Central Valley Eye Medical Group

Message: [redacted] spoke to me in regards to a complaint about one of my staff, [redacted] [redacted] stated that [redacted] was rude and disrespectfulI apologized to the patient and explained that I would investigate the issueI also told her that I was very surprised to receive a complaint regarding [redacted] , she has worked for me for almost years without a single customer service complaint, but I was still very sorry if she felt [redacted] was rude to her in any wayIt’s not acceptable to me or my physicians and that I was still going to speak to [redacted] When I spoke with [redacted] she explained, she was trying to assist [redacted] and during the conversation [redacted] began cussing and yelling at her countless times [redacted] asked [redacted] to stop using profanity to stop yelling and calling her namesWhen [redacted] continued to do so, [redacted] explained to [redacted] , that if the profanity continued she was going to disconnect the call [redacted] continued to cuss and yell at [redacted] , so [redacted] did disconnect the callWhen [redacted] called back she was still yelling and using profanity even more so than the first timeShe was irate because the doctor’s schedule was booked for approximately 4-weeks so again [redacted] disconnected the callFrom the start of the first call she didn’t want to give any of the required information to schedule an appointment, so with every question she became more and more agitatedAfter I listened to [redacted] ’s account of what happened I asked if she was the person that shared their negative experience on FaceBook? I understand everyone has right to state and share their opinions and experiences on FacebookI, myself find the reviews on social media helpful at timesFaceBook removed her post because she used profanity and called our staff members names [redacted] did not try to make contact with me for a resolution until she had already posted extremely rude, vulgar and negative commentsAfter my investigation and several conversations directly with [redacted] , (during which she, again, used profanity) I gave this situation thoughtful considerationI decided to send a certified letter to terminate the relationshipIn one of our early conversations she indicated she was waiting for a referral to UCSF (I think that was the University) because she felt her child would receive better care there anywayIt’s my assumption that she decided she didn’t want to travel, but rather come to our officeAfter the insulting comments to myself and my staff members I feel that my office is unable to satisfy her and would prefer not to establish care with her or her familyPlease feel free to contact me with any questions regarding this case[redacted]

I am rejecting this response because:The entire response is fabricatedThe moment *** answered the phone she was anything but helpfulThe conversation turned into an argument when I started asking questions about the information she was asking and *** started to get annoyedAt this point the time and date of the appointment for my daughter was already made so that wasn't the problemShe asked for my demographicsAt the time I wasn't completely sure what demographics she needed so I asked, "What demographics? What does that mean"? She responded, "You seriously don't know what demographics mean?" I continued, "I don't work in the medical field so no, I don't know what that means." That further irritated herShe starting reading a list of "demographics" (Address, social number, etc)I said, "Why do you need my social? The appointment is for my daughterI'm not sure why you would need my social." Her response, "You know what, go find somewhere else to take your kid." Then I said, "Are you *** kidding me?" and that was the ONLY time I ever used profanity when I spoke to anyone at this officeShe immediately hung up the phoneI was NEVER told to stop using profanity or the call would be disconnectedI also never called *** any namesThe second time I called after being hung up on, *** answered againI said, "Why did you hang up on me?" She said, "Because you cussed at me." My response, "I wasn't cussing at you directlyYou told me to go take my kid somewhere else, are you being serious?" She stayed quiet so I continued, "Do you own this business?" She said, "No." I responded, "So why do you think it's okay to treat customers the way you're treating me? All I did was ask you a question about why you needed my social." She said, "Whatever ***" And hung up againNow "irate", I call back a third timeA female answers and I assume it's ***I say, "You seriously need to transfer me to someone else that can help me." It wasn't *** but another receptionistThe other receptionist confirmed my daughters appointment with no problems. When calling the office, an automated system states that your calls may be recordedSo while speaking to ***, I told her my side and asked her if they recorded their phone calls with customers so she could review itShe said noNow I have contacted Facebook and they reviewed the business' pageThe business themselves deleted my review and a friends reviewFacebook didn't automatically delete my review because it didn't follow their rules and guidelinesNeither reviews had profanity and neither reviews were falsifiedFacebook allows business' to delete reviewsThere are countless pages on the internet showing exactly how to do soRegarding UCSF, I specifically told *** that we DID NOT want to travel there because it is hours awayI made it a point to tell her I DID NOT have a referral to UCSF and that I wanted my daughter to be seen by them as soon as possible

Response:I am in receipt of your letter dated October 21, 2015 in which [redacted] states she rejects the provided response. While this is definitely her prerogative, I am truly sorry we were unable to come to a satisfactory resolution for her. This will be my final response to this complaint.[redacted]

Message:[redacted] spoke to me in regards to a complaint about one of my staff, [redacted] stated that [redacted] was rude and disrespectful. I apologized to the patient and explained that I would investigate the issue. I also told her that I was very surprised to receive a complaint...

regarding [redacted], she has worked for me for almost 5 years without a single customer service complaint, but I was still very sorry if she felt [redacted] was rude to her in any way. It’s not acceptable to me or my physicians and that I was still going to speak to [redacted]. When I spoke with [redacted] she explained, she was trying to assist [redacted] and during the conversation [redacted] began cussing and yelling at her countless times. [redacted] asked [redacted] to stop using profanity to stop yelling and calling her names. When [redacted] continued to do so, [redacted] explained to [redacted], that if the profanity continued she was going to disconnect the call. [redacted] continued to cuss and yell at [redacted], so [redacted] did disconnect the call. When [redacted] called back she was still yelling and using profanity even more so than the first time. She was irate because the doctor’s schedule was booked for approximately 4-6 weeks so again [redacted] disconnected the call. From the start of the first call she didn’t want to give any of the required information to schedule an appointment, so with every question she became more and more agitated. After I listened to [redacted]’s account of what happened I asked if she was the person that shared their negative experience on FaceBook? I understand everyone has right to state and share their opinions and experiences on Facebook. I, myself find the reviews on social media helpful at times. FaceBook removed her post because she used profanity and called our staff members names. [redacted] did not try to make contact with me for a resolution until she had already posted extremely rude, vulgar and negative comments. After my investigation and several conversations directly with [redacted], (during which she, again, used profanity) I gave this situation thoughtful consideration. I decided to send a certified letter to terminate the relationship. In one of our early conversations she indicated she was waiting for a referral to UCSF (I think that was the University) because she felt her child would receive better care there anyway. It’s my assumption that she decided she didn’t want to travel, but rather come to our office. After the insulting comments to myself and my staff members I feel that my office is unable to satisfy her and would prefer not to establish care with her or her family. Please feel free to contact me with any questions regarding this case.[redacted]