Nice Doctor: Terrible Service and Experience over Multiple Appointments

I want to begin by thanking Dr. Persons for offering me a second treatment when my first treatment did not work. I paid for Fraxel to address skin pigmentation issues, and when it did not work, Dr. Persons agreed to test some other treatments on my skin, find one that worked, and provide that treatment at no extra charge. That was a positive. It is appreciated.

That being said: I have had one negative experience after another at this office, to the point that one of the office staff has even concurred with me that - while it was nice to offer me the free second treatment - it does not come close to making up for the negative experiences. This is from one of her own office staff!

1) During two separate appointments, both scheduled at the end of my work day, I was made to wait for a total of 2 hours and 55 minutes. 1 hour and 10 minutes the first time. 1 hour and 45 minutes the second time. The second time, I had to cancel dinner plans, as I arrived at 4:30 for a short procedure, and was not seen until 6:15!

2) Leaving on a Wednesday night, I was told that I was "tentatively scheduled" for the next afternoon. For me to make this appointment, I needed to (a) cancel work meetings and (b) numb myself with cream beforehand. I was told that someone would call to confirm that evening or - at the latest - the next day.

I cleared my work schedule, called several times on Thursday, and never got a call back. I also called on Friday, and was not called back. And on Monday, and was not called back. Eventually, I got through to someone and was scheduled for a Tuesday appointment at 4:30 (this was the appointment at which I was seen at 6:15).

3) During the 1 hour and 45 minute wait, I was occasionally visited by a nurse or Dr. Persons and told it would be a short while longer. Each time, people left for long stretches of time, only to return and repeat the message.

4) When Dr. Persons finally started my procedure (around 6pm) she left to make a phone call. Then she returned and dictated notes to her assistant about another patient, while working on me.

5) Dr. Person's assistant told me to expect my skin to be red and swollen and brown-speckled afterwards. I knew this to be true, as we had done a test sample on my arm, and I have had IPL in the past. She even tried to sell me a cream, as she said that I would significant skin swelling and pain after the procedure. Since the procedure, my skin has not reddened (not even pinkened), and have not swollen or shown a single brown spot, anywhere.

6) Since I was told to expect red/swelling/brown spots, I called to speak to the nurse and explain that there was not a single change to my skin in any way - no change in color, swelling, speckling. Jenny made a plan with me to call me that afternoon after talking to the doctor - either from the office or (she offered on her own) from her own phone, after leaving the office. She never called me back.

I am going to repeat that it was nice of Dr. Persons to offer the IPL, when the first treatment did not work. Because it is important to me to show appreciation, where possible

However, making tentative appointments (and having a person numb their skin for the appointment and clear their work schedule to attend) and never confirming the appointment.

Having someone wait in an office for 1 hour 10 minutes

Having someone wait another time, for 1 hour 45 minutes

Taking calls and making notes about other patients mid-appointment.

Not returning any phone calls, including when someone is trying to confirm a tentatively scheduled appointment, or trying to ask about post-treatment symptoms (or lack thereof) is * horrible service.*

Again, Dr Person's own staff have told me that they are astounded by these experiences. Her own staff (more than one) have told me that her offering me a free second treatment *does not come close* to justifying these experiences. One staff member has been following all this - the long waits, un-returned calls, tentative appts never confirmed (even after multiple calls)...and is appalled.

I have tried to be patient. I have not complained during my 2 hours, 55 minutes of waiting. I have thanked the doctor for her efforts. But even offering a 2nd treatment for free does not cancel out this treatment.

During my wait, one assistant explained, at great length, that long waits are typical at Dr Persons office (but "justified" b/c she is such a good doctor).

Incidentally, when Dr. Persons did a test patch on my skin, trying six separate treatments to see if any removed brown spots or discoloration: ONE (1) worked. Do not be seduced into paying for a treatment w/out a test patch.

5/6 we tried did not work. Dr. P wiIl say they did work a bit. However, I went to my regular dermatologist to get her opinion, and she carefully examined the six test spots. She said 5/6 had ZERO impact. ZERO. She warned me that if Dr. P said the other 5 worked, she was being dishonest. Do a test patch! Some of these fancy treatments don't work.

Dr. Persons was kind to do a second treatment, but that does not cancel out this level of service: 2 hours 55 minutes of wait time, not returning multiple calls from patient (even when patient is calling b/c tentatively scheduled for an appt that same day, or patient is calling with post-procedure questions). She may be qualified, but the service is beyond the pale. Even her own staff agree.