For a long time, I have deeply respected QuickTrip (QT). Their customer service is of such outstanding quality; even when their fuel is more expensive, I still prefer shopping at QT. The people go out of their way to help you have a fantastic customer experience. I have never had a rude employee, a poor customer interaction, or left with an unresolved problem. I struggle with a cane and neurological issues and have had doors held open for me; cashiers have brought me my change, always a good experience at QT. Thank you!
On the other end of the spectrum, you have the Department of Motor Vehicles, and they are joined by Logistics Health Incorporated (LHI). I have had my share of detestable customer service experiences; I am a customer service subject matter expert and have been regularly published on customer service topics. When I rate LHI as competing for the DMV for the worst possible customer service provider, LHI might even have the DMV shaded!
16 April 2021 – I enter LHI at 5333 N 7th St, Phoenix location; I am 35-minutes early to a 1200 appointment. On 25 March 2021, the Gov. of Arizona stopped enforcing mandatory masking. As a person with a documented medical condition where I struggle to breathe enough volume per breath and cannot physically wear a mask, I did not wear a mask to this appointment. I was rudely asked to wear a mask by the receptionist. I showed her my Dr.’s note about having breathing problems where I cannot wear a mask. The receptionist, after making considerable noise, canceled my appointment as a no-show. Guess who is not going to be paid for my mileage to and from the facility.
I went to my car, called LHI Customer Service number 866-933-8387; the representative tried calling the facility. After several hold sessions, she told me she would find me a provider who would work with me on the mask issue to complete the VA Contracted Compensation and Pension Appointment. I never heard back from this representative.
7-10 days later, I receive a call to reschedule an appointment spending more than 2 hours talking to the representative, who finally schedules me an appointment with another non-LHI provider in Phoenix for 10 May 2021. I received a call from that provider confirming I have an appointment. Yet, a bait and switch occurred, and my appointment was then rescheduled for the same provider, same LHI facility, and I attended this appointment.
0750, 10 May 2021 – I arrive early for the 0800 appointments. The receptionist is belligerent when I walk through the door about me not being seen without a mask. She further stipulated that since I can talk, I can wear a mask, and nothing I say will change that “medical opinion.” She eventually tells me to call customer service and have them call her to relate treatment instructions. She refused me a supervisor and then proceeded to make a bunch of calls, often holding her iPhone in one hand and the office phone in another.
While on the phone with Emily at LHI, at 33:35, into my call with the LHI customer service center, the Phoenix Police arrive. The receptionist had called 911 and claimed, “I have a disruptive patient, who refuses to follow directions, is swearing, and throwing things, and refuses to leave the building.” Officer Pacheco Badge #11039, Report # 21-725905, and his partner arrive, speak with the receptionist, who repeats her claim, then they talk to me.
I report I have not used swear words. I have not thrown anything. I have not been told to vacate the premises. I have a medical condition that precludes me from wearing a mask, and I cannot physically wear a mask. I show the officers my Dr.’s note to this effect. The officer then turns to another patient who happened to have come in after me, and he confirms to the officer everything I said. The worst language that the receptionist can truthfully claim that was used at her was “belligerent” and “snowflake.” I will own the fact I called her belligerent and a snowflake.
The officers go back to the receptionist, who two other people have now joined, names unknown, wearing scrubs presumably from the treatment rooms in the back. They then make several calls. Then one of the people asks if I can wear a mask but not over my nose. I explain it is a breathing volume problem I have, and any mask hinders my volume of air per breath and makes breathing difficult. The people behind the desk are seriously unhappy that my breathing problem does not have a name, a disease, or some identifying characteristic: the receptionist, the officers, and the people from the back return to a hushed conversation. I am still on the phone with Emily and on hold while Emily is trying to contact the site.
Finally, a decision is made, would I wear a face shield. I claimed I have offered to wear a face shield twice and been told, face mask or nothing by the receptionist. A nurse practitioner finally agrees if I wear a face shield, she will see me. She then spent the next two hours complaining about me being an hour late to the appointment, her “very full schedule,” and how we had to “get this done quickly.”
Then, the nurse practitioner proceeds to lecture me twice about getting the vaccination for COVID-19 and how if I had the vaccination, they would be more comfortable with me not wearing a mask. At no time, in the first or second interactions with the receptionist, did anyone ask me if I had received the vaccination. I then finally left with a lecture about not being “anti-vax.” How she had no symptoms or post-injection problems, and how since I already have breathing problems, my comorbidity meant I should be seriously considering getting the vaccine.
I am not “Anti-Vax!” I want my questions answered before I get the vaccine. I want truthful information from peer-reviewed resources that I can reference and discuss with my primary care provider, neurologist, podiatrist, and other specialists who help me manage my health. I want to know about drug interactions and the vaccine. I need to know how this will affect diabetes because the experiences of Indians who are diabetic have been horrible!
I have no idea if the nurse practitioner did her job or just wasted my time. What I do know is that LHI is about 100% useless in their customer service! Failure to keep promises is the number one reason why trust is built or shattered. Failure to carry through with what you promise is the second most common reason why trust is destroyed in customer service. Face-to-face providers need to be looking for solutions, not actively looking to inconvenience the customer. 100% of the medical profession IS customer service. How the provider approaches the customer (patient) is the number one factor in how that patient will respond to treatment.
LHI, if you decide to respond, I will indeed include your response in a follow-on article. However, at this moment, you have scored with the DMV as the worst possible example of customer service, and I hope you learn fast to care for the patient better! I am fed up with your treatment, and change is mandatory; immediately!
© 2021 M. Dave Salisbury
All Rights Reserved
The images used herein were obtained in the public domain; this author holds no copyright to the images displayed.