This place has horrible customer service and scheduling. I was told by the physician that I needed an MRI of my Neck. ""Okay"", I said. ""please go ahead and schedule me as soon as possible. They told me that they first had to get pre-approval from my insurance company and that typically can take five days. I say ""okay"" and even provide them with the place that I would like to use for the MRI. Six days goes by and no response from Western Reserve and Pain institute. So I call them ask if they have gotten approval. They said that they have not even started the approval process. They also said that they needed to know where I wanted to have it done which I already told them. They denied that I told them where I wanted to go, basically, calling me a liar. Then said they had left a voice mail on my cell and my office phone. My office phone is a land line and I assure you that if they would have left a message it would have been there. So they called me a liar again stating that I got the voice mail. I don't know much about customer service but I don't think calling the customer a liar is good practice. I finally get the MRI and then diagnosed with herniated cervical disks. They recommend that I get an Epidural Steroid injection in the cervical area C5, C6, C7. Okay, I make the appointment for the procedure. They give me a time and date for the appointment which I record on paper and even confirm back by repeating it. They send out a letter which I did not receive until the day before the procedure. The letter has multiple pages with instructions and buried within they had changed the procedure time. I did not see the procedure time change until the day of the procedure.My wife had scheduled off time from her job so that she could drive me to and from the procedure which is required. Now with the appointment time change she was going to have a problem with her job. We went into the office 20 minutes prior to the original appointment as required for the procedure. We asked them was there anything that could be done to accommodate us. They told me that I was not told the appointment time that I recorded on paper and called me a liar again. At this point I was still early for the new appointment time which was later than the original time. After the front desk receptionist called me a liar repeatedly and insisted that the time was the time and I would have to deal with it. She also instructed us to go across State Route 43 to get to the correct building for the procedure. We mapped the location on the phone, that stated we had already arrived at our destination. My wife called the office through our car phone. She asked for directions which Lisa kindly assisted till she was cut off and Teresa came back on the line, the front desk receptionist. Stating not to worry that she had cancelled our appointment while historically laughing throughout her statement. My wife said not to cancel the appointment and Teresa the receptionist said ""can't talk to you right now, bye"" and hung up. So I took off work and drove to this facility to be called a liar and then because I didn't get on my knees and beg for forgiveness my procedure was cancelled. The office lady there actually has the power to cancel your procedure if she doesn't like how you talk to her. She also laughs at you while telling you your appointment is cancelled. AMAZING! I will never do business with this facility again. I also found out that they are not affiliated with University Hospitals or Cleveland Clinic. I am beginning to think they are a small shoddy operation. If you value your time and health I would steer clear of this place.
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