We love Dr Steve!
--update 7/24/13--
In all the years we have been coming here we have not had a single issue, until they hired the new woman up front. I believe her name is Siri. Today took the cake, but before that a little back story. We have called for the 6mo appointment for Lily Mae for the past few weeks. Every day she answers and gives whatever excuse she can think of. Computers down, no appointments for two weeks, she is too busy right now, I have heard them all. Finally my wife gets us an appointment today at one two four zero, yes, one two four zero. Seriously, who gives the appointment time like that? Siri does, that is who. Then gives you an attitude and acts like your ignorant when you clarify. After making the appointment she asked what the appointment is for, and when she hears it is for a six month checkup (daughter is now seven months, took that long to get in) she gives my wife the third degree for getting her in late. Remember, we are only late because their have been "no appointments, computers down, I don't have time for this right now" for the past three weeks.
So, we get to the appointment thirty minutes early. Those with two or more kids know, its thirty minutes early or thirty minutes late, there is no happy medium. Check in and get things going. Siri (first time I have met her in person) informs me that my insurance is cancelled. I advise her that it is not cancelled, there has been an ongoing issue with my insurance and they had to remove and re-add Lily Mae as her birth date was incorrect in their systems. She gives me an attitude and tells me that I will have to pay the bill if the insurance company does not pay. I let her know, again, that they will pay the bill and I am already aware of the issue. Most would leave it at that, but not Siri. Oh no, she must seek the "truth"! About ten minutes later I hear her blurting out my insurance ID number. She was on the phone with my insurance company to verify my insurance before she would let us go in for our appointment. Unbelievable! So the insurance company, who has not yet been informed by my employer of the changes to the birth date (all of this transpired this week) tells her that Lily Mae is no longer on the plan (duh, I just told you all of this). She tells the agent "thanks, I knew there was something going on, we'll put a stop to this" and hangs up. Giving me a dirty look she calls me back up to tell me that the doctor cannot see me unless I pay for the visit. Game over, no more being nice. After giving her a piece of my mind another woman up front came out and I stopped addressing her. Within a few seconds of talking to this other woman she understood the situation and got us back on track. Siri was not having any of that and started her mouth back up, glaring, and LAUGHING at me.
At this point I was done speaking with her and informed them I would be leaving their office and would not return. As I was getting the girls things packed up and watching as Siri sat in her chair watching us and smiling as if she just did something grand I chose to stay in spite of her. She is not an accurate reflection of this practice, everyone else is great. I jump on the phone with my benefits department at work and they confirm Lily Mae is insured within a few minutes. I have NEVER had a claim not go through at their office. My kids have both went there their entire lives. To treat someone that loyal like they are the scum of the earth is COMPLETELY UNACCEPTABLE. To call a patient a liar that has been with your practice since the start and go as far as calling in benefits for a wellness checkup is far beyond excusable. My advice to Dr Gentile and the rest of the staff, get rid of this CANCER before you lose more patients. If she is here with this attitude when I come back for our nine month checkup, we will not be back.
Now, to be fair, the star rating is down based solely on this person. Without her, this office is still a five star. With her here, the positives do not outweigh the negative she creates. Dr Steve and the rest of the staff were quite apologetic for her actions, but they should never have to be put in such a position. She has no business in the position she is in, she needs to be tucked away in a cubicle somewhere handling TPS reports and speaking to no clients of whatever business she is working for. read more
