Business ProfileforPinon Hills Ear, Nose and Throat Associates, P.A.

Worst experience I've ever had in Farmington! My 9 year old son needed a referral from his ******* Care Physician due to reocurring strep throat. We were called by the office in May to schedule an appointment. We had to wait until July 13, because they are evidently very busy. We received a reminder text before the appoinment, asking us to arrive 15 minutes early to complete paperwork. We arrived at 2:00, for our 2:15 appointment. We were not informed that they were running behind schedule. We completed our paperwork at around 2:15. We waited a long time. At 3:10, I asked the receptionist how much longer it was going to be, she indicated that we were next. 20 minutes later we still had not been called. We waited an hour and a half and never even got put in a treatment room! We were thirsty. The bathroom was locked and you had to ask for the key... it was constantly occupied. We couldn't wait anymore! We shouldn't have to! We asked to be put on the cancellation list, and re-scheduled. We left, and we were not the only ones! A woman sitting close by had also been waiting forever, she was there even before we were! I called today to speak with a manager. I She vaguely apologized, but mostly made excuses. She said they had an emergengy in the morning that put them behind schedule all day. I told her that was not explained to me upon arriving. We were never told once we would be experiencing log wait times. She argued with me. She said she was in an office close by the receptionist and heard her telling people about the delay. WRONG! I didn't hear her tell anyone actually. I told her we were thirsty and didn't plan on such a long wait time, and had we known, we would have brought water. She then tells me they offer bottled water. No one offered bottled water. She just wanted to argue, not help me. I should have been offered a sooner appoinment due to the treatment we got. Now I get to wait 3 more months? She ended the call by hanging up on me. How very professional.

I would like to apologize on behalf of PHENT again regarding any customer service issues that were not handled properly. All our staff here at PHENT strive to provide high-quality, compassionate, general otolaryngic and allergy care to the Four Corners area. We do ask our new patients to arrive 15 minutes early to complete new patient paperwork. We currently have staff out on vacation and some out due to illnesses leaving us short-staffed. Unfortunately, we have no control when emergencies arise. Our front desk staff does their very best to inform every patient upon arrival if our providers are running behind schedule. Again, I apologize if our staff inadvertently missed telling you upon arrival that we had an emergency earlier in the day. We do have a working water fountain and a restroom for our patients to use in the lobby. As stated in the phone conversation, I would be happy to make another appointment for your son and you stated that you had already done so. I would never end or hang up the phone call unless the patient was using vulgar language or said Bye. I would like to visit with you again to try to remedy this situation, please call our office and ask to speak with me. If I dont hear from you, I will try to contact you.Respectfully,***** ************

Hello. I get the impression I'm being called a liar. We received unprofessional service, and it's being turned around to appear that it's my fault. No one offered bottled water. Your restroom was locked and occupied almost the entire time. I don't want to use a water fountain. Germy! I wanted to be told I had a long wait ahead of us. Perhaps then we could have left long enough to grab refreshments. I asked to be placed on a cancelation list while rescheduling. I have no idea if that even happened. You absolutely hung up on me, I didn't say goodbye nor did I use obscene language of any kind. I confronted you because you were not handling the issues. You were deflecting it. You got flustered and hung **. ** the meantime, my poor son has had to visit his PCP again with throat issues. We'll probably be treated badly by your office because we complained. My PCP'S office recommended you personally, because they thought you'd help me out. Lastly, you never tried contacting me again. I've checked

Hello. I get the impression I'm being called a liar. We received unprofessional service, and it's being turned around to appear that it's my fault. No one offered bottled water. Your restroom was locked and occupied almost the entire time. I don't want to use a water fountain. Germy! I wanted to be told I had a long wait ahead of us. Perhaps then we could have left long enough to grab refreshments. I asked to be placed on a cancelation list while rescheduling. I have no idea if that even happened. You absolutely hung up on me, I didn't say goodbye nor did I use obscene language of any kind. I confronted you because you were not handling the issues. You were deflecting it. You got flustered and hung **. ** the meantime, my poor son has had to visit his PCP again with throat issues. We'll probably be treated badly by your office because we complained. My PCP'S office recommended you personally, because they thought you'd help me out. Lastly, you never tried contacting me again. I've checked