ComplaintsforRosen & Rojas MDs

• Initial Complaint

  08/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  An appointment was scheduled with ***** Rojas ** for a physical on 7/21/2023. Three calendar days prior to the appointment I was made aware that the reason I scheduled the visit did not require a physical. The following day, now two calendar days prior to the appointment I was going to call and cancel. The office called to give a reminder before I called. When I informed them that I no longer needed the appointment and needed to cancel I was informed that I would be charge for a no show. Surprised I verified that the appointment was still roughly 48 hours away. I was told their cancellation policy is 48 hours and NOT 24 hours. A 24 hour cancellation policy is industry standard, I feel if they set theirs at 48 hours that NEEDS to be explicitly told to patients at the time of booking. This was not conveyed verbally or in writing when I made the appointment in person a week prior.

  Business response

  09/11/2023

  The office staff spoke to this patient when an office staff memeber  called to confirm the appointment for the following day. Confirmation calls are always done the day before the appointment.  The call was place to the patient on 7-20-2023 @ 4:****. On this call the patient cancelled the appointment. 

  This was less than 24 hours before the time of the visit.  The computer logs show this as key ****** are timed and logged.

   

  Customer response

  09/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The bill clearly states that I am being charged for a no show. I did NOT no show. 
  
  
  As they clearly stated in their BBB response to my complaint we spoke prior to the appointment date and I informed them that I no longer needed the appointment. 
  
  
  Again, I informed the front office staff that I needed to cancel and they acknowledged that in their rebuttal. 
  
  
  This matter should be closed. 
  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business response

  09/25/2023

  I have already responded to this . The bill was for a no show.

  The patiend did not give the proper notice.

  regards

*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. ↩