I am deeply saddened and disappointed by my experience with this office's customer service that I left the building shaking and in tears. From the beginning, it was clear there was a troubling level of unprofessionalism that left me feeling genuinely disrespected.
I have never been to an Endocrinologist so during the initial phone call I asked "What can I anticipate during this visit?" They responded with "I don't know, I am not the Dr. and if I was I would not be answering this call."
This individual later asked for my zip code and when I provided it I also mentioned the city. They replied "We actually have this magical thing called a computer that will generate the city for me" I CANNOT make this up. Please listen to the phone call if you don't believe me. It occurred on September 30th at 1:12pm.
I will not be disclosing the name of this person for safety/privacy reasons. I will show them the respect they so greatly lacked with me.
I have anxiety and a panic disorder and I specifically left work early to be on time and was happy to see the location was only 2 minutes from me. THIS IS THE ADDRESS ON MAPS. When I got to the building I could not find them anywhere. I WENT EVERYWHERE looking for them. I finally went to a random office and they notified me that the practice has MOVED. That would have been great information to share. "Hey the address online is not accurate, please do not follow this location." I called and called and called called and called and called called and called and called called and called and called. I reached NO ONE.
At this point I am driving around aimlessly SOBBING. I finally tried a different prompt on the phone and was able to reach someone in a different location, I am sobbing to this person on the phone telling them I just need the address, they tried transferring I said PLEASE NO, I have tried a million times and no one is answering, please I just need the address. She gave me an address and guess where it took me. BACK TO THE SAME PLACE MAPS TOOK ME. So not only did they have awful communication they are also not informed of their new location. I couldn't believe this experience and thought there was no possible way it could get worse....... lord did this office prove me wrong.
I entered the same building with hope still when a random nice lady asked if I needed help. When I told her she says she is a patient of the practice and has their new location. Bless this woman.
When I finally arrived to the location I felt it in my bones the person sitting before me was the same person who was so incredibly awful on the phone, I just knew it. They did not greet me or anything. They only crossed their arms, leaned back in their chair, laughed and said "This is gonna be good, let me get my popcorn, go on." As if to say "explain your self, why are you so late." They actually had food in their hand and were actively chewing as they were speaking to me. I explained everything and they said they are going to tell the doctor.
I am standing in this waiting room full of patients and staff sweating, shaking, with tear stained cheeks being humiliated and treated as a joke. At no point did I feel that my concerns were taken seriously or handled with the care one should expect in healthcare setting. What was perhaps most upsetting was the lack of empathy from the staff. In situations where patients are already vulnerable, kindness and understanding should be a standard, not an exception. Unfortunately, that standard was not met here. I felt dismissed rather than supported. That is unacceptable in any environment, especially one that deals with patient care.
They came out from a corner laughing a couple minutes later and casually said we will have to reschedule. I kindly declined coming to the conclusion there is a higher power trying to save me from this practice.
I hope this feedback serves as a wake-up call for the office to reevaluate and make meaningful changes to their staff training and overall approach to customer service.
My name is Mireily Salgado if you need to search me in your system. read more