Let me preface the conversation by first stating that I did not Choose Naples Allergy Center.
They were assigned to me through the Veterans Administration as part of their Choice program. It was either them or drive 2 1/2 hours to Bay Pines.
So I was called by a pleasant young lady at that office who set the appointment confirmed the Day and time and then asked me for my email address. Of which I gave her a Gmail account that is tied in to my cell phone as well as in Outlook application on my desktop. I say that only because it is relevant to the remaining conversation.
She informed me that she was sending me a very lengthy set of paperwork I needed to fill out and that I can either fill it out and send it back to her online or bring with me but if I didn't fill it out I would need to come in significantly earlier to complete the paperwork before the appointment.
I agreed-better for her to send it to me because my handwriting is not that good I can do it on the computer. I never did receive the paperwork. That was only a few days ago. Today I went to the appointment which was scheduled at 430 but not having the paperwork I understood that I would need to be there earlier, which I was there at least 30 minutes earlier than my set appointment. When I went to check in a rather dour looking woman asked my name and upon giving it to her I was informed that I no longer had an appointment at 430 because I did not return paperwork. I informed her that I never received it and she says, " well you got a phone call to remind you to bring the paperwork because we require the paperwork 24 hours ahead of time".
Well heck, I was told on the phone I can come in early and fill out the paperwork which I did and in plenty of time to make my 430 appointment but no, she wasn't having any of that. It was very obvious I was not happy. I mean, after waiting for months to even get to this point, and now I'm basically got someone in front of me who is just trying to find a reason not to let me make my 430 appointment, I'm sure it showed my face.
I told her I checked all my messages as of 7 AM this morning and there was nothing there from her office and I told her I also didn't receive the paperwork. She told me that it was probably in my spam folder. I told her I'm very much in control of my email and I know it's not my spam folder. Well she apparently didn't care for that answer. I asked to confirm my email address it was correct. I asked her to confirm my phone number it was also correct.
She said, "well, you not going to get in today so would you like to do the paperwork and I'll reschedule you?" Looking around, I believed they were over booked. Probably why they cooked up the story to reschedule. So I proceeded to fill out the paperwork and I am scheduled for a week from today, however when I was finished I went up to the window, and was handing her paperwork. Every statement I made, or question I asked, she cut me off, refuse to look at me in the face and then in a very fake and different voice looked at me and said "have a nice day!" It had been sometime since I have been treated this rudely. Needless to say I left the office fuming.
So I was very curious and when I got home I scanned all my emails, my phone and in the actual Gmail interface including my spam folder and found nothing from anybody from her office. No email was sent to me. None-PERIOD. I then proceeded to scan my caller ID since I had checked the messages and there was nothing there and I also found no number from her office on caller ID. Now that's not to say I could be called from a back office line but she was adamant about having left me a message when fact there are absolutely no messages on my answering service. So either my email doesn't work and my answering machine is not recording messages from her line, or someone didn't do their damn job. On top of that I have to get an attitude from the check-in lady
I'm going to have to reconsider actually making the appointment next week because I truly don't look at this woman's face again. I will just call the Veterans Administration Choice program let them know my experience and have them assign a different immunologist. It was almost as if she had an ax to grind because I was a veteran. I know that sounds silly but by the way she was speaking to everybody else in a completely different tone I can't imagine she was just annoyed with me because I didn't get her email or phone call. Perhaps you didn't like the fact that I was not happy I had driven all that way just to be told to go home. I don't know.
Ordinarily I would let something like this slide however being a business consultant and having to train people customer service and to admit when they're wrong or make a mistake, I just couldn't let this go. I consider her detriment to his doctor's practice. Wish he would hire me. First thing I would recommend, is some walking papers to a sour puss "Check in" wench. Then figure who not doing their jobs. read more