Updated from 3 stars to 4 stars; the office reached out immediately and was apologetic yet again, offered to honor the original follow up laser appointment time. Certainly appreciative of their genuine efforts to acknowledge the issue and to make amends. I do want to make it clear, however, that it was due to being bumped last minute multiple times from appointments made > 1 month in advance which prompted my review initially and that is something I do not retract. I’m giving them the benefit of the doubt, will be back, and hope that I’m just an unlucky isolated incidence of this.
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5 stars for the actual procedures (fantastic outcome and talented surgeon), 5 stars for the hardworking + friendly staff + office atmosphere. It’s a beautiful practice.
1 star for organization and 1 star for billing! Of my 4 appointments booked in advance with Dr. Fernau or Sheila, 3 were moved last minute either the day before or a few days before. The consultation had been moved once, the surgery itself moved twice, and now a follow up laser procedure moved once. It’s inconsiderate to the patient, especially given that I am also a practitioner seeing my own patients who were moved weeks prior. Last minute changes in Dr. Fernau’s patient schedules creates ripple effects in my own patient schedules. Now I almost expect receiving that call and voicemail less than a week before my scheduled appointment from Dr. Fernau’s Office saying I got bumped because basically they had other more important patients to see.
Following my consultation, I wasn’t given a financial estimate of the cost and was told “your insurance should cover this”. Luckily I called my insurance company myself and they gave me an estimate themselves. After receiving and paying my bills (which insurance did not cover by the way), I kept receiving statements that my balance was overdue despite having paid.
Overall experience, okay but not great - Dr. Fernau is certainly a talented surgeon who is patient/thorough no matter how big or small your concerns are and the staff are so nice, I just wish they could improve on the professionalism part of not breaking appointments last minute!
