Misrepresentation, Horrible Customer Service, No Accountability
Due to an elevated calcium score, my Internal Medicine physician recommended a new, non-invasive, and innovative Cleerly Cardiac Coronary CT Angiogram. She indicated that the study is not currently covered by most insurance companies; however, she indicated that she has referred several patients over to the SimonMed Imaging facility in Lake Nona and that the "self-pay" rate was $500. After investigating the technology, I was going to accept the expense and called to schedule an appointment.
The first thing that I encountered when I called the SimonMed Imaging facility in Lake Nona was a heavily accented (Spanish) and difficult to understand individual. I explained what my physician had ordered and inquired what the "self-pay" rate would be and was told $499 (thereby confirming what my Internal Medicine physician had told me). Given that the facility is ~90 minutes from where I live, I scheduled their first in the morning appointment (which was 8:00 AM yesterday).
I arrived promptly at 7:30 AM (as instructed) and after signing in, the receptionist told me that the cost of the study was $1499!!! I politely explained that that was not what I had previously confirmed when I scheduled the appointment and that I wanted to speak with a Supervisor. After waiting 30 minutes, I was told that they had no way to confirm what I was told and that the charge would be $1499. I left.
As I drove the 90 minutes back, I contacted my Internal Medicine physician and relayed what had transpired. She did not have any explanation and even said that she had another one of her patients get the exact same study 2-3 weeks ago and that they were charged $499.
This is where things get even more frustrating --- as if a 3-hour round trip drive plus me taking off half a day of work was not enough.
When I got to work, I placed another phone call to SimonMed which was answered by another heavily accented (Filipino sounding) individual. I briefly explained what had transpired and requested to speak to the Supervisor at the Lake Nona facility. It then quickly became apparent that the people answering the phones are outsourced and are located in some phone bank somewhere. The individual then explained that there was no direct phone number and tried to transfer my call to the Lake Nona facility --- which then immediately got disconnected. At this point, I am even more frustrated, and I called back and get yet another, heavily accented and difficult to understand, individual and again explain the situation and request to speak with the Supervisor at the Lake Nona facility and I asked the phone bank representative to stay on the line with me until I was connected. To her credit, she was understanding and helpful but despite staying on hold with her as she tried to get somebody on the line, after 20 minutes, I indicated to her that I needed to return to work and that I would like the Supervisor to call me directly and I gave her my work phone number (they already had my mobile number). That was late yesterday morning (~11ish) and as of this writing, no one has called.
I just called one last time again just now, got yet another heavily accented and difficult to understand individual, and again requested to speak to the Supervisor at the Lake Nona facility; my call was transferred and then disconnected.
If you would like to avoid horrible customer service and waisted time, do not use the SimonMed Imaging facility in Lake Nona.
Go anywhere else. read more
