I am writing to formally complain about a deeply troubling experience during my mother's…read moreappointment today.
My mother is 85 years old, handicapped, and has significant difficulty walking even with a walker. She was scheduled for a denture adjustment appointment at 12:50 PM. At approximately 11:00 AM, I received both a text message and a phone call from your office instructing me to bring my mother through the back entrance so she would not have to walk a long distance.
When we arrived, the back door was locked. There was no bell, no signage, and no way to alert staff. It was extremely cold and windy. I attempted to call the main office line multiple times, but no one answered. We waited outside for over five minutes, during which time I could not safely leave my mother standing, as she was at risk of falling.
Eventually, a staff member named Melissa opened the door while taking out the trash. She refused to let us enter and repeatedly told us to go to the front entrance, stating that staff "do not work in the back." I calmly and respectfully explained multiple times that your front desk had specifically instructed us to use the back entrance and showed her the text message confirming this. Despite this, she refused to assist us, refused to contact the front desk, and continued questioning me in a confrontational manner rather than helping an elderly disabled patient out of the cold.
After several minutes of unnecessary argument, I stated I would take my mother back to the car and go to the front desk myself. Only then did Melissa say my mother could come inside and sit in the waiting area.
Shortly afterward, another staff member, Holly, became involved. Instead of addressing the situation or acknowledging the failure in handling a disabled patient, she immediately defended Melissa. At no point did either staff member acknowledge that my mother's safety and comfort should have been the priority.
This situation reflects a serious failure in basic customer service, communication, and care for elderly and handicapped patients. At minimum, my mother should have been immediately allowed inside and seated while staff clarified any internal confusion.
I expect better treatment for vulnerable patients and hope this matter is taken seriously, and not question patients like some legal experts!
I AM TOTALLY SHOCKED THAT I GOT A LETTER FROM CHRISTINE THE OFFICE MANAGER THAT THEY WILL NOT BE PROVIDING SERVICES TO ME ANYMORE, EVEN THOUGH THEY MISTREATED ME AND MY HANDICAP MOTHER, ABSOLUTELY UNBELIEVABLE! GREAT CUSTOMER SERVICE, BY NOT ADMITTING THEIR FAULT!
