Central Valley Eye

Review: I was referred to this office by my daughter's pediatrician to see if she needs eye care. I called them to request an appointment. I spoke with Monique on the phone and she was very rude and disrespectful. She spoke to me in a very demeaning manner when I started asking questions. She hung up on me twice. I finally got a hold of another female receptionist and left a message with the office manager regarding my compliant that day. I posted on their Facebook page briefly explaining my problem. I didn't receive a call the following morning so I called back later on and was transferred to [redacted]. The first thing she said to me was, "Oh are you the one that's complaining on our Facebook?" She made comments like "We've never had complaints about her before so I find it hard to believe you" and "We want to make our customers happy, but you don't seem happy so I don't know what to do for you. What exactly do you want from me?". She kept suggesting that I should just go to the office at UCSF but I repeatedly told her it would be near impossible with our schedules to make it out there. I would rather resolve the issue and have my daughter seen in Manteca since we live in Modesto but I didn't feel it was right to be treated so disrespectfully. I was able to schedule an appointment with [redacted], but realized that my daughters referral to their office would expire prior to her appointment date. I called back to see what my options were and briefly spoke to [redacted]. She told me she would have to call me right back. 4 days later and I still haven't heard back from her. I've left at least 3 messages for her. Today I received a letter that this office attempted to send me without postage, but I refused it. Once they paid for the postage, I received a letter stating that they wanted to terminate our "relationship". This was following a review I left on their Facebook stating that they were unprofessional and rude in my personal experience. They have since removed my review on Facebook.Desired Settlement: I would like to make an appointment and be seen.

Business

Response:

Message:[redacted] spoke to me in regards to a complaint about one of my staff, [redacted]. [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]

Consumer

Response:

I am rejecting this response because:The entire response is fabricated. The moment [redacted] answered the phone she was anything but helpful. The conversation turned into an argument when I started asking questions about the information she was asking and [redacted] started to get annoyed. At this point the time and date of the appointment for my daughter was already made so that wasn't the problem. She asked for my demographics. At 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 her. She starting reading a list of "demographics" (Address, social number, etc). I said, "Why do you need my social? The appointment is for my daughter. I'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 [redacted] kidding me?" and that was the ONLY time I ever used profanity when I spoke to anyone at this office. She immediately hung up the phone. I was NEVER told to stop using profanity or the call would be disconnected. I also never called [redacted] any names. The second time I called after being hung up on, [redacted] answered again. I said, "Why did you hang up on me?" She said, "Because you cussed at me." My response, "I wasn't cussing at you directly. You 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 [redacted]" And hung up again. Now "irate", I call back a third time. A female answers and I assume it's [redacted]. I say, "You seriously need to transfer me to someone else that can help me." It wasn't [redacted] but another receptionist. The other receptionist confirmed my daughters appointment with no problems. When calling the office, an automated system states that your calls may be recorded. So while speaking to [redacted], I told her my side and asked her if they recorded their phone calls with customers so she could review it. She said no. Now I have contacted Facebook and they reviewed the business' page. The business themselves deleted my review and a friends review. Facebook didn't automatically delete my review because it didn't follow their rules and guidelines. Neither reviews had profanity and neither reviews were falsified. Facebook allows business' to delete reviews. There are countless pages on the internet showing exactly how to do so. Regarding UCSF, I specifically told [redacted] that we DID NOT want to travel there because it is 2 hours away. I 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.

Business

Response:

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]