I have never had an issue with this office until today, but this experience was enough for me to…read morenever return. Customer service is everything to me when it comes to any business. I will gladly return to a place again and again if the staff is friendly, respectful, and helpful.
My son, Raiden, had an appointment scheduled for a filling on 2/13 at 3:00 PM. Unfortunately, both he and I have been sick, throwing up, and not feeling well, so I needed to cancel and reschedule the appointment.
I called today at 4:51 PM, and the woman who answered the phone already sounded stressed and was sighing while asking for my son's information. She said things like, "Ugh, okay... ugh, I can't hear you--did you say June?" when I had clearly said two. Her tone was irritated and upset from the start. While I understand people have stressful days, the interaction felt unprofessional.
She then told me, in a very rude and demanding tone, "I'm going to need you to give me a reason why you're canceling, because we have a 48-hour cancellation window and you're calling at the end of the day, and I don't have anyone to fill that spot for the doctor." I was taken aback, as I was simply trying to reschedule. I explained politely that we have been sick and that I didn't feel it was appropriate to come into the office while we've been throwing up.
She responded with, "Well, I don't see any previous cancellations, so I'll cancel it," which felt as though she was implying that if I had canceled before, this appointment might not have been allowed or I would be penalized. Despite this, I remained friendly and thanked her. She told me I could call back once we felt better and then abruptly hung up without any response.
I'm not sure whether this behavior reflects the employee herself or the pressure placed on her by management, but either way, it's unacceptable. I don't want to do business with people who are rude to their customers, nor with a company that creates an environment where employees feel it's okay, or necessary to speak to patients this way.
A 48-hour cancellation policy is a large window for customers, and it is not my responsibility as a parent or patient to fill a doctor's schedule, especially when illness is involved. I can't help that my child and I are sick. This experience cost you a loyal customer. I also will not be recommending this office to anyone.
