Billed for a procedure that I am not responsible for according to my insurance. I would have never agreed to this procedure if I had known it was not covered by the insurance. Insurance said it was not medically deemed necessary. I am currently trying to work with the insurance company to get this resolved. Amber in the billing department has been nothing, but rude to me and the insurance company. I keep getting bills and now they have even added billing charges. Way to stick it to your clients. I will never go here again or recommend to any friends or family.

In the past year I had to cancel two appointments and did so *before* the 24 hour window for cancellations. I was charged late fees for both. I contested the first one in the office at my next appointment, and they removed the charge. This second time it happened, I dealt with an incredibly condescending office manager on the phone who told me they had no record of my having left messages for the cancellations, essentially implying that I was lying. She said - with a tisk, tisk tone of voice - that they would take off the fee "as a courtesy" this time... I responded to her that it was not a courtesy, they made a mistake and they should remove it for that reason. I have never dealt with anything like this in all my 40+ years as a patient. It is unfortunate as I really like Dr. Hill, and was just getting to know this establishement. But I will not be treated this way, and have chosen to find another provider.



In addition, I should mention that the orthotics they designed for me were built up on the left side because they had mistakenly noted that my left leg was shorter than my right one. In fact, my left leg is longer than my right one. So the orthotics were incredibly uneven and uncomfortable. When I went in for an adjustment to the orthotics, they discovered that yes, my left leg is longer...so they had to shave off quite a bit from the left orthotic. This was their error, but I was charged for it. That fact never really occured to me or bothered me until today's phone conversation. The left side is still too built up, and I need it adjusted again.



This establishment would benefit from a workshop on ethics and customer service.



For starters: https://www.salesforce.com/blog/2014/09/customer-code-ethics-seven-beliefs-great-service-attitude-gp.html