I had an extremely frustrating experience with this clinic and I would not recommend doing business with them.
I made an appointment and Cindy was supposed to confirm our insurance information. I never heard back from her, so I called the office myself to make sure everything was in order before our appointment. The young man who answered the phone was rude and essentially told me to "just show up." He never gave me his name, and I was still left without confirmation that our insurance had been verified so I cancelled our appointment 24 hours before it.
I then received a $50 bill labeled "Late Cancel - with fee." I was shocked. This was not a same-day cancellation, and I had never been told that cancelling 24 hours ahead would result in a $50 charge. I was never provided with or asked to acknowledge a cancellation policy disclosing this fee.
I cancelled because my child's insurance coverage had not been confirmed, and I did not feel comfortable proceeding without knowing whether the appointment would be covered or what my financial responsibility would be.
I also specifically questioned this with the clinic because their website states that insurance coverage is verified before the first appointment and that costs are reviewed with patients in advance. I was never informed that cancelling 24 hours ahead would result in a $50 fee.
I asked the clinic to provide the specific cancellation policy that was supposedly provided when the appointment was scheduled, along with documentation showing when and how this $50 fee was disclosed and agreed to. If there is documentation showing that I agreed to this charge, I have yet to receive it.
I immediately began trying to resolve the issue. I called and spoke with Cameron, left a message, and then called again and left a voicemail with billing. The next day, I still had not received a call back, so I called again. I eventually reached Chris in billing, who told me he had seen my voicemail. If he had seen it, I don't understand why no one had bothered to return my call.
At that point, I asked to speak with Daniel, the manager in billing, because I was extremely frustrated. I explained the entire situation. I was initially told he wanted to transfer me to Kim, the practice manager, but then I was told she wasn't available. Daniel ultimately said he would handle the issue himself?
Daniel told me the $50 charge would be removed and specifically told me that he would send me an email confirming that the charge had been removed and that my balance was $0. He never sent that email. He also told me to check my portal at one point- I AM NOT A CLIENT!!!!
I called back, spoke with Abdullah, who said the $50 charge is STILL showing on my account, so I then left another message with Abdullah for Kim, the practice manager, asking her to call me back. Now we wait.
After everything I had already gone through just to get this resolved, I was extremely frustrated to discover that I had been told the charge would be removed and that I would receive written confirmation, but neither happened.
This is absolutely ridiculous. All of this is over a $50 charge that I do not believe I owe and that I was never told about or agreed to. We have never even been seen by this clinic, yet I have had to make multiple phone calls, leave multiple voicemails, which no one returns, chase down billing, speak with management, and repeatedly ask for a simple resolution.
The entire experience has involved poor communication, unanswered calls, an unexpected fee, and a complete lack of follow-through. If a manager tells a patient that a charge has been removed and promises written confirmation, I expect that to actually happen.
At this point, I have completely lost confidence in this clinic's communication and billing practices. I would strongly encourage anyone considering making an appointment here to make sure every insurance detail, cancellation policy, and potential fee is provided to you in writing before you proceed.
We were never even seen here, yet resolving a disputed $50 charge has turned into this enormous ordeal. This should not be this difficult. read more
