ComplaintsforDr. John Cottam Dermatology

• Initial Complaint

  10/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My daughter had some issues with her skin so I took her to an appointment with Dr. ****************** on June 24, 2022. The visit was odd to say the least. He examined her foot which was the primary purpose of the visit and said he would recommend a cream for the peeling and recommended she used socks except when she bathes. I showed him her hairline discoloring he said "that is a problem with every African American especially the artists that always pull their hair so tight in a ponytail." He went on to say call any of their name and he could show the hairline which will not grow back. Although this made me feel uncomfortable I said nothing and left. It has been 4 months and although my insurance has been charged and I have made copayment her prescription has not been sent to the pharmacy. I called the office several times and the pharmacy also checked but the prescription has still not been sent. Today I called and spoke to the office Manager ***** who was so rude and unapologetic. She said I had to wait until next week Friday until they are back in office before she can issue prescription. She was very rude in saying they are human and can make mistakes. While this is true, four months later is absolute negligence and I do not believe that I should be charged for this service. I believe this payment should be reversed.

  Business response

  12/05/2022

  This patient was seen in June and never called in regards to her prescription being sent until October. I advised the patient that we were still paper charts so the only way for us to confirm the diagnosis and send medications in we would have to wait until we were in that office again since we travel to different offices. I asked her what the issue her daughter was having to see if I could help her before then and her only response was that it should be in her chart. She continued to be hostile towards me about how a mistake made by our staff is unacceptable, and while I agreed with her I also told her we are all humans and unfortunately we make mistakes. I offered all I could so she wouldnt have to wait but she wasnt willing to offer me any information to help. A refund wouldnt be issued because the patient seen the physician in office and received a service.

  Customer response

  12/07/2022

   
  Complaint: 18233253
  
  I am rejecting this response because:

  It was not my responsibility to request prescription after seeing a doctor. I was told on the appointment date that prescription would be sent to the pharmacy. I did not call October, I called every month until I was tired calling. The visit did not fix anything. The purpose of the visit was to get a prescription to address the peeling my child was experiencing. This has still not been resolved. 

  The customer service is terrible and the business refuses to accept responsibility for their actions. 

  
  Sincerely,
  
  ********************************

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