I am absolutely mortified by the utter lack of care and compassion demonstrated by this office's condescending front desk staff.
After paying up front for the portion of my root canal not expected to be covered by my dental insurance, I did not expect to be sent an additional bill in the mail nearly four months later or I would have let them know that my address had changed. The end result was that I was charged $100+ in fees on a $102 bill.
During a trip to Yuma, I came into the office to pay my bill and attempt to have a portion of the late fees waived citing that I was not once called about this bill and that according to the account statement the correct claim was not even filed by them until two months after my root canal procedure and that it was sent to an old address where mail was being collected by a family friend. I was met with contempt, the mindless regurgitation of financial policies, and zero compassion. One of the staff members visibly rolled her eyes in front of me and each put on a passive aggressive front. One of them asked me, "So tell me, was it our responsibility to remind you to pay your bills?" Keep in mind, I was willing to pay a portion of the outrageously high late fees but simply requested a little leniency due to the circumstances. I calmly maintained my assertion, and asked to speak to the office manager who told me I was being condescending and very randomly told me I needed to leave the premises, further claiming that I was making a scene and embarrassing myself! I was absolutely not making a scene, I've worked in social services for years and know how to maintain my composure while having difficult conversations. However, after a long and stressful day, this really was the last straw. Holding back tears, I angrily asked to speak to the doctor to give him feedback on his rude and disrespectful office staff. I was told he could call me tomorrow since he was in a meeting. I doubled down and said I would wait for him to get out of his meeting. The office manager told me I would need to wait in my car since I was not welcome there (it was 112 degrees outside).
Overall their responses and treatment were scary disproportional to the situation. I've never witnessed such a complete lack of problem resolution skills being applied by an office manager. It was hands down the worst customer service experience of my life. In the end, the doctor told his office manager that she was empowered to waive a portion of the fee and I wrote a check for $160. As I left, I approached one of the staff members and apologized if I was being condescending adding that it was unintentional. The apology was not returned, she just smiled and said, "Thank you for settling your account."
In short, the doctor here is wonderful and if you don't have any problems you won't have any problems. But if you do have a problem and want some basic human compassion and initiative, don't get your hopes up. read more
