Complaints

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  GOOD ***, WE WERE PATIENTS AT THIS PRACTICE FOR ALMOST 2 YEARS AND NEVER HAD AN ISSUE. MY SON HAD AN APPOINTMENT SCHEDULED ON 10/10/2022 AND UP UNTIL THIS APPOINTMENT THEY HAVE NOT REQUIRED MY SONS ATTENDANCE ONLY DISCUSSIONS WITH ME HIS MOTHER. AT ****S HE WAS THERE BUT 99% OF THE **** IT WAS DISCUSSIONS WITH ME ONLY.ON THE APPOINTMENT 10/10/2022, I LOGGED ONTO THE TELEHEALTH APPOINTMENT AS USUAL AND THE DOCTOR ASKED ME WHERE MY SON WAS AND I PROCEEEDED TO EXPLAIN THAT NO COMMUNICATION WAS GIVEN TO ME BY THE ***** OFFICE AT ALL THAT HE NEEDED TO ATTEND. SO THEN THE DOCTOR SAID TO RESCHEDULE WHEN I COULD BRING HIM. THIS WAS OUT OF THE BLUE, SO I TURNED AROUND AND CALLED THE ***** OFFICE TO DISCUSS MY FRUSTRATIONS WITH THE LACK OF COMMUNICATION. KNOWING THAT IF HE WAS NEEDED TO BE IN ATTENDANCE HE WOULD HAVE BEEN THERE. WHEN SPEAKING TO THE OFFICE MANAGER REGARDING THE APPOINTMENT, SHE THEN PROCEEDED TO HANG UP ON ME AND DISCONTINUED MY SONS SERVICES AS A PATIENT DUE TO ME CALLING THEM OUT ON THE MISTAKE.IT WASNT UNTIL THE **** CAME IN THE MAIL THAT THERE WAS A "NO SHOW" FEE ON THE ****. I THEN CALLED AND THE BUSINESS BLOCKED MY NUMBER SO I WAS UNABLE TO DISCUSS. I SENT EMAILS REGARDING THE STATEMENTS AS WELL WITH NO RESPONSES.WE SHOULD NOT HAVE TO PAY FOR A "NO SHOW" WHEN WE ATTENDED THE APPOINTMENT BUT AGAIN DUE TO NO COMMUNICATION FROM THE OFFICE THEY TACKED THAT ONTO THE ****. THAT CHARGE SHOULD NOT BE THERE AND SINCE THEY MAKE IT IMPOSSIBLE TO DISCUSS ANYTHING I HAVE RESORTED TO THIS. I WILL NOT PAY FOR SOMETHING THAT I ACTUALLY TOOK **** AND SHOWED UP TO. ITS THE BUSINESS'S FAULT THEY DIDNT COMMUNICATE PROPERLY AS I SAID TO THEM THE *** OF 10/10/2022.THANK YOU

  Business response

  07/13/2023

  Hello,

  Our office has worked very hard to accommodate the parent of this patient. The parent can not proceed with an appointment without the patient. This was explained several times. Therefore, it's a no show because we do not see the patient. The parent's phone number was blocked due to the aggressive tone expressed to the front office staff as well as the office manager. To remain in compliance with the law, we had to discharge the patient because we can not conduct appointments and send medication without the patient being present to perform a mental assessment. The bill is accurate and past due. 

  Customer response

  07/13/2023

   
  Complaint: 20275812
  
  I am rejecting this response because:
  
  I find it odd that his presence was not requested or even mentioned at MULTIPLE appointments throughout the course of his time as a patient there, but oddly is RANDOMLY requested. That doctor ****** asked for my sons attendance since she solely spoke with me. Frustration is the tone that was delivered to the office staff as well as the office manager. They blocked the number so they wouldnt have to address this because they know they are wrong. Communication shouldnt be an issue in a business considering we never had an issue again till I called them out on it. 
  

  I will pay the appointment fees but not a no show for lack of communication. 
  
  Sincerely,
  
  ***********************

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