I’ve been a patient at this office since I was a little girl, and I’m now almost 30 years old. This experience was so disappointing and honestly heartbreaking. I had an appointment scheduled and called hours in advance to cancel due to a family emergency. Weeks later, when I called to reschedule, I was told I would still be charged because it was considered a missed appointment. I explained again that I had a family emergency, and instead of showing any understanding, I was questioned about what happened. I shared that I had to rush a family member to the hospital, and ultimately, I lost that person that same day & I don’t feel that I owe an explanation of what happened that day so I did not mention my family member passing. I was told “it’s not in the notes,” & that itself felt incredibly dismissive and insensitive. No one should be put in a position where they have to relive something that painful just to be heard. I understand policies exist, and I’ve even paid a missed appointment fee in the past without issue. This wasn’t about avoiding responsibility it was about basic compassion and courtesy, especially toward someone who has been a loyal patient for decades. This isn’t really about the fee, it’s about how they handled me as a long time patient during a sensitive situation. This experience changed how I view this office. I hope in the future they choose empathy over strict policy when situations like this arise. Even in the middle of all that was going on I still called to let them know I wouldn’t be able to make it when I could’ve said forget it and not called at all during that time. I will not be back here again.
