Women's Health Center of Greenville Inc., PLLC

I am making a complaint because of a policy that I was not made aware of, and also because of rude customer service. I was informed that this facility had a great doctor, so I thought I would try to get on as a new patient.I scheduled a appointment with this medical facility over the phone. The scheduled appointment date was 1-7-2014.On 1-6-2014 I called the facility and left a message stating I wanted to cancel the appointment.On the date of 1-7-2014 I made a follow up call to the facility asking them if they received the message, and the representative advised me yes, but there is a no show charge. I informed the representative that I was unaware of any kind of no show charge. I had not signed any paperwork never set foot into this facility. The representative rudely replied "I informed you". "I tell all the patients over the phone". "I have never made the mistake of not telling any patient about the no show policy of $25 dollar fee". I informed her that she did not, and she said I have a patient. She didn't say hold on for a minute or anything. Then another representative, [redacted] gets on the line.I tell her that I was unaware of this policy, and advised her that my monthly had started, and I didn't feel comfortable with a doctor performing a pap smear on me.The response from the second representative was nothing short of She could care less. Their was nothing that could be done about it.Considering that these were women I thought they would be more understanding and sensitive to my needs. They kept saying we need to have 24 hour notice. I advised that My monthly came on and had no way of knowing 24 hours in advance and I felt disgusted having to have a pap smear performed on me.The representative didn't demonstrate any empathy towards me or discuss rescheduling the appointment.On Friday, 2/7/2014 I received a bill for $50 dollars for a no show fee. Mind you,when I called back to follow up on my cancellation on the date of(1/7/2014) the representative told me of a $25 no show fee.On 2/11/2014 I called this facility giving them permission to speak with my fiance about this matter. My fiance called and spoke with 3 different female employees, one in particular [redacted] lied and said I had not even called and spoke with anyone but they received a message that I was cancelling the appointment.Even though my fiance can bear witness of the conversation I had with the employee explaining the reason why I was cancelling the appointment and I do have my phone records which will verify that I did call and speak with someone.[redacted] informed my fiance that I just need to pay the bill. I felt as a new patient they could have done a better job of being more thorough in explaining their policy towards cancellations of appointments.They did not demonstrate good business practices.Desired SettlementI am not looking to get a settlement just dismissal of this 50 dollar bill.Business Response All new patients are informed of our No Show policy at the time they schedule their appointment. They also receive a letter in the mail that includes the policy along with all the paperwork to be filled out prior to their appointment. We do request a 24 hour notice for all appointments that are cancelled or rescheduled or the patient receives a No Show fee. Patients can still have their annual exam if they are on their cycle and come back for the pelvic and pap if it is needed. This No show fee will not be sent to collections but will remain on the patients account until paid. In the medical community it is standard policy to charge patients a No show fee, when there is less than24 hour notice given. In this case the patient called the office two hours prior to her scheduled appointment time and left a message to cancel her appointment without explanation. She gave permission for her fiancé to discuss her fee with the staff. He became upset when the staff informed him that the No show fee needed to be paid prior to rescheduling the appointment. Due to our office not waiving the fee the patient and her fiancé view our interaction as being not professional. Final Consumer Response You sent a response stating a letter is sent to customers. Was a letter sent to me by way of certified mail to insure that it was received by me? Did I sign for a letter? You state you inform all patients of the no show policy.Are the conversations recorded to insure that the patient is well aware of this policy?Did a sign a document acknowledging that I was aware of this policy? I'll answer for you.. NO The fact is no one informed me of this policy.Yet you state someone did.Who is to say you are telling the truth and I am telling an untruth certainly not you. You also state that I did not call at all to cancel the appointment ... another untruth. Nothing was communicated to me about this policy.Then you say my fiance called and got upset because we had to pay this fee in order to reschedule. I have not tried to reschedule and nor do I desire to reschedule an appointment with your facility because first impression are everything to me because I don't like dealing with a medical facility that demonstrate poor customer service and lack of caring for their patients and on top of that telling lies. You dedicate your time to get a money dollar.Without your patients you would have no job. You state that pap smears can be done while on the menstruation. NO one in this facility communicated this to me. I informed the representative that I did not feel comfortable with the procedure. Never once did they try to tell me that detail whatsoever.They did not speak of any compassion at all.No empathy and I don't like being lied on.