Complaints

The 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:11/28/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 called Clinica Medica Familiar & got an appointment for an ear infection on July 27. I was charged $60 being a cash patient with no insurance & seen by a physician assistant, ***** Torres, who prescribed me ear drops. She let me know symptoms should slowly get better but definitely not worse & if they did to return. For the next couple of days my symptoms worsened & I was experiencing excruciating ear pain, horrible headaches & started losing balance. I called in & got another appointment on August 3 with *****. I was told my ear looked fine but I told them my symptoms worsened so I was given a hearing test ($40) & took a culture sample for testing ($100). I was also prescribed stronger ear drops, steroids & antibiotics. I did everything I was told & continued to get worse by the day. I called back multiple times because of this & to see what the next steps were with the test results only to be told by the front office staff, don't call us, we will call you. Finally a week after I was told the clinic had done to the extent that they could to help & other than waiting for results to seek additional help elsewhere for increased pain. I was able to be seen by an ear specialist & told "you were never going to get better with what they were giving you". Months passed & I still hadn't heard any updates on the clinic. On October 24, I got a text by mistake about my culture sample results were ready only to be told when I called in that my sample was actually never sent in for testing. I asked for a refund and was told I would get a call back (once again) about a refund. I have continued to call multiple times & left messages for ******* ******** who I was told is the person handling my refund. Its is now November 28 and I still haven't gotten any resolve on this. Worst customer service experience ever, lack of accountability for continued mistakes, zero empathy on patients who are in pain, no transparency and a huge sense of carelessness from the clinic to its patients.

  Business Response

  Date: 12/07/2022

  I have attached the complaint with our response and proof of refund. Please note, you requested a response within 5 business days of the date of complaint yet we did not receive this until 12/05/2022. No further information on th exact details of the situation can be discussed due to HIPAA. Thank You.

  Customer Answer

  Date: 12/07/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 184***18, and find that this resolution is satisfactory to me.

  
  

  I was able to speak to ******* on 11-30-22 and I verbally expressed all my concerns to him. He expressed what I hope was a sincere apology for the experience I had undergone and issued a check refund that I received a couple of days later.

  
  

  I was assured there would be a staff meeting addressing the main concerns I had so that it wouldn't occur again in the future.

  
  

  Thank you for your help in this,

  
  

  *******