Subject: For Lindora Corporate: Complaint - Cerritos Branch
Note: Staff suggested for me to contact corporate and gave me the address of: Lindora.com *(wrong address). I tried to send it but would not go through.
Hello,
Hope this reaches you well. By now, Lisa must have corresponded with you regarding our conversation. I am very disappointed with her service and our phone conversation, as she did not do her due diligence in checking the situation and concern I have before she called me. It caused me extreme anxiety as she was not listening and did not try to understand the situation and timing of the request for freezing my account a month ago.
The conversation led to more confusion on both our parts and instead of listening and understanding it, or checking with Sharon, she just right out told me that nothing could me done to adjust it. She was very unprofessional and insistent on what she wanted to tell me that nothing can be done for it since I requested for a freeze 3 times (which is incorrect), and refused to understand it. I told her to "shut up" since she just did not stop talking (bad customer service)and later played victim that I was being unprofessional. She was very insensitive, even after I explained the reason why I was gone and not able to come in, that is, I was overseas to attend to my mother and who passed away last Aug 16. I just came back last Friday, 8/31 and stopped by at the clinic yesterday, 9/4. No manager was there to help me out, but was graciously attended to by Vicky.
I stopped by the Cerritos clinic this afternoon to provide Lisa a copy of my letter. She refused to accept it and ignored me, stating that she was attending to other patients. I told her that I am a patient as well, and it was very unprofessional for her to ignore me. She even threatened to call security and was wondering why I had to go and stop by the clinic. Is this the way Lindora staff treats their patients? Is this considered good customer service by management?
I stopped by yesterday (Tues) to touch base on my situation, and was told there was no manager on site, and they seemed confused with the notes on my account. I honestly think Lisa did not understand it as well, and was determined not to give me any consideration, and refused to listen and understand my situation. The public relations and customer service/management of the Cerritos Lindora clinic is bad, especially as represented by Lisa. Lisa even told me to sit at the chair in her office and just left me there. I thought that she was finally going to sit and listen, and act professionally as the manager. She told me just to sit there, and that's when I got very upset in front of other customers and left, she was very unprofessional. I also tried to call corporate office before 5pm and my call just went to voicemail. I hope this matter gets reviewed and addressed by Lindora corporate management.
Facts:
1. First request to freeze my account was handled professionally by Kayla some time in May. I believe the freeze was for May through July. Then, I started going back to the clinic middle to end of July. I had some personal illness I had to deal with.
2. Around Aug 1, I stopped by and informed Shannon I was requesting for another freeze (around 2 weeks) since I was going overseas to visit my ailing mother. I received a voicemail from Shannon stating it was extended through the 9th (not sure if it was Aug or Sep). I did not have much time to clarify it,and unfortunately my mother passed away and had to extend my stay again. I reported to the clinic on Sep 5 (Tues) and was told by Vicky that it seems my account was frozen, and that I could skip this week, and she will have a manager call me. It was on Sep 6 (Wed)around 4:30 when I received a call from Lisa. Our conversation was not good, and asked for her manager's name. I was given Angela Major's email address, for whom I cc on this email.
Question: If I am losing the weeks I was out for an emergency situation, what is the service then I am getting from the monthly payment, if they insist that I am losing the weeks. Also, what is really in the 10 week program? It sounded like it was the weighing in and the shots I am losing for being away.
I am hoping for your understanding and let me know of the best option I have. I believe that your new program is not well understood by the Lindora staff, and does not reflect at all protecting the interests of the patients. They just are upselling the programs and products, and I am starting to doubt the benefits I get from it, especially that no consideration was given at all to my situation, plus the anxiety they have caused me.
Please respond to this e-mail to explain my options. Also, I received a call from Angela early evening today as she wanted to connect with me. Kindly respond to this e-mail read more
