I am extremely disappointed with my experience at the Reisterstown location. I have been going here for years and have never had any issues until today. My original appointment was scheduled for July 9. Unfortunately, I got a flat tire that day, so I called the office to reschedule. The office gave me a new appointment for July 16 at 2:30 p.m. I even showed the staff my call log confirming that I called the office on July 9 to reschedule. I left work an hour early to make it to my appointment because I value being on time. I arrived about five minutes before my scheduled appointment and checked in. After signing in, I was told I wasn’t in the system. When I asked to speak with a supervisor, I was told that I would have to be considered a walk-in and that it would take several hours before I could be seen. This was very upsetting to hear because I had already left work an hour early to make it to my scheduled appointment, only to be treated as though I didn’t have one. Despite showing my call log proving that I contacted the office on July 9 to reschedule, it didn’t seem to make a difference. I also asked for corporate or upper management contact information so I could address my concerns, but that request was denied. I was also Denied the front desk receptionist name and the supervisor only gave me her first name. I understand that mistakes can happen, but patients deserve professionalism, communication, and respect for their time. After being a patient here for years, I expected much better communication and customer service. Instead, I lost work time, honored my scheduled appointment, and still left without being seen because of what appears to have been an issue with how my appointment was handled. I hope this practice improves its communication and accountability so other patients don’t have a similar experience.
