Complaints

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• Initial Complaint

  Date:02/28/2024

  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.

  This happened yesterday and today. The violated our HIPPA rights and when I spoke up about this, they now refuse service. The front office will not let me speak to the doctor or have a recourse to file a complaint.

  Business Response

  Date: 05/06/2024

  Parent brought her two children to our office for their appointment.  When parent arrived she informed the front desk that one child's insurance information was incorrect (Name was spelled incorrectly and date of birth was incorrect).  Front desk staff informed parent that we could see one child, but the child with the incorrect insurance information would need to be rescheduled.  Parent started to demand that children be seen and that we assist in correcting insurance information - handing her cell phone to front desk employee that had insurance carrier on the line. At no time was any HIPPA related information disclosed to any outside individuals, in fact one front desk employee sat 2 families in exam rooms to get them out of the waiting area and way from the disturbance.  Parent called the office immediately after appointment demanding to speak to the provider, but was not able to so she spoke to the assistant instead.  Parent called the next morning and spoke with the triage nurse stating that assistant had told her that she would receive late evening appointment.  All of Antietam Pediatric calls are recorded ... previous call was reviewed and at no time was parent told that she would receive this out of character appointment.  Rebecca called parent, tried to reason through the scenario, was met with nothing but contention and at that time informed patient that the provider believed that the situation had become too toxic, that we were not able to meet the parents demands and that finding a new practice would be in the parent and patients best interest.  Parent was angry and as soon as she could started posting 1 star reviews, on any platform available, with fabrications and inconsistencies and also began posting to Facebook groups asking others to leave Antietam Pediatrics 1 star, negative reviews.  Rebecca received a phone call from a Facebook group administrator telling her that the parent was posting anonymously but that, because she was administrator, she could see who was posting the information and that it was this parent.  This caller stated that the posts were terrible and that she thought we should be made aware of what was being said and who was behind the posts.

  Antietam Pediatrics did try diligently to keep the situation amicable.  Our front desk staff is extremely kind and helpful and they tried vigorously on this morning to keep parent happy and expectations within reason, but were not successful.  Practice manager also tried to keep the situation productive, find common ground and find solutions that would work for patient and her children but was also not successful in these attempts.