My parents started going to ENT and Allergy Associates many years ago, and I've taken over handling my mom's relationship with them since my dad died in 2016. They have - according to their website - 44 offices in NY and NJ. Which means: this is NOT a tiny company.
I needed to replace Mom's lost hearing aid, and spoke a few weeks ago to the (very nice) audiologist. She called late Friday afternoon to say that it had arrived and I should call to make an appointment to pick it up - great! No, not great.
She left the voice mail at 4:25. I called back at 4:35 - closed for the weekend. OK. I hoped I'd be able to leave her a voice mail - nope. No directory or any other form of message option.
Monday morning - I called again. Got stuck listening to the same long and supremely useless message about everything they're doing re Covid-19. The message finally ended, and I expected the receptionist. Nope. Hang on - we'll be with you in about 40 minutes. FORTY MINUTES? Seriously?
I hung up and went to their web site - they've gotta have a direct number for the audiologist, right? Nope. I found her educational background and a photo but no direct phone number. How about an email address? Nope!
An hour of listening to recordings of - you're #14. You're #12. Hip hip hooray you're #3.
Finally, ultimately - a receptionist! YEAH! Got to leave a message and the audiologist called me back.
So here's the bottom line:
1. Stop telling me what you're doing to keep us safe and buy a damn phone system that's been designed within the last 20 years.
2. Add email addresses to the list of people - I don't care what the audiologist looks like but I DO want her email address.
I can't switch my mom now to someplace else - she's 86 and this isn't the time.
But odds are that I'll need a hearing aid eventually, and I am NOT going to ENT and Allergy unless they get their shit together.
Have a lovely day.
