This was, without question, the worst customer service experience I have encountered…read more
I was seeking a new rheumatologist due to an insurance carrier change. After conducting thorough due diligence, I came across Dr. Franco and was encouraged by the positive reviews. Before contacting the office, I proactively confirmed with my insurance carrier that Dr. Franco was in network, which they explicitly verified.
When I called the Arthritis Center of Riverside, Autumn answered. I clearly explained my situation and provided all requested personal and insurance information. She stated she could not locate my insurance and claimed she would need to contact my insurance carrier directly. To eliminate any barriers, I immediately emailed her a copy of my insurance card. She committed to calling me back the same day with an update.
That never happened.
After following up later that day, I was told she hadn't called because the office was "too busy." I asked for a callback before close of business. She hesitated, then agreed. Once again--no follow-up.
The following day, I called the office repeatedly. The phone rang unanswered multiple times, to the point where it felt deliberate. Eventually, Autumn answered. She again stated she had not contacted my insurance, citing the same excuse as the previous day. I even offered to come into the office to speak with someone else, as I genuinely wanted to establish care with Dr. Franco. I was told that wouldn't matter because she would still need to handle it herself.
About an hour later, Autumn called back and stated she had spoken with my insurance and was told they were not in network. She then advised that I would need to self-pay, with visits potentially costing up to $6,000 per visit. Based on that representation, I declined and ended the call.
Given that this directly contradicted what my insurance had already confirmed, I contacted my insurance carrier again. At that point, the situation escalated significantly. The insurance representative informed me that someone named Autumn had called but hung up without speaking to anyone, and this was clearly documented in my account notes. The insurance representative then personally called the doctor's office, spoke with Autumn, and confirmed--again--that they are in network. When confronted with the documented evidence, Autumn ultimately admitted that she never actually spoke to anyone.
This was not a misunderstanding. It was a misrepresentation.
At this point, the situation crossed from poor service into what I can only describe as discriminatory treatment. Providing false information, delaying care, ignoring calls, and ultimately attempting to push me into an unnecessary and exorbitant out-of-pocket scenario raises serious concerns about how patients are being screened and treated. Whether intentional or not, the outcome was discriminatory, exclusionary, and unacceptable.
After my insurance assisted me in finding alternative rheumatologists, I called the office one final time. Someone else answered, and suddenly Autumn was "not in." That representative claimed to have no knowledge of the situation, which only further highlighted the lack of internal controls, accountability, and professionalism.
This experience was unfair, unjust, and deeply concerning--especially in a healthcare setting where trust and ethical conduct are non-negotiable. It is unfortunate, because Dr. Franco and the other physicians may very well be competent and compassionate providers, but their front-office operations are a serious liability. Due entirely to the actions of administrative staff, they lost business and a potential long-term patient.
There is no justification for this level of dysfunction, dishonesty, and discriminatory behavior in this day and age. I strongly advise others to proceed with extreme caution.
