I was really happy with my work, service seemed fine , wait times were reasonable- and I really…read moreliked that they had a diverse staff.
Not sure what changed, but I had a string of not great experiences, and then no follow up from management :
At that time, I usually let my dr/physicians know that my employer issued Blue Cross of Michigan, because they were based out of Michigan, but it was never an issue- I just made sure to clarify because BC of TN would be more typical.
Per usual, I had explained that to them when I gave them my card after my first visit, they kind of waved me off and assured me they would pick up on it.
I had been going for about a year when this happened:
The suites aren't actual rooms- it's just open. I was full reclined in a chair with a mouthpiece holding my mouth wide for an exam, when one of the admin stomped through the suites and kind of whisper-shouted (if you know, you know) that I wasn't getting any care that day until I resolved my balance- , and proceeded to let me and the two patients next to me know ('you owe us like $1400'). I kind of wiggled to get the mouthguard speakable, and asked if they had billed my insurance (I had routine checkups and some fillings, all of which was 100% covered)- she said I didn't have any insurance on file- so I sat up and grabbed my wallet to give her my card. She probably realized the error then and there, but she just kind of snorted and stormed off. I sat back on the chair, it was pretty embarrassing - I would think they could find a better place to bring up an issue if they saw one.
I had never missed a call from them about billing or anything else.
There was no acknowledgment/ apology for their error, but the experience was so uncomfortable that I just kind of shrugged it off, and figured that admin wouldn't be there much longer. I know it's frustrating to make mistakes, but that was so really poorly handled- and really wasn't something I had any control over.
I started noticing a change- the work seemed a little less careful (walked away with some pokes), but I was done after the last incident.
I called to reschedule my appointment (I had just started a new job, and my insurance had changed) and the conversation somehow ended in them hanging up on me. This was after arguing to keep the appointment, I had to explain that I wasn't sure that my new employer's insurance even covered them, so either way I probably shouldn't be keeping that appointment to risk paying out of network- the lady just hung up.
Since then, I found out they are in-network, but I didn't want to go back until I figured out what had changed management-wise.
I sent them an email via their website under their 'feedback' contact, and responded to their review emails... but you can decided for yourself whether that was effective. I've included my original email verbatim and their response.
I gave up- but hopefully they can use this review to improve service for future patients, or maybe just have a conversation about privacy
--------------------
(see images for the email I sent to management following all of this, and their reply).