In response to the company's public statement, Your response contains contradictions that only strengthen my concerns. You now admit that I presented for a scheduled appointment but was not seen because the doctor had an "emergency." That part is true. However, after sending me away, my insurance was still billed, forcing me to file a secondary opinion request and open an investigation with my insurance company over charges for services I did not receive. If you now claim that no claim was ever submitted, then I welcome that evidence because my insurance records will speak for themselves. More importantly, your response attempts to minimize the fact that I was an existing patient. You state that no examination occurred on that particular day, yet you ignore that I had already been seen at your office before and already had records there. My new optometrist requested those records, which is why I repeatedly asked for them. For over 30 days, I called your office, left voicemails, sent a text message to your customer service number, and physically came to your office four separate times requesting my own medical records. I specifically asked the head doctor to review the security footage because your office falsely documented that I was "unruly and intoxicated." Despite those repeated requests, the doctor never once contacted me directly. When I finally returned after waiting more than a month, I explained that I simply wanted my records and an explanation. Instead of speaking with me, the doctor sent the manager to tell me to leave and promised that my paperwork would be provided within 48 hours. Given that I had already been ignored for over 30 days, I asked twice whether they would actually send the records this time. I asked because every previous promise had resulted in further delay. I did not refuse to cooperate. I was writing down my contact information because the manager requested it and was complying with instructions when the police were called. The claim that I was "disruptive" ignores what was actually happening. The manager repeatedly attempted to prevent me from speaking at a normal volume because another customer could hear me discussing how I had been treated. The concern appeared to be that other patients would hear my experience, not that I posed any threat. Even after promising to provide my records within 48 hours, the office told the responding police officer that I would have to obtain my records through my insurance instead. The officer himself requested my records, and they were still not produced. Your statement also says there was no attempt to improperly withhold my records. Yet the documented timeline speaks for itself: repeated phone calls, text messages, voicemails, multiple in-person visits, over 30 days of waiting, and finally being told to leave while still not receiving the documents I had requested all along. You further deny discrimination. I did not make that allegation casually. My belief is based on the totality of my experience: being sent away, falsely labeled as "unruly and intoxicated," repeatedly ignored by the doctor despite my requests for a review of the security footage, being denied timely access to my records, and having the police called while I was attempting to obtain documents that belonged to me. That pattern is what led me to believe I was treated differently. The head doctor never apologized, never contacted me personally, never explained the false notation in my chart, and never addressed my request to review the footage. Instead, I was repeatedly sent away through staff while my concerns went unanswered. Fortunately, these events are documented through phone records, text messages, insurance records, office visits, and the police report. I have initiated investigations with my insurance carrier and the appropriate authorities and will continue pursuing accountability. I stand by my statements because they reflect exactly what I experienced, and I believe the public deserves to know that experience before choosing this office for their care.
