Erica was FANTASTIC. Like, 5 star service for sure. She was personable, knowledgeable, and just all around wonderful. Will definitely call her again when/if I need help.
The office .... well ... they’re a hot mess. Booked my appointment, removed it from the calendars, booked it again, lost it again, booked it a 3rd time and that finally stuck. Then they asked me to fill out intake paperwork twice. I paid for the home visit, and they tried to run my card a second time because they somehow couldn’t see that the charge had been processed, applied to my account, and a receipt had been auto-emailed to me? Thankfully my bank caught it as a suspicious charge and wouldn’t let them run it a second time more than a week after the first charge was applied and cleared.
Don’t let the train wreck admin situation deter you - again - the visit with Erica was amazing and so very helpful. Just watch the office carefully and make sure you communicate well.
Response from the owner:Jennifer, I am so sorry for all the confusion and difficulty with the scheduling and billing portion, and am glad that you found the visit with Erica to be helpful. I think that the admin problems occurred for a couple of reasons, and I want to explain -- but understand this is not intended to be an excuse.
We have recently brought on two new admins, and they are still learning the systems. The original appointment was created on the wrong day, and once the admin realized that error, instead of moving the appointment, she created a new appointment for you on the correct date. This is why you got two sets of forms, and also why we tried to bill you twice. I have discussed this with the Admin team to try to prevent it from happening in the future.
One of the things we try to do is to give opportunities to stay at home moms to work on our admin team. This is one of the core principles of our organization -- giving opportunties to moms who wouldn't otherwise be able to work. Every member of our admin team works from home and has very young children. This, unfortunately, does result sometimes in us making mistakes that probably wouldn't have happened if we outsourced our administration/billing/scheduling to a third-party company. But each member of our admin team is being given the opportunity to learn skills that they can then take into the workforce once their children are older. So sometimes, when you call us, you may hear a crying baby (or toddlers) in the background, and things are sometimes chaotic. But giving these women this opportunity that they would not otherwise have is too important to us to give up.
Again, we are sorry about the confusion and errors that were made with scheduling/billing your appointment, and please know that we appreciate your feedback and will try to do better in the future. Please reach out to me directly, if you have any other concerns or would like to discuss this in more detail.
Suzanne Juel, IBCLC RLC
