Independence Back Institute (Coastal Rehabilitation Medicine Associates, PA) 2800 Ashton Drive, Wilmington, NC 28412

"Very rude staff, treat you like you are inconveniencing them whenever you call. I had an appointment that took several weeks to get and I got a call today they needed to reschedule and couldn’t see me until February. When asked was their another doctor I could see I was rudely told no I could only see the PA. She has been fantastic but after this I’ll never go back. Billing has made numerous mistakes, I’ve been rejected by insurance for procedures because of the lack of information during pre-authorization . A pain management facility that’s not interested in managing your pain. Only time I’ve been able to see a doctor was when I was face down on a table about to get a needle in my spine. My advice from years of frustration here, choose another place to go, you’ll be disappointed. When I told the scheduler I would need to find another doctor because I can’t wait another month she told me whatever, do what you have to do."

"Sad part about this place is the doctors and PA are amazing. Took my 5 yrs to find someone that could help me. BUT the day before my appointment my driver called and said I have a job interview during your appointment, so I did not have anyone to stay with me. I called right away when I found out and explained to the rescheduling dept. She got nasty and was like well you have to pay a $100.00 fee for this. It hit me when I hung up up. She was so hateful. Sad"

"Not a good experience at all. First, all the medical history is all handwritten. No one actually reads your notes and then asks the same questions just filled out. There was an offensive odor in the office and exam room; not a clean scent. My service dog stood between me and the nurse; an unusual behavior on his part. And the first ‘solution’ for my lower back pain was steroid injections; not something I should have as a diabetic. ablation was the other option. This is not a practice I will return to or would feel comfortable going to."

"My husband received a call from Anna to schedule spinal epidural with Dr. Gemelli. I called the day prior to discuss insurance vs our copay responsibility. Deidrea answered all of my questions & was so helpful. She was extremely polite, courteous & informative. Excellent customer service, with a genuine kindness. Thank you, Deidrea!!"

"I like my provider and most of the staff have been great to deal with, however, Riley, who handles prior authorization is rude, has no communication skills and is why I left this office today. I have worked 2 weeks trying to get a medication approved. I have dealt with the pharmacy, the insurance Co. and this office. Riley wants to be heard, but has no skill set on listening nor apologizing. She talked to me in a condescending manner, no matter what I said it was not true, when I suggested that she speak with my provider and get it straight on their end then call me back and let me know what I needed to do, she avoided it and backtracked to things that didn't matter, in otherwords, she was not listening nor cared to listen to anything I had to say. I ended up getting connected to her when I called back to leave a message for my provider. She had to admit I was right, not lying, but alI she wanted for me to listen to everything she had to say as if I was a child being reprimanded and could not say anything. Avoiding the fact I was correct and not lying. Never apologized for anything. I am not dealing with this mentality when it comes to my Healthcare. This office is very slow on getting some things approved and after my interaction with Riley, I understand why."