Be prepared to encounter the rudest front desk staff, especially if there is a problem. Dr. Radonich has been my dermatologist for 15 years. He’s always been professional and competent. When a suspicious growth appeared suddenly on my leg, I phoned the office to see Dr. Radonich immediately. I spoke with BRIANNA. There were no same day appointments (on a Monday). Brianna did not offer to help me find an appointment. I had to keep asking her about various options (different doctor, different day, etc.). Finally, she said there was an opening at “8:00 am on Wednesday”. Since I was very clear about the urgent nature of my visit, I assumed it was two days hence. I arrived promptly at 8:00 on Wednesday, only to see two names for the 8:00 slot (myself and another patient). I inquired and was brusquely informed that they put two patients on each appointment time. At 8:20, neither had been called back to see the doctor yet. HOW IS A DOCTOR 20 MINUTES “BEHIND SCHEDULE” FOR THE FIRST APPOINTMENT OF THE DAY? At that time, I was advised by Brianna that my appointment was for the following Wednesday. She said I would still be seen and I needed to tell the receptionist in the back to pull my chart. WHY SHOULD I HAVE TO MAKE ARRANGEMENTS TO HAVE MY OWN CHART PULLED? WHY DIDN’T BRIANNA HAVE THE CHART PULLED? After another 10 minutes, Brianna told me again that my appointment was for the following week. I don’t know why she brought it up again. She said again, “The doctor will see you but you have to wait.” I asked how long. She said she didn’t know. At this point, I was becoming frustrated. I made arrangements to miss work for this appointment and I had to be at work by 9:00. That is why I chose an 8:00 am appointment. BRIANNA CONTINUED TO BLAME ME FOR THE MISTAKE. Brianna took no ownership of her mistake and did not make the slightest attempt to “make it right”. She was rude, condescending and confrontational. I raised my voice at her blazen disrespect for the customer. I advised her to cancel my appointment and I asked to speak with the office manager. I was told the office manager (JENNIFER ROOT) wasn’t in until the following day. I left a phone message for Jennifer and Dr. Radonich every day for one week and did not receive a call back from either When I called again today, I was told by MIRIAM that Office Manager Jennifer has other priorities and a COMPLAINT IS NOT HER PRIORITY. Then MIRIAM HUNG UP ON ME. I was in the building for other business and decided to wait for Jennifer. I waited in the lobby for 25 minutes. When Jennifer came out, Brianna identified me as “That one.” Jennifer refused to come into the lobby to speak with me. Jennifer made no apology for the behavior of her staff and only said, “I’ve spoken with those individuals.” She admitted that she had received all my messages and chose not to return my call. I found Jennifer’s demeanor trite and dismissive. Obviously, my business is not important to the office staff. However, in an attempt to get the attention of the owners of Coast Dermatology Group, I will post a review on every site I can find as well as file a formal complaint with my insurance carrier. Hopefully, Coast Dermatology Group will either train their millennial office staff in proper customer service or will replace them with an office staff who understands that patients ultimately pay their salaries.
