If you value maintaining deep, long-term relationships with your doctors and their staff, this may not be the right place for you. Dr. Rogers has always been excellent to our family, and our family had been patients for almost 3 years (if not longer). Unfortunately, our final experience changed our perception of the practice. My husband missed an appointment and received a call that he'd be charged the $75 no show fee per the policy. That's fine, policy is policy. He was busy and informed Britney over the phone that he'd call back with a card to charge it. Rather than provide him the opportunity to call back, she Immediately charged my card on file. When I called to to ask why my card was charged, she said it was because he never gave her a card to charge. Did she provide him the opportunity to call back like he said he would? No. did she inform she'd charge the card on file if he didn't call back in X minutes? No. She pointed to the policy to back up her actions. She was just very unnecessarily rude and dismissive.
This review is not about a missed appointment fee, we understand policies exist and accept responsibility when appointments are missed. The way the situation was handled felt unnecessarily adversarial. Britney was dismissive, argumentative, and showed little concern for maintaining a positive relationship with long-term patients. What was most surprising was how quickly the practice (Dr. Rodgers) seemed willing to lose an entire family's business over a single incident - didn't even say "how can I make things right or how can I retain you and your family's business", etc. Good patient service isn't tested when everything goes right, it's tested when problems arise. Sadly, this experience left us feeling unwelcome and not valued, and we chose to take our family's care elsewhere. But it's fine, Dr. Rodgers says she has a waitlist of 11 patients looking to get in, so I am glad we opened the door for five more patients that need eye care in Boerne.
