NeuroSpine and Pain Center of Key West - Key West, Florida

Jeanie G.

First appointment was great. Felt comfortable and like they care. Second appointment totally different. They don’t care. I verified where I needed to go over the phone SPECIFICALLY because they have more than one location and I’d been to the wrong one before. Was told yes it IS the building they said. and then 20 minutes after my appointment time and after I had physically check in, they told me no it was the other building and they can’t see me until an inconvenient time later or next week. AND acted like it was my fault. Mistakes happen but this was too big to be acceptable. It should have been addressed the second I checked in 15 minutes before my scheduled appointment at the building I was told to go to.

As I was waiting for a resolution another man came in that they did the same thing to. I will avoid in the future and don’t recommend if you value your time.

kacia L.

Love these guys! Have taken amazing care of me always, Dr. Schnapp and his staff are all truly amazing people. If you’re in need of a neuro, these are your people!

Amy C.

I absolutely love the people who work here. My mom is always treated so nice. She has very restricted income and they help us so much. Thank you everyone that works there and to Dr Cecil.

Kathleen L.

On March 13th, I received a phone call from this office wanting to know if I’d like to come in earlier for my appt., which was originally scheduled for Wednesday, March 20th. Unfortunately, due to my work schedule, I was unable to accommodate their early request.

On March 19th, the day before my appt., I received an email stating to please call the office because they had to cancel my appt. for injections on the 20th.

When I called to inquire why, they said they did not have the injections at the office because they were “hacked.”

First some background.

This is not the first time this office has cancelled my injection appt. due to not having the injections. I am now 6 months overdue for my migraine treatment which should be done every 3 months.

Secondly, they *did* have my injections the week prior when they wanted me to come in early, right?

Thirdly, the way this works is, the office has to put a claim into my insurance company, who has to approve the injections. They do. Then a specialty pharmacy sends the medication to the office on my behalf after the insurance has been billed.

So to summarize what is happening here based on the conversation I had with the woman at the front desk, they HAD the medication a week prior to my appointment and now they don’t. That means, a claim was made to my insurance company and now they don’t have my medication. What happened to it? I’m pretty sure this is insurance fraud. Are they not labeling medications that arrive for each client and just using the injections for whatever client is scheduled next and expecting more medications to be in stock for the next client?

This is firstly, my largest complaint and I will most definitely be logging into my insurance and looking at my EOBs to see what was processed. If I should find any claims sent on my behalf by this office, I am sending this to be investigated further.

The second largest complaint I have is that the receptionist claimed the reason they didn’t have the medication the second time is because they were, and I quote, “hacked.”

If your system was hacked and any of my public health information (PHI) was compromised in that process, I should have been notified immediately and I was not. The more I questioned this, the more the receptionist said “I don’t know.” I asked to speak with a manager who might know because I was obviously concerned.

The manager apparently refused to speak with me and the receptionist said Amanda, my provider, would call me the next day and explain the situation.

I have never had an issue with Amanda. In fact, her care has been decent and I always wondered why she was in this office. I know what they pay PAs down here and it is practically pennies in comparison to more northern states. Regardless, I appreciate her care.

I am however, still waiting for her call one week later on 3/27/24.

Lastly, I owe copays from previous injections. I got a statement in the mail and I had planned on paying at my next appointment so I ALSO have questions on how I can take care of my bill now that my appointment was canceled AGAIN.

And.. will I be rescheduled? Soon? Is the system hacked for good? What is even happening over there? It’s bad enough that I have to take 3 hours off of work for an appt. because you have to spend 2 hours just waiting in the waiting room to be called.

At the very least, this office could communicate 1. With each other and 2. With their patients clearly and effectively to avoid instances like these.

Just asking for a little help over here.
I’m best reached by my email, which you guys obviously have.

Thanks.
Katie

Paul W.

I’m only in Florida 4 months out the year. I normally get my 3 month injections in Pennsylvania. This is the 2nd year that I tried to get my Botox injection for my migraines at the Key West location. After seeing them in December to line up my injection in February I was ASSURED that they would have Botox for my appointment. I was told the day before my February appointment that they didn’t have Botox available and they MIGHT get some in April. This is the second year that this happened with no explanation on why they didn’t have Botox for the month of March. It borders on fraud. After paying for the consultation they don’t deliver on their promises with no good explanation. Trying to get thru to anyone on the phone is almost impossible. The bright spot of this office is Lidian at the front desk and Amanda. If you’re seeking a dependable practice for your issues this isn’t it. I will never go to this practice again.

Jassy L.

Dr. Ruben, is the best Dr, I have seen in a long time, very attentive, concerned about his patient, and with impressive knowledge, after ten months with unbearable pain in my waist and my neck, in a single consultation, Today I woke up without any pain. Thank you Dr. Ruben Schwartz, may life fill you and your family with blessings. Jassy.

Scott H.

I don't like doing reviews like this. If you look over all my reviews I do my best to give positive reviews. But i can't let this one go. Back in 2018 I went in and received a shot in my shoulder. After the visit, I never heard another word from them. Now 2023, I needed to see them for a different issue. Called to make an appointment. Only appointment open was 2 1/2 months later. SO I wait. Last week was that time. I show up and then told that they needed to reschedule because doctor was not in, and that they "had called me the week before" but I never got a call. SO reschedule for this week. I show up 30 minutes before my time, and wait. After an hour of waiting the very rude girl at front desk calls me up and said I owed over $400 for the visit from 2018, and that the doctor would not see me unless I paid it. I asked if it had been sent to insurance at the time of visit? She said "All I know is this was the charge and what you owe, and he will not see you until you pay" One over $400 for a shot? and two why didn't I ever get a bill. I don't trust these people anymore.

L V.

Excellent center works like a well oiled machine from the front desk to the nurses and physician and nursing assistants I was treated professionally. Dr Hatgis is a kind and knoweldgable doctor who is trying to help his patients.