Office review: honest review about the worst customer service

I wasn’t gonna leave this review because I don’t want to waste any more time with Dr. Marosan’s staff, Lauri. I’m so tired of the whole process. But I think I should let people who are considering having the procedures with him have a better understanding of his customer service. This is a long story.

Because I booked my surgery date with Lauri, so I assumed she is my coordinator and I sent her an email regarding some procedure-related questions on a Friday. On the next Monday night, I haven’t’ received any reply and I was thinking maybe she’s not my coordinator and I was sending my email to the wrong person. Therefore I sent her another email kindly asking her whether she is the right person to ask questions and also asking her to give me the contact information of my coordinator if she’s not. And I didn’t know that’s the beginning of my nightmare.

In her reply, she told me I should check their website and TouchMD to find the information and she asked me to make an appointment with Dr. Marosan if I have more questions about my surgery and also she was blaming me for not being patient. I was a little upset reading her email because of her accusatory tone and that’s the first time I want to cancel my surgery because I believe customer service is the reflection of the doctor himself. But then I thought maybe she just had a rough day and there was some misunderstanding. So I sent her a long email explaining I was not rushing her to reply to my email but just try to figure out whether she’s my coordinator and waiting for a couple of days is not a problem at all since there’s still a month until my surgery date. I explained to her the whole situation that I’m not living in Bellevue so making an appointment with the doctor every time when I have questions is not practical.

I was expecting some real communication with her after I told her I was confused and upset reading her email, but instead, she sent me a “communication protocol” starting with “Per Dr. Marosan”. That’s when I knew maybe she didn’t read my email but just forwarded mine to the doctor otherwise she’s just cold, arrogant, and not caring at all. Anyway, I thought an experienced doctor is more important than good customer service and I really want to have my surgery done, so I just let it go.

Then a couple of days later I received the post-op appointments confirmation email and no one ever contacted me to ask what time will be available for me, so basically Lauri just notified me of a date and time to visit.

Last week I had more surgery-related questions and also wanted to show Dr, Marosan a comparison between two “after” pictures he did, since I couldn’t show pictures over the phone so I sent Lauri another email attaching these pictures. That’s the only way to send an email to Dr. Marosan because clients don’t have direct access to doctors' email.

Dr. Marosan called me the next day and told me that Lauri thought I was rude sending her an email but looking for the doctor. He told me Lauri is the one who read and answered the client's email which is confusing because Lauri told me that my questions are reviewed and answered by the doctor in her first email and she also told me that due to liability reasons I can only have my surgery-related questions answered by Dr. Marosan. So I send Lauri the final email explaining why I was sending her email but talking to Dr. Marosan. I thought when someone calls me rude, at least I had the right to explain myself, but I was wrong.

One hour later, I received the surgery payment refund confirmation email requiring my signature, and I was guessing my surgery got canceled? I just couldn’t believe it canceled 3 days prior to my surgery without any notice first. For this procedure, during the pandemic, I visited the lab twice for blood work and pregnancy test, visited the covid-19 test location for the covid test, went to the pharmacy for the prescription, visited the doctor’s office twice from Olympia to Bellevue, purchased a lot of stuff for the recovery, etc. With all of the time and money cost, it’s weird I feel so relieved when I find out my surgery was canceled, I was so tired of dealing with Lauri and it’s just not worth it. That night I received the doctor’s letter on myTouchMD telling me the surgery is canceled because of the miscommunication. No call or text afterward.

The funny thing is that Lauri thought I was rude not greeting her in the last email when she never ever include a greeting in her email, not even a “hi”, especially in a professional context.

For Dr. Marosan, I still think he’s an experienced doctor and he answered every question I had, he’s genuine and although not as warm as the other surgeons I met before but everyone’s personality is different so I’m totally ok with that. I don’t blame him for taking his assistant’s side even though it’s not fair for the clients, but she worked for him and they are a team.

There’s another review on realself about how awful is Dr. Marosan’s customer service and the way Lauri treated her, I wish I believed her when I read it. I’m just glad that I won’t have anything to do with her anymore.