I am writing to express my disappointment regarding the experience I had during my appointment today. Before my appointment, I asked multiple times what my copay would be after my insurance was processed. Each time, I was told by a staff member that my copay would be **$10**. Based on that information, I proceeded with my appointment. At the end of my visit, I was unexpectedly informed that my balance was $65 explained that I had specifically asked about my copay several times and had been quoted $10. Instead of acknowledging the office's mistake or attempting to resolve the situation, Lynette told me that it was my responsibility to verify my copay with my insurance company. I found that response to be both disappointing and unprofessional. While I understand that insurance benefits can vary, your office provided me with incorrect information multiple times. It is unfair to place the blame on me for relying on the information your staff gave me. This was clearly a miscommunication on your office's part, yet I was made to feel as though I was at fault. I have been a patient with your practice since 2006, and I have never experienced this level of poor customer service. I expected my concerns to be handled with empathy and professionalism rather than being dismissed. Since I was advised to contact my insurance company regarding my copay, I will certainly do so. I will also be sharing the details of my experience with them, including the way this situation was handled. I hope this feedback is taken seriously so that other patients do not experience the same treatment. I would appreciate someone reviewing this incident and following up with me regarding how it will be addressed.
