ComplaintsforMultack Eye Care

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On August 15, 2023 at 9:45am we arrived for my grandmothers scheduled appointment which was confirmed the day before for 10:10am. My mom checked her in and was told that our appointment was at 9:30am which we were confused because our card said 10:10am. She were told we were late and we had to reschedule. My grandmother who is a heart patient, disabled on a ****** and 85 years old began to cry in frustration and asked since we were there could be some accommodations. My mom was told No and after complaining the lady said cancel our appointment We dont want to be bothered l told the lady that she needed sensitivity training because she was extremely aggressive and rude. She jumped out her chair and was acting like she was going to jump across the counter. She said I dont need any training. My mom told her that she was a racist and she was talking condescending because l was *****. Her coworker had to hold her back and send her to the back of the office because she was basically threatening to jump on me. No apology was offered and l was told that if l didnt like the service to go somewhere else because we were no longer welcome there. As a result of the aggression, ************** police was call and a complaint was filed. Also, my mom contacted her PCP to be referred to another office. My grandmother has been a patient for at least 2 years and the same rude lady was disrespectful while making an appointment previously. The front desk staff and clinic staff and even ************* was rude when my mom asked about getting cataract surgery. At this point my grandmother is afraid that there will be retaliation if she agrees to the surgery. I dont recommend this office because they were mean to my grandmother and made her cry for no reason other than being mean.

  Business response

  08/17/2023

  Our response to her and her family members trolling us on the internet. 
  
  As a second generation ophthalmology practice that has been in service to our community for over four decades, we take complaints of your nature very seriously. 
  After a thorough investigation including interviews with all witnessing staff, an electronic review of your actual appointment time/agenda, and dedicated scrutiny of our multi-video camera surveillance recordings of your entire activity in our lobby (available for posting upon your request); we have documentation of a contrasting and wholly alternate unfolding of events than what you formerly described.
  We at Multack Eye Care wish you and your mother the best of luck finding an eye care professional that suits your needs. Best of luck to you in the future.
  
  
  Cliff Notes: 
  Patient confirmed her 9:30 appt via patient reminder service, ************. 2x. 
  She came in 25 mins late, was told she would have to reschedule. 
  
  
  As you can see in the video, the team tried to accommodate her for 12 minutes, plus looking for other appointment, options, and other solutions. 
  ************** did agree to see her even though she was 25 minutes late, but was told that she would have to reschedule the additional testing for a potential cataract surgery as that appointment takes two hours. She refused.
  As for her statement of she talked to ************** about cataract surgery that is not true as the patient was not seen that day. 
  
  
  As you can see in the video, not at any point in this encounter was there ANY aggressive behavior by any team one on our team? The statement that she was going to jump over the counter to attack her is a complete lie. 
  Video evidence to prove this.
  The statement that our employee was going to jump over the counter and attacker is a complete lie. Video evidence to prove this.
  
  
  We have been advised by our legal counsel after reviewing the surveillance videos, that if she continues to document falsities about our practice, that it constitutes libel and slander, and defamation. 
  
  
  Legal has advised us to file a lawsuit, seeking damages, if this harassment doesnt stop. 
  
  
  We wish them the best for all of their healthcare needs. 
  
  
  - Multack Eye Care
  

   

  **files are to large to upload please send a link for us to upload the video and confirmation software reminders. 

  Customer response

  08/18/2023

   
  Complaint: 20473870
  
  I am rejecting this response because:
  I have at least 5 witnesses showing the that l was not aggressive at all. My mom asked questions about the appointment and the clerk was the aggressor. I told her she needed sensitivity training while making another appointment and she jumped up out of the chair and yelled to my face saying No l dont. I said to her l know you are not jumping in my face. When l said if l was white you would not speak to me in this rude way the nurse told her to go to the back because she got enraged. My voice is louder because l was a teacher but at no time did I use profanity nor did l say anything that warranted her getting that upset. So what l am reporting is not slander. Also, just like you have an attorney on speed dial, so do l so we can see each other in court. Please listen to the video as well as watch the video to hear the exchange between me and the two clerks.  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On August 15, 2023 at 9:45am we arrived for my mothers scheduled appointment which was confirmed the day before for 10:10am. We checked in and was told that our appointment was at 9:30am which we were confused because our card said 10:10am. We were told we were late and we had to reschedule. My mom who is a heart patient, disabled on a ****** and 85 years old began to cry in frustration and asked since we were there could be some accommodations. We were told No and after complaining the lady said cancel our appointment We dont want to be bothered l told the lady that she needed sensitivity training because she was extremely aggressive and rude. She jumped out her chair and was acting like she was going to jump across the counter. She said I dont need any training. I told her that she was a racist and she was talking condescending because l was *****. Her coworker had to hold her back and send her to the back of the office because she was basically threatening to jump on me. No apology was offered and l was told that if l didnt like the service to go somewhere else because we were no longer welcome there. As a result of the aggression, ************** police was call and a complaint was filed. Also, l contacted her PCP to be referred to another office. My mom has been a patient for at least 2 years and the same rude lady was disrespectful while making an appointment previously. The front desk staff and clinic staff and even ************* was rude when my mom asked about getting cataract surgery. At this point my mom is afraid that there will be retaliation if she agrees to the surgery. I dont recommend this office to any human being especially the elderly because the staff is heartless and just plain mean!!!

  Business response

  08/17/2023

  Our response to her and her family members trolling us on the internet. 
  
  As a second generation ophthalmology practice that has been in service to our community for over four decades, we take complaints of your nature very seriously.
  

  After a thorough investigation including interviews with all witnessing staff, an electronic review of your actual appointment time/agenda, and dedicated scrutiny of our multi-video camera surveillance recordings of your entire activity in our lobby (available for posting upon your request); we have documentation of a contrasting and wholly alternate unfolding of events than what you formerly described.

  We at Multack Eye Care wish you and your mother the best of luck finding an eye care professional that suits your needs. Best of luck to you in the future.

   

  Cliff Notes: 

  Patient confirmed her 9:30 appt via patient reminder service, ************. 2x. 

  She came in 25 mins late, was told she would have to reschedule. As you can see in the video, the team tried to accommodate her for 12 minutes, plus looking for other appointment, options, and other solutions.
  

  ************** did agree to see her even though she was 25 minutes late, but was told that she would have to reschedule the additional testing for a potential cataract surgery as that appointment takes two hours. She refused.

  As for her statement of she talked to ************** about cataract surgery that is not true as the patient was not seen that day. 

  As you can see in the video, not at any point in this encounter was there ANY aggressive behavior by any team one on our team? The statement that she was going to jump over the counter to attack her is a complete lie.
  Video evidence to prove this.

  The statement that our employee was going to jump over the counter and attacker is a complete lie. Video evidence to prove this.

  We have been advised by our legal counsel after reviewing the surveillance videos, that if she continues to document falsities about our practice, that it constitutes libel and slander, and defamation.
  

  Legal has advised us to file a lawsuit, seeking damages, if this harassment doesnt stop. 
  

  We wish them the best for all of their healthcare needs. 
  

  - Multack Eye Care 

  Customer response

  08/18/2023

   
  Complaint: 20473849
  
  I am rejecting this response because what is being said about the appointment is a lie. After we were told that we had a 9:30 appointment we showed the same person the 10:10 am appointment which we arrived at 9:45am not realizing that we had 2 appointments the same day. We asked since we were on time for the 10:10 follow up appointment which was scheduled in April in which we were disrespected by the same person and hung up on and had to call back until we spoke to someone else, and the 9:30 am was scheduled in July after follow up from my moms glaucoma doctor. During the 12 minute exchange the same person said cancel the appointment and thats when the nurse came from the back to handle the situation. I admit that l was a little loud but at no time was l rude or disrespectful. According to the enclosed 2 images, 2 appointments were scheduled for 9/16 at 9:30am and 12:15pm. And the 10:10 card was presented to the clerk upon request proving we were no late for the appointment with *************. At no time was an apology said or offered to calm the situation. It is my 1st amendment right to express my experience as a review on social media. In addition, it doesnt matter if you have been in business for **** years especially when the policy should be the customer is always right. Also, no policy about appointments and cancellations are posted anywhere. While in the office l contacted the police and filed a police report of the incident and my mom let it be known that she wanted to keep her 10:10 appointment. The staff canceled the appointment during the exchange and both clerks said if we dont like the service we can go somewhere else. All appointments were canceled once the business was reported to the police and advocate. So the fact that the business is stating that we are lying is unfair because of course the staff is going to rally around the staff member who was out of line. This all could have been avoided if an apology was offered however we were told to go somewhere else. The staff was very unprofessional and because lm African American l was spoken to rudely. I pointed this out and mentioned sensitivity training and that hit a nerve all the way around. I stated that she acted like she wanted to fight me and had to be removed from the front desk area. You need to listen to the audio as well as look the gestures. I have no problem letting this go with an apology. Just know that l have consulted with authorities and my attorney and I am more than prepared to take this to court. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I wanted to complain about the customer service at this facility. I have had two scheduled appointments at this facility and in both cases, my appointment times were changed and I was not given any warning about the change. On both occasions, when I came to the appointment at the initial later time (that was initially scheduled), I was treated extremely rude by the front desk staff. I am 85 years old. The staff did not attempt to exercise appropriate kindness, professionalism or customer service. They were rude and one even told me, "we don't want to be bothered with you out here. We are cancelling all of your appointments." I am seeking an apology, and I plan to go to corporate headquarters (if there is one) about this. I am also going to complaint o Advocate Health and my health insurance about their practices.

  Business response

  08/17/2023

  Our response to her and her family members trolling us on the internet. 
  
  As a second generation ophthalmology practice that has been in service to our community for over four decades, we take complaints of your nature very seriously. 
  After a thorough investigation including interviews with all witnessing staff, an electronic review of your actual appointment time/agenda, and dedicated scrutiny of our multi-video camera surveillance recordings of your entire activity in our lobby (available for posting upon your request); we have documentation of a contrasting and wholly alternate unfolding of events than what you formerly described.
  We at Multack Eye Care wish you and your mother the best of luck finding an eye care professional that suits your needs. Best of luck to you in the future.
  
  
  Cliff Notes: 
  Patient confirmed her 9:30 appt via patient reminder service, ************. 2x. 
  She came in 25 mins late, was told she would have to reschedule. 
  
  
  As you can see in the video, the team tried to accommodate her for 12 minutes, plus looking for other appointment, options, and other solutions. 
  ************** did agree to see her even though she was 25 minutes late, but was told that she would have to reschedule the additional testing for a potential cataract surgery as that appointment takes two hours. She refused.
  As for her statement of she talked to ************** about cataract surgery that is not true as the patient was not seen that day. 
  
  
  As you can see in the video, not at any point in this encounter was there ANY aggressive behavior by any team one on our team? The statement that she was going to jump over the counter to attack her is a complete lie. 
  Video evidence to prove this.
  The statement that our employee was going to jump over the counter and attacker is a complete lie. Video evidence to prove this.
  
  
  We have been advised by our legal counsel after reviewing the surveillance videos, that if she continues to document falsities about our practice, that it constitutes libel and slander, and defamation. 
  
  
  Legal has advised us to file a lawsuit, seeking damages, if this harassment doesnt stop. 
  
  
  We wish them the best for all of their healthcare needs. 
  
  
  - Multack Eye Care
  

   

  Video files are to large to upload 

  please send a link to accommodate 

  Customer response

  08/18/2023

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

  I was there and had a different experience than what was described. While your staff were not accommodating and I feel they were insensitive towards me as an 85 year old patient, I am not interested in going to court with you over this matter. I also have no reason to "slander" your business. I have better things to do with my time, particularly since I am in the winter years of my life. And as your front desk staff member said, I WILL locate another ophthamologist office that is more sensitive and accommodating of elders. For the last 40 years, your office MAY have been accommodating, but they were not the day that I went into the office recently. And no, I did not speak with **************. I spoke with my eye doctor and my primary care physician who asked that I speak with your doctor about having the catarac surgery. I will certainly seek surgery elsewhere, as your staff said to my face, "we don't want to be bothered with her."
  

  The best of luck in your continued business.

  Sincerely,
  

  
  *******************************

*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. ↩