Internists - Bellerose, NY

"I scheduled a video visit on Zocdoc and called the office ahead of time to tell them my exact needs and reasons for the visit. The representative said that they can fill out the form I needed completed and handle my referrals within the visit. I asked her does she need any additional details and she stated "no your all set". They sent me check in, history & billing forms via text that I filled out ahead of time. On the day of my appointment, today at 11:15 am, I sat with my laptop in place waiting for a link to be texted to join the video visit . They had previously texted me links to fill out forms etc. I received a text so I called in. The person who answered the phone informed me said that they were waiting for me to walk into the office. I was very confused and told her that I scheduled a video visit. She told me that the person who scheduled it internally booked it as an in person appointment. I reiterated to her that it 100% was booked as a video visit on Zocdoc and that I am looking at my appointment details as we spoke. She put me on hold a few times and came back to ask me insurance and date of birth information that had previously already be given. She then sent me two links for the visit that did to work. The third link finally worked and I connected my camera and was ready for the visit. She asked me the reason for my visit today (at this point it was already 11:30 am and the visit would be late to start because of mistakes on their end). I told her that I needed referrals done and for someone to complete this specific form online. I also informed her that I called and went over the details the day of booking the appointment. The representative then stated that they charge $15 a form as I looked at the office on my camera and waited for the visit to start. I explained to the representative that I was completely thrown off because I called and told them my needs and asked if their was any additional details and a $15 charge was never mentioned. I told her that texts that they sent me prior to the appointment never mentioned it either. They representative just stated “everyone does things differently”. I told her that she could cancel the appointment at this point. Immediately after getting off the phone I realized that I should call Zodoc and let them know how unprofessionally this was handled. I typically write down the names of who I speak to, but with no link being sent, the appointment running late and complete unprofessionalism, I was thrown off and forgot. I called back and asked if the paper work that I signed mentioned a $15 charge. I also asked the person what her name was. She stated that she would not give me her name because she wasn’t the person I just spoke to when I first called and the appointment was cancelled. I told her that you still work in the office can you give me your name so I can confirm if this was mentioned in the paperwork and understand why this was mentioned once the camera was up for me to see the office right before the video visit started. She stated again that she would not give me her name. She then went completely silent and refused to speak because she didn’t want to held responsible. I simply stated “how unprofessional” and ended the call. Unprofessional, no respect for time, no accountability..avoid!"