Ear Nose & Throat - Dupont Office

"First, I would like to say that medical services provided were NOT the reason for my poor review. I was more than satisfied with all clinical staff I interacted with and my son's care was exceptional. Dr. Herr was fantastic and everyone at surgery center exceeded our expectations. That being said, I have never before experienced such negligence by a billing department. First, I was told the wrong information about my insurance ....the staff member who called to notify me of my "out of pocket expense due at time of service" had zero knowledge about my insurance that included a Health Reimbursement account and how claims are typically processed. A staff member at the surgery center later admitted that yes, the office billing staff did give me incorrect information. I feel the billing office handled my account TERRIBLY and they are clearly incompetent, also at times were condescending towards me for questioning billing practices. I was given a an estimate for cost of services out of pocket after insurance prior to my son's surgery date ($290.55 for physician fee and $290.55 for facility fee). I questioned this with the billing dept because I found it odd that they were identical amounts and I was assured this was correct by 2 individuals I spoke with. Then , I was surprised to find out actual amount billed after my insurance paid was nearly 3 times the cost of the original estimate ($290.55 for physician fee and $1440.00 for facilities fee after insurance). When asked for reason why the estimate was "off", I was simply told that a staff member made a clerical error and "checked the wrong box". I was told, "these things happen". Although I am certainly sympathetic to human error, the office staff/manager was unwilling to make any accomodation or give any discount for services even though all errors made were their office's fault. This is not customer service in my opinion. The problems with their billing department are well known from what I have heard around, with some of these issues being shared with me from ENT associates' staff!!! I really hope they can change office staff or provide better training in both medical billing practices and customer service so this doesn't happen to others in the future. When I expressed my displeasure with our estimate tripling, I was first put on a long hold and then transferred to a supervisor. Long story short, they were unwilling to do anything to attempt to remedy the situation, which was the most upsetting part. I was told, "we are at an impasse ma'am" and hung up on because I was not satisfied with them doing nothing to make it right after estimate after insurance increasing by $1000 above the original amount. Error or not, it isn't right to treat people this way. What happened to, "I made a mistake, I'm sorry, and we will make it right."? Instead, I got an "I'm sorry", but that's your loss! I plan on filing a formal grievance with ENT associates and with the BBB."

"I had a sinus check up with NP Maria Ambush. She is very thorough and gathers info well. She checked my nasal area and scooped my sinus cavities. Confirmed she had results of my CT scan. A very productive and professional visit. I'd recommend her highly at ENT."

"Dr. Porter is my ENT doctor. He is the epitome of a great doctor! He is very thorough and listens well to his patient! I am fortunate to have a doctor who is excellent in his diagnosis and plan of treatment!"

"Whenever I step into Dr. Nuckols' office, I know I am in good hands. His friendly demeanor instantly puts me at ease. Throughout the consultation, Dr. Nuckols takes the time to explain everything in clear, concise terms, answering my questions patiently and thoroughly. I never feel rushed or like my concerns weren't being heard."

"While our experience with Dr Reddy was good. Our experience post surgery was frustrating. I called twice to ask the nurse a question, both times I was told someone would get back with me, and they never did. Was also given a date to be called for follow up to check how my child was doing post surgery, and no one called on the given day. I would say if you're fortunate and don't have questions/complications then things are good, but should any issues arise, good luck getting answers or anyone to help you."