While I found both Anne Lucas and Dr. Robert Galak to be exceptional practioners in their fields, I am more than disappointed in the treatment by their staff. I called to cancel an appointment more than a week in advance and the receptionist "does not remember" the conversation, so I was charged $150 for a missed appointment. I talked to Nancy who was willing to reduce the charge to $85 but not to over-write it.instead, she called and left me a voicemail in which she insinuated that I was lying because her receptionist is trustworthy and everything in their office is automated, so it wasn't possible that there was an error on their end (which is not true - the office is VERY low tech, actually).
When I escalated the issue, I was referred to Roseanne, the office manager. Having worked myself in customer service for years, I found the discussion with her was truly an unbelievable experience. She was rude, condescending, also insinuated I was a liar, made comments that were specific to my diagnosis (which I considered VERY inappropriate considering that she is not a mental health practitioner) and refused to give me the benefit of the doubt. Just like Nancy she immediately came to the defense of the receptionist and woulod absolutely not acknowledge the possibility that the error was on their end.
After the unsatisfying conversation, I received a final bill with a notice stating that their office had done everything they could to work with me and that if they didn't receive payment within 10 days I'd be sent to collections. And also that I was not welcome back in the clinic for additional appointments unless the bill was paid (plus randomly assigned late fees) within the 10 day period.
Today I was asked by a colleague if I would recommend this clinic and I said absolutely not, after the way I was treated by the staff. I don't understand why anyone would want to run their business this way - especially a business that likely runs off of referrals. Evidently they make enough by charging exorbitant fees and sending folks to collections that they don't need repeat business or referrals of new patients.
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