My first impression of the office was positive. The check-in process was quick, and the office…read moreitself was clean and welcoming.
Unfortunately, that's where my positive experience ended.
For my initial appointment, I waited about an hour in the exam room before the dermatologist came in. Once she arrived, the visit felt extremely rushed. A lot of information was presented very quickly, along with instructions for multiple medications and products, and I never felt like there was enough time to ask questions or fully understand the treatment plan. It seemed as though the office was running behind and trying to make up time by moving through appointments as quickly as possible. I assumed it was just an unusually busy day.
The following day, I called my pharmacy to check on my prescription and was told they had not received anything from the dermatologist's office. I called the office, and I was told the prescription had already been sent. Within minutes of that phone call, I received a text notification that a prescription had been transmitted to my pharmacy, and the pharmacist called me less than an hour later to let me know it was ready for pickup. I can't say exactly what happened, but the timing left me questioning whether the prescription had actually been sent before I called.
The final issue was what ultimately convinced me not to return. About two and a half days before my follow-up appointment, I received a reminder text and immediately called to cancel because I knew I couldn't make it. The office has a $50 cancellation fee for cancellations made within 48 hours, so I wanted to make sure I called in time. No one answered, so I left a voicemail. When I hadn't heard back by the next day, I called again and left another voicemail. Still no response.
On the day of my appointment, I called a third time and finally reached someone, who told me they had not listened to either voicemail and that I might still be charged because it was now within the 48-hour window. I explained that my first voicemail had been left approximately 56 hours before the appointment. I was told someone would review the voicemails and call me back.
After waiting two hours without hearing anything, I called again and spoke with someone else who was noticeably dismissive. I was told that no one had listened to my voicemails, that I hadn't been charged "yet," and that they "did not want to give me a time" for when I could expect a callback.
At this point, I no longer feel confident in the office's organization or communication. Between the long wait, the rushed appointment, the confusion surrounding my prescription, and the repeated difficulty simply reaching someone to cancel an appointment within the required timeframe, my overall experience has been frustrating. I'll be finding a different dermatologist for my future care.
Update: After posting this review, I was contacted by a manager from the office who asked whether I would consider removing my review. I declined, as this review reflects my honest experience.
I have since encountered another issue related to my visit.
I received a bill that processed as out-of-network, despite verifying before my appointment that the office was in-network with my insurance. The provider was also listed as in-network through Zocdoc, and my insurance information was transmitted to the office through that platform. I also called and was told, yes, they are in-network and they even charged my copay during my visit. They billed me an exorbitant amount of money as out-of-network and deducted the "copay" amount from what was owed. At no point was I informed the visit would be out-of-network, or what the estimated costs would be.
I contacted the office regarding the billing issue and requested a direct contact for the appropriate billing representative. Instead, I was told that someone from billing could reach out to me. Given my previous experience attempting to resolve an issue with this office, where multiple voicemails left within the required cancellation timeframe went unanswered, I was not comfortable relying on the same callback process and chose to address the issue directly with my insurance company instead.
