1-Star Review - Extremely Disappointed With the Lack of Patient Care
I am extremely dissatisfied and disappointed with the lack of care, communication, and professionalism we experienced at Keen Medical in Hesperia.
On October 7, 2026, I accompanied my 70-year-old father to his medical appointment because I help him manage his appointments and medical needs. He had been experiencing severe dizziness and really bad headaches. He was referred to a neurologist, but in the meantime, the doctor prescribed medication for his dizziness, blood pressure medication because his blood pressure was very high, topical cream for a rash on his arms, and pain medication for his headaches and arm pain.
Before leaving the office, I made sure they had the correct CVS pharmacy information. I confirmed it twice. After leaving, I even called and spoke with the office to verify that his prescriptions had been sent to the correct location. We were assured that they had been sent and could be picked up later.
The following day, I contacted CVS to check on the prescriptions, only to be told that they had received nothing. Because it was Friday, we were left waiting through the weekend, believing the issue would be resolved when the office reopened.
Unfortunately, Monday came, and getting help became an ordeal in itself. One staff member hung up on me before I could even explain the situation. I called back multiple times and repeatedly found myself on hold for 30-40 minutes or longer. I was instructed to leave a voicemail with the medication refill department, which I did. I waited throughout the day and received no response.
When I called again before closing, I had to insist that someone listen to my concerns. I explained that my father's prescriptions had never reached the pharmacy and that I needed assistance resolving the problem. I specifically requested to speak with a doctor because I was concerned about leaving a 70-year-old man without his prescribed blood pressure medication and other medications he needed. I was told the doctor was in a brief meeting and would get back to me that day. That never happened. I gave the office another full day on Tuesday, hoping someone would follow up, but we still had no resolution.
On Wednesday morning, we called early to avoid the long wait times, yet we were still placed on hold for over 30 minutes. When a staff member named Jennifer finally answered, I explained the situation. In my experience, she was extremely rude and dismissive. Rather than listening to our concerns and helping us resolve a problem that appeared to have originated with the office, I felt as though our situation was being treated as an inconvenience.
During the conversation, I was repeatedly placed on hold, including while I was in the middle of speaking. When I questioned this, I felt my concerns were being dismissed. The call eventually ended with her hanging up on us. Afterward, we called repeatedly and were unable to get an answer until approximately our eighth attempt.
Finally, another staff member answered and identified herself as the medical director. She apologized and said she would help. She even listed the prescriptions my father needed and promised to email and message me a list of his medications to provide to CVS. I appreciated that she appeared willing to help, but that promised follow-up never arrived either.
At this point, I am incredibly frustrated. We have spent days calling, waiting on hold, explaining the same situation over and over, and trying to obtain medications that were prescribed during an appointment. We verified the pharmacy information, followed up with the office, contacted the pharmacy, left voicemails, and repeatedly tried to communicate with staff. Yet we were left without the promised resolution or even the basic courtesy of a follow-up.
Patients should not have to fight this hard to receive help with their prescribed medications. This is especially concerning when an elderly patient has very high blood pressure and is experiencing significant dizziness and headaches. I understand that offices get busy and mistakes can happen. What is unacceptable to me is the lack of communication, accountability, and follow-through after the problem was brought to their attention repeatedly.
I am not asking for special treatment. I am asking for basic patient care, respectful communication, and staff who take medication concerns seriously. This experience has left me deeply disappointed in Keen Medical, and I sincerely hope management addresses these issues so other patients and families do not have to go through the same thing.
A medical office should be a place where patients feel cared for, not a place where their families have to spend days begging someone to listen. read more
