Very disappointing and unprofessional experience I contacted this office on August 6th to schedule an appointment for my son. During that call, the representative informed me that they also had Saturday appointments, so I asked to move the appointment to Saturday, August 8th. I provided my name, my son’s information, and my insurance information. The representative confirmed the appointment and told me that everything was set. I drove over 30 miles to this office for the appointment. When I arrived, I provided all of my information and completed the required paperwork. However, the representative called me by an unknown name, despite my correct name being clearly listed on the paperwork. I explained that I was not the person she had called and provided both my name and my son’s name, since he was the actual patient. The representative then appeared confused and called someone from the back to discuss the situation. I was then told that I was not on the schedule, although they could supposedly “squeeze us in.” The front desk representative then request for my insurance card, I was then told that the office did not accept my insurance. This was extremely frustrating because I had already provided my insurance information when I scheduled the appointment. If there was an issue with my insurance being accepted, I should have been notified days before and before I drove over 30 miles to the office. No one from the office contacted me prior to the appointment to inform me that they did not accept my insurance. I received an appointment confirmation email, but no one followed up with me regarding any insurance issue. What was also concerning was that the whole situation was discussed in front of other patients, including the fact that I supposedly was not on the schedule and that I would have to pay out of pocket if they saw my son. There was no apology, no effort to privately address the mistake, and no accommodation for the inconvenience. My time was completely wasted. I rearranged my schedule, drove over 30 miles, completed the paperwork, and showed up for an appointment that I had been told was confirmed, only to find out when I arrived that there were apparently issues with both the scheduling and my insurance. Overall, this experience was extremely disappointing. The entire process came across as disorganized and unprofessional, and the way patient information and scheduling issues were handled was concerning. I would not recommend this office based on my experience. I hope management takes this situation seriously and reviews how appointments, insurance verification, and patient information are being handled.
