I cannot comment on the medical care at this practice because I was never given the opportunity to attend my appointment, which I had scheduled a month in advance. However, I can confidently say that the front desk experience was among the worst I have ever encountered. I provided my PPO insurance details well ahead of time over the phone, and I was explicitly told that they were in network. For context, my insurance is a premium plan through a leading global technology company headquartered in San Diego, so it is comprehensive and widely accepted. Despite this, when I arrived, the reception staff made an assumption based on the logo on my insurance card and immediately concluded—without properly verifying in their system—that my coverage would not apply. On that basis, they effectively turned me away without making any reasonable effort to confirm the information. About 10 minutes later, while I was already on my way home and on the phone with my employer’s concierge service, I received a voicemail from the office stating they were “surprised” to discover that my insurance actually did cover them. Rather than taking responsibility, they implied the issue was due to me “leaving,” when in reality I was dismissed without proper verification. So yes, I left—and you lost a patient. If the business owner or leadership team reads this, I strongly recommend reviewing the quality of customer service provided by front-line staff. The lack of diligence, accountability, and professionalism is unacceptable and reflects poorly on the practice. I will be taking my care elsewhere—happily choosing Scripps going forward.
