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:04/18/2024

  Type:Customer Service 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 am being billed $25.00 for a missed appointment fee. I did not miss any appointments.On October 12, 2023 -- I had an appointment at 10:40am. After waiting 1 hour and ********************************* the waiting room. Obviously this visit could take another hour. So I rescheduled this as I had to return to work. . . . . . . . . . . On November 9, 2023 -- I had an appointment at 11:40am. This time the wait was 1 hour and 45 minutes as I sat in the waiting room. Once again I rescheduled this as I had to return to work. . . . . . . . . . . On Dec. 14, 2023 -- I had an appointment at 2:40pm. The receptionist said to me, "It looks like you brought a book this time. I hope it's a good one as we are running behind. This time I did not bother waiting and simply left determined never to return. - - - - - - - - - - After receiving 3 bills for a "missed appointment fee" I called AA Urology at ************. I explained that the multiple appointments were caused by the scheduling incompetence of AA Urology. I was told the fee would be removed but it was not. Whoever is in charge of managing the scheduling should be fired. Due to their incompetence I have missed many hours of work, and have been forced to find a different urologist who can actually see patients.

  Business Response

  Date: 04/18/2024

  This pt called in on 4-1-24 and the missed appt was reversed from his account on this day. His statement he attached here is from 3-25-2024. the pt does not have a missed appt fee with us as of his phone call to us on 4-1-24

  Customer Answer

  Date: 04/20/2024

   
  Complaint: 21591055
  
  I am rejecting this response because:  The fact that the business didnt even bother to apologize for wasting many hours of my time is a clear indication of careless culture.  Whats wrong with AA Urology?  They should pay me $50.00 for their scheduling incompetence and causing delay in my healthcare.  When I called Anne Arundel Urology to make an appointment, I was told they schedule appointments every 15 minutes.  How stupid is that!  That explains why patients wait nearly 2 hours to see a doctor.
  
  Sincerely,
  
  ******* ***
  

  Business Response

  Date: 04/24/2024

  Please understand that we do our best to make sure our patients are seen on time. However our providers are also surgeons and also get called over to the hospitals for emergencies and into our OR for emergencies as well. If a provider is running behind our front desk staff informs our pts upon check in and at that point you have the option to wait or to reschedule, and from the sounds of it our front desk informed you that your provider was running behind. I apologize that you feel like your time was wasted however that was not our intent. Our only goal is to make sure all of our patients are well taken care of and get the medical attention they need.