Complaints

• Initial Complaint

  09/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Appointment at Wake Spine & Pain for 4:40 pm 9/28/22. I mistakenly go to the Wake Med building beside Wake Spine & Pain building. I called the office to let them know that I was next door and was on my way and intended to tell them that I was going to be close to the minute of the appointment. While on the phone with an employee, I walk in and catch the elevator. I get to the building at 4:38pm, still on the phone with her and take elevator to third floor and get there 2-3 minutes later. Once I get there, I took a picture of their clock on the wall and told my husband to look at it, how I made it 4:40 on the dot. I wait in line 1-2 minutes for the person ahead of me. Lady at desk looked me up and someone had marked me as a no show. I asked about grace period of 15 min, 10 min, not even 5 minutes. They told me that everyone else gets a grace period except the last appointment of the day. No one ever told me that until this afternoon after I arrived. I asked to see the policy and there isn’t one, just their office policy she said. I do not think there is such a policy and feel discriminated against. I think they excused it as a policy but really wanted to go home early and not provide medical care to someone ( with injury/disability). They refused to see me. I demanded to be seen. Then she proceeded to tell me that the dr was gone for the day. I really needed that appointment (obviously I have a health care need). So I sit in the waiting room. At 5:00 pm, they tell me to leave and I refused. She called the police and we waited 45 minutes for them to come. They understand the principle of it but ultimately informed me of possible trespassing citation. I ask them for their names and both lady’s refused to tell me their names. They never once asked if it was an emergency or how could they help me. Hopefully I will be okay until I find another spine specialist. I am a teacher, so making appointments are hard, so this appointment was important.

  Business response

  09/30/2022

  We regret that you had a negative experience at our office and appreciate your feedback.  Someone from our management team will be reaching out to you promptly to resolve your concerns.

• Initial Complaint

  08/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  10.20am appt (seen at 10.45am) with a nurse practitioner who was NOT qualified to even be helping me! She didn’t know where the occipital nerve was located. She said it was in the spine?! Was treated like a “drug seeker” that has tried all the pain meds and none worked?! She listed 4 pain meds. I’m allergic to red dye and the sealant to Fentanyl. So no it’s not that it didn’t work, I was allergic! I specifically asked to speak to the original doc ***** ******* in the ************ ofc. Today. Was told he “wasn’t there” (He has to oversee a nurse practitioner) My insurance was erroneously cancelled and I called back to have them refund the $100 deposit since I have have a zero deductible. They said they would send it when the ins pays. If I have a ZERO deductible that means I pay a co-pay of zero! Rude as hang. Said I refused to sign a medical release of records to my current pain doc. I didn’t sign it because I HAND-DELIVERED all of my medical records. They’re refusing to re-bill my ins. I just want the $100 back. And hopefully speedily since we burned a whole tank of gas costing $70! Poor customer service. No call-back on a Trigeminal nerve block. She said “there’s nothing we can do for you” I also had a break in my spine in the Thoracic area that only shows on a PET SCAN. Princy Paul at the ************ ofc. Did say my lungs look clear. I wasn’t there for my lungs. I was there for Spine and Pain. We drove 2.5 hours to get there. Not good when ur battling kidney stones and a sharp stabbing pain in my back and the Trigeminal nerve. I have Trigeminal neuralgia and was told “non-opiate” nerve stimulator in my back was my ONLY option. Trigeminal neuralgia is nicknamed “The suicidal disease” but nothing was addressed about THAT pain! I requested a doc to come in. I couldn’t even get that. What exactly was the $100 charge! Is no doc included with this just an NP!!

  Business response

  08/25/2022

  Due to HIPAA regulations, we are not able to publicly respond to this complaint, however we will reach out to Ms. ************* directly to resolve any concerns she may have had about her care.

*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. ↩