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Business Profile

Medical Doctor

Palmetto Proactive Healthcare

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/29/2023

    Type:Customer Service Issues
    Status:
    Answered
    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.
    6/28/2023 - I am scheduled to have a virtual follow up with my Dr. I have seen Dr. ********* for several years. I was recently prescribed a new medication and was asked to follow up. The young Hispanic lady at the front desk called me to get my card information, after stating I would need to make a payment for visits every 3 months, it has only been a few weeks since last prescribed. I asked to confirm this with Dr. ********* and she proceeded to talk over me, hung up on me. I called back several times and she refused to answer the phone. I have been disrespected and neglected by her and she refuses to provide the communication needed so I can get refills on my medication.

    Business Response

    Date: 07/06/2023

    Attached are messages that are part of ********* ********** chart.  These represent legal documentation and were entered before there was a complaint filed.  Rest assured, they are legal documents and accurate.

    The bottom line is, ********* ******** simply did not want to pay for her follow-up care.  I communicated with the staff and Dr. ********* to confirm that she was NOT told that she would not have to pay.  That is against our office policy.  She alleges she did not have to pay previously, which is not true.  I've attached receipts to show that she has paid with each follow-up visit (1/31/22, 6/3/22, 7/13/22, 3/2/23) INCLUDING a virtual visit which took place on 4/25/23.

    With regard to Dayana hanging up on her, ********* ******** would not let Dayana talk and eventually, she was left with no choice.  I have instructed our staff that they are to be polite and understanding, but if they reach the point after several attempts to professionally communicate, and they are unable to do so because the patient will not let them speak, they can quietly (don't slam down the phone) terminate the call. 

    Dayana has worked for us for over 7 years as a Spanish interpreter and medical assistant and we have had no complaints about her attitude or work ethic during that time except for this incident.  I personally worked with her daily for 3-4 of those years.  Unfortunately in this day time and in this area of the country, people of Hispanic ancestry can be singled out and treated unfairly and rudely, even via phone if they have an accent.  Dayana is easy to understand and her English is perfect so it cannot be alleged that this was a language or accent caused misunderstanding.

    Please let me know if you have further questions or I can be of assistance in any way.  I'm sorry for your added work to look into what is very obviously a disgruntled patient who wants to get free care and has not been truthful in her allegations.

Palmetto Proactive Healthcare is NOT a BBB Accredited Business.

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