Poor Customer Service
Update 3/19/26 - The director responded via email saying they have corrected the insurance issue on their online system. They have also added phone support for those having issues or for those that choose not to use the online system. Lastly, they are changing their voice mail message to reflect a more responsive follow up time frame. This was all an appropriate response. Original complaint 3/17/26 - I was referred to their facility. I called to schedule an appointment and was told I had to do it online. I complied, created an account, and entered my primary, secondary, and credit card information. When attempting to schedule my initial appointment, their online system proved fundamentally broken. After selecting a date and time, the system demanded insurance information which was already input. The page offered to select existing insurance or add new, but only the 'add new' option was functional, and it refused to accept the data I entered. When I called for assistance with their dysfunctional online portal, the person who answered the phone was immediately surly, dismissive, and completely unhelpful. I was coldly told that I *had* to input the information before any help could be offered. I explained the issue—that I was calling *because* I could not input the information—and was met with argument. After stating I would take my business elsewhere, the representative replied with a simple, uncaring 'okay' and hung up. This person displayed a shocking and unprofessional lack of concern for a prospective patient. I have run large businesses; if that receptionist had worked for me, they would be summarily and instantly fired. Their operation's customer service is an absolute disgrace, leaving essentially everything to be desired. Furthermore, upon initial contact, their voicemail system brazenly states that calls will be returned in 3 or 4 days. This abysmal level of non-service, coupled with the refusal to assist a patient struggling with their broken online-only appointment system, is unacceptable. What about those without a computer or who run into predictable technical problems? Their only response is essentially to tell people to 'just go somewhere else.' This is a complaint about deeply flawed operational policy and utterly horrific staff conduct.
By Mark