Let me start by saying the care received was outstanding, the doctors and nurses were wonderful at the Alma School Office. With that said the administration / operation of the business leaves a lot to be desired. Let's Start with making my first appointment, options are online or call. Call me old fashion but I like to talk to people when scheduling an appointment however, this option is all automated with no availability to speak to a person. Next, due to circumstances beyond my control I needed to reschedule my appointment, called again no option to speak to a person. Followed the prompts for rescheduling ended up in a loop with no way to reschedule my appt ended up canceling all together and making a new appointment. As I stated above the appointment was fine, waited a bit longer to see the doctor than I would have liked (30mins) but when I did see her she was attentive and did not push me through the appointment. Now on to the billing department. I spent 3 hours and 38 mins on hold. Started as 9 in the que gave up when reached 3 and it was 6:23 PM. Requested a call back through the press 1 feature. I have no confidence I will get a call back. Regardless of the quality of care I received their customer service at this point is less than 3 but didn't want ding the medical staff. I am all for technology, streaming processes and reducing waste but not at the cost of customer service.
*I realized this page is for the Mesa office however, there is no page for the chandler office. Regardless the back office support is all the same.
Updated 6/5 : Did receive a call back the next day at 5AM IN THE MORNING, went to voice mail obviously. Called back again 16 in the que got frustrated and hung up. Called back later in the day was 9 in que, chose a call back. Again the next Day at 5AM!!! Called back was 1 in que decided to wait, after 30mins opted for the call back. This time no call back. Finally today called and someone actually picked up. She was pleasant and helpful. My issue was resolved quickly. Not sure why the hold times have been 3 plus hours. I did mention to her the call back times and they needed to be more aware of the time zones. She stated it was an auto dial not a person. Once again when advancement in technology is not the most ideal thing or well thought out. I will reiterate once you are able to speak to a person the service is wonderful however, it should not be a full time job to get to that point. read more