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Pacific Coast Psychiatric Associates complaints

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6200 Wilshire Blvd Suite 1010
Los Angeles, CA 90048 | Get Directions

(818) 891-7711

http://www.pcpasf.com

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Total Amount in Dispute:
$175.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Pacific Coast Psychiatric Associates closed in last 3 years.

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

1 complaints against Pacific Coast Psychiatric Associates

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2/7/2023

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $175.00 Amount Settled: $0.00

Customer Complaint

1/24/2023

Our home power went out during the heavy rain storms we were having, in East Bay, CA. PCPA'S Dr. Weaver and my daughter (15 yrs old) had an appointment scheduled, but the power went out before a video connection could be made. I immediately call the PCPA receptionist to ask to send a message to Dr. Weaver to call because we couldn't log onto to PCPA'S video appointment. However, Dr. Weaver NEVER did call. I have ZERO missed calls from that day. I have ZERO voicemails in my functioning/able-to-receive voicemail box. I DO have an OUTGOING call from ME to PCPA receptionist during the appointment time. Yet Dr. Weaver only sent me a message via the Patient Portal claiming that she called and no answer and thus will be charging me a $175 no show fee. My daughter, son and myself have been going to PCPA for over 9 years. I would understand if we simply forgot, but when we had no power, the policy is to call the receptionist, which I did to inform Dr. Weaver that would need to call, as we had no access to internet for the video call appt. This fee was unfairly charged to us and holding up my daughter from getting her medication refills. Resolution Sought To dismiss the $175 no show fee on account.

Company Response

1/25/2023

To Whom It May Concern: Federal and State privacy laws prevent us from discussing specific patient information, including billing. Therefore, our reply is based solely on the practice’s billing policies and terms of service. Our patients’ experience with our practice is very important to us, we are continually working to improve patient communication and we strive to resolve issues in a fair and timely manner. Patients are informed of their appointment schedule via email confirmations sent when a session is booked and email appointment reminders sent 24 hours ahead of a session as a courtesy. Patients also have access to their appointment schedule online through their patient portal, which they set up at registration. It is the patient’s responsibility to join their virtual session on time. We are not able to waive any fees for technical issues on the patient's side. If a patient needs assistance with the Telehealth platform or getting connected with your provider, it is their responsibility to reach out to the office for assistance. Our receptionists and Intake team are available and accessible from 8:30AM - 5:00PM on Monday through Friday to assist with Telehealth questions or set up. Over the weekends and after hours, we have a voicemail answering service. Providers will call a patient at the time of the session of they do not show in the virtual waiting room. If the provider cannot reach the patient after 10 minutes past the session start time, they will mark the session as a no show. While the patient's information is not included in this complaint , we encourage them to contact our office directly for any billing matters or complaints. Without the patient contacting us directly, we cannot review their chart to make any determinations. Thank you, Cydney M Patient Service Coordinator 490 Post Street, Suite 939 & 1043, San Francisco, CA 94102 2970 Camino Diablo, 1st Floor & 3rd Floor, Walnut Creek, CA 94597 6200 Wilshire Boulevard, Suite 1010 & 1410, Los Angeles, CA 90048 Phone: 415-296-5292 Ext. 482 Fax: 415-296-5299 ?

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