Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/08/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 10/31 I had an appointment with Dr. ******************** On 10/31 Dr. ******************** changed my rx On 11/02 I contact my pharmacist -The Rx needs additional info -The pharmacy FAXED the documents to AK Neuro The Rx will NOT be filled until that paperwork filled out, signed, and returned On 11/08 I contact my pharmacist.-THE PAPERWORK HAS NOT BEEN RETURNED On 11/08 I contact AK Neuro.I speak to ****** ****** puts me on a 15 min hold ****** returns to state "the office manager is out"Alyssa after repeatedly asking her name, hangs up on **** attempted to reach ANY **** at AK Neuro I pressed every menu option and SURPRISE! NO ONE ANSWERED THE ***** (this is not surprising as it takes ~20 repeated phone calls to reach a real live human)On 11/08 I attempted to reach AK Neuro utilizing the online "contact us" option.I have sent a request email to every available contact requesting a call to file a formal compliant (internal)I have now filed this formal complaint in an attempt to get AK Neuro to behave as a professional business should (e.g. answer the phone, reply to faxes, respond to emails, return voicemail messages, AD NAUSEAM!!!!!)
Business response
01/23/2023
Better Business Bureau January 23, 2023
BBB Complaint ID: ********
On 11/8/2022, I received messages from the receptionist,medical records department, sleep department, billing department, medical assistant department, and scheduling department that this patient had left several messages about a prescription that was prescribed on 10/31/2022. The prescription had to have a prior authorization through the *********************** for the patient to be approved for the prescription. Our clinic policy for a standard prescription that does not need an authorization can take up to 72 hours. When a prior authorization is required, we must gather medical history information and fill out additional paperwork. This takes much more time to complete.
On 11/8/2022, I returned the patients call as she had requested. She stated she wanted to file a formal complaint against the company. I tried to explain to her the procedure for completing a prior authorization. She accused me of lying and stated that I was not the practice manager. I explained to her that I had no reason to lie. She stated that none of the employees know how to do their jobs. She stated that we are all incompetent. I explained to her that her paperwork had been sent to the *********************** and she would need to follow up with them as our practice has completed all information needed for her prescription to be filled. She stated the only reason it was complete is because she has been calling all morning.
Due to lack of patient trust in our practice, the patients disrespect to the staff, and unrealistic demands from the patient, Alaska Neurology Center sent a certified letter to the patient on 11/9/2022. The letter states we feel it would be in the patients best medical interest to seek the services of another Neurologist and another **** Management provider. We have decided to discontinue as the patients Neurologist and **** Management provider effective immediately from the date the letter was sent.
If any other information is needed, please feel free to contact me directly.
Sincerely,
*************************, MBA
Practice Manager
Alaska Neurology Center LLC
1100 *******************
*********, ** 99515
************/************ P
************/************ F
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Want a quote from this business?
Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.