The Doctors are fantastic. Read on to find out why only 2 stars given to this practice…read more..
My two boys have been patients of Drs. Renna & Shapiro since they were born. We've also seen Dr. Davis and Nurse Lori as well as other medical staff members. Each one is excellent, and we had been delighted to have them as our boys' doctors over the years.
However... this is now a conglomerate owned practice and the service is nothing short of awful. Here's what happened two days ago on Thursday April 11, 2024....
I called to set appointments for my boys during the mid-morning hours, not overnight after hours. Got Andre in the Philippines who was very hard to understand. Took a while but he eventually found their records. I asked him what age they see patients up to. He responded "Age 23", and we made the appointments for both boys on Friday April 19th, at 3pm and 3:15pm with Dr. Shapiro. We always book together, back to back, since it is a 2 & 1/2 hour roundtrip to go there and back from where we live. We confirmed the appointments and thought we were all set.
10 minutes later my older son tells me that he got a text saying his appointment is on May 3rd with Dr. Renna! (WTH?)
I call back, of course I CANNOT GET THE OFFICE - I get the Philippines again. This time a woman who is even harder to understand. She has no idea who Andre is and can't even find my boys' records in the system. Despite me telling her over and over again that we just booked the appointments 15 minutes earlier!
Finally she finds them and says they ARE booked for the different days. I explain the distance situation, she doesn't seem to care (button pusher / order taker mentality). I ask her to change my older son's appointment back to 3:15pm on April 19th, she says she cannot do that, "They are set now". RIDICULOUS!!
I ask her to connect me directly to the Dr's office, she says "No, I cannot do that."
What the hell has this practice turned into??
You can't even get someone at the office to talk to!
I keep insisting to talk to the office, so she puts me on hold while she calls the office..... she comes back on the line and says, "I spoke to the office and they said I can now transfer you to them."
She transfers me and I get Casey (She) on the phone, she confirms that she is physically in the office. I explain the situation and what is going on. She says "Hold on while I see what happened." She comes back on and says "We cannot see you, we have to cancel both appointments." "What, why?!" I ask.
Her response is that my older boy is 22 and they don't see patients that age. (Never mind that my younger son is only 19, she cancels him too!) I tell her how that is ridiculous, we just booked them 20 minutes ago! I also say to her "Doesn't your practice see patients up until age 23?" She replies "Yes, but your boys haven't been here in a couple of years, so we can't see them. You have to find new Doctors." WTF?!?
I persist, asking "What the time gap has to do with anything. Renna and Shapiro have been their Doctors since they were born! They have never gone to anyone else!"
Casey didn't care. She said "You had a gap in the visits so now we consider them "new patients" and we don't see new patients over the age of 18." WTH!?!?
I reply, "They are not 'new patients', they have been going there since they were born!" We argue over this. I point out "Would you see younger patients if they didn't come for a couple of years?" She replies "Yes", I say "Then there is no difference! What does it matter if they are 9 or 19?! A time gap is a time gap."
She says she will check with the Office Manager. She comes back on and says, "My manager said 'No, you have to find new Doctors. Your boys are new patients because you had a time lapse in visits'."
What bullshit is that!!?? They are not new patients!! They've been going there since birth! If I don't see my Doctor for a long time and then I go see that same Doctor after several years, they do not consider me a new patient!! I relay that bit of logic and wisdom to Casey, she doesn't care.
I ask her to please let me speak to the office manager, she refuses. I ask her again for the office manager or one of the Doctors, she again refuses and says, "You cannot speak to them. You have to find new Doctors somewhere else." And hangs up.
My whole family was stunned.