The Pain Center of Arizona

I am handicapped and recently moved to Precott Valley I had difficulty finding a physician that accepted my insurance I was subsequently referred to the Pain Center of Arizona and told that they would contact me about setting up an appt After a week I called them and they told me that they had never received the referral, so I had that sent again I called them again and they told me that the doctor wouldn't see me without my patient records being forwarded I requested this and then called them a couple of days later, and they claimed they hadn't received it I requested that it be sent again I then called and was set up for appt When I went in I saw a doctor that was "all talk and no listen." I would characterize his communication style as being halfway to between a machine and a used car sales man He proceeded to discontinue a pain medication that works for me, substituting one that is barely more than a placebo, added a topical cream and a muscle relaxer (that unfortunately had to be preapproved by my insurance.) Frankly I don't consider this much a plan for galloping arthritis combined with a hip injury Apparently these people are administratively incompetent and call themselves the "pain" center so that they can make sure you remain in pain and keep coming back.! A truly shabby way to do business

Mr [redacted] was seen and treated in our clinic during his initial evaluation on November 18, with follow up treatment on December 15, Prior to the patient's appointment, his insurance was verified noting the patient has a $co-pay for his visit The Pain Center of Arizona does not offer free consultation This has never been a policy of the Pain Center of Arizona.This has been reviewed by several staff members at The Pain Center of Arizona with the patient The charges stand and are due by the patient.Please let me know if you have any further questions.thank you [redacted] Director of Administrative Operations

Dear BBB Representative,Thank you for the opportunity of addressing our patient's concerns. I had left you a voice message on September 4'h that I had just received your letter and would need an extension. Idid not hear back from your office. The response follows.On July 31, 2015 patient... arrived at 10:30am for his scheduled 10:45pm procedure appointment. The office was running slightly behind due to computer issues. Our charts are electronic and all patient information is stored in the electronic medical records system. We are indeed sorry for this delay.Mr. [redacted] was escorted to exam room and preliminary vitals and questions were addressed prior to patient seeing [redacted] at 11:30am. The patient has had previous injections without sedation, however, on July 31" he seemed more sensitive to the pain and injection. Dr. Jones did recommend that next• injection be performed under conscious sedation for the comfort of the patient and he was scheduled on August 21" for the injection with sedation .. We were somewhat running behind, however, [redacted] and the staff worked through lunch to accommodate all patients scheduled that morning. They did not rush their services, instead, extended the time so they could take care of each patient with the appropriate time needed for safe patient care.Patient was scheduled on August 21, 2015 for an injection with sedation and was instructed to come in at 10:00am for his 10:30arn scheduled injection. On that day, we do apologize, due to a new staff member at the front desk, Mr. [redacted] 's name was lost and he was forgotten in the process. Had we been alerted sooner by the patient, we would have rectified the issue immediately and brought **. • [redacted] back for his injection. Unfortunately, [redacted] became very irate, banging his cane and was verbally abusive. For the safety of our staff and other patients, he was escorted out.We have not billed his insurance for the 8/21/15 visit as it never occurred. We have implemented a system of checks and balances as well as re-educated the check in desk as to verifying that all patients are checked in and not forgotten. We have also reminded the rooming medical assistants to follow thes chedule closely to indicate who has arrived, checked in and read{to be roomed. Again, we sincerely apologize for any Inconvenience this has caused Mr. [redacted] .

The Pain Center does not have a "***" as a customer representative, possibly she works for the collection agencyTPC does not record their calls If you have any information regarding "***" i.e.; call back number, I would be happy to contact her to determine what recorded call she is referring to.thank you

We are responding to complaint ID *** We have contacted our patient, and through our intervention with Lytle Anesthia, this balance has been resolved Patient thanked me for our assistance Should you need any additional information, please contact me.Thank you,
*** ***Director of Patient RelationsTHE PAIN CENTER OF ARIZONA

I was a model patient for many years hereI put up with a lot of nonsense and forced money making "treatments " in order to continue getting my medication that allowed me to have a decent quality of lifeThe doctors didn't seem to care and the whole climate was one of indifference But I put up with it until todayWithout any prior notice they dropped me down in both the amount of and the quality of my medication I am disabled by this injury and took my husband in to plead my case The waiting room was empty and I suspect with the new " business model" will continue to beIt is awful there and they will leaving you in pain

Dear Revdex.com Representative,Thank you for the opportunity of addressing our patient's concerns. I had left you a voice message on September 4'h that I had just received your letter and would need an extension.  Idid not hear back from your office. The response follows.On July 31,...

2015 patient arrived at 10:30am for his scheduled 10:45pm procedure appointment. The office was running slightly behind due to computer issues. Our charts are electronic and all patient information is stored in the electronic medical records system. We are indeed sorry for this delay.Mr. [redacted] was escorted to exam room and preliminary vitals and questions were addressed prior to patient seeing [redacted] at 11:30am. The patient has had previous injections without sedation, however, on July 31" he seemed more sensitive to the pain and injection.  Dr. Jones did recommend that next• injection be performed under conscious sedation for the comfort of the patient and he was scheduled  on August  21" for the injection with sedation .. We were somewhat  running behind, however, [redacted] and the staff worked through lunch to accommodate  all patients scheduled that morning.  They did not rush their services, instead, extended the time so they could take care of each patient with the appropriate time needed for safe patient care.Patient was scheduled on August 21, 2015 for an injection with sedation and was instructed to come in at 10:00am for his 10:30arn scheduled injection.  On that day, we do apologize, due to a new staff member at the front desk, Mr. [redacted]'s name was lost and he was forgotten in the process. Had we been alerted sooner by the patient, we would have rectified the issue immediately and brought **. • [redacted] back for his injection.  Unfortunately, [redacted] became very irate, banging his cane and was verbally abusive. For the safety of our staff and other patients, he was escorted out.We have not billed his insurance for the 8/21/15 visit as it never occurred. We have implemented a system of checks and balances as well as re-educated the check in desk as to verifying that all patients are checked in and not forgotten. We have also reminded the rooming medical assistants to follow thes chedule closely to indicate who has arrived, checked in and read{to be roomed.  Again, we sincerely apologize for any Inconvenience this has caused Mr. [redacted].

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I had several collection calls from staff members not sure what her comment "review" references. As stated in my complaint, customer advocate [redacted], said she would listen to initial phone solicitation where I was told  that the consultation would be free. She never called back. Perhaps you Ms. [redacted] will have the courage to listen to that call.Regards,[redacted]

Mr. [redacted] was seen and treated in our clinic during his initial evaluation on November 18, 2014 with  follow up treatment on December 15, 2014.  Prior to the patient's appointment, his insurance was verified noting the patient has a $75 co-pay for his visit.  The Pain...

Center of Arizona does not offer free consultation.  This has never been a policy of the Pain Center of Arizona.This has been reviewed by several staff members at The Pain Center of Arizona with the patient.  The charges stand and are due by the patient.Please let me know if you have any further questions.thank you[redacted]Director of Administrative Operations

I am handicapped and recently moved to Precott Valley. I had difficulty finding a physician that accepted my insurance. I was subsequently referred to the Pain Center of Arizona and told that they would contact me about setting up an appt. After a week I called them and they told me that they had never received the referral, so I had that sent again. I called them again and they told me that the doctor wouldn't see me without my patient records being forwarded. I requested this and then called them a couple of days later, and they claimed they hadn't received it. I requested that it be sent again. I then called and was set up for appt. When I went in I saw a doctor that was "all talk and no listen." I would characterize his communication style as being halfway to between a machine and a used car sales man. He proceeded to discontinue a pain medication that works for me, substituting one that is barely more than a placebo, added a topical cream and a muscle relaxer (that unfortunately had to be preapproved by my insurance.) Frankly I don't consider this much a plan for galloping arthritis combined with a hip injury. Apparently these people are administratively incompetent and call themselves the "pain" center so that they can make sure you remain in pain and keep coming back.! A truly shabby way to do business.

This place is a zoo. The front desk employees do not assist the patients that do not have computer skills. When you arrive you are given a form with a sign in number then directed to a kiosk. While there with my mother I over heard a patient advise the front desk she did not know how to work on the kiosk. The employee advised her to try. Needless to say I assisted her.
As well I had set up an appointment. But when we arrived they said they did not have an appointment set up for her. And she would need to reschedule. Needless to say I was not going to allow there mistake to hinder ny day. We were seen after demanding to be seen. The doctors are great, but how good is a doctor if the team reflect the attitude " I don't care!"

Dear Revdex.com Representative,Thank you for the opportunity of addressing our patient's concerns. I had left you a voice message on September 4'h that I had just received your letter and would need an extension.  Idid not hear back from your office. The response follows.On July 31, 2015 patient...

arrived at 10:30am for his scheduled 10:45pm procedure appointment. The office was running slightly behind due to computer issues. Our charts are electronic and all patient information is stored in the electronic medical records system. We are indeed sorry for this delay.Mr. [redacted] was escorted to exam room and preliminary vitals and questions were addressed prior to patient seeing [redacted] at 11:30am. The patient has had previous injections without sedation, however, on July 31" he seemed more sensitive to the pain and injection.  Dr. Jones did recommend that next• injection be performed under conscious sedation for the comfort of the patient and he was scheduled  on August  21" for the injection with sedation .. We were somewhat  running behind, however, [redacted] and the staff worked through lunch to accommodate  all patients scheduled that morning.  They did not rush their services, instead, extended the time so they could take care of each patient with the appropriate time needed for safe patient care.Patient was scheduled on August 21, 2015 for an injection with sedation and was instructed to come in at 10:00am for his 10:30arn scheduled injection.  On that day, we do apologize, due to a new staff member at the front desk, Mr. [redacted]'s name was lost and he was forgotten in the process. Had we been alerted sooner by the patient, we would have rectified the issue immediately and brought **. • [redacted] back for his injection.  Unfortunately, [redacted] became very irate, banging his cane and was verbally abusive. For the safety of our staff and other patients, he was escorted out.We have not billed his insurance for the 8/21/15 visit as it never occurred. We have implemented a system of checks and balances as well as re-educated the check in desk as to verifying that all patients are checked in and not forgotten. We have also reminded the rooming medical assistants to follow thes chedule closely to indicate who has arrived, checked in and read{to be roomed.  Again, we sincerely apologize for any Inconvenience this has caused Mr. [redacted].

Absolutely worse experience ever! I have been in the customer service industry for the better part of my adult life, and the service I received today was anything but. So bad, that I will be contacting attorney's for possible legal ramifications. Came in this morning (from Prescott Valley, a 30 minute drive) for an 11:15am appointment, an appointment I received a confirmation email for just 3 days ago, only to be told my appointment had been moved to 6/1. I asked if they had every planned on letting me know this? Frustrated that after more than a month of horrible back pain while waiting for this appointment, I now found myself with another appointment date I neither scheduled or agreed to, while the lady just asked, "well do you want me to write down your new appointment time?". I advised her no, that I wouldn't be coming back for another appointment, I was scheduled for today. I stated that this was B.S. (literally stating the letters) when another older woman approached and advised me I didn't need to use profanity. I said B.S. is not profanity, "Yes it is" she said. No it isn't, not on any planet! What's the problem she said. Really... You didn't just hear everything that happened (She was standing approximately 3 feet behind us the whole time, leering over). Yes I did, she answered. Then you know what the problem is. Well we've been having issues with our scheduling this week, ok, that's not my issue. Then she stared at me intently. I never agreed to an appointment for 6/1. I'd like to know who scheduled me for it. Oh, well we have a service... I told her this was horrible, as was her customer service, and the holier than thou way she approached me, she advised me I needed to seek treatment elsewhere. I said absolutely!
I will be looking into legal action against your clinic and will be reporting this incident to the Revdex.com, along with every social media rating system I can think of. I can honestly say I've never been treated so poorly in my life and am incredibly upset right now. So thank you, for giving me something to do with my time!
Regards,
[redacted]

Please know that we submitted this response on April 21, 2017. This has been resolved and the patient's balance is zero. Please confirm receipt of this response so we know you have closed this complaint with a resolution. We have contacted Ms. [redacted] and she is aware of the zero balance and a ledger...

showing this has been sent to her new address in NC.     Thank you, Marianne S[redacted] fax [redacted] tel [redacted]

Mr. [redacted] was seen and treated in our clinic during his initial evaluation on November 18, 2014 with  follow up treatment on December 15, 2014.  Prior to the patient's appointment, his insurance was verified noting the patient has a $75 co-pay for his visit.  The Pain...

Center of Arizona does not offer free consultation.  This has never been a policy of the Pain Center of Arizona.This has been reviewed by several staff members at The Pain Center of Arizona with the patient.  The charges stand and are due by the patient.Please let me know if you have any further questions.thank you[redacted]Director of Administrative Operations

We are responding to complaint ID [redacted].   We have contacted our patient, and through our intervention with Lytle Anesthia, this balance has been resolved.  Patient thanked me for our assistance.  Should you need any additional information, please contact me.Thank you,...

[redacted]Director of Patient RelationsTHE PAIN CENTER OF ARIZONA

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I had several collection calls from staff members not sure what her comment "review" references. As stated in my complaint, customer advocate [redacted], said she would listen to initial phone solicitation where I was told  that the consultation would be free. She never called back. Perhaps you Ms. [redacted] will have the courage to listen to that call.Regards,[redacted]

I was a model patient for many years here. I put up with a lot of nonsense and forced money making "treatments " in order to continue getting my medication that allowed me to have a decent quality of life. The doctors didn't seem to care and the whole climate was one of indifference. But I put up with it until today. Without any prior notice they dropped me down in both the amount of and the quality of my medication. I am disabled by this injury and took my husband in to plead my case. The waiting room was empty and I suspect with the new " business model" will continue to be. It is awful there and they will leaving you in pain.

Dear Revdex.com Representative,Thank you for the opportunity of addressing our patient's concerns. I had left you a voice message on September 4'h that I had just received your letter and would need an extension.  Idid not hear back from your office. The response follows.On July 31,...

2015 patient arrived at 10:30am for his scheduled 10:45pm procedure appointment. The office was running slightly behind due to computer issues. Our charts are electronic and all patient information is stored in the electronic medical records system. We are indeed sorry for this delay.Mr. [redacted] was escorted to exam room and preliminary vitals and questions were addressed prior to patient seeing [redacted] at 11:30am. The patient has had previous injections without sedation, however, on July 31" he seemed more sensitive to the pain and injection.  Dr. Jones did recommend that next• injection be performed under conscious sedation for the comfort of the patient and he was scheduled  on August  21" for the injection with sedation .. We were somewhat  running behind, however, [redacted] and the staff worked through lunch to accommodate  all patients scheduled that morning.  They did not rush their services, instead, extended the time so they could take care of each patient with the appropriate time needed for safe patient care.Patient was scheduled on August 21, 2015 for an injection with sedation and was instructed to come in at 10:00am for his 10:30arn scheduled injection.  On that day, we do apologize, due to a new staff member at the front desk, Mr. [redacted]'s name was lost and he was forgotten in the process. Had we been alerted sooner by the patient, we would have rectified the issue immediately and brought **. • [redacted] back for his injection.  Unfortunately, [redacted] became very irate, banging his cane and was verbally abusive. For the safety of our staff and other patients, he was escorted out.We have not billed his insurance for the 8/21/15 visit as it never occurred. We have implemented a system of checks and balances as well as re-educated the check in desk as to verifying that all patients are checked in and not forgotten. We have also reminded the rooming medical assistants to follow thes chedule closely to indicate who has arrived, checked in and read{to be roomed.  Again, we sincerely apologize for any Inconvenience this has caused Mr. [redacted].

I am handicapped and recently moved to Precott Valley. I had difficulty finding a physician that accepted my insurance. I was subsequently referred to the Pain Center of Arizona and told that they would contact me about setting up an appt. After a week I called them and they told me that they had never received the referral, so I had that sent again. I called them again and they told me that the doctor wouldn't see me without my patient records being forwarded. I requested this and then called them a couple of days later, and they claimed they hadn't received it. I requested that it be sent again. I then called and was set up for appt. When I went in I saw a doctor that was "all talk and no listen." I would characterize his communication style as being halfway to between a machine and a used car sales man. He proceeded to discontinue a pain medication that works for me, substituting one that is barely more than a placebo, added a topical cream and a muscle relaxer (that unfortunately had to be preapproved by my insurance.) Frankly I don't consider this much a plan for galloping arthritis combined with a hip injury. Apparently these people are administratively incompetent and call themselves the "pain" center so that they can make sure you remain in pain and keep coming back.! A truly shabby way to do business.