Complaints
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:02/26/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have attended Alaska Neurology Center for many years and in the many years I have had soo many issues with the front desk women there. This last time was the last straw for me. *** ****** ** ****** ********* *** ************** *** **** ************ The front desk accused me of harassing them and then refused to provide me with my medication script when I came in to get it. I simply walked into the facility and as soon as I walked in they stated that I committed a crime and insisted that it was true. I told the front desk that they should not accuse someone of a crime without proof but she stated that I looked like I committed a crime and she believed her counterpart when she told her that I committed a crime. I then told the front desk to simply give me my prescription so that I can leave. The front desk refused to give me my script and only gave it to me when I threatened that I had called the police to assist me. **** **** ** ****** ********* **** **** ** **** ********* *** **** ***** **** * **** **** ***** ** **** ***** *** ** ******* **** ** * ******** ******** *** ******** ******** ***** ******** ** **** ******** ******* **** ***** *** **** ****** ** ******** **** ***** *** ******** ******** **** ***** *** *** **************** ***** ** ** **** ************** *** *** *** ***** ** *** ***** **** ***** *** *** *** ***** *** ****** *** **** *** **** ********
Business Response
Date: 02/28/2025
Better Business Bureau February 28, 2025
BBB Complaint ID: ********
On 2/12/2025, my assistance was requested by the front desk staff to address a patient concern. When I arrived at the front desk, I was told that the patient was very upset in the waiting room. The patient had told the front desk staff that because they had not done their job, her prescription was not received by the VA medical center.
I retrieved a handwritten prescription from the provider and called the patient to the window to assist her. Once the patient came to the window, she told me a crime had been committed and that she called the police.I asked her what crime had been committed and she said she was accused of harassing the front desk. The staff and I were very confused as to why she was making these accusations as the only interactions that had taken place was the patient getting upset at the staff and stating they didnt do their job by sending the prescription. We gave the patient her prescription to hand carry to the pharmacy to ensure she received her medications, and she left. I stayed at the front desk for an extended period in case the police arrived, and they did not.
Alaska Neurology Center takes diversity and equality very seriously.All staff go through training with our compliance company, Healthcare Compliance Pros, for customer service, harassment, and discrimination upon their hire date and once a year.
If any other information is needed, please feel free to contact me directly.
Sincerely,
******* *****, MBA, CMPE, HRMC
Practice Administrator
Alaska Neurology Center LLC
*********************************************>*******************
************/************ P
************/************ FCustomer Answer
Date: 02/28/2025
Complaint: 22995575
I am rejecting this response because:
**** ** **** ******* ****** ** *** ***** **** ***** ** *** **** ************** *** ***** ******** ********* ******* *** ********* *** ******** ********* It would be one thing if this was the first time I had to complain about their staff mistreatment but this has been ongoing which means that until they are either shutdown or get entirely new front desk management, this will continue. *** ****** ***** **** ** **** ** *** ************* ** ********** *** * **** ***** *** *** *** ******* *** **** ** *** **** *** **** *********** *** **** ****** *** *** ***** ** **** **** ** ******* ******* ******* ************ * ** ******** *** ********** * **** ******** ******** **** ***** ** **** ******** ** ***** ******** ** ** ** **** *** **** ***** ***
Sincerely,
******* **********Initial Complaint
Date:11/08/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 10/31 I had an appointment with Dr. ******************** On 10/31 Dr. ******************** changed my rx On 11/02 I contact my pharmacist -The Rx needs additional info -The pharmacy FAXED the documents to AK Neuro The Rx will NOT be filled until that paperwork filled out, signed, and returned On 11/08 I contact my pharmacist.-THE PAPERWORK HAS NOT BEEN RETURNED On 11/08 I contact AK Neuro.I speak to ****** ****** puts me on a 15 min hold ****** returns to state "the office manager is out"Alyssa after repeatedly asking her name, hangs up on **** attempted to reach ANY **** at AK Neuro I pressed every menu option and SURPRISE! NO ONE ANSWERED THE ***** (this is not surprising as it takes ~20 repeated phone calls to reach a real live human)On 11/08 I attempted to reach AK Neuro utilizing the online "contact us" option.I have sent a request email to every available contact requesting a call to file a formal compliant (internal)I have now filed this formal complaint in an attempt to get AK Neuro to behave as a professional business should (e.g. answer the phone, reply to faxes, respond to emails, return voicemail messages, AD NAUSEAM!!!!!)Business Response
Date: 01/23/2023
Better Business Bureau January 23, 2023
BBB Complaint ID: ********
On 11/8/2022, I received messages from the receptionist,medical records department, sleep department, billing department, medical assistant department, and scheduling department that this patient had left several messages about a prescription that was prescribed on 10/31/2022. The prescription had to have a prior authorization through the *********************** for the patient to be approved for the prescription. Our clinic policy for a standard prescription that does not need an authorization can take up to 72 hours. When a prior authorization is required, we must gather medical history information and fill out additional paperwork. This takes much more time to complete.
On 11/8/2022, I returned the patients call as she had requested. She stated she wanted to file a formal complaint against the company. I tried to explain to her the procedure for completing a prior authorization. She accused me of lying and stated that I was not the practice manager. I explained to her that I had no reason to lie. She stated that none of the employees know how to do their jobs. She stated that we are all incompetent. I explained to her that her paperwork had been sent to the *********************** and she would need to follow up with them as our practice has completed all information needed for her prescription to be filled. She stated the only reason it was complete is because she has been calling all morning.
Due to lack of patient trust in our practice, the patients disrespect to the staff, and unrealistic demands from the patient, Alaska Neurology Center sent a certified letter to the patient on 11/9/2022. The letter states we feel it would be in the patients best medical interest to seek the services of another Neurologist and another **** Management provider. We have decided to discontinue as the patients Neurologist and **** Management provider effective immediately from the date the letter was sent.
If any other information is needed, please feel free to contact me directly.
Sincerely,
*************************, MBA
Practice Manager
Alaska Neurology Center LLC
1100 *******************
*********, ** 99515
************/************ P
************/************ F
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