I chose this office because of the positive reviews, but my experience has been one of the most…read morefrustrating healthcare experiences I have had in a long time.
I was seen in February for an exam, X-rays, photographs, scans, and treatment planning. After receiving a costly treatment plan, I called to ask whether treatment could be broken into phases because I could not afford everything at once. I was told I would get a call back after she consulted the doctor. I never received a response.
Over the following months, I made multiple attempts to obtain information about my treatment plan, requested callbacks, and requested copies of my records. I was repeatedly told someone would contact me or my requested information would be emailed to me that day and neither happened.
Most recently, I called and was told someone would call me back yet again. When I asked whether they even had my contact information to do so, the receptionist responded, "Oh, no," and then asked for my phone number. When I asked for an estimated return call time or when I should call back if I still had not heard back, I was told 30-40 minutes. An hour had passed before I had to call them again.
When I called again and explained that I would be coming into the office in person because I was tired of being ignored and wanted a complete copy of my records. I was again told that someone would need to call me back. I explained that I had already been told that and had not received a call.
I then asked the receptionist to confirm the office closing time was 6:30. Her response was, "I think so." When I asked her to verify when the office actually closed, I was placed on hold. Miraculously, within moments, the person I had been waiting to hear from all day suddenly became available and took over the call.
During that conversation, I was told that updated estimates had been submitted to my insurance and that treatment would need to be phased anyway due to insurance limitations. This was information I had been trying to obtain for months. I explained that at this point I was not calling about estimates. I was calling because I wanted my complete medical records.
I was then told that nobody else in the office would know how to obtain my records and that I should wait until the next day. After months of unanswered questions, no callbacks, and failed follow-up, I declined and stated that I would still be coming in person. Only then was I told that my records could be emailed "right away."
Nearly an hour later, I finally received an email containing what appeared to be a copy-and-pasted chart note and embedded images of my X-rays. Despite specifically requesting a complete copy of my records, the materials sent were incomplete. The chart note references photographs, scans, treatment planning information, and communications that were not included in what I received.
Even more concerning, the chart note indicates that information regarding treatment options was emailed to me after my appointment. I have never received any such communication from this office after my February visit.
My biggest issue is not the diagnosis or treatment recommendations. It is the complete lack of communication, follow-through, accountability, and customer service. Every question, callback request, records request, and clarification required repeated effort on my part. At no point did I feel that anyone was proactively trying to help me.
At this point I will be obtaining my records in person, filing a complaint with my insurance, and seeking care elsewhere.
Patients should not have to spend months chasing basic information about their own treatment, insurance estimates, and medical records.
Based on my experience, I cannot recommend this office.
