Complaints for Facey Medical Group in Mission Hills, CA

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
2	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
3	Unanswered

5 complaints against Facey Medical Group

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7/24/2024

RESPONSE: Agreed to make an adjustment Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

6/18/2024

I went to Facey Urgent Care on June 5th, 2024 at around 7:30 pm and was turned away by staff. They are listed as closing at 8:30 pm but when I got there I was told that they weren't seeing anymore patients because there wasn't enough staff to accommodate. There weren't even any patients in the waiting room. Receptionist told me to go to Exer and once I got there they weren't taking any patients at that hour either. Regarding Facey Primary and Specialty Care, it is near impossible to get an appointment with a provider within a reasonable window of time. The wait is usually at minimum 4 months and even then I often get a call from the provider's office stating that the doctor will have to reschedule and it adds another 2-3 months to the wait. I made a Neurology appointment months ago for August and today the nurse called to reschedule my appointment for October. That's unacceptable. I need to be seen soon. The most horrifying experience I've had at Facey was during a biopsy follow-up call with surgeon Dr. Sadra. During this call he told me that I had cancer only to realize that he was looking at the wrong patient's chart!! He quickly backtracked but the damage was already done. It was so upsetting and made me feel like I couldn't trust anything he was saying and I fear that I wasn't even getting the appropriate care to begin with. Resolution Sought Investigate Facey Urgent Care, Primary and Specialty staff and doctors, as well as business protocols. It's not ok to have 1 Facey urgent care in SCV and turn away patients during business hours. It's not ok to make patients wait 4+ months to see their provider and often cancel their appointment. And it's most definitely not ok to falsely tell a scared patient that they have cancer when they don't. If a doctor can't bother to pull the right patient chart, how can you even trust them?

Company Response

7/12/2024

Thank you for contacting us regarding Ms. Corral's issues with Providence Facey Medical Group. She said that on 6/5/24 she went to Facey Urgent Care but was told they were no longer seeing patient and was referred to Exer Urgent Care. That she has been experiencing poor service in accessing appointments with specialists. We investigated Ms. Corral's concerns and apologize if she encountered any poor service while seeking care at Facey Medical Group. We strive to provide the highest level of care and service to our patients. There was no record of Ms. Corral seeking care at Facey Immediate Care in Mission Hills on 6/5/2024 or phone records documenting her inability to be seen at that time. Our records do show that Ms. Corral did see her PCP on 6/7/2024 and has a specialist appointment scheduled in August. Please have her contact us at 855-359-6323 to schedule her other specialist appointments or with other issues or concerns she is having Facey Medical Group. Please be assured that we take our patient's concerns very seriously. A review of any issues raised has been initiated. It is only through communication with our patients that we are able to improve our care and service.

7/19/2023

RESPONSE: Agreed to make an adjustment Amount in Dispute: Amount Settled: $0.00

Customer Complaint

7/6/2023

Facey Medical Group billed my insurance (Blue Cross Shield of Michigan) in error for services on 10/12/2021 that I have been trying to have corrected since 11/2021. My son, was the patient of Facey Medical Group, but Facey billed his preventative physical (10/21/2021) under my name which is the subscriber. When I went to have my preventative physical (UCLA on 10/25/2021), the claim was denied indicating duplicate servies performed. Resolution Sought I would like Facey Medical Group to act in good faith and correct their billing error so that I may be reimbursed for my preventative physical through UCLA.

Company Response

7/6/2023

She said that Facey Medical Group billed Blue Cross Blue Shield of Michigan incorrectly for a physical exam on 10/21/2022. It should have been billed under her son's name, A claim for a physical exam for herself at UCLA was denied as a duplicate. Per Facey Business Department, a complaint was already filed by Facey Customer Service Department and the Better Business Bureau regarding this dispute. The original claim payment from the insurance is pending retraction from Blue Shield. Blue Shield has advised this could take 30 to 45 days. Ms. Raine-James will be notified as soon as Blue Shield has retracted the payment. Please be assured that we take every complaint very seriously and apologize for any inconvenience to Ms. Raine-James. It is only through communication with our patients that we are able to improve our care and service.

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