I just came for my annual visit. They moved locations this year and this was my first time to this…read morenew location. The maps were confusing on what the location was because they are near a bunch of other offices. I finally found the plaza and was waiting for 5 minutes for the elevator because it wasn't working. I can't take the stairs because I just hurt my knee. Aside from the fact that they aren't shown on the digital display downstairs yet, their office is around a corner and not easily visible. I got a text at 9:56 saying I missed my 9:45 appointment, even though it hasn't gone past the 15 minute grace period they've ALWAYS had in place for years. I walk in not even one minute later apologizing for being late and explain I couldn't find their office. (Which by the way, aside from their address, they provided no explanation or insight as to where the new location was, not even when I scheduled on the phone and I didn't know to ask because I thought it was going to be an external building like it was before.) The receptionist tells me that because I am late, I need to reschedule my appointment. I ask why if it hasn't been even fifteen minutes yet, let alone past the fifteen minutes. She says she knows but they have no wiggle room because they are booked. But the fifteen minutes is the wiggle room? So I dont understand. I live in McKinney and have to take tolls to get here. I just wasted PTO, time, money, and gas. I have been coming here for THIRTEEN years. I have referred plenty friends and family, who are still patients of theirs. I didn't recognize this receptionist because she is not who I usually see, so she must be new since I last came a year ago, or a different staff member that wasn't usually the receptionist. I say this because the usual receptionist was always very kind to me and warm and enthusiastic, which this one was not. I have never been late or missed an appointment or cancelled/no showed in those thirteen years and have always given plenty notice to reschedule, except for maybe once or twice when I started my period the day of and they asked me to reschedule because it would interfere with the pap smear results, and even then I called first thing in the morning to ask what I should do. I'm extremely upset. There was not a single person there or waiting, and no next appointment had arrived, so it makes no sense why I couldn't be taken back if they have my insurance. ID, and pre check in paper work on file. There was absolutely no reason why I couldn't have been taken back, ESPECIALLY since I was within the grace period. It is so upsetting and disappointing that the management is willing to lose a patient over 11 minutes. She had already decided before I even walked in that I had missed my appointment. At the TEN minute mark. She didn't bother asking a nurse or checking with the doctor, or seeing what she could do. Not ONCE. Mind you over the last thirteen years, Dr. Fong has run late because of deliveries, emergency appointments, and other issues and not once have I EVER complained or rushed them. I have been patient. It is such a shame because I love my doctor so much and I hate having to end a relationship of thirteen years with him due to poor, un empathetic staff. I used to rave about this office for years and have left reviews years after years. Well now Doctor Fong, because of your receptionist, not only have you lost one patient, but you will be losing several others as well. I will be informing every single family and friend I have referred to longer come to this office. Please do not come here anymore, they seem to not care about their patients anymore or care about wasted time. I even explained to her I had already taken time off when she asked if I could come in Friday instead, and she still did not care. We will take our business elsewhere. Sorry I could not say goodbye in person Dr. Fong, but as I am sure you read these reviews, please know it was not you nor your nurses, but rather your front staff. It was a pleasure being your patient all these years and I'm sorry I can no longer see you.
