Plan de Salud del Valle, Inc.

I am a patient at the Fort Morgan clinic for Salud Family Health CentersI am in the process of trying to receive a refund and it has been quite the laborious processI had an appointment in February and was told that per the financial policy that I had to pay for the whole appointment before I could see the doctorI paid the full amount of $for the appointment that dayPreviously in the last year I had not been required to pay ahead of time for my visitsI also went a week later for another appointment, but due to it being a well visit I did not have to pay anythingI got my statement of benefits from my insurance and it stated that the first visit was to receive a credit of $back from SaludThe second visit was completely covered since it was a well visitI called Salud to start the refund process and they told me that I was not able to get the credit until the paperwork came back for the second visitThey had already received the paperwork for the first visit and knew that I was to get a creditThey said that I could not get the credit yet because it is such a lengthy process (I've heard everything from 2-weeks for a refund) and they wanted to make sure that I didn't owe anything for the second visit, even though it was a well visit and completely covered by insuranceI am waiting on a call from the accounting department to speak with someone there about how long the process should take even though I paid with a credit card and they received payment instantlyIt seems simple enough that I should be able to get a credit back on my card versus a check that takes up to over a month to receive and that they do not even want to process until they make sure I don't owe anything elseMy account is up to date and has a $balanceAnother issue is that when I call Salud it automatically goes to a call center and oftentimes takes 5-minutes to even get through to a representativeI then asked to be transferred to the Fort Morgan clinic and was refused since I had a question that was billing relatedI wanted to speak with the cashier at the Fort Morgan clinic to confirm somethingI was transferred to a supervisor, Amy, and after she heard what I wanted she said she would transfer meI asked her before she transferred me why it is so hard to get sent over to the Fort Morgan clinic on the phoneShe said that the reps in the call center had trainingThat was itI did get transferred to the Fort Morgan clinic and Alana (cashier) answeredShe asked if I could be put on hold and then hung up on meI called back to the call center (no direct line to the Fort Morgan clinic) which took about minutes to reach someone and then they transferred me back to AlanaAlana said that she put me on hold and when she went back to me that I was "gone"I told her that it was because I had gotten hung up onAside from the excellent care I get from my Doctor, Aline H***, I would leave the practice due to the ridiculous and very unsatisfactory customer service I have received here for the last yearThey should be trying to help customers rather then send them away frustrated and without answers