West Shore ENT & Allergy 1450 Farr Road, Norton Shores, MI 49444

"Gotta leave a review because there were quite a handful of issues I encountered with West Shore ENT. Enough issues that I was sufficiently bothered. The good: Dr. Bowen and his nurse were excellent, both extremely polite and kind, skilled and did NOT rush me at all. I am a big fan of them both. The bad: SOME ladies working at the front desk, and also working on the phones when I call in, are very rude and give off a vibe that they don’t care about you at all, or care about the level of service they provide you. Example 1: I was seen because I have randomly started hearing a thumping noise in my ear. I don’t know why. I have no insurance and am self pay. We went over this probably 3 or 4 times. The front desk lady scolded me for not arriving earlier because she needed to run my insurance. I explained again that I was self pay. Example 2: A few days later I got a bill in the mail for some additional money that I owed them, even though I confirmed 3 or 4 times what the total would be because I was self pay. I called them and they removed the extra charge. I can’t help but wonder how many people they “accidentally” double charge who just end up paying it to skip waiting on hold for 30 minutes. Example 3: After my visit I needed to get a MRI done. They recommended one place but because I didn’t have insurance I needed to find somewhere more affordable. The one I found was $1,600 while the one they recommended was $3,000-4,000. They were low key bothered that I wouldn’t take their recommendation. I got all the information from the MRI center I chose, and called them to give them the fax, email, etc, because they needed me to get that info so they could request the MRI. (I couldn’t do it, it has to be a doctor that calls it in.) I called in and explained everything to whoever works on the phones, and they transferred me somewhere. I left a voicemail, no response for two weeks. I called the MRI center and they said they had received no correspondence. I called back West Shore, explained it, and they said they hadn’t faxed or emailed anything over yet BECAUSE THEY NEEDED MY INSURANCE INFORMATION! I explained to them AGAIN that I am SELFPAY! They said oh well someone must have not taken correct notes, we will fax it over now. (Keep in mind that I am experiencing quite a bit of anxiety about this thumping in my ear as it can have some pretty serious implications. I am anxious to get the MRI completed.) Another week goes by, I call the MRI center, they still have not received anything. I call West Short ENT, they explain to me that they have NO record of me calling and requesting an MRI, SOMEONE DIDN’T take notes on it AGAIN! They try and transfer me to leave a voicemail again. I demand I need to speak to a manager. We talk and they assure me it’ll get done. Finally the MRI Center calls me a few days later and we get everything done. Example 4: I schedule a follow up visit to go over the results of my MRI, about 10 days in the future. I ask the phone person to please have the nurse/doctor review the results a little ahead of time and to let me know if it’s worth it for me to come in for an in person appointment or not, since I am self-pay and live 40 minutes away. They respond with “ok” and hang up the phone like instantly. No one ever calls me. I arrive to my appointment today, they have not even reviewed the results yet. As a matter of fact they don’t even have them. They ask me if I can email them the results. I wait in the waiting room for almost an hour past my appointment time. The only reason this review is 2/5 is because of Dr. Bowen and the kind nurses."

"I was referred to this office due to thyroid issues. I had to call and reschedule my initial appointment - and was given an appointment date and time. The call taker that handled my reschedule was incredibly snotty about the whole thing. When I showed up to my re-schedule appointment - I was told my appt was a different date and time. I was upset, but did not blame the front desk. They laughed at me and said the doctor was on vacation - and there was nothing that could be done. So. Here I am a week later - and my appointment was for 1:45. I called at 01:00 to confirm and just told the appointment time and then click. I arrived at 01:27 for paperwork. I overhear the receptionists explaining to another patient that the way was 2 hours a bit ago. And was now down to 1.5 hours. I was able to listen to the receptionists treat patients like they were dead insects they would love to scrape off the bottom of their shoes.l, instead of empathizing that they were frustrated patients. At one point the receptionists were openly mocking people that had left because they had other appointments scheduled for the same day. My room was right off the nurses station and was able to listen as they complained about patients and times and how horrible everyone was. I opened my room door to only be stared at. And now can hear them whispering about me."

"I sincerely appreciate the kindness of the West Shore ENT staff, and their amazing patience with me. Dr. Bowen is just as terrific with me as well. He listens to my concerns and is always understanding. He absolutely makes sure I understand his directions and advice. Thank you MMKlemm"

"DR BOWEN WAS VERY GOOD AT EXPLAINING WHAT HE NEEDED TO DO TO FIND OUT IF HE COULD HELP ME WITH MY ISSUES. HIS OFFICE WORKERS ARE VERY WELL TRAINED AND DO GREAT GETTING THE INFO DR BOWEN NEEDED TO BE ABLE TO HELP ME WITH MY ISSUES. I HIGHLY RECOMMEND HIM BECAUSE HE IS TOP NOTCH DR AND HE TELLS YOU WHAT IS THE BEST CHOICE TO GO IF YOU NEED MORE HELP. THANK YOU DR BOWEN!!"

"Absolutely great surgery experience overall, besides the aftercare instructions. There was a lack of communication for pain management at home and it resulted in my first recovery week being very stressful and more painful than it had to be. Other than that, great surgery overall. And I did enjoy the silly wild turkeys out in front of the building."