Haley Coplen

Review of Torrey Pines Orthopaedic Medic...

Office visit was fine, nothing negative to say, bu...

Office visit was fine, nothing negative to say, but this review is for their billing department. I was seen in March, now it is September, I received a call from someone (I believe his name was Juan), and cannot believe how rude he was. I had a copay for my insurance (A COPAY), not any large amount, and he acted like I was running out on a bill. Evidently they were sending invoices to my physical address which is not a mailing address. I live in Rancho Santa Fe, and anyone from the area knows you cannot mail things to addresses there. The invoices were returned to them, so they knew I was not getting them. He even said, I know you can't get mail there. SO he knew! He finally called me, which he could have done months earlier, I answered on the first ring, and seeing that it had been 6 months since I had been in, was confused on what this was about. I asked questions and the way he spoke to me was unacceptable. If the office reads this, he needs some seriously customer service training. If I had more time, I would have done something about this. To have someone speak to a patient and insult them the way he did is unacceptable. I told him to send me an invoice (to the correct mailing address) and I called back once I got it and luckily got a female who was very nice. She answered my questions and I paid the bill. Then today I got a letter from Juan that was also unbelievable, stating he was sending me to collections, taking me to small claims court, reporting me, and discharging me from the practice. Quite a lot of paperwork over a COPAY, that he knows I did not receive an invoice for. And which has been paid the second I got it and was able to speak to someone reasonable. I hope the person I spoke with gets the training they need so that no one else has to experience this.