Advanced Dermatology and Cosmetic Surgery - Phoenix — Local services in Phoenix

I had a very disappointing experience with my dermatologist appointment after sitting in the office waiting room well after the appointment was to start. I asked if I was checked in, to find out what was taking so long. They informed me they were running 40 minutes behind and that I should not book on Tuesdays as they don't have enough doctors working on Tuesdays. They suggested I should reschedule if it was going to be an issue. I didn't consider this to be an appropriate attitude or explanation for a new patient and I also believe they should have informed me of how behind the doctor was running when I checked in an hour early at 9:30 for my 10:30am appointment. Or maybe since it is common knowledge Tuesdays is their day they run behind maybe space out the appointments more appropriately? -I live in the West Valley about an hour away. It wasn't a skip down the street I'd be happy to do again for giggles.

I decided to cancel my appointment and find another dermatologist after waiting a bit longer. My cheif concern with this office wasn't the issue how late they were running however. I really wasn't pleased with the cleanliness of their office. The carpets were all very dirty, they have stains from water leaks on their ceiling tiles, most of their lighting in the waiting room were burnt out light bulbs, the waiting chairs were all dirty and very old, everything was very worn and dated(very 90s). The lack of attention given to the room EVERY patient has to wait in was very troubling to me. From my past experiences with dermatologist this is not the norm.

This was not a place I would expect One Medical to refer patients. After being so happy with my experience with One Medical I have to say this was very disappointing. This office seems to be the exact antithesis of One Medical. One Medical, appointments start on time, the office is beautiful, clean, comfortable and designed to welcome.

When I said I wanted to cancel and return my co-pay, I explained my issues with the office manager. She acknowledged the office was ran down and in need of a remodel but she said the dermatologist was really good. I informed her as someone who sees a dermatologist on a very regular basis, based on this experience, I wasn't wanting to book another appointment with them. She was cordial but repeated the "do not book on Tuesdays" which is a bit bizarre to me.

They also never emailed or called to confirm the appointment. I had to call them the day before to confirm it was still...

This is a tough review to write because it combines the best and the worst elements of my experience with Advanced Dermatology. My provider, Dr. Laffer, is the best in every way. I've seen him for several years, brought my family and extended family to him, and happily refer others to him.

So much for the good side.

Unfortunately, the corporate side--especially the billing department--is a complete nightmare to deal with. I've spent nearly seven months now addressing the fallout from an error in a billing code that was used for a visit. I have two health care coordinators that have spent many hours managing this task involving countless phone calls and messages and attempts to correct this error. I mean, these coordinators handle issues with insurance and medical bills for a living--they know what they're doing--and they're at the end of their rope with this billing department.

Even Dr. Laffer has confirmed that the code was billed in error and has requested that the billing department simply waive the charges. The billing department (when you can reach a human) is absolutely impervious to facts--they have even ignored the info provided to them by their own doctor--and they simply refuse to acknowledge the error. It is literally like speaking to the proverbial brick wall.

I receive constant badgering emails threatening collection action, but they offer no resolution when the error is clearly pointed out. The health care coordinators are now filing complaints with the Attorney General et al. to try to get resolution.

Bottom line: The provider is wonderful, but if anything goes wrong with insurance codes or billing--even the slightest error--there is absolutely no one who cares even to try to resolve it. It's exasperating...

Horrible customer service by Bernice. I had an appointment set for today at 4:30. A confirmation text sent again today, same day as appointment to confirm my appointment today. No phone call received or voicemail left. I leave work early. Make sure to not book other appointments to come in as it would be disrespectful to the our user if I didn’t. As that would be a waste of their time. I expect the same level of respect. As a Medspa owner, we understand this as the customers are why we are in business. How do you not understand this? Bernice was so disrespectful. I walked in both her & another woman see me & wait till the walk to the front to greet, me. Met with an attitude. As if I’m the irritation. Do you have an appointment? Yes, at 4:30. “ well Michelle did not come in today.” “We called you and left a message.” No, you didn’t. Id love to see that you did. Her tone and lack of regard for the fact that I’m there and you failed to do your job.

I will tell all customers about this. I will continue to voice how dissatisfied I am with this business and choice in employees. As you should know. One bad review travels further than one good one.

I originally gave one star ⭐️ for the experience above.

10/10 on the way they responded!!! They took this seriously and changed the way I feel about returning. The manager Hope called & was very communicative. The regional manager Kifaya called as well. She really understood and puts customer service first. Thank you all. My rating will...