Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was discriminated against, treated wrongfully and denied service based on my identity. Dr. ****** **************** *******, PA-C And ****** ********* were involved. My review:?This practice is a joke! The first visit I had gotten a service done with ****** and didn't have any issues, which led me to schedule my follow-up visit. I had to reschedule that appointment because I wasn't going to be in town, which is a normal thing people do and feel you can do without having the pressure of being charged. I totally get their policy which wasn't an office for me, they simply were unwilling to work with me. Once I figured out my schedule I was able to book the second follow up appointment online and unfortunately that day I woke up with my eye swollen and in so much pain. I called to speak with them and see if I should still come in or if I should reschedule. The receptionist called me back and without even considering my eye pain, told me I was no longer a good fit for their practice. I questioned her and asked, "Well why did you provide me the service the first time if I wasn't a good fit." She did not have any response to my concern and told me that "the doctor reviews chart sometimes and will let us know if the patients are still a good fit." This is just screams negligence to me. Why did I even have a service done if I wasn't a good fit? This is not how you run a professional practice and show your patients you care for them. I feel discriminated against and will report this business to the Better Business Bureau and US **** of ****************************** ****** **************** *******, PA-C do not have the right to deny service without a medical reason. They initially accepted me as a patient in June and provided ******* stating I was a good candidate. What changed since then? No reassessment or communication until the day of my next appointment that they denied me.

  Business Response

  Date: 10/11/2024

  Customer signed that she agreed to our cancellation policy which states, "we require 5 days notice for any cancellations or changes to your appointment. Patients who provide less than 5 days notice will be charged a late cancellation fee of $75 to the credit card on file." Customer called to reschedule appointment with less than 48 hours notice. We notified her that we will be charging the $75 fee. She responded by saying "You can charge the fee, but I am just going to tell my credit card that it is fraud." To that, we told her we will waive the late cancel fee this time, but we cannot see her going forward (as she disagrees with our cancellation policy). Customer made a new account and tried to book an appointment, so we told her we cannot see her as she disagrees with our cancellation policy and therefore is not a good fit for our practice.

  Customer Answer

  Date: 10/11/2024

   
  Complaint: 22319353
  
  I am rejecting this response because:
  After I called to cancel the appointment, knowing what your policy was, your manager agreed to waive the $75. I had never opened an account online before, so your insinuation of me trying to get around just so I can schedule an appointment is completely false. The manager refused to speak with me when I asked to have a better understanding of the policy. I found out later through a colleague of mine who has also been treated badly by your business, not the $75 goes towards a treatment, and this was never communicated to me. My using your online feature to schedule a My using your online feature to schedule an appointment was simply because I was not receiving the response as a paying patient. I was never told at any point that services was not going to be provided or available to me in the future. The way your business handled my situation is completely unprofessional and shows neglect regardless of your policy. If you had maintained your policy as you say you did, you would have charged me the $75 cancellation fee and you didn't. If it was an issue that I canceled my second appointment, and later found out that I would be denied services I would've never done business with you in the first place. I was not provided a clear and professional response ever from management or the doctor. Your business clearly shows lack of communication skills and professionalism, which overall reflects how unexperienced you are in customer service. Your business should be reported for everyone to know you cannot be trusted and avoid opportunities to make things right. 

  
  Sincerely,
  
  Natasha Chiu