Complaints

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been trying to make an appointment for the past 3 days and ***** has answered the phone ***************** location *** location and **** ***** I have 2 referrals Noone has contacted me at all..don't know what to do

  Business response

  10/07/2022

  We apologize for your experience ********************* and appreciate you bringing it to our attention. We will have a manager contact you right away to discuss this further and resolve the issue. 

• Initial Complaint

  07/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had an MRI scheduled for the 25th of this month. I called to verify it was a wide bore MRI. When I called the lady who answered the phone said I was red flagged in Tower due to so many re-schedules but I was ok to go this time. I explained that the rescheduling was due to Tower not getting my Insurance approval and having to reschedule so many times due to this. She was very nasty and kept talking over me and telling me I was red flagged. I told her I just called to check if it was a Wide Bore Mri. I have no idea why she was so upset due to the red flag. 30 minutes after my call with her, I received a call stating that my Breast MRI was cancelled. I am so disgusted and appalled by this person in that facility and the hardship they have caused me. I can't call because it is a vicious circle. How is this even allowed? This is our life we are talking about.

  Business response

  07/28/2022

  Business Response /* (1000, 6, 2022/07/20) */ We apologize for your experience, Ms. Villafuerte P. Due to HIPPA laws, we cannot discuss your situation here, but we will have a member of our Patient Relations team reach out to review your file with you. As a general explanation, we review files with multiple appointments for which the patient repeatedly fails to show up or cancels without adequate notice. In those cases, we will decline to make further appointments in order to better accommodate others who need appointments. We understand you have already spoken to someone on our team to resolve the situation but we will have another team member follow up with you. Consumer Response /* (3000, 8, 2022/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) To clarify, my appointment was canceled without my knowledge or consent. The appointment was canceled as retaliation by the attendant I was speaking to on the phone. Please review your phone records and you will see I am correct. Previous cancellations have been due to the insurance providing approval and once because of me. The cancellations for pending approval were initiated by Tower not me. The no show was because of a medical emergency, and I called after the fact to apologize and re-schedule. Please take a moment and review my records. You will see that this is not a common occurrence on my part. I await your call and thanks for your response. Business Response /* (4000, 10, 2022/07/26) */ Again, we apologize for your experience, Ms. Villafuerte P. Since your last message, we have had a manager speak to you over the phone to review your account thoroughly. We hope this interaction helped resolve the issue and put you at ease. Please let us know if you have any further questions. Consumer Response /* (2000, 12, 2022/07/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you. I was able to do the MRI on Monday. I did get a call and supposedly they were going to talk to the lady who took my call and cancelled my appointment maliciously, but I have yet to receive that call of any resolution or any apology from that person who caused all this issue. A medical facility should not have people working for them who have no regards for patient's needs and causes them stress and who purposedly do something to hurt them. I pray that these types of workers get some training on how to deal with patient's, especially when they need a procedure this important.

*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. ↩