I'll do my best to state the facts and allow the story to speak for itself to start rather than insert my opinion. I'll follow that with my thoughts.
Facts:
The ability to make an appointment was fair and straightforward; I made an 8 am appointment for Nov. 13, 2013, due to a very busy and demanding work schedule. Wart treatment is usually executed very quickly, so I was hopeful for a very fast and efficient appointment. I arrived punctually at 8, and the door was locked. Around 8:10, the door was opened and I began filling out paperwork right away. Several staff came in as I was doing this (including the assistant that would eventually see me), and I was done with paperwork by 8:15ish. I sat alone for the next half hour. No other patients came in, there were no other appointments, but I sat up to my breaking point. As 8:45 passed, I mentally told myself I'd leave if we got to 8:50. A few minutes later, I was called back.
I explained the 2 warts I had, and the doctor left to get the equipment (the freezing can I'm sure we're all familiar with). She returned a moment later with the bottle and said the tip of it was broken off, but that a new one was on order and that treatment could still take place today. This is where I made my critical mistake: I believed her, and I didn't walk out. A small funnel (similar to the cap that goes on the end of the equipment used to look in and examine one's ears) was placed on my warts, and this was used to catch and direct the spray that was going everywhere. To help exemplify how ridiculous this really became, the doctor froze a part of her own hand in the process... I left very disappointed, and I, understandably, did not respond to the prompt to schedule a follow-up appointment two weeks later.
I received a bill ($400 total, $200 after insurance support) about a month or so later. I was astonished. I suppose part of me naively believed that, knowing the level and type of service given, no one could possibly charge someone for such lackluster treatment. Apparently I was wrong. I called the billing agency (as billing was not handled by the practice directly), and I politely offered feedback about my experience and questioned the charge in light of the treatment I received during my visit. The woman was so comforting, and she said my feedback was valid and that she'd reach out to the doctor asking her to reconsider given the circumstances. Brilliant customer service.
About a month later, mid Feb. I got a call back from the doctor. Unfortunately I was on a business trip at the time and was unable to take the call at that moment. I outlined a time that I'd be available later that day, and she said she'd call back. She did not, so I called a few days later and left a message. Another month went by, and a repeat bill was sent. Because of that, I spoke to the woman at the billing agency again letting her know that I'd heard from the doctor, but had not had a call back. She said she'd reach out directly again. Last week, April 1 (many weeks later, and nearly 5 months after my initial appointment), the doctor called me back. She was very short with me, generally rude, and she stood by the charges. I must say that she "apologized," but this was given more as a formality rather than a genuine feeling. Her tone was abrupt, she never considered for a second my position much less reconsidering the charge, and she offered nothing except criticism of my failure to schedule a follow-up appointment in response to the treatment given. I said I was open to paying the charges if that's what she felt good about, and I was about to make a final point when she hung up on me. I called back right away, attempting to give the benefit of the doubt and considering that we may have simply been disconnected since I was on my cell. A rude and flippant office aid did not reconnect me with the doctor but took my message (which took a decidedly different tone but explained that I was simply not finished with everything I'd like to say, and now I was less inclined to pay after being hung up on). I have not heard from the doctor since; this call was also never returned.
Opinion:
It's now April 9, 2014, and I just paid the bill. I sacrificed $200 to line the pockets of this pitiful practice, and it makes me very sad to have done this, but thankfully I'm done with them. The time and attention wasted on this process is at this point worth much more than $200, so in light of this, I decided to stop wasting focus on this issue. I also did not want to be taken to a collection agency, which I feared given how rude, insensitive, and uncooperative this doctor is. I work in a business based on service and loyalty, and behaving like this is simply not acceptable. Consider your own car as an example. You take the car in for service; it needs a new part. You pay for the installation and when you get the car back they say, “Hey the part we installed didn’t have the right connector, but to get you back on the road we taped it up and went for it anyway.” Ok... You take the car home, and it doesn't function the next day. You return to the service center and ask for a repair with a working piece of equipment; they say it will be an additional $xyz to do this repair, and that no refund on the original work will even be considered. Would a logical person not be baffled by this behavior!? The work should have been performed correctly the first time. This isn't asking for the moon or being unreasonable, this would be an example of someone simply asking to receive a basic level of service and respect.
I did not get either at Nelson dermatology. The service was simply not performed in a manner that was appropriate, and then the questions I had about the charge were either not answered or were addressed by a very rude and curt doctor or office aid. This heaps insult upon injury (almost literally in this case).
To say I will not be returning to this practice is a given. The procedure was unacceptable, and the service was even worse. It was an awful experience from beginning to end. Time, energy, and money were all completely wasted; it is a total shame. Please do not visit, recommend, or even consider Nelson dermatology for any of your needs.
What was auto-drafted by this website:
They never update their equipment. I was scared something was going to break or hurt me. They weren't friendly at all which was really off-putting. They were extremely rude and impolite. Their staff was not friendly in the least; I really didn't feel welcome there. I would never recommend this doctor to anyone. They are completely inadequate. Their office was mostly well organized and clean. I could tell they took time making sure it was presentable.
by John S.
xxx.xxx.47.11
April 09, 2014
