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:10/16/2024

  Type:Product Issues
  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 had an appointment booked for March 5th at 2:30pm for an important scan which would help me receive an essential procedure I needed to heal from a traumatic birth, involving placenta previa. I arrived for my appointment, and was told that I was late (they said my appointment was at 1:45pm) and could not be seen. I informed them I wouldn't be unable to reschedule, because I was traveling. (My travel was also important and timely--returning to mainland to take care of my mother who was recently diagnosed with breast cancer.) I assumed they were correct and left the office. On my way out of the parking lot, I rechecked my voicemail from Malama Imaging, and found the voicemail from them confirming that my appointment was indeed at the time I thought, 2:30pm. I immediately called them and explained, and they didn't want to hear the voicemail. I even offered to return to the office to share the voicemail with them, and they did not want to hear it. I called later and left a voicemail and never received a response from them. I returned from my lengthy trip from the mainland two days ago, and called to reschedule, only to be informed that they are now refusing to see me. I explained the situation again, and told them that I had the voicemail still to confirm their error. They again refused to hear the voicemail and told me they didn't have a good relationship with me, and have a right to refuse patients. Not only is this poor business practice, but their error has caused me to postpone (and continue to postpone) an important medical procedure that is greatly impeding my health. I request that their report of "no show" to my MD, ************** and to my insurance, be rectified. I do not wish to be a patient with them again. I would, however, like to be notified by them with confirmation that my medical record does not reflect "no-show." I have attached the transcripts of the voicemails and still have the original voicemails.

  Business Response

  Date: 11/13/2024

  Ms. ***** was never seen at our facility and is not an established patient. We ask all our appointments to check in 15 minutes prior for registration purposes. Her original scheduled appointment was for 3/25/24 at 2:30 pm. She called on 2/26/24 to see if there was an earlier date she could be seen, availability opened on 3/15/24, she was rescheduled to that date with the time slot 3:00 pm. Our office called her and left a voicemail on 2/26/24 to offer her an earlier date that came available which was 3/05/24 time slot 2:30 pm. When she returned our call, an earlier spot was available at 2:00pm where she was scheduled. Ms. ***** verbally confirmed with our office this appointment time. ******** was given another appointment before she left the office, which was for 4/16/24. She cancelled the day of that appointment.
  The voicemail Ms. ***** provided you was not a confirmation of an appointment time. It was an offer for an earlier date and time. However,even if her appointment had been at 2:30 pm, Ms. ***** arrived at our office at 2:46 pm. Her appointment would have been forfeited and be considered a no show. Our technicians and doctor were done for the day. This was all explained several times to Ms. ***** along with an apology for any miscommunication on our apart. This was not satisfactory to her, as she wanted an apology specifically saying her appointment was at 2:30, which is was not. Due to her actions and demeanor towards staff, our doctors were notified, who then instructed us to not schedule her at this facility.  
  Ms. ***** other concern of her appointment being reported to her insurance as a no show did not happen. We do not contact any insurances for those purposes. Her referring **************** was notified that due to the breakdown of communication we would not be scheduling her at this facility.
  We do hope the best for Ms. ***** and that she is able to find a good fit for her future needs.
  
  ******
  Malama Imaging

  Customer Answer

  Date: 11/14/2024

  
  Complaint: 22404120
  
  I am rejecting this response because:
  While I greatly appreciate Malama Imaging finally taking the time to explain their reasoning for refusing me care, I wish they would have taken the time to correspond directly with me, versus being coerced by the BBB.
  
  Unfortunately, there are several inaccuracies in their response, which are important to put on record, as their dishonesty and unprofessionalism are concerning, especially given the type of care they are meant to offer their patients--many of whom, like me, are under physical and emotional duress due to some underlying medical ailment, and in need of prompt care and clear communication. Their dishonesty in this response only further indicates that they are willing to distort the truth in order to be "right," rather than be truthful or accept fault.
  
  First Inaccuracy:
  Malama Imaging reports that I arrived at my 2:30pm appointment at 2:46pm. This statement is untrue, although suspiciously convenient to say I was 16 minutes late, exactly one minute after their 15-minute grace ******* I have a phone record (see attached file) that clearly indicates my calling them at 2:43pm, after I left their office, which means I could not have possibly arrived at 2:46pm, unless I had a time-travel machine. 
  
  Recap: When I arrived in their office only to find out that they would not see me, I was quite disheartened and apologetic, on the verge of tears, knowing how important the appointment was, and feeling badly (and surprised) that I had made such a mistake. I kindly implored them to please see me, and the receptionist was quite cold, as she explained that the doctor had to be somewhere else and was seeing no more patients. 
  
  Unwaveringly, unapologetically, they convinced me that I had arrived at the wrong time and there was nothing that could be done, so I left their office, and returned to my car in the parking garage. It wasn't until I was beginning to drive out of the garage that I double checked my prior communications with them, and found the voicemail confirming my 2:30pm appointment, at which point I called them immediately at 2:43pm. The receptionist continued to reiterate that I had missed my appointment, and wouldn't allow me to speak with the office manager or offer any future course of explanation or communication. I offered to come back and share the voicemail with them, but she said that wouldn't be necessary. After hanging up, once again, I double checked my trail of communication with them to be sure I was correct, and called the office again--this time no one answered, so I left a polite email, explaining that they had clearly been a mistake, and I would appreciate speaking with someone. No one ever called me back. 
  
  Second Inaccuracy: 
  Malama Imaging has implied that my actions and demeanor towards their staff prompted the doctor to refuse me service. This is simply not true. I am a very understanding, patient person, and was overly respectful and polite in all my exchanges with the staff, both in person and via voicemail. If Malama Imaging can provide recordings of my voicemails, the BBB can hear the tone of my messages is nothing but kind, reflecting a patient who is politely pointing out that a mistake was made, and she would like to communicate with a manager or receive some kind of explanation.
  
  Third Inaccuracy:
  Malama Imaging implies that I was inconsiderate in canceling my 4/16/24 appointment, on the day of. However, as mentioned before, I had called and left a voicemail for Malama Imaging on 3/5/24 and NEVER received a response from them, nor did they ever call to confirm my appointment for 4/16/24. I happened to see on my calendar that there had been an appointment scheduled for that day, and thought I would call out of common courtesy to see if in fact, my appointment was still scheduled, as I had never heard back from them or received any confirmation about my appointment. 
  
  Fourth Inaccuracy: 
  Malama Imaging attests that this was all explained to Ms. ****** when in fact none of this was explained, even after I politely asked the receptionist twice over the phone, and once through voicemail, for some kind of explanation. It wasnt until viewing their response via the BBB portal that I now know their purported logic behind refusing me care. It is common courtesy and professionalism to respond to a patients grievance and offer some kind of explanationnot wait until pressured by the BBB.
  
  Ultimately, I received care at another clinic, but am taking the time to report this business as I was not only inconvenienced by having crucial, timely healthcare denied to me, but also personally offended and emotionally affected by the way they handled this matter. Recently, I was informed by my OBGYN that they told her they had called me five times to rectify this matter, which is also untrue, and reflects poorly on my personal character. They never called at all. Their actions are unethical and hurtful, and I hope they take into consideration, when dealing with future patients, the effect that this behavior has on vulnerable, distressed women in need of their help.
  
  People in the business of womens healthcare need to be more communicative, compassionate and at the very least, honest. Thank you for your time and consideration.
  
  
  Sincerely,
  
  ******* *****