ComplaintsforSouthwest Eyecare Specialists, P.C.
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Complaint Details
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Initial Complaint
05/01/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
On Tuesday April 30, I had an appointment with Southwest Eye Care. After my appointment was finished I was escorted out to the waiting area I have always been taken to check-out. (Just waited in same area three weeks prior and was checked-out from that area), I waited for over 10 minutes while the front desk girl checked in people while she continuedly look at me. After check in about 7 patients she finally very rudely told me to get in the line with the ropes if I wanted to be checked-out. At that point I was pretty mad. The lady in front on me offered to let me go in front of her but I told her no I insisted that she go. So I got the front desk girl that was rude to me. She told me I didn't need an appointment and I didn't owe anything. I turn away without saying a word and walked away. An hour later the office manager called me and told me I was "discharged" as a patient for calling the front desk girl a B---h, I told her that was a lie. I don't use that kind of language and that I didn't say a word to the girl. I had been a patient there for 8+ years and had numerous surgeries and wouldn't accept the discharge. She should have asked me what happened etc. She claimed it was always there policy for people to stand in line in the ropes to me checked-out. Not true. I didn't tell her that. I have always stood in that spot to be checked-out. I told her i was 68 years old and a school teacher I don't use foul language to anyone. Not in my vocabulary. She said she would investigate it and call me back later that day. She never did. I called her at 4:47 pm and left her a message that I was very disappointed not to hear back from her. As of writing this the next day I still have not heard from her or the Dr. Downes I requested to speak to. I had asked for a refill on a prescription before leaving the clinic. I did receive it but it said final refill. So I guess that was my Doctors message as well that he did not want me back. I can not believe that they are discharging meCustomer response
05/22/2024
This is in regards to your email you sent me today concerning my complaint against Southwest Eyecare Specialist on Wyoming Blvd. in Albuquerque. The complaint no. is ********. I do hope you have the right company as you have it listed on the outside of the complaint as Southwest Eyecare Coronado. I have received a certified letter from them stating that I was discharged as a patient for the following (added) reasons "You were aggressive and inappropriate in your interactions with our staff at your appointment...You used inappropriate language with our front desk staff Because of this behavior we have chosen to no longer treat you.This is all untrue. I was certainly never "aggressive in my behavior and I did not use inappropriate language with the front desk girl. The only reason I can imagine she is lying is that she was afraid I was going to report her for her rude behavior towards me.They are supposed to treat me for 30 days until I can find another physician. They did not honor that for me. I am afraid they have put that letter in my records. I have sought out another physician but they have not returned my calls after I had my records sent to them. If this is the case that is terrible especially since it is all untrue. Why after 8 plus years of going to them would I suddenly go "Ballistic?" They did not even bother to ask me what happened and just took the girl at her word whom I have never seen there before and can't be a long term employee.Sincerely,Business response
06/24/2024
Our policy is to not accept any cussing or aggressive behavior towards our staff. We will discharge any patient that violates that policy. While we ackowledge that there are two sides to the story, we have to trust our staff.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.