September 4, 2009

Re: Eye exam appointments


To whom it may concern,

I am writing to inform you of the events that took place on September 3, 2009 involving the staff at McCoy Vision Center at 3140 Citrus Tower Blvd in Clermont Florida.

I am new to the area just moving from Rhode Island. I located the vision center through my employee benefits website.

I scheduled an appointment for myself and my daughter for 9/3/09 at 4:45pm. We are both new patients and therefore, I arrived for our appointments at 4:30 to complete the appropriate paperwork. When I initially called to make the appointments, the staff member had asked for my UCH number, which I provided. When we arrived, she stated she could not locate my plan on file. I called the 1-800 number for my employer and received the information. It still did not register. When I told her my older daughter had already been to the office for an appointment, she was able to look up the information. All was complete. We waited in the front of the office for our appointments.

At 5:15 pm, we were taken into the room where the assistant took our eye pressure. I explained to her at that time that it was important I was out of the office by 6:00pm due to prior commitments. There were 5 patients in front of me and she told me to wait and she would see what she could do. I agreed.

At 5:45pm, I told the associate behind the desk I needed to leave and reschedule my appointment. At that time she stated that I would be out by 6:00PM since that is when they closed. Even though there were still 3 patients in front of me. I was told the doctor likes to take time with the patients and she was not behind.

At 6:00pm, I told her again that I needed to reschedule and I had to leave. She stated I could not reschedule since our appointment already started. I again stated that I needed to reschedule and had to leave. She approached another associate who then told me I had to pay for my visit. I immediately stated that I would not pay for the visit since I did not have my exam. I would pay for the exam when I came back with my rescheduled appointment.

They would not make me a new appointment and the associate stated that I can come in the office as a “walk-in” patient. To my surprise, why did I make an appointment in the first place.

The team was extremely rude and should have known that the doctor was far behind schedule. One of the associates even told me to find a new doctor.

I have never been treated so disrespectfully, especially since I was the customer. I have no issue with the doctor being behind schedule and understand that she needs to take time with her patients as I would expect her to do with me, however, I made an appointment for a reason.

Needless to say, I will not return for any follow up appointments and will be forwarding my note to the appropriate parties.