, two primary physician appointments wasted, plus almost $700 spent for nothing. Not even an inkling of compassion.

  Business response

  07/23/2024

  To Whom it May ***************************************** was seen by our office on 05/21/2024; an appointment that had been scheduled less than three weeks prior. ************** is typically booked out 4-5 months for evaluations (due to his reputation in the area and the fact that he is one of the only providers who completes testing AND accepts insurance for it). ******************** must have been scheduled in a recent cancellation spot to be able to get an appointment so quickly. ******************** arrived late to her scheduled appointment. 

  Services were rendered and billed according to her insurance plan and patient responsibility. 

  Clients are told that reports typically take 4-6 weeks to complete; however, there are times where our testing team and editors are backlogged and it takes a couple extra weeks to finalize. ******************** called our office on July 3rd, which was exactly 6 weeks from the time of her appointment, inquiring as to the status of her report. She was informed that we were running a bit behind on reports and that we could not give a definitive date for completion, but that it should only be another 7-10 business days. 

  ******************** continued to harrass our front office staff. Our staff were never rude or dismissive of her requests. Our office coordinator actually went above and beyond to try and pacify ******************** by providing her a certified letter from our office regarding her pending results that she could use at her upcoming appointments in lieu of the completed report. 

  ******************** then proceeded to leave a nasty review on our business profile and subsequently submit this complaint with the BBB without giving us the opportunity to hear her grievances and rectify the situation, as she did not email our Practice Coordinator until AFTER submitting these harassing and inaccurate reviews/complaints. As soon as her email was received, she was immediately called and assured that we were working hard to get her report completed as quickly as possible, along with the reports of all of our other clients. I spoke with the report editor to inquire as to the status of her report and it was actually scheduled to be completed that very day. I personally delivered her the report results and again apologized for the two week delay, but asked for her understanding and patience, but she was insistent that our office had somehow scammed her out of her money and fabricated services. 

  ******************** was provided services, billed accordingly, not overcharged, and provided the results. She did not allow us the opportunity to resolve any issues or grievances prior to slandering our name publicly and professionally. We understand that a delay in reports is frustrating for our clients, but it is not done maliciously or neglectfully and often out of control of the front staff who ******************** harassed and belittled. ******************** is entitled to her feelings and perspective on her experience with Discovery, but it is not at all based on facts or the reality of the situation. Discovery has done everything we possibly can on our end to pacify and appease ************************ distress. We value our clients' experience and welcome feedback along with the opportunity to potentially make improvements and advancements in our processes to better serve our clients. We regret that ******************** was not able to have the experience with Discovery that we strive for. 

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩