We have used this pediatrician for both of our daughters for many years. While we love both doctors they have seen, we have become increasingly disappointed with their front desk staff. Dr. Valdez has a calming and gentle approach with children, and ours have both loved him.
However, each time we have had to have to deal with the front desk staff, which is every time we need just about anything, they are short, rude, and condescending. Which is the last thing you want to have to deal with when you have a sick child or a newborn baby. We tried to ignore this behavior, as our children loved the doctor so much, but unfortunately the front desk staff are the ones you have to work with in order to see that doctor.
Most recently my health insurance's third-party intermediary was shut down due to a lawsuit. My employer quickly contracted with a new intermediary and provided new health plan cards, which I received the day before my baby came down with a high fever. I rushed her down to the doctor, and was told I would need to pay the entire cost of the visit, which would have been free otherwise, as the previous intermediary of the health insurance company had been involved in a lawsuit.
I explained to them that the health card I had in my possession was for the new intermediary and was valid and usable, but they said they could not be sure so I would need to pay the full cost of the visit up-front if I wanted to have my child seen. My visit should have cost nothing ordinarily. I was assured that, when the office manager returned the next day she would call and validate my new health card, and that they would then refund me. It felt wrong, but I did what they said so my baby could be seen.
Two days went by and I received no call from the doctor, but I did receive an email from my employer's attorney office advising that it was illegal for any health care office to attempt to collect money(beyond the standard co-pay/deductible) from any person affected by this health insurance issue.
I called Professional Pediatrics and spoke to their billing manager, and advised her of this, to which she replied that she would be holding on to my money until they received payment from the health insurance company. When I advised her of the letter I received and that it was illegal, she said they had charged many other families, so it obviously wasn't an issue.
I explained that just because they did the same thing with other families did not make it legal, but she did not care. I advised her I would be proceeding with a claim with my HR and their attorney, as what they were doing was wrong, but she did not care.
We are saddened to have to find a different pediatrician, but our trust in this office is now gone. read more