I had a very frustrating experience with The Clark Center Surgery…read more
I needed to reschedule my surgery due to nerves and wanting more time to fully understand the risks. That is when I was told about a $500 cancellation fee within two weeks, something that was never clearly communicated. My entire scheduling process was handled through text, not a single phone call, and even at my pre op appointment exactly two weeks before surgery, this fee was never mentioned.
When I called, I was repeatedly told "it is the policy" without any real explanation. I asked to speak to a manager, and the assistant administrator, Shannon, called me back. Unfortunately, she was very difficult to deal with. Her tone was stern and dismissive, and I barely had a chance to explain my concerns before she said, "Angela, it is our policy," speaking slowly in a way that felt condescending.
I explained that I was not calling to argue that they have policies. My concern was the lack of communication and the fact that everything was scheduled so close to that two week window. I asked to speak with the administrator since she reports to them, but she refused and said, "No, this is my job, and no one will be calling you back." At one point, she also said, "Well, I am going to charge your credit card on file," which was completely inappropriate.
I fully understand that offices have policies, but this is surgery, clear communication matters. Patients should not be expected to rely on fine print from an initial visit when surgery was not even planned yet. Even on my preop, it was not mentioned.
I do want to say Dr. Clark and Carrie have been great, but because of how this was handled, I will not be returning.