My wife and I recently tried to become new patients at this office, and unfortunately, our experience before we could even schedule an appointment was extremely disappointing. When my wife called to schedule appointments for both of us, the receptionist told her she needed to place her on hold while she verified our insurance. My wife remained on hold for over 38 minutes, and no one ever returned to the line. There was no explanation, no apology, and no follow-up. After waiting that long, I called the office myself to ask what had happened. I explained that my wife had been left on hold for over half an hour and that, because of the poor customer service, we were no longer interested in becoming patients and would be leaving a review. What I found especially concerning was that a few hours later, the same office called my wife. The reason this stood out is because my wife had never given them her phone number during the call before being placed on hold. That told us the office knew exactly who had been waiting all that time but never bothered to return to the line or call back with an explanation. Even when they called back, no voicemail was left. This wasn't an isolated incident. The day before, I had called to ask whether they accepted my insurance and was told they did. I called back shortly afterward with another question, but no one answered. I tried again later that day and still received no answer. Based on our experience, it felt as though calls were being selectively answered, which left us with an uncomfortable impression. I can't say for certain why we were treated this way, and I don't want to accuse anyone of something I cannot prove. However, the combination of these experiences left my wife and me feeling unwelcome and questioning whether we were being treated differently. Regardless of the reason, this is not the level of professionalism or customer service we expect from a medical office. Everyone deserves to be treated with respect and courtesy, especially when seeking healthcare. Unfortunately, based on our experience, we decided to take our business elsewhere.
