I had a scheduled appointment, and arrived with a question about the practice's cancellation policy which states that it will cost more to cancel within 24 hours than it would cost for the visit itself. I completely understand small businesses needing to be compensated for situations where they book time but can't fill the slot, but I was flabbergasted that I would be charged MORE if there was an emergency. While I was asking about this policy, the owner came out in a mask to lecture me. I explained that I have two young children and sometimes illness pops up overnight and I didn't understand why it would cost more than keeping the appointment. The owner told me that as long as we wore a mask, I should show up to the appointment anyway while sick, and if the kids were sick, I should bring them too. She explained that she was sick at that moment and so she wore a mask and came into work anyway. During this conversation, she pulled the mask away from her face and touched her mouth.
I signed the agreement and was ushered into the treatment room where a dog was sitting in the corner. I knew the office had a dog, and I had no issue with that, but I didn't realize that the dog would be in the treatment room. It turned out that the owner was the one treating me. Since I didn't see any hand washing after the under the mask mouth touch, I politely asked if she would wash her hands before we began. She left the room to do so, and then came back and started berating me about why they have the cancellation policy they have. Then she told me that I was fortunate that they are even accepting my insurance and continued on for several more minutes, and why didn't we I call and ask my questions beforehand. She finally stopped and said that she was ending the appointment now since 15 minuets had passed and it was too late to start treatment. By this time, I was holding back tears and finally stood up while she was still going on so that I could leave without having to endure more of this. I stopped at the reception to ask if this was typical and then hurried to my car where I immediately started sobbing. After about 10 minutes, I regained composure and realized that the documents I had filled out had very sensitive personal information on them which I no longer felt comfortable leaving there. I headed back towards the office, and even with the door closed to their suite, I could still hear the owner yelling about me from the hallway of the shared building.
Thankfully, they returned my paperwork and refunded my payment for the appointment. I did end up going with a different provider that was 45 minutes from my house, but they were wonderful and worth going out of my way to work with them. read more