Imani L.
1/5
I don't normally write reviews, good or bad. However, I had to take the time to write this today. The customer service this morning was extremely poor. I don't visit the office often, however, whenever I do, I have never been treated like this.
I went in for routine blood work, I mistakenly told the specialist that I no longer had florida blue but the new insurance was on file. After finishing up, she gave me the ok to leave. I was finishing up a business call in the lobby since it was empty when a young lady approached me angrily saying something about insurance. I held up my finger telling her I will be with her shortly, however, she insisted on speaking to me while I was speaking to the person on the phone. At the top of her voice, she is like "the specialist need your insurance information to finish up her paperwork", and with a great amount of attitude. This time I very politely told her to give me a minute and I will address the issue when I was off the phone (which was 2 minutes at most). She was like "no, the lady cannot wait or she will be backed up on her paperwork". As a reminder, I was the only one in the lobby. I proceeded to ignore her and finish the conversation as I was getting confused speaking to 2 people at once. She continued to say that the specialist will cancel the procedure if I don't address it right away! Reminding that although i made a mistake, a valid insurance in on file. To which i told her to go ahead.
After finishing the conversation, I ask to speak to a supervisor. To which she replied, I am the supervisor infort of all the other workers. I asked to speak to her supervisor and when the supervisor came she apologized. However, I got the feeling like I was being blamed for that happened because I mistakenly told the specialist that I did not have florida blue when they confirmed even before approaching me that I had a valid insurance on file. The supervisor was trying to explain why they insist on having the correct information and I understood, but I don't think it was done in a professional based on the tone and especially infront of her subordinates. I was trying to get her to understand that even if I made a mistake, the way the young lady dealt with the situation was very rude and unprofessional. To wish she told me I am not getting any more apology. I then realized why the young lady felt the need to behave the way she did and lie about her position. I don't solicit apologies since I know that the majority of the time they are not genuine. What I wanted to see (in her actions) was empathy and the realization that some coaching work is needed to improve the way patients are spoken to.
I changed my doctor a couple years ago, even though I did not want to but I felt that these establishments believe that we have limited choices. I like stability and I like Dr. Hashes, I believe that I have been a good patient so far. However, this experience left me with a bad taste and I don't even feel like going back there. I do believe in second chances so time will tell. I don't have any issues with these young ladies, I just hope they realize that the service they want when they do business with others, is the same service they should give.
Customer Service is an important attribute to any business no matter how indispensable you are, it can still make or break your organization so be careful who you place at the front.
Update
ABSOLUTELY NOT TRUE. I take attacks on my character very seriously. I would like to see that video and will come on here and apologize if I was in the wrong. But I bet it will never happen since you claim that your staff was professional. It is clear to me now what the culture of that establishment is. Your staff was rude and disrespectful to me, so clearly I was UPSET, I was not disrespectful to anyone or violent. We need to review these videos together.
Also, I was told to leave after my bloodwork, so my being on my phone when i was confronted was not on my appointment time. There was no insurance issue either, a valid insurance was on file.
